Refund policy

Refund of one or several products

It is only possible to get a refund on one of your products if you decide to claim your "Right of withdrawal". You have 14 business days after you receive your order to claim your right of withdrawal to request an exchange, a voucher or a refund. After this delay, you will no longer be able to claim your right of withdrawal.

Here is the procedure to claim your right of withdrawal on a product received in the last 14 business days : 

1. You can claim your right of withdrawal within 14 business days after you receive your order. You will then be able to ask for an exchange, a voucher or a refund. Past this delay, you will no longer be able to claim your right of withdrawal.
2. The product that you will send back must be complete and in its original condition, otherwise, L'Atelier Emma&Chloé will not be able to guarantee its full refund. If you purchased your jewelry with a promotional offer gifting you one or more free products, the offered products will have to be returned as well. For example, if you purchased your product on sale with the offer "Buy 1, get 1 free", you will have to return us both products so we can process a refund. Otherwise, we will only be able to send you a voucher or offer an exchange. 
3. You will have to insert in the returned package with the Box, a note with your name, the email address used to place the order, the products you are returning and the reason for return and if you want an exchange, a voucher or a refund. Careful, without this note, our teams will not be able to identify the package and therefore process your return.
4. You will then have to contact our customer service through our contact form to enquire about the exact address where the package should be returned. L'Atelier Emma&Chloé will not be responsible for the delivery of the package to a wrong address if you do not contact us.
5. When you claim your right of withdrawal, return shipping fees are at your expense. We strongly advise that you select a tracking number for your return package as L'Atelier Emma&Chloé will not be responsible if the package is mis delivered or lost during transit. 

Gift card refund

It is only possible to get a refund on your gift card if you decide to claim your "Right of withdrawal". You can claim your right of withdrawal within 14 business days after you receive the gift card per email. Unless you requested that the gift card is sent on a precise day to the recipient, the gift card is delivered to you a few minutes after you place your order. 

Here is the procedure to claim your right of withdrawal on a gift card received per email maximum 14 days ago : 

1. You can claim your right of withdrawal within 14 business days after you receive the gift card per email. You will then be able to ask for an exchange, a voucher or a refund. Past this delay, you will no longer be able to claim your right of withdrawal. 
2. The subscription gift card must be unused. In order to check if the subscription gift card has been used, you can check its balance. If the amount of the gift card is full, the gift card is unused. If the balance is partial or of $0, it will not be possible to claim your right of withdrawal. 
3. You will have to contact our customer service through our contact form and explain them that you want to claim your right of withdrawal. You will need to provide the following information : 
1. The email address used to place the gift card order
2. The order number related to the purchase
3. The activation code of the subscription gift card

 

Defective product, wrong product received or incomplete order

If you receive an order containing a defective product, the wrong product or if one of the products you received is missing, please contact out customer service urgently through our contact form with the order number associated and a picture of the item (if you received a defective product or the wrong product) or a picture of the whole package you received, including the cardboard box (if one of the products you received is missing).

Our customer service will do its best to address your issue in a timely manner : 

• Defective product : our customer service will be able to offer :
• to send you a new product in its original condition if the item is still in stock (if it is not, they will offer you a voucher of the amount of the jewelry piece)
• to provide a voucher of the amount of the jewelry valid for one year from the date of creation of the voucher
• our customer service will not be bale to offer a refund if you received a defective item, you will have to pick one of the options above. If you want a refund on a defective product, you will have to claim you right of withdrawal (see the 3 sections above)
  
• Wrong product : our customer service will be able to offer  :
  • to send you the right product if the item is still in stock (if it is not, they will offer you a voucher of the amount of the jewelry piece, a jewelry of the same amount or a refund)
  • to provide a voucher of the amount of the jewelry valid for one year from the date of creation of the voucher
  • our customer service will only be able to offer a refund if the product you initially ordered is out of stock. If it is still in stock, it will not be able to request a refund on this piece
    
• Incomplete order : our customer service will be able to offer  :
  • to send you the missing product if the item is still in stock (if it is not, they will offer you a voucher of the amount of the jewelry piece, a jewelry of the same amount or a refund)
  • to provide a voucher of the amount of the jewelry valid for one year from the date of creation of the voucher
  • our customer service will only be able to offer a refund if the product you initially ordered is out of stock. If it is still in stock, it will not be able to request a refund on this piece

 

Exceptions - products that cannot be returned

• Jewelry pieces that have been worn will not be a-eligible for return and/or refund.
• Orders placed in one of our stores will have to be returned in the store where the product was purchased and will not be eligible for an online return. 
  
• Orders placed in one of our resellers will not be eligible for an online return and will have to be returned to the store when the item was purchased

Refund delay

Once your return has been delivered to the address given by our customer service, it takes between 5 and 8 days to our return teams to process your package. Once your return has been processed, you will be contacted per email by our customer service in order to ask for more details or to confirm the refund of your product. 
Once you have receive the refund confirmation, it takes between 5 and 10 business days to receive the money back on your account. It is not technically possible to refund a payment method that is different from the one used to place the order.