Refund policy
We aim to process and ship all in-stock items within two working day of confirming your order. Global as well as domestic shipping options will be presented at check out, including fees and estimated delivery times will very by country and region.
We operate a 14-day return policy, which means you have 14 Calendar days to initiate a return request. after receiving your item to request a return.
Custom orders and Pre-Orders will have varying lead times of 4-6 weeks and dispatch information will be provided on the specific product page. Please contact our customer service team with any questions. Orders that do not provide the correct shipping address upon checkout may incur additional extra fees upon dispatch.
To be eligible for a return, your item must be in the same new condition in which you received it, unworn/unused, with tags attached, and in its original packaging. Any items we receive damaged are ineligible for a refund.
To start a return, you can contact us at info@viatrixatelier.com. Please note that returns will need to be sent to the following address: [ Viatrix Atelier 961 Great West Rd, Brentford TW8 9FX ]
Once your return request is accepted, you will receive instructions on how to initiate a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We recommend using a tracked courier service, as we are not responsible for items lost in transit back to our Atelier.
For any return inquirys you are welcome to contact us with any further questions at info@viatrixatelier.com
Damages and issues
Please inspect your package upon delivery and report any damage within 48 hours of receipt.
If any the items from your order are missing, defective, damaged or if you receive the incorrect item, contact our customer service team within 48 hours of receiving your order.
Exceptions / non-returnable items
Certain types of items are not eligible for return, this includes custom products (such as special orders or personalised or monogrammed items), personal care goods (such as beauty products) and final sale items, vintage, antique, artefact and one of a kind items (this does not effect your statutory rights). Please get in touch if you have questions or concerns about a specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We are unable to accept exchanges. To ensure you get the correct item whilst in stock, we recommend initiating a return for your initial purchase, and once the return is accepted making a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@viatrixatelier.com.