At Winter Atelier, we take great pride in the quality of our products and are committed to ensuring your complete satisfaction. If for any reason you are not fully pleased with your purchase, our refund and return policy is designed to make the process simple and transparent.
To be eligible for a return, please ensure the following conditions are met:
The item must be returned within 14 days of the delivery date.
The item must be unused, undamaged, and in its original packaging, including all tags and labels.
Proof of purchase (such as your order number or receipt) must be provided.
Please note that certain products may not be eligible for return due to hygiene or safety reasons. These items will be clearly indicated on their respective product pages.
To initiate a return, please follow these steps:
Contact our customer support team at support@winteratelier.co.uk with your order number and a brief explanation of the reason for the return.
Once your return is authorized, you will receive a return shipping address and any specific instructions.
Carefully repackage the item to avoid damage during transit, ideally using the original packaging.
Ship the item to the provided address using a trackable shipping method.
Please note that return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed within 7–10 business days and issued to the original payment method used for your purchase.
Shipping fees are non-refundable unless the item was received faulty or damaged.
If you wish to exchange an item, please follow the standard return process above and place a new order for the replacement item. This ensures that your new item is reserved and shipped promptly.
If you receive an item that is damaged or defective, please contact us immediately at support@winteratelier.co.uk with your order number and clear photos of the item and packaging.
We will assess the issue and arrange for a replacement, refund, or store credit where appropriate.
Please note that the following items are non-returnable and non-refundable:
Personalized or made-to-order items
Items marked as Final Sale or Clearance
Gift cards
You may cancel your order within 24 hours of placing it by contacting us at support@winteratelier.co.uk.
If your order has already been dispatched, it cannot be cancelled, but you may return it following the process above once it arrives.
If you have any questions about our refund or return process, please contact our customer service team at:
Email: support@winteratelier.co.uk
Website: https://winteratelier.co.uk
