Refund policy
We want you to love your ANEESA Atelier piece. If something isn’t right, here’s how returns work.
1. Return window
You have 30 days from the day you receive your order to request a return.
If your order was delivered within the European Union, you also have a statutory 14-day right of withdrawal. This means you can cancel your purchase for any reason within 14 days of receiving it, without giving a reason.
2. Condition of returned items
To be accepted, items must be:
- Unused and unworn, in the same condition as when you received them
- Returned with all tags attached and in their original packaging
- Accompanied by your order number or proof of purchase
3. How to start a return
All returns must be approved before you send anything back. Items sent without an approved return request will not be accepted.
The easiest way to start a return is through our return form. It makes sure we get all the information we need, so we can handle your request faster. If you can’t use the form, you can also email us at aneesaatlr@gmail.com with your order number and the item you want to return.
Once your return is approved, we will email you the return address and instructions.
4. Return shipping
Return shipping is paid by the customer. The cost is approximately €8 within the EU, but the final price depends on the carrier and service you choose.
We do not provide a return shipping label. You arrange and pay for the shipment yourself, using the address we send you. We recommend a trackable shipping service, as we cannot be responsible for returns that are lost in transit.
You are responsible for packing the item securely so that it reaches us in the same as-new condition. Returns that arrive used, damaged, or incomplete may be refused, or the refund may be reduced to reflect the item’s condition.
5. Damaged, defective, or wrong items
Please inspect your order when it arrives. If an item is defective, damaged, or not what you ordered, contact us as soon as possible through the return form or by email. Include your order number and clear photos or a video of the issue.
In these cases, we cover the return shipping and will make it right with a replacement or a full refund.
6. Non-returnable items
The following items cannot be returned unless they are defective:
- Engraved, personalised, or custom-made items made to your specifications
Sale items and pre-order items can be returned within the 14-day right of withdrawal for EU orders. Beyond that, sale items are not eligible for the extended 30-day return window.
If you’re unsure whether your item can be returned, just ask us before sending it.
7. Exchanges
We don’t offer direct exchanges. To get a different size or item, return the original item and place a new order for the one you want.
8. Refunds
Once we have received and inspected your return, we’ll email you to confirm whether your refund has been approved.
Approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may need a few extra days to process it. The original shipping cost is refunded only when it is required by law, for example when you withdraw from the purchase within the 14-day EU period.
If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at aneesaatlr@gmail.com.
9. Questions
For any questions about returns, reach us at aneesaatlr@gmail.com.