Return Policy

General Information

• Products purchased through the online store can be returned within 14 calendar days from the delivery date, in accordance with legal provisions regarding the right of withdrawal from distance contracts.

• Products ordered online cannot be returned in physical stores.

• To initiate a return, log in to your account and access the My Orders  section.

• For complete information regarding the right of withdrawal and applicable conditions, consult this Return Policy.

• The direct cost of return shipping is borne by the customer.

Return Conditions

• Products must be returned in the same condition in which they were received, together with all original accessories, documents, and labels.

• The customer has the right to inspect and try the product only to the extent necessary to verify its nature, characteristics, and functioning, similar to how this would be possible in a physical store.

• If the products show signs of use that exceed what is necessary to verify them (e.g., stains, persistent odors, damage, alterations, washing, missing accessories, or other obvious signs of use), we reserve the right to reduce the refund value proportionally to the decrease in the product's value or, as the case may be, to refuse the refund if the product can no longer be sold.

• In situations where the return cannot be accepted because the product no longer meets the return conditions, it will be sent back to the customer, and the related shipping cost will be borne by them.

• Damage caused by improper use, including washing without following the maintenance instructions on the label, normal wear and tear, or damage resulting from wearing, does not constitute manufacturing defects and is not covered by the legal warranty of conformity.

Condition of products and diminished value

• You may inspect and try the products to the extent necessary to establish their nature, characteristics, and functioning — just as you would in a store. Normal trying-on of a clothing item, footwear, or accessory does not affect your right of withdrawal and does not result in any reduction of the refunded amount.
• For a full refund, products must be returned in the same condition in which they were received, together with all accessories, documents, labels, seals, boxes, protective covers, certificates, and other components supplied.
• If the products show signs of use beyond what is necessary to establish their nature, characteristics, and functioning — for example stains, persistent odors, damage, alterations, adjustments, repairs, washing, cleaning, missing accessories, labels or other supplied components, make-up products    

How to initiate a return

1. Log in to your account and access the My Orders  section.

2. Select the order for which you wish to make the return.

3. Choose the products, quantity, and reason for the return.

4. Enter the IBAN and the name of the bank account holder for the refund.

5. The courier will pick up the package from the address where the order was delivered.

6. Before handing over the package, ensure that all returned products are properly packaged and placed in the box.

Costs and return processing

• The direct cost of return shipping is 19 RON and is borne by the customer. If the return is made via the courier provided by us, this amount will be deducted from the value to be refunded.

• After registering the return request, you will receive updates on the processing status via e-mail.

• Return processing can take up to 7 business days from the receipt of the package at our warehouse.

• After checking the returned products and confirming that the return conditions are met, the value of the eligible products will be refunded to the bank account indicated by the customer.

• Shipping costs paid when placing the order are non-refundable, except in situations where the law provides otherwise.

• The refund is made exclusively for products that meet the conditions provided in this Return Policy.

• After verification of the returned products, the value of eligible products will be refunded using the same payment method used for the purchase, without charging any refund fees. Refunds are issued in the same currency in which the original payment was made. With your explicit consent, the refund may also be made using a different method.

  If payment was made in full or in part with a gift card, gift voucher, value voucher, or Atelier Hamza credit, the amount paid through that method will be refunded in the same form, either by recrediting the instrument used or by issuing an equivalent one. In the case of mixed payments, each part of the refunded amount will be returned according to the method by which it was originally paid.