Refund policy
Want to return your order?
You can submit your return request directly through your Atelier Pomme account.
Can I return my order?
We hope you love your Atelier Pomme order. If something isn’t quite right, eligible items may be returned within 14 days of receiving your order.
To request a return, please contact us at hello@atelierpomme.nl and include your order number.
After notifying us of your return, please return the item within 14 days.
Items must be returned unused, unworn and in their original condition, with all original tags and labels attached. Please package your return carefully to prevent damage during transit.
Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service, as Atelier Pomme cannot be held responsible for returns lost or damaged in transit.
Once your return has been received and inspected, we will notify you about the status of your refund.
Non-returnable items
Personalized or custom-made products cannot be returned or exchanged, as they are made especially for you.
Gift cards cannot be returned or exchanged.
This does not affect your statutory rights if an item is faulty, damaged or incorrectly supplied.
Damaged, defective or incorrect items
Please inspect your order upon arrival.
If your item arrives damaged, defective or if you have received the wrong item, please contact us as soon as possible at hello@atelierpomme.nl. Please include your order number and clear photographs so we can review the issue and find a suitable solution.
Refunds
Once we have received and inspected your return, we will let you know whether the refund has been approved.
Approved refunds will be made to the original payment method within 14 days, subject to the applicable withdrawal rules. Please note that your bank, credit card provider or payment provider may need additional processing time before the refund appears in your account.
For a full eligible return under the right of withdrawal, the standard outbound delivery costs will also be refunded. Additional costs for a more expensive delivery method are not refundable.
For partial returns, the original shipping costs are not refunded.
International returns
For orders returned from outside the European Union, all return shipping costs are the responsibility of the customer.
Any import duties, taxes, customs charges or carrier handling fees paid upon delivery are not refunded by Atelier Pomme.
Please clearly mark the shipment as a returned order where applicable. Any customs charges incurred because a return shipment has been incorrectly declared may be deducted from the refund amount, where legally permitted.
Right of withdrawal
Consumers who are entitled to the statutory right of withdrawal may withdraw from an eligible purchase within 14 days of receiving the order, without giving a reason.
To exercise this right, the customer must inform Atelier Pomme within the withdrawal period. After notifying Atelier Pomme, the customer must return the goods within the applicable return period.
The customer is responsible for the direct cost of returning the goods, unless otherwise agreed.
The right of withdrawal does not apply to personalized or custom-made products created according to the customer’s specifications.