Refund policy
Return and Refund Policy
At Atelier Rowe, we want you to love your order. If you are not completely satisfied with your purchase, you can return it under the conditions below.
Returns
You can return most items within 30 days of delivery for a full refund. Items must be unworn, unwashed and in their original condition, with all original packaging and labels attached. You are welcome to try items on as you would in a shop.
How to return an item
- Contact our customer service team at info@atelierrowe.com before sending anything back. We will reply with return instructions.
- Return address:
Kungfubuy
Liaobu Town, Jinfu 2nd Road, No. 49
Building 9, 4th Floor, Elevator 1
Dongguan, Guangdong 523000
China - Return shipping costs: if you return an item because you changed your mind, you are responsible for the cost of return shipping. Return shipping costs are non-refundable.
Please note: returns are sent to our warehouse in China. Because this is an international return, shipping costs can be significantly higher than for a return within the UK. We recommend contacting us first at info@atelierrowe.com. In many cases we can offer a suitable solution without you needing to return the item.
Faulty, damaged or incorrect items
If your item is faulty, arrives damaged or is not what you ordered, please contact us at info@atelierrowe.com with your order number and photos of the item. In these cases you will not pay any return costs, and we will offer you a replacement or a full refund. This does not affect your statutory rights under the Consumer Rights Act 2015.
Exclusions
The following items cannot be returned unless they are faulty:
- Personalised or made-to-order items
- Underwear, swimwear and pierced jewellery, if the hygiene seal has been removed or the item has been worn
- Items returned more than 30 days after delivery
- Items that have been worn, washed or damaged, or are not in their original condition
Refunds
Refunds are issued to your original payment method once we have received the returned item or proof that it has been sent. We refund the price of the item and, if you return your full order, the original standard delivery charge. There is no restocking fee.
We aim to process refunds within 10 working days of receiving your return. Depending on your bank or payment provider, it may take a few extra days for the refund to appear in your account. If an item is returned worn or damaged, we may reduce the refund to reflect the loss in value.
Other situations
- Exchanges: we do not offer direct exchanges. The easiest way is to return the item for a refund and place a new order on our website.
- Change of mind: you can return items in their original condition within 30 days of delivery for a full refund. Please follow the standard return procedure.
- Order not arrived: delivery usually takes 6 to 10 working days. If your order has not arrived within this time, please contact us at info@atelierrowe.com.
- Cancellation: you can cancel your order free of charge before it has been shipped by contacting us at info@atelierrowe.com. If your order has already been shipped, you can still cancel it by following the standard return procedure.
Company information
Company name: Willingcommerce
Trade name: Atelier Rowe
Company registration number (KvK): 42087148
VAT number (NL): NL005486231B98
UK VAT number: [UK VAT NUMBER]
Email: info@atelierrowe.com
Phone: [PHONE NUMBER]
Registered company address: [COMPANY ADDRESS]
Warehouse and returns centre: Kungfubuy, Dongguan, Guangdong, China (full address above)
Customer service hours: Monday to Friday, 09:00–17:00
We aim to respond within 1 business day.