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Solvane Atelier / Customer Care

Returns
& Refunds

We want you to feel confident when shopping with Solvane Atelier. If something is not right with your order, our return and refund process is designed to provide clear steps, practical information, and a straightforward way to reach our customer care team.

01

Review Your Order

Check the item, condition, order information, and applicable return requirements before contacting us.

02

Contact Our Team

Send us your order number, email address, and a brief explanation of the return or refund request.

03

Follow the Instructions

Once your request is reviewed, we will provide the applicable next steps for your specific order.

Return Eligibility

Start with the condition of the item.

Return eligibility depends on the applicable return rules for your order and market. Items generally need to be returned in an appropriate condition, with their original components and packaging where applicable. Certain products or circumstances may be excluded or subject to different rules.

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Items generally suitable for return

Products that are unused, unworn, unwashed, and in resalable condition may generally be eligible when they are returned within the applicable return period and meet all requirements of the current return policy. Original packaging, tags, accessories, and other included components should be preserved whenever possible.

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Items that may not qualify

Items that have been worn, washed, altered, damaged through use, intentionally damaged, or returned without required components may not qualify for a return. Certain final-sale, personalized, hygiene-sensitive, or otherwise restricted products may also be excluded where applicable.

The Process

A clear path from request to resolution.

Every return is reviewed according to the applicable policy and circumstances of the order. The process below explains the general sequence customers can expect.

01

Request

Contact Solvane Atelier with your order information and explain why you would like to return the item.

02

Review

Our team reviews the request against the applicable return rules, product condition, timing, and order information.

03

Return

If approved, follow the return instructions provided by our team. Do not send an item to an address that has not been confirmed for your return.

04

Resolution

After the returned item is received and reviewed where required, the applicable refund or other approved resolution will be processed.

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Before sending anything back

Please contact us first.

We recommend contacting our customer care team before sending a product back. This allows us to confirm whether the item is eligible, provide the appropriate return instructions, and help avoid delays caused by an incorrect or unapproved return shipment.

Please include your order number, the email address used at checkout, the product name, and a brief description of the reason for your request. If the item arrived damaged, defective, or incorrect, photographs may also help us assess the situation more efficiently.

How refunds are handled

Once an approved return has been received and any required inspection has been completed, the refund will be processed according to the applicable return policy and the original order details.

Refund destination: Refunds are generally issued to the original payment method unless another resolution is expressly agreed or required by applicable law.

Processing time: After a refund is issued, the time required for the funds to appear in your account can depend on your payment provider, card issuer, bank, or other payment service.

Partial refunds: Where only part of an order is approved for return, only the applicable amount will be refunded. Shipping charges, discounts, taxes, duties, fees, or other amounts may be handled according to the applicable policy and law.

Special Situations

If something unexpected happens.

We understand that not every order issue fits into a standard return. If your situation is unusual, please contact us before taking action so we can review the circumstances.

CASE 01

Damaged on Arrival

If your order arrives damaged, please contact us promptly and provide photographs of the item and packaging where possible. This information can help us determine the appropriate resolution.

CASE 02

Incorrect Item

If you received an item different from what you ordered, contact us before returning it. We will review the order and provide the appropriate next steps.

CASE 03

Missing Item

If an item appears to be missing from your order, check whether the shipment may have been divided into multiple packages before contacting us.

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Return Questions

Before you contact us.

Can I return an item without contacting you first?

Please contact us before sending a return. This allows us to confirm eligibility and provide the appropriate return instructions for your order.

Do I have to pay return shipping?

Return shipping responsibility depends on the applicable policy and the reason for the return. Please review the current return terms provided for your order or contact customer care for clarification.

Can I exchange an item?

Exchanges may be available depending on product availability and the circumstances of the request. Contact us before returning an item if you would prefer an exchange.

When will my refund appear?

Once a refund has been processed, the time it takes to appear in your account depends on your payment provider or financial institution.

What if my return is not approved?

If a return does not meet the applicable requirements, we will explain the reason where appropriate and provide information about any available next steps.

What if local law gives me additional rights?

Nothing in this policy is intended to remove or limit mandatory consumer rights that apply to your purchase under the laws of your jurisdiction.

Need help with a return?

Contact Solvane Atelier before sending your item back.

Contact Customer Care