Refund policy

Returns and Refund Policy

Our returns policy runs for 30 days. If more than 30 days have passed since your purchase, we are unfortunately unable to offer you a refund or an exchange.

Return Conditions

To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in its original packaging.

Whatever the reason for the return, the product's original packaging must be complete, as must its original shipping carton. Any accessories (carry bag, warranty card, etc.) must also be included.

Non-refundable items: Gift cards Items on promotion

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Products marked as delivered but not received

If a parcel is marked as delivered but you state that you have not received it, we will send your order again. However, we do not issue a refund unless you have taken out our loss and theft insurance.

If you do not provide your telephone number at the time of purchase and delivery fails, or the parcel is marked as delivered but the customer declares it not received, no refund will be granted. The customer may only request that a new product be sent.

Products received broken or damaged

If your product arrives damaged or has a manufacturing defect, please contact us within 14 days of receipt, with photos of the product concerned. We will then offer you:

A replacement of the product at our expense. A partial refund (up to 30%) if you wish to keep the item.

Conditions in the event of delivery delays

We understand that delivery delays can cause inconvenience. For this reason, we have set out the following rules:

If your order arrives less than 5 working days later than the stated delivery time, you may request a partial refund of up to 15% of the value of your order. If your order arrives more than 5 working days late, you may request a full refund, provided that the product is returned at your own expense.

Please note that we cannot be held responsible for delays caused by circumstances beyond our control, such as strikes, bad weather or customs holds.

Refunds (if applicable)

Once your return request has been passed to our team and approved, you will receive a prepaid shipping label within 48 hours to send the parcel back to our logistics centre, provided that you took out the insurance at the time of purchase or did not benefit from any promotions.

Once your return request has been passed to our team and approved, you will receive a prepaid shipping label within 48 hours to send the parcel back to our logistics centre.

You will then have 5 working days to drop the parcel off at your nearest post office.

After you have dropped off your parcel, please allow between 6 and 11 working days for us to receive it and check that everything is in order.

Once the check is complete, we will notify you by email whether your refund has been approved or rejected. If your request is approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within a few days.

Exceptional case

For any product weighing more than 3 kg, the customer will bear the return costs, whatever the reason for withdrawal. We recommend using a carrier that offers parcel tracking, so as to ensure that the returned product is properly received.

Return before dispatch

If a return request is made before the tracking number has been created and sent, your order will be refunded in full. However, once the tracking number has been created and sent to the customer, the item can only be returned after the parcel has been received. In that case, the customer must wait to receive the product before sending it back to us and obtaining a full refund.

Delayed or Missing Refunds (if applicable)

If you have not yet received your refund, please first check your bank account. Then contact your credit card company, as there may be a delay before your refund is officially posted. If you have already done this and still have not received your refund, please contact us at contact@atelier-cohen-dubois.com.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange an item, please contact us at contact@atelier-cohen-dubois.com and send the item to: Av. Diagonal, 399 4º 2ª. - 08008 BARCELONA

Shipping

To return your product, you must send it to the following address:

Av. Diagonal, 399 4º 2ª. - 08008 BARCELONA, Spain. Once your return request has been accepted, we will send you a prepaid shipping label within 48 hours. You must drop off your parcel within 5 working days of receiving the label. Depending on where you live, shipping time may vary from 6 to 11 working days.

Last updated: 08/07/2026