Refund policy

Return and Refund Policy

Our return policy is valid for a period of 30 days. If more than 30 days have elapsed since your purchase, we are unfortunately unable to offer you a refund or exchange.

Return conditions

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

Non-refundable items :

  • Gift cards
  • Promotional items

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

Products recorded as delivered but not received

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

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 in question.
We will then offer you :

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

Conditions in the event of late delivery

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

  • If your order is less than 5 working days late, you can 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 can request a full refund, provided the product is returned at your expense.

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

Refunds (if any)

Once your return request has been forwarded to our team and approved, you will receive a prepaid shipping label within 48 hours to return the parcel to our logistics center, provided you have taken out insurance at the time of purchase or have not benefited from any promotions.

Once your return request has been forwarded to our team and approved, you will receive a prepaid shipping label within 48 hours to return the package to our logistics center.

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

After dropping off your parcel, it will take between 6 and 11 working days for us to receive it and check that everything is in order.

Once verification is complete, we will notify you by e-mail 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 original credit card or payment method within a few days.

Exceptional cases

For any product weighing more than 3 kg, the customer is responsible for return shipping costs, regardless of the reason for retraction. It is recommended to use a carrier offering parcel tracking in order to guarantee proper receipt of the returned product.

Return before shipment

If a return request is made before the tracking number has been created and sent to the customer, your order will be refunded in full.
However, once the tracking number has been created and sent to the customer, the item cannot be returned until the package has been received. In this case, the customer must wait to receive the product before returning it to us for a full refund.

Delays or failure to refund (where applicable)

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

Exchanges (if any)

We will only replace items if they are faulty or damaged. If you need to exchange an item, please contact us at contact@atelier-cohen-dubois.com and send the article to Carrer Lepant 386, 08025 Barcelona, Spain.

Shipping

To return your product, you must send it to the following address: Carrer Lepant 386, 08025 Barcelona, Spain. Once your return request has been accepted, we will send you a prepaid shipping label within 48 hours. You must hand in 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 modified: 10/10/2024