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.

To return an item, for any reason, the product must be in its original, complete packaging, along with its original shipping box. Any accessories (carry bag, warranty card, etc.) must also be included.

Non-refundable items: Gift cards, Sale 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 package is marked as delivered but you claim not to have received it, we will reship your order. However, we will not issue a refund unless you have purchased our loss and theft insurance.

If you do not provide your phone number at the time of purchase and the delivery fails, or if the package is marked as delivered but the customer reports that they did not receive it, no refund will be issued. 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, along with photos of the product in question. We will then offer you:

We will replace the product at our expense. We will issue 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 arrives less than 5 business days late compared to the estimated delivery date, you may request a partial refund of up to 15% of the order value. If your order arrives more than 5 business days late, you may request a full refund, provided that you return the product 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 blockades.

Refunds (if any)

Once your return request has been submitted to our team and approved, you will receive a prepaid shipping label within 48 hours to return the package to our fulfillment center, provided that you purchased insurance at the time of purchase or did not take advantage of 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 will then have 5 business days to drop off the package at the nearest post office.

After you drop off your package, it will take between 6 and 11 business days for us to receive it and verify that everything is in order.

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

Exceptional cases

For any product weighing more than 3 kg, the customer is responsible for the return shipping costs, regardless of the reason for the return. We recommend using a carrier that offers package tracking to ensure that the returned product is received.

Return before shipment

If a return request is made before the tracking number is generated and sent to you, your order will be fully refunded. However, once the tracking number has been generated and sent to you, the item can only be returned after we have received the package. In this case, you will need to wait until you receive the product before returning it to us to receive a full refund.

Delays or failure to refund (where applicable)

If you haven't received your refund yet, please check your bank account first. Next, contact your credit card company, as it may take some time for your refund to officially appear. If you've already done this and still haven't received your refund, please contact us at contact@atelier-cohen-dubois.com.

Exchanges (if any)

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: Carrer Lepant 386, 08025 Barcelona, Spain.

Shipping

To return your product, please send it to the following address: Carrer Lepant 386, 08025 Barcelona, Spain. Once your return request has been approved, we will send you a prepaid shipping label within 48 hours. You must drop off your package within 5 business days of receiving the label. Depending on your location, shipping time may vary from 6 to 11 business days.

Last updated: June 5, 2026