Refund policy

At Atelier Nourel, we want you to be completely satisfied with your order. If an item does not fit or is not quite what you expected, you may exercise your statutory right of withdrawal.

14-day right of withdrawal

As a consumer, you have the right to withdraw from an online purchase without giving a reason within 14 days after receiving your order.

To exercise this right, notify us within this 14-day period by emailing:

support@ateliernourel.com

Please include your name, order number and the item or items you wish to return.

After notifying us, you have a further 14 days to send the item back.

Trying on and inspecting an item

You may unpack and try on an item at home to determine whether you wish to keep it, as you would in a physical store.

Please handle the item with care. Where reasonably possible, returned items should be:

clean and undamaged;
not worn or used beyond what is necessary to try on and inspect the item;
returned with the original Atelier Nourel label, if it is still attached; and
returned in their original packaging, where reasonably possible.

If an item has been handled or used beyond what is necessary to establish its nature, characteristics and fit, you may be responsible for any resulting reduction in value. Atelier Nourel may deduct this reduction in value from the refund where legally permitted.

Return shipping costs

The cost of returning an item under the right of withdrawal is the customer’s responsibility.

We recommend using a trackable shipping method and retaining proof of shipment until your return has been fully processed. You remain responsible for the return shipment until it has been received by Atelier Nourel.

Return address

Returns must be sent to:

Atelier Nourel
Javakade 262
1019 RX Amsterdam
The Netherlands

Please contact us before sending your return. Include your order number or a copy of your packing slip inside the parcel so that we can identify and process your return.

Refunds

Following a valid withdrawal, we will refund the amount due within 14 days after receiving your notification of withdrawal.

We may withhold the refund until we have received the returned item or until you have provided proof that the item has been sent back, whichever occurs first.

Refunds will be issued using the same payment method used for the original purchase, unless expressly agreed otherwise. You will not be charged any fees for the refund.

If you return your entire order, any amount paid for our least expensive standard delivery method will also be refunded, as required by law. Additional charges for a more expensive delivery option will not be refunded.

If you return only part of your order, the original delivery costs will not be refunded. If your order was delivered free of charge, there are no original delivery costs to refund.

The time it takes for the refund to appear in your account may depend on your bank or payment provider.

Incorrect, damaged or defective items

Please inspect your order upon receipt.

If you believe that you have received an incorrect, damaged or defective item, contact us as soon as possible at support@ateliernourel.com. Include your order number, a clear description of the issue and clear photographs showing the item and the reported issue.

Please do not return the item before receiving return instructions from us.

We will assess the information provided. If the item is confirmed to be incorrect, damaged or defective, Atelier Nourel will provide an appropriate remedy in accordance with applicable statutory rights.

If no defect or fulfilment error is established and you still wish to return the item, the standard right-of-withdrawal conditions and return shipping costs described above will apply.

Exchanges

We do not process direct exchanges.

If you would like a different item or size, you may return the original item in accordance with this policy and place a new order.

Exceptions to the right of withdrawal

The statutory right of withdrawal does not apply to products made to the customer’s personal specifications or clearly personalised for the customer, provided the legal requirements for this exception are met.

If a product is excluded from the right of withdrawal, this will be clearly stated on the relevant product page before the order is placed.

This policy does not limit any statutory consumer rights.

Model withdrawal form

You are not required to use this form. You may also clearly inform us by email at support@ateliernourel.com that you wish to withdraw from your purchase.

Complete and return this form only if you wish to use the model withdrawal form:

To:

Atelier Nourel
Javakade 262
1019 RX Amsterdam
The Netherlands
support@ateliernourel.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Product(s):
..............................................................................

Order number:
..............................................................................

Ordered on:
..............................................................................

Received on:
..............................................................................

Name of customer:
..............................................................................

Address of customer:
..............................................................................

..............................................................................

Signature of customer, only if this form is submitted on paper: