Returns and Refunds | Atelier Emé

Returns, Exchanges and Refunds

To confirm the collection of the return by courier, you must contact Poste Italiane at 06.4526.3160 and provide the return tracking number found on the label (e.g. 3UW1IF1111111).

RETURNS WITH COURIER: ALWAYS FREE FOR LOYALTY CUSTOMERS
RETURNS TO STORES: ALWAYS FREE
RETURN VIA PICK UP POINT: ALWAYS FREE FOR LOYALTY CUSTOMER
EXCHANGE OF SIZE/COLOR

Remember that you have up to 14 days from the delivery of your online order to change your mind and return/exchange the goods you want to return to the courier. If you wish to return to one of our stores, please bring the items back to the store within 14 days of the delivery date. We inform you that returns are always free in all our stores and for all members of our loyalty program. If you are not enrolled in our loyalty program, you always bear the shipping costs for the return with the carrier (€ 2,95). For more info, see our RETURN POLICY in art. 7 of the general conditions of sale. Please keep in mind that we have the right to refuse your return in case of dirty, worn and/or used dresses.

COLLECTION AT HOME VIA COURIER

How to make a return on atelier-eme.com?

To make the return request, you can access the order status at any time by entering the "ORDERS" section, after logging in to your account. If you have not registered on atelier-eme.com, you can directly access the "TRACK YOUR ORDER/ RETURN" section. You will find in the details of your order, the "RETURN" button and you will only have to fill in the return form by selecting the item, the quantity and the reason. Remember to apply the return label you can find inside of your order to the package of your return, if you have not received it or you have lost it, you can always print it on the return page of your order. If you need help, don't hesitate to contact our Customer Service. Returns are possible by courier or in your trusted Atelier Emé store.

How does the return with courier work?

Making a return by courier is simple and you just need to follow these simple steps. Go to your account if you are registered or use the link Track your order/return: 1. Fill out the return form and choose the method "Collection at home via courier". 2. Choose the date for the collection of the return and provide the address where the courier will have to collect it. 3. Prepare the package making sure you have carefully packed the goods you want to return. 4. Attacht the return label that you received with your order onto the package. 5. Make sure you or someone else is there on the day of collection at the address you indicated. If the couirer did not come to collect the package on the scheduled date or there were problems with the collection, you can always contact Poste Italiane at 06.4526.3160.

The courier did not come to collect my return, can I book a new return pickup?

800.336.622.

If the courier has not come to collect the package on the scheduled date, please contact Poste Italiane again to arrange a new collection at 06.4526.3160.

Can I check the delivery status of the return?

Yes, you can check the delivery status of your return by entering the waybill number on the Poste Italiane website in the "Tracking shipments" section.

Where can I find the return label?

The return label was sent to you with the order, you can find it in the package.

What should I do if I didn't receive/I lost the label that came with my delivery?

To be able to find and download the label, you must first complete the return procedure. You can do that by accessing the "Track your order/return" section and clicking on the "Return request" button. You will be able to download the label directly from the details of your return after 24 hours. By clicking on the "Download the label" box, the return label will be sent to the email address associated with the order for which the return has been made. No login is necessary.

I filled out the return form but I have changed my mind and I want to keep the items, what can I do?

If you have changed your mind, please do not arrange a pickup with the courier. The return request cannot be canceled, but it will not affect your order in any way.

I have already filled out the online return form and I want to change it, what can I do?

Unfortunately, the online return form cannot be changed after it is filled out, therefore, make sure you choose correctly all the items you wish to return by courier. If you wish to return other products that you did not include in the return request, you can return them free of charge to any Atelier Emé store within 14 days of delivery of the order.

How and when will I receive a refund for my return?

The refund will be made no later than 14 working days from the return of the products, using the payment method you have chosen on our site.

In case of a return, will I always be refunded the initial shipping costs?

The initial shipping costs you have paid will only be refunded when you have returned all the items in your order. Therefore, if you return only some of the items you ordered and keep others, the initial shipping costs will not be refunded.

How is my refund processed if I paid with Klarna Pay in 3?

After your return is approved, you will be refunded for the instalments already charged, while the instalments not yet charged will be canceled. In case of a partial return, the refund amount will be deducted from the remaining instalments and you will be refunded the rest if necessary.

RETURN TO THE STORE

Can I exchange my online order in the shop?

We are happy to inform you that it is possible to exchange within 14 days from receiving your order, products purchased online at any Atelier Emé store in Italy.

Can I return my online purchase to the store?

It is possible to return the products purchased online for free, even on several occasions, in one of our Atelier Emé stores in Italy. Remember that you have 14 days to return from when you received the products. The refund will be made with the method you have chosen from among those accepted in the store where you have decided to make the return.

How can I make an in-store return of an online purchase?

Buy on atelier-eme.com, try the products and if something you do not like or do not fit, exchange or return the products to an Atelier Emé store within 14 days of delivery of the order. If you choose to return at an Atelier Emé store, these are the steps to follow:
1. Deliver the items to any Atelier Emé Italia store.
2. You will have the choice to change the product or receive a refund.
3. In the case of a refund, you can choose between several refund methods among those accepted in your chosen store, where you have decided to make the return.

How and when will I get a refund for my in-store return?

The refund will be made no later than 14 working days from the return of the products, using the method you have chosen among those accepted in the store where you have decided to make the return. Please note that the store is not required to return the amount of your return in cash.

RETURN AT A COLLECTION POINT

Can I return my order to a post office or Poste Italiane Pick-Up Point?

Of course, you can deliver your return directly to a post office or a Poste Italiane Pick-Up Point (e.g. participating tobacconists) by following these simple steps. Go to your account if you are registered or use the link "TRACK YOUR ORDER/RETURN":
1. Fill out the return request and choose the "Collection Point" method.
2. Prepare your package and make sure you have carefully packed the goods you want to return.
3. Attach the return label that you received with your order on the package.
4. Take the package to a post office or a Poste Italiane Pick-up Point closest to you.

EXCHANGE OF SIZE/COLOUR

Can I request an exchange?

You may request the exchange of purchased items only with products of the same model, selecting a different size or colour, if available. Once the returned item has been received and verified, we will proceed with the shipment of the new product, if in stock.
An exchange is possible only if:
1.The product is the same model
2.The price of the product has not changed.
3.The product to be replaced was purchased at full price.
4.An alternative size and/or color is available.
The size/colour exchange option will be displayed as available only when these conditions are met.
Exchange is allowed exclusively for products that have not been used, worn, washed, soiled, or damaged, that show no signs of use, and that are returned in their original packaging, exactly as delivered, complete with all accessories and with the original tags and labels intact and not removed. Personalised items cannot be exchanged.
If the exchange cannot be carried out, you will be entitled to a refund of the price paid for the item not eligible for exchange, in accordance with the Terms and Conditions of Sale. An item may be exchanged for a different size or colour only once. If the exchanged item does not meet your expectations, it may be returned and refunded via Return Card or bank transfer.

How to request an exchange on Atelier-eme.com?

To request an exchange:
1.Access the order status at any time from the “ORDERS” section after logging into your account.
2.If you do not have an account, you may use the “TRACK YOUR ORDER/RETURN” section.
3.Inside the order details, you will find the “EXCHANGE” button. Simply select the item to exchange and confirm the new size and/or colour.
Remember to apply to your return parcel the prepaid return label included in your order. If you did not receive it or have misplaced it, you can print a new label from the return page of your order.
For assistance, our Customer Care team is always available.