Refund policy
RETURN & EXCHANGE
The policy applies exclusively to items purchased directly through the Atelier Gisel website. We are unable to accept returns or exchanges for products purchased via third-party retailers or shipping from countries outside our delivery network.
14-Day Return Policy (EU Cooling-Off Period)
In accordance with EU regulations, you have the right to return your order for any reason within 14 days of delivery. To be eligible for return, all items must meet the following criteria:
Original Condition: Items must be unworn, unwashed, and in the same pristine condition in which they were received.
Tags & Seals: All original Atelier Gisel tags and hygiene seals (where applicable) must be attached and untampered with.
Complete Packaging: Items must be returned in their original Atelier Gisel Box and protective outer packaging to ensure they are not damaged during transit.
Proof of Purchase: A copy of the original invoice or order confirmation must be included in the return package.
Exclusions & Non-Returnable Items
In accordance with EU health and safety regulations and the nature of bespoke craftsmanship, the following items cannot be returned.
Personalized & Bespoke Pieces: Any item that has been customized, engraved, or created to your specific requirements is considered Final Sale.
Hygiene Items: For health reasons, pierced jewelry and certain personal care items are non-returnable.
Promotional Items: We cannot accept returns on sale items or gift cards.
Damages & Issues
Please inspect your order upon delivery, should you receive a faulty, damaged, or incorrect item, contact us immediately at to@ateliergisel.com so we may resolve the issue promptly.
How to Initiate a Return
Request Authorization: Contact us at to@ateliergisel.com within 14 days of delivery. Please include your order number and the reason for your return.
Secure Packaging & Shipping: Once authorized, you must ship the item back to our Atelier within 14 days. Returns must be shipped using a trackable and insured service and are at the customer's expenses, as Atelier Gisel is not responsible for items lost or damaged in return transit.
Return Address: Via delle Campora, 98, 50124 Florence, Italy.
International Shipping & Refused Deliveries
Customs Fees: For international returns, any customs duties, taxes, or administrative fees incurred upon the item's re-entry into Italy will be deducted from your final refund.
Refused Delivery: If an order is returned because the customer refused to pay import taxes, we will recover all costs (shipping and administrative) from the final refund. Refunds for refused deliveries are only processed once the product has safely returned to our Atelier.
USA, China, Japan: Orders to these regions are subject to personalized quotations for shipping and duties. Please contact us for a tailored quote.
Exchanges
The most efficient way to ensure you receive your desired item is to return the original purchase for a refund and place a new, separate order for the new item.
Refunds
Once your return is received and passes our quality control check, we will notify you of the approval. Approved refunds are processed automatically to your original payment method within 10 business days. Approved refunds will include the original standard shipping cost. If you selected a premium delivery method at checkout, only the standard rate will be refunded.
Should you have any questions about the return process, we invite you to reach out to us at to@ateliergisel.com