Returns & Refunds.

Almost everything we make is built to order against a signed quote. That changes the standard return rules. This page explains exactly when you can get a refund, exactly when you cannot, and what we will do if a piece arrives wrong.

1. What counts as a defect.

A piece is defective when it does not match the spec on the signed quote and tech pack. Examples:

• Wrong fabric (we shipped a different mill than was specified)
• Wrong size grading (size 38 measured differently than the spec)
• Construction failure (seam comes apart on first wear, hem comes undone in transit)
• Wrong color, wrong print scale, wrong hardware
• Missing or wrong label

If you receive a defective piece, email [email protected] within 14 days of receipt with photographs and a brief description. We respond within two business days with a remedy:

1. Re-make the piece at our cost (preferred, default remedy)
2. Refund the unit price of the defective piece(s)
3. Partial credit applied to a future order

Return shipping for defective pieces is paid by us via DHL Express pre-paid label.

2. What does not count as a defect.

• Variations within mill tolerance on textile properties (slight slubbing in linen, dye-lot variation up to 3% Delta-E)
• Differences between sample and production photography lighting
• You changed your mind on the design after the sample was approved
• The recipient (your customer) ordered the wrong size, given accurate size charts
• Care-instruction breach (washed dry-clean-only fabric in a machine)

3. Made-to-order: no change of mind refunds.

Under EU consumer law (Article L221-28 of the French Code de la consommation and equivalent provisions in other jurisdictions), made-to-order or personalised goods are exempt from the 14-day cooling-off right. Once the quote is signed and production has begun, the buyer cannot cancel for a refund unless the goods are defective per Section 1.

This is not us being difficult. It is the legal default for custom production, and it is why production is cheap enough to be possible at our volume.

4. Cancellation before production begins.

• Before tech-pack sign-off: full refund of any deposit minus a 10% admin fee or actual cost incurred by us to date, whichever is greater.
• After tech-pack sign-off but before cutting: 50% refund of design fees paid; production fees not yet invoiced are simply not invoiced.
• After cutting begins: no refund of production fees because fabric is already cut and labour is already booked. We will however ship whatever has been produced when production stops, at the client's choice.

5. EU consumer 14-day right (where it does apply).

For non-personalised purchases by an EU consumer (for example, stock pieces purchased from the atelier wardrobe with no customisation), you have 14 days from receipt to withdraw without giving a reason. To exercise this right, email [email protected] with "Withdrawal" in the subject before the 14-day deadline. Return the goods within 14 days of the withdrawal notice, in their original condition, at your own cost. We refund the purchase price within 14 days of receiving the goods.

6. Shipping damage.

If a parcel arrives damaged, photograph the damage before opening, retain all packaging, and email us within 48 hours. We file the courier claim and re-make the affected pieces at our cost. Damage reports after 48 hours may not be eligible for courier reimbursement.

7. Customs-related delays or refusals.

Customs charges in your country are your responsibility. If a shipment is refused at customs and returned to Paris because you declined to pay duties or VAT/GST on import, we can reship after you cover the round-trip courier cost, or we can refund the unit price of the goods (less original shipping cost) once they are returned to the atelier in saleable condition.

8. Refund mechanics.

• Refunds are issued to the original payment method where possible.
• SWIFT wire refunds may take 5 to 10 banking days.
• Card refunds appear on your statement within 5 to 14 days depending on the issuer.
• Refunds in non-EUR currencies are calculated at the spot rate of the refund date, not the original purchase date. We do not refund forex differences.

9. Disputes.

If we cannot agree on a remedy, French consumer mediation is available for B2C buyers via CM2C (Centre de la Médiation de la Consommation de Conciliateurs de Justice). For B2B disputes, ICC arbitration in Paris is available by mutual agreement. See the Terms & Conditions.

10. Contact for refund questions.

Email [email protected] with "Refund" in the subject. Include your order reference and photographs of any defect. We respond within two business days.