Last updated: 15 September 2026
Items damaged during shipping
If an item arrives broken or damaged during shipping, you may request a refund or a replacement at no additional cost. Please contact us as soon as reasonably possible with your order number and a description of the damage. If safe and practical, include photographs of the item and packaging and keep the packaging while we resolve the issue. Photographs help us investigate but do not limit your statutory rights.
We will agree the remedy with you. If a replacement is unavailable, we will offer a refund. If we require the damaged item back, we will arrange or pay for its return; please do not send broken glass or other hazardous items without our instructions. For a refund of an entire damaged order, we also refund the original standard delivery charge.
Change-of-mind returns
You may request a return within 30 days of receiving your order. Contact us with your order number before sending it back so that we can provide the correct return address and instructions. Send the item within 14 days of requesting the return. For our voluntary 30-day return offer, items must be unused and in their original condition, with their accessories and original packaging.
You are responsible for the return shipping cost for a change-of-mind return. Pack the item securely; we recommend tracked shipping and keeping your proof of postage. We do not charge a restocking fee. Original delivery charges are not refunded for voluntary change-of-mind returns, except where required by law.
Refund processing
We will notify you when your return has been received and checked. Approved refunds go to the original payment method, normally within 10 business days of receiving the returned item. Your bank or payment provider may take additional time to show the credit. Any shorter refund deadline required by applicable law takes precedence.
Faulty, incorrect or misdescribed items
If your item is faulty, incorrect or not as described, please contact us. We will provide the remedy required by applicable law and cover any necessary return shipping. The customer-paid return postage rule applies to change-of-mind returns, not to items for which we are responsible.
Mandatory cancellation and consumer rights
This policy is in addition to, and does not limit, your statutory rights. Where EU or UK distance-selling cancellation rights apply, you can normally notify us of cancellation within 14 days of delivery and then return the goods within 14 days of notifying us. You may inspect goods as you would in a shop; any lawful deduction for handling beyond what is necessary to establish their nature, characteristics and functioning will be explained.
For an eligible statutory cancellation, we refund the amounts due, including the cost of the least expensive standard outbound delivery we offered, within 14 days of your cancellation notice. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever is earlier. You pay the direct return shipping cost for a change-of-mind cancellation unless applicable law requires otherwise. Mandatory exceptions and any more favourable rights applicable to your purchase remain in place.
How to start a return
Contact Atelier Courvalle with your order number, the item and whether you would like a refund or replacement. Please use the return address we provide; it may differ from the dispatch address.