14-day return policy.
Full Refund or Exchanges
Exceptions apply. (*)
Please follow these instructions:
- 1› Email [email protected] with your order number and specific reason for the return.
- 2› ateliernovō will get back to you with a Return Merchandise Authorization number (RMA#).
- 3› Pack the item in the original packaging with the RMA# as well as the certificate of authenticity.
Important: All returned items must arrive in perfect condition with the proper paperwork and in their original packaging to qualify for returns.
Ship it back to us at our warehouse:
80 rue des Sablons
You are responsible for all return shipping costs. In addition, shipping charges for items delivered to countries outside the US or the European Union will not be refunded.
Once the Return Merchandise Authorization number (RMA#) has been issued, the return item must be received at our warehouse within 30 days. Please do not send your order back to us before contacting us at [email protected] and receiving an approval notification with an RMA number.
(*) Made-to-order: in the event of return or cancellation of any made-to-order piece, ateliernovō will hold the 50% non-refundable deposit for all expenses incurred.
(*) Personalized or Custom Pieces. These items are made for you only and cannot be returned or exchanged.
After your item is received and inspected in our warehouse, your refund will be processed within 5 business days and a credit will be automatically applied to your credit card in the same currency as your original order. It then typically takes 7 to 14 days for your bank or credit card issuer to process the refund and credit your account.
If you have provided your email address, we will keep you informed of when we receive and process your return. Of course, please feel free to contact us if you have any questions on the status of your return at [email protected].
To see if an exchange is possible, email us at [email protected] within 14 days of receipt and we will check our inventory for a comparable item. If an exchange is possible, we will let you know promptly.
Given the limited quantities of many of our pieces (many are unique), a replacement may not be possible. If an item is no longer on the site, it is unfortunately no longer available.
We take pride in the quality of objects and your satisfaction is our top priority. Upon receipt, please inspect your purchase.
In the unfortunate event that your order arrives in less than perfect condition, simply take photos of the item (and if applicable, of the damaged packaging), then attach the photos to an email and contact us no later than seven days after delivery to [email protected]. Please include your order number and the name of the item that was damaged.
An ateliernovō representative will get back to you within 2 business days to resolve the situation. We will work with you to order a replacement if possible or provide a refund.
Important – All damaged items must be reported to our services within 7 days of delivery.
- Please be sure to inspect the item immediately upon delivery.
- Note any issues you find on the shipping provider’s official paperwork.
- Keep all packaging and shipping documents.
- For photos, we recommend taking both close-ups of the areas of concern, and photos of the item as a whole.
If you believe your item was lost in transit, contact us within 90 days of placing your order, and we will work with you to reach a solution that is acceptable to you.
In the rare event that an incorrect piece has been shipped to you, please contact us immediately so we can arrange for the correct piece to be shipped.
You will be held responsible for return shipping, and all other associated costs when any of the following circumstances occur. Absolutely no refund will be issued.
- The carrier makes three unsuccessful attempts to deliver the package to your address.
- You provided an invalid address.