Refund policy

What is your Return Policy?

 

We have a 45 days return policy, which means you have 45 days from the package delivery date to request a return.

We will not accept any returns exceeding this time frame. Any requests for returns exceeding 45 days from the package delivery date will be denied and not accepted at our warehouse.

How do I return something to you?

 

We have a 45 days return policy, which means you have 45 days from the package delivery date to request a return. We will not accept any returns exceeding this time frame. Any requests for returns exceeding 45 days from the package delivery date will be denied and not accepted at our warehouse.

 

1. Contact us at support@atomee.com and describe the issue in detail, including the return reason, along with your order number and SKU product number. For the defective, incorrect items, please send us a clear picture or video of the problem.

 2. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If you have any concerns about returning your products, please feel free to reach out to our customer service team (support@atomee.com).

 3. Return your parcel to us. Be sure to keep hold of your proof of postage, just in case we need to see it at a later date.

 4. You'll need to allow between 10 and 21 working days (excluding weekends and public holidays) for your parcel to reach our warehouse.

 

We'll send you an email as soon as we've received your return in its original condition.

Once it arrives back with us, your return will be completed within 1 working day (excluding weekends and public holidays).

Any refund will automatically be issued to the payment method you used to place your original order. This typically takes 3-5 working days, depending on your payment provider.

All items are inspected on return.

All returned items should be sent in their original condition and packaging including tags. In the unlikely event that an item is returned to us in an unsuitable condition or outside of our return policy, we reserve the right not to refund you. If you want these returned to you, we may request that you cover the delivery cost.

 

Returning item and Package

 

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way! Items must be unworn, unwashed, and have original tags attached and returned in their original packaging.

If an item is returned to us damaged, worn, or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.

 

Final sale

 

No returns and refunds are available for final sale items of any price.

Hygiene and our customers’ safety are super important, so certain items can’t be returned for refunds including Underwear, Swimwear, and Products in Flash sales.

Underwear, Swimwear, Bras, and Products in Flash Sale are considered final sales, non-returnable and cannot be exchanged.

 

What would cause my return/exchanged item to be denied?

 

• Items returned with obvious use, makeup, animal hair, dander, deodorant, perfume, or similar product stains.

• Products that have been used and/or returned with a broken seal and/or without their original packaging.

• Items sold as sets that are not returned as a set.

• Final Sale items returned for refund.

 

I've received a faulty item, what should I do?

 

We’re really sorry if you’ve received a faulty item.

 Please get in touch with our Customer Care team and they will gladly help you.

 Please return the item to us as soon as possible so we can get this sorted for you.

We will send you the replacements.

 Worn your favorite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full.

 

I've received an incorrect item in my order, what do I do?

 

If you've received something you haven't ordered, please send it back to us and we'll refund you as soon as it arrives back at our warehouse.

If you still want the item and it's still in stock, please order it through our website as normal. 

 

Will you refund the shipping cost of the order if I return it?

 

Your shipping cost will be refunded in some circumstances, for example, if your entire order was faulty or incorrect, or if your order has been canceled under the Consumer Contracts Regulations. 

 

Will I pay for the return shipping cost when I return the items to you?

 

 You should cover the return shipping cost.

Atomee will cover the return shipping cost in some circumstances, for example, if your entire order was faulty or incorrect. 

 

Can I exchange my item?

 

We don't offer exchanges. If you would like a different size or color, please return your unwanted item (you cover the delivery cost) and place a new order.

 

Can I return an item for an exchange instead of a refund?

 

We're not able to offer an exchange on returned items and all returned items will be refunded once they've been received by our warehouse. If you need a different size or color of an item, then you'll need to place a new order.