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Returns & refunds

Easy returns, no stress.

Not quite right? No problem. Here’s everything you need to know about returning an item and getting your money back. This policy does not affect your statutory rights as a UK consumer.

Last updated: 22 October 2026

30Day returnsFrom the day your order is delivered
FreeUK returnsWe provide your return label
14Day refundsOnce we receive your return
100%Faulty items coveredWe’ll put it right at no cost
How it works

Return in 3 simple steps

  1. Contact us

    Email support@hauteatelier.store within 30 days of delivery with your order number and the item(s) you’d like to return.

  2. Get your instructions

    We’ll reply within 24 hours (Monday to Friday) with your return label and the address to send your parcel to.

  3. Send it back

    Pack your item(s) securely and send them as instructed. Keep your proof of postage until your refund arrives.

Please don’t send items back before receiving your instructions. Our business address is not a returns address.

i.

Our 30-day returns promise

You can return most items within 30 days of the date your order is delivered for a full refund of the item price. This is longer than the 14-day cancellation period required by law.

To be accepted, items must be:

  • unworn, unwashed and unused, apart from trying them on as you would in a shop;
  • in their original condition, with all tags and labels still attached;
  • returned with any original packaging, dust bags or accessories;
  • accompanied by proof of purchase, such as your order number or order confirmation email.

Returns sent without contacting us first, or to the wrong address, may be delayed or lost, so please always wait for your instructions.

ii.

Return postage

Returns are free for UK orders. We’ll provide a prepaid return label or tell you how to send your parcel back at no cost.

iii.

Your refund

  • Once your return arrives, we’ll check it and email you to confirm.
  • We’ll refund you within 14 days of receiving your return (or of you providing proof that you’ve sent it back, if that is earlier).
  • Refunds go back to your original payment method. Depending on your bank or payment provider (including Shop Pay, PayPal and Klarna), it can take a further 3–10 working days to appear.
  • If you haven’t received your refund 10 working days after we’ve confirmed it, please contact us and we’ll check it for you.
  • If you return your whole order within 14 days of delivery, we’ll also refund the original standard delivery charge you paid.
  • If an item comes back used, damaged or not in its original condition, we may reduce your refund to reflect the loss in value, as allowed by law. We’ll always explain this to you first.
iv.

Exchanges

We don’t offer direct exchanges. The quickest way to get a different size or colour is to return the original item for a refund and place a new order, so you don’t miss out while stock lasts.

v.

Fragrance & beauty

For health and hygiene reasons, we can only accept returns of the following if they are unopened and still in their original sealed packaging:

  • fragrances and perfumes;
  • make-up, skincare and other beauty products.

Fragrances contain alcohol and are classed as flammable liquids, which many carriers restrict. If you’re returning a sealed fragrance, please only send it using the method in your return instructions.

This doesn’t affect your rights if one of these items arrives faulty, damaged or not as described.

vi.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty, or isn’t what you ordered, please email support@hauteatelier.store as soon as possible with your order number and a photo of the problem.

  • You can return a faulty item for a full refund within 30 days of delivery, under the Consumer Rights Act 2015.
  • After 30 days, we’ll offer a repair or replacement, or a refund if that isn’t possible.
  • We’ll cover all return costs for faulty, damaged or incorrect items, and refund any delivery charge you paid for them.
vii.

Sale items & offers

Sale items and items bought with a discount code (such as WELCOME10) can be returned in the same way as full-price items. You’ll be refunded the amount you actually paid.

Buy 2 Get 1 Free: if you return part of an order bought under this offer, your refund will be based on the price you actually paid for the items you keep and return. If you return an item so that the order no longer qualifies for the offer, the free item will be charged at its normal price and deducted from your refund. We’ll always show you the calculation.
viii.

Cancelling an order

If you’d like to cancel, email us at support@hauteatelier.store as soon as possible with your order number. If your order hasn’t been dispatched yet, we’ll cancel it and refund you in full. If it has already been dispatched, you can return it using the steps above.

ix.

Parcels that don’t arrive

If your tracking shows no movement for an extended period, or your order hasn’t arrived more than 3 working days after its expected delivery date, please contact us. We’ll investigate with the carrier and, if your parcel is confirmed lost, send a replacement or a full refund.

x.

Your legal rights

As a UK customer buying online, you have the right to cancel your order within 14 days of receiving it without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Our 30-day policy is in addition to, and does not replace, these rights or your rights under the Consumer Rights Act 2015.

xi.

Contact Us

Questions about a return or refund? We’re happy to help.

Email: support@hauteatelier.store
Phone: +44 7460677947
Contact us page: Send us a message
Hours: Monday to Friday, 9am – 6pm (UK Time)
Business: Haute Atelier, a trading name of CloudAxis Solutions LTD, 10 Abbots Eversley Park, Chester, CH2 2DY, United Kingdom (Not a Returns Address)

Ready to return?

We’ll make it easy.

Send us your order number and we’ll take care of the rest.

Start a return Returns FAQs