Refund policy

Table of Contents

• Overview
• Damaged or incorrect items
• Items lost in transit
• Refunds and replacements
• Returns
• Request a refund or replacement
• Exceptions
• Contact information

Overview

Our store has a 21-day refund, replacement, and return policy, which means you have 21 days from the confirmed or most recent estimated delivery date of your order to request a refund, replacement item, or return.

To request a refund or replacement, see the section “Request a refund or replacement”. For more information about returns, see the section “Returns”.

Please note that we offer refunds and replacements only under specific circumstances, which are described below.

Damaged or incorrect items

Upon receiving your order, we ask that you examine it and submit a refund/replacement request right away if any of your products are damaged or incorrect.

Damaged items

“Damaged” means that the product was delivered to the customer in a state that was not intended by DPB Atelier, with visible wear, tear, broken components, or any characteristics which render the product unable to fulfill its intended function.

Incorrect items

“Incorrect” means that a different product was delivered to the customer than what was requested by the customer at the time of order. This also includes misprinted items (i.e. products that have a different design than what was requested at the time of order). The correctness of a product can be verified from the product SKU code.

If an item you ordered and had shipped to you is incorrect, we may ask you to return the item using the procedure outlined in the section “Returns” below.

Items lost in transit

For packages lost during transit, claims must be submitted no later than 21 days after the most recent estimated delivery date of your order. If your claim is approved, we will happily offer you a full refund, or produce and ship a new item for you, free of charge.

Before submitting a claim, please help us by doing the following:

• Review your order and shipping confirmation emails to see if there was a mistake in the delivery address. If the delivery address is correct, please submit a claim and we’ll look into it. If you did find a mistake in your delivery address, we can offer to send you a replacement order, however you will be responsible for the shipping costs.
• See if the shipping carrier’s delivery staff left any additional details or instructions about your shipment.
• Double-check your order’s tracking information. If there are no updates in the tracking history, it suggests the package may have been lost during transit. If there are entries in the tracking log, the package could be experiencing delays at some stage of the delivery process. We recommend allowing a few extra days for the package to arrive. If the package still hasn’t been delivered, please submit a claim (no later than 21 days after the estimated delivery date).
• Ask your neighbors and/or your local post office. It’s possible that the package is with them or they may know something about its location.

To submit a claim, please submit a refund or replacement request (see section “Request a refund or replacement” below), or contact us through our Contact page or by email (see section “Contact information” below).

Packages marked as “delivered”

It is important to note that if the tracking information indicates that the order was delivered, we cannot take responsibility for the lost item, since there is no way to verify the claim. Refunds or replacements are offered only to items that were confirmed as lost by the shipping carrier. Stolen packages are not covered by our refund/replacement policy.

Refunds and replacements

As mentioned above, DPB Atelier will issue a refund or replacement for damaged or incorrect items, or for packages confirmed to be lost in transit.

Refunds and replacements will be processed shortly after your request has been approved. If you are required to return a damaged or incorrect product to us, refunds and replacements will be processed shortly after we have received and inspected your returned item.

Refunds

Refunds will be automatically sent to the payment method that was used on your original order. If you don’t have access to that payment method anymore, then you must contact the bank or agency for the original payment method to claim the funds after the refund has been sent. Please note that it can take up to 10 business days to receive the refund and have it shown in your account.

Replacements

Replacement items are processed and delivered free of charge. The time in which it takes for you to receive a replacement item will be similar to the timeframe of a regular order. For more information about estimated delivery times, read our Shipping Policy.

Returns

Return eligibility

To be eligible for a return, your item must be in its original, unused, and unworn condition, with all tags attached and in its original packaging. Additionally, you need to provide proof of purchase, such as a receipt.

Unfortunately, we do not accept returns for cases of buyer’s remorse, incorrect sizing, or change-of-mind decisions, and we do not offer exchanges. Before making a purchase, we recommend carefully reviewing the provided product sizing charts.

If you are unsure about your item’s eligibility for a return, please get in touch with us.

Return process

To begin the return process, first submit a refund or replacement request (see section “Request a refund or replacement” below). If your request is approved, you will be provided with instructions on how and where to return your item.

Customers are generally not required to return damaged products to DPB Atelier before a refund or replacement item is sent. However, customers may be required to return incorrect items prior to receiving a refund or replacement. If the customer is required to return an item, DPB Atelier will be responsible for the associated return shipping costs.

Please note that we cannot accept items sent back to us without prior return authorization. Packages sent to us without prior return authorization will be returned to the sender. Do not return items to the return address located on your order’s packing slip, unless otherwise instructed by us.

We will notify you once we’ve received and inspected your return, after which we will quickly process your requested refund or replacement item.

Request a refund or replacement

If you encounter any issue described above, please submit a refund or replacement request. We will assess the issue and take the necessary steps to make it right.

To request a refund or replacement item, fill out and submit the refund/replacement request form on this web page: https://www.dpbatelier.com/pages/refund-replacement-request

Alternatively, you may contact us at support@dpbatelier.com to request a refund or replacement. When emailing us, please provide the following information about your order:

• Your full name (same name used for your order)
• Your email address (same email used for your order)
• Your order number
• A detailed description of your order’s issue
• A photo clearly showing your product’s damage or defect (if applicable)
• Your choice of a refund or free replacement

Exceptions

Certain types of items cannot be refunded, replaced, or returned, such as sale rack items, clearance items, and gift cards. Please get in touch with us if you have questions or concerns about your specific item.

Contact information

If you have any questions regarding our refund policy, please do not hesitate to contact us by sending a message through our Contact page or by emailing us at support@dpbatelier.com.

Last updated on: February 27, 2024