Refund policy

Return & Refund Policy — Princess Atelier

Princess Atelier creates handcrafted luxury embroidery pieces of the highest quality. Please read this policy carefully before placing your order.

Nothing in this policy limits any statutory consumer rights that cannot be excluded or restricted under applicable law.

Ready-to-Order Products Returns are accepted only where a ready-to-order product arrives defective or damaged and are subject to verification. To initiate a claim, please contact Princess Atelier promptly after delivery with clear photographs of the product and your order details. We will review each case individually.

Where a return is approved, the product must be unused and returned in its original condition. Return shipping costs are the responsibility of the customer. Return shipping instructions will be provided on a case-by-case basis following approval.

Bespoke & Custom Orders — Final Sale

Bespoke and custom-made pieces are created specifically according to each customer's approved design and requirements. As such, bespoke and custom orders are final sale and are not eligible for return, refund or cancellation once production has commenced, except where required by applicable law or in the case of a verified manufacturing defect.

Order Cancellation

  • Ready-to-Order: Cancellation requests for ready-to-order products may be considered provided the order has not yet been dispatched. Please contact us as soon as possible if you wish to cancel.

  • Bespoke & Custom Orders: Cancellation may be requested before production has commenced. Once production has begun, the order cannot be cancelled except where required by applicable law.

Damaged Products

If a ready-to-order product arrives damaged, please contact Princess Atelier promptly after delivery with photographs and your order details. Each case will be reviewed and, where damage is verified, Princess Atelier will offer an appropriate resolution.

Refunds

If a refund is approved, it will be processed through the original payment method where possible. The time required for the refund to appear may vary depending on your payment provider or bank.

International Orders

Customs duties, import taxes, VAT/GST and any other destination-country charges are the responsibility of the customer and are not refundable by Princess Atelier.

Contact

For any return or refund enquiries, please contact us through the contact page on our website. All claims are subject to review and verification.