Policy · version 1.0
Returns Policy
Last updated: July 26, 2026
Every piece on A E T L I E R is made by an independent designer and sent to you directly from their atelier. If something isn't right, we'll make it right. This policy explains when a piece can be returned, how to arrange it, and when to expect your refund. It sits alongside your rights under South Africa's Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA) — nothing here limits those rights.
1. The window
You have 14 days from the date your order is delivered to request a return. This is longer than the seven-day cooling-off period ECTA gives you on goods bought online, and it applies whether or not you give a reason.
Once your request is approved, the piece must be with the courier within 7 days.
2. Condition
To be accepted, a returned piece must be:
- Unworn, unwashed, and unaltered.
- In its original condition, with all tags, labels, and hardware still attached.
- Returned in its original packaging, including any dust bag, box, or protective wrapping.
- Free of perfume, deodorant, makeup, and smoke.
Trying a piece on to check the fit is expected and fine. Wearing it is not.
3. What can't be returned
- Made-to-order and bespoke pieces — anything cut, sewn, or finished to your measurements or specification.
- Customised or personalised pieces — monogramming, bespoke colourways, and similar alterations.
- Pierced jewellery, intimates, and swimwear — for hygiene reasons, once the hygiene seal or protective liner has been removed.
- Beauty and fragrance — once opened or unsealed.
- Gift cards.
- Archive pieces clearly marked non-returnable on the product page at the time of purchase.
These exclusions do not apply if the piece arrives faulty, damaged, or materially different from its listing — see section 5.
4. How to start a return
- Email returns@aetlier.shop within 14 days of delivery. Include your order number, the part number on the piece's label (for example
AET-THA1-OW-00042), and the reason for the return. - We'll confirm the return with the designer and send you a return authorisation with the correct address. Please don't send anything back before you receive it — unauthorised returns can't be traced to your order.
- Pack the piece as it arrived, include the authorisation reference, and hand it to the courier within 7 days.
Keep your tracking number. The piece remains your responsibility until it reaches the designer.
5. Faulty, damaged, or not as described
Under section 56 of the CPA, you may return a piece that is defective, unsafe, or not as described within six months of delivery, and choose whether you would like it repaired, replaced, or refunded. The condition requirements in section 2 don't apply here, and we cover the return shipping.
Please send photographs with your email so we can resolve it without a second trip. Fair wear and tear, damage caused by misuse or incorrect care, and the natural variation inherent in handmade and hand-dyed pieces are not defects.
6. Who pays for return shipping
- Changed your mind, or the fit is wrong — you cover the return shipping, and the original delivery fee is not refunded.
- Faulty, damaged, incorrect, or not as described — we cover the return shipping and refund the original delivery fee in full.
7. Refunds
Once the designer receives the piece and confirms its condition, we process your refund within 10 business days. Refunds are issued through Yoco to the original payment method — we can't redirect a refund to a different card or account. Your bank may take a further few days to reflect it.
If a return is declined because the piece doesn't meet the conditions above, we'll tell you why and send it back to you at no charge.
8. Exchanges
Because most pieces are made in small runs, we don't hold exchange stock. For a different size or colourway, return the original piece for a refund and place a new order — that way the size you want is reserved the moment you order it, rather than after your return arrives.
9. Orders from more than one designer
An order may contain pieces from several ateliers and arrive in several parcels. Each piece returns to its own designer, so return separately using the address on each authorisation. Your 14-day window runs from the delivery date of each parcel, not of the order as a whole.
10. Cancelling before dispatch
If your order hasn't shipped yet, email returns@aetlier.shopand we'll cancel it for a full refund, including delivery. Once a piece has been dispatched, or once work has begun on a made-to-order piece, the return process above applies instead.
11. Designers
Designers selling on A E T L I E R agree to honour this policy and our Quality Standards. Refunds are recovered against the designer's next payout. Repeated quality or accuracy failures may result in removal from the platform.
12. Contact
Returns and refunds: returns@aetlier.shop. We reply within two business days.