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RETURNS & REFUND PROCEDURES

RETURNS POLICY

You have 14 days from receiving your original order to return products to us. All returned items must comply with our returns policy:

  • All items must be returned new, unworn, unwashed, undamaged, unsoiled and in a resalable condition.
  • All items must be returned with all original garment tags and security tags and labels still attached. If such tags are removed, then the returned product will not comply with this policy and a refund will not be processed.
  • Footwear and accessories must be returned with the original branded boxes. Shoe boxes must be placed inside a protective outer box for shipping, where provided dust bags must also be included.
  • When trying on footwear, please take care not to mark the soles or damage the shoe box.
  • Lingerie and swimwear items must only be tried on over your own undergarments and must be returned with the hygiene seals attached. We will not accept any returns that have been worn or are soiled.
  • Please handle all light-coloured bags and clothing carefully when trying on and deciding whether to keep the product as dark clothing, such as dark-coloured jeans, may transfer dye to lighter-coloured items.
  • We do not accept returns of earrings or any kind.

We strongly advise that you check all products thoroughly on receipt before removing any attached tags and before disposing of any original packaging. Please contact us at support@atterley.com if you have any queries about returning your products or the refund process.

RETURNS FROM THE UK

The following steps should be followed if you are a UK customer:

  • Within 14 days of receipt of your order, you must complete the returns section of the packing slip provided with each shipment. The completed packing slip should be returned to us along with your products via your chosen return method to the following address:

Atterley, 2 Walker Street, Edinburgh, EH3 7LA

  • Please ensure that each product is packaged in its original individual packaging to ensure the necessary protection while in transit. Returned products are your responsibility until they reach us, so make sure they are packed up properly and can’t get damaged on the way. When returning shoes please remember that shoe boxes should always be placed in a protective outer box.

RETURNS FROM OUTSIDE THE UK

The following steps should be followed if you are a customer returning goods from outside of the UK:

  • Within 14 days of receipt of your order, you must raise a return request through the Atterley website and schedule a collection.

To raise a return request:

  • Sign in to your user account and raise a return request using the options found in the "my account" section. If you checked out as a guest you can create a password using this this link.
  • When arranging a return please select the products you would like to return and follow the steps on the website to create a return label and arrange for the products to be picked-up at a time and from an address of your choosing.
  • The return label should be printed out by you and attached to the outside of a single parcel. Please note that products can only be collected for return from the same country your order was delivered to.

Please package all individual products together in one single parcel and ensure that each product is packaged in its original packaging to ensure it is well protection while in transit. Returned products are your responsibility until they reach us, so make sure they are packed up properly and can’t get damaged on the way. When returning shoes please remember that shoe boxes should always be placed in a protective outer box.

COSTS OF RETURNS

Responsibility for paying the costs of return depends on the reason for which the product is being returned. Costs of return will be paid by the boutique if the products are faulty, misdescribed or the boutique has sent you the wrong products. Otherwise, you, the customer, will pay the costs of return.

For international returns where return costs are payable by you, the direct costs of each return will be deducted from your refund.

INTERNATIONAL RETURN COSTS

Country

Customer Return Cost

Australia

£18.49

Belgium

£11.76

Bulgaria

£15.93

Denmark

£15.64

Finland

£15.64

France

£13.13

Germany

£13.13

Greece

£15.48

Guernsey

£11.76

Hong Kong

£18.49

Hungary

£15.48

Ireland

£11.76

Italy

£15.64

Jersey

£11.76

Malta

£15.93

Netherlands

£11.76

Portugal

£15.64

Romania

£15.93

Spain

£15.64

Sweden

£15.64

United States of America

£12.65

REFUNDS

Once the products have been returned, they will be inspected, including any original packaging and labels, to ensure they comply with our returns policy. Your refund will be credited to the original payment method. Please note that it may take up to 14 days for your bank to credit your account.

If you have any queries, or wish to discuss the returns procedure in further detail, please do not hesitate to contact us by emailing support@atterley.com.

DEDUCTIONS

The price you are refunded may be reduced to reflect any reduction in the value of the products if this has been caused by your handling them in a way which would not be permitted in a shop, for example, you have torn, spoiled or damaged the product.

Any duties incurred when you ordered the products are non-refundable.

EXCHANGES

If you wish to exchange a product, you will need to return the original product and place a new order. You will receive a full refund for the original product provided that it complies with requirements set out in our return policy.

FAULTY OR DAMAGED GOODS

If you receive faulty or damaged product you can return it to us for a refund. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

As soon as you notice the fault, please contact us by emailing support@atterley.com informing us of your original order number and the nature of the fault. A member of our customer service team will be in touch to discuss the next steps. Where possible we will arrange for a replacement item to be sent to you or organise a return collection and issue a full refund for the defective item.