Refund policy
Wholesale Accounts - Return/exchange policy
With approval, we generally maintain a 10% return/exchange policy. This means you can exchange item(s) through your sales representative, up to 10% of your sales volume on any specific order. Eligibility is determined by reviewing your sales volume against the return request.
In order to receive a return authorization, your account must be in ‘good standing’ at all times as determined by The Atelier Eyewear Group. Good standing includes, but is not limited to, only purchasing Atelier Eyewear licensed products directly from The Atelier Eyewear Group, never dealing with diverted or counterfeit products, and paying Atelier Eyewear group invoices on time.
To be eligible for a return, your item(s) must be in the same condition that you received them, cleaned, and with original packaging.
To start a return, contact your sales representative. If your return is accepted, we’ll send you a return authorization that includes instructions on where to send your returned product. Items sent back to us in non-saleable condition, or without first requesting an authorization will not be accepted and returned to sender.
Queries about the return process can be directed to orders@ateliereyeweargroup.com
Unsatisfied with your order?
If you are unsatisfied with your order, you may return your product up to 7 calendar days after you’ve received the item(s). Return shipments will be at your cost. Products must not be worn, damaged or otherwise altered and in their original packaging. To return an item and request a refund, please contact your sales representative, or mail us at orders@ateliereyeweargroup.com. Atelier Eyewear Group will first evaluate the return request and reserves the right to refuse a refund in full, or if items are not in acceptable condition and/or damaged.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Damages/issues with product/order must be reported to orders@ateliereyeweargroup.com within 14 days of order receipt.
Exceptions / non-returnable items
Certain types of items cannot be returned, (such as exclusive special orders, or sellout items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
Full refunds for product are at the sole discretion of The Atelier Eyewear Group and strictly must be pre-approved by leadership. If a refund has been approved, you’ll be automatically refunded on your original payment method via your monthly statement. Please remember it can take some time for your bank or credit card company to process and post the refund.
Returned Product - Disclaimer
Product returned to Atelier Eyewear Group, excluding warranty/damaged frames, must be in re-sellable condition, in original packaging and include all necessary accessories that accompanied the product (case, cloth, etc). Should product be returned in unsatisfactory condition, Atelier Eyewear reserves the right to execute one or all of the following:
- charge a 25% restocking fee for cleaning, repackaging and/or relabeling
- return the product to you at your cost and deny the exchange
- charge your account for any missing items