Refund Policy
Last updated: this policy is reviewed regularly
We want you to be genuinely happy with every piece from EMS Atelier Living. If something is not right, this policy explains how returns and refunds work.
Returns window
You may request a return within 14 days of receiving your order. To be eligible, the piece must be unused, in its original condition and returned in its original packaging where possible.
How to start a return
Email with your order details and the reason for the return. We will respond with return instructions. Please do not send items back before receiving confirmation from us.
Refunds
Once we receive and inspect your returned piece, we will notify you of the outcome. Approved refunds are issued to your original payment method via Stripe. Please allow a few business days for the refund to appear, depending on your bank or card issuer.
Return shipping
Unless the item arrived damaged or faulty, return shipping costs are the responsibility of the customer. We recommend a tracked service, as we cannot be responsible for items lost in return transit.
Damaged or faulty items
If your piece arrives damaged or faulty, contact us within 48 hours of delivery with photographs. We will arrange a replacement or a full refund, including any shipping costs, at no charge to you.
Non-returnable items
Bespoke, made-to-order or commissioned pieces may not be eligible for return unless faulty. Any such exceptions will be made clear before you order.
Your statutory rights
This policy is offered in addition to, and does not affect, your statutory rights as a consumer.