Refund policy

4. RETURN & REFUND POLICY
Last updated: August 19, 2026
At atelierfoot, we want you to be completely satisfied with your purchase. This policy explains our return and refund process.
30-Day Return Window
We offer a 30-day return window from the date you receive your order.
If 30 days have passed since delivery, we unfortunately cannot offer a refund or exchange.
EU/UK customers: You have the right to cancel your order within 14 days of receipt under the EU Consumer Rights Directive. Our 30-day policy exceeds this legal requirement.
Return Eligibility
To be eligible for a return, your item must meet all of the following conditions:
✅ Unworn and in the same condition you received it
✅ In the original shoe box and packaging
✅ With all original tags, labels, and accessories attached
✅ Not damaged, scuffed, or showing signs of wear
✅ Not a final sale or clearance item (unless defective)
Important — Shoe Try-On Policy:
You may try on the shoes indoors on a clean, soft surface (such as a carpet) to check the fit.
Shoes must be returned unworn outdoors and free from any dirt, scuffs, or wear on the soles.
We inspect all returned shoes carefully. If shoes show signs of outdoor wear, dirt, or damage, we reserve the right to refuse the return or charge a restocking fee of up to 50%.
We recommend trying on shoes on a clean towel or carpet to protect the soles.
Non-Returnable Items
The following items cannot be returned:
Final sale or clearance items (marked "Final Sale" on the product page)
Gift cards or digital products
Items that have been worn outdoors, altered, or damaged by the customer
Items returned without the original packaging
How to Return an Item
To initiate a return, please follow these steps:
4.Contact us at support@atelierfoot.com with your order number and reason for return.
5.Wait for approval: We will respond within 24-48 hours with a Return Merchandise Authorization (RMA) number and return shipping instructions.
6.Package your return: Securely pack the shoes in the original box with all tags and accessories. Write the RMA number clearly on the outside of the package.
7.Ship your return: Send the package to the return address provided in your RMA confirmation. We recommend using a trackable shipping service and purchasing shipping insurance, as we are not responsible for items lost or damaged in return transit.
8.Receive your refund: Once we receive and inspect your return, we will process your refund within 3-5 business days.
Return Shipping Costs
Defective or incorrect items: If you received a defective product or the wrong item/size, we will cover the return shipping cost. We will provide a prepaid return label or reimburse your return shipping cost (up to $15).
Size exchanges or buyer's remorse: If you are returning an item because it does not fit, you changed your mind, or you ordered the wrong size, you are responsible for the return shipping cost. The original shipping fee is non-refundable.
Free shipping orders: If your original order qualified for free shipping and you return the item(s), the original shipping cost will be deducted from your refund.
Refund Processing
Refunds are processed within 3-5 business days after we receive and inspect your returned item.
Refunds are issued to the original payment method used for the purchase.
Depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear in your account.
We will send you a confirmation email once your refund has been processed.
Shipping fees are non-refundable unless the return is due to our error (defective or incorrect item).
Exchanges
We offer exchanges for a different size or color of the same product, subject to availability.
To request an exchange, contact us at support@atelierfoot.com with your order number and the size/color you would like to exchange for.
If the requested item is in stock, we will reserve it for you and provide return instructions.
Once we receive your returned item and inspect it, we will ship the exchange item to you.
Exchange shipping: You are responsible for the return shipping cost. We will ship the exchange item to you at no additional cost (standard shipping).
If the requested item is out of stock, we will issue a refund instead.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 7 days of delivery.
Please include photos of the damaged item and packaging in your email.
We will arrange a prepaid return label for defective items.
Once we receive the defective item, we will either:
Ship a replacement to you at no cost, or
Issue a full refund including original shipping cost
Wrong Item or Size Shipped
If we shipped the wrong item or size, please contact us within 7 days of delivery.
We will arrange for the correct item to be shipped to you and provide a prepaid label for the incorrect item.
There will be no additional cost to you for our error.
Late or Missing Refunds
If you haven't received your refund within 10 business days of our confirmation email:
9.Check your bank account again (it may take longer for some banks)
10.Contact your credit card company (processing time may vary)
11.Contact your bank (there is often processing time before a refund is posted)
12.If you have done all of this and still have not received your refund, please contact us at support@atelierfoot.com
Cancellation Before Shipment
If you wish to cancel your order before it has shipped, please contact us as soon as possible.
We will do our best to cancel your order before it enters processing.
If your order has already shipped, you will need to follow our return process.
Contact Us
For any questions about returns or refunds, please contact us:
Email: support@atelierfoot.com
Response time: Within 24-48 hours (Monday-Friday)