DELIVERY & RETURNS

Last updated: July 30, 2021

At ATELIER ÉLOIRE, every order is prepared with care. This policy explains our delivery, return, exchange, and refund procedures.

DELIVERY

We offer worldwide shipping to destinations available during checkout.

FREE SHIPPING

Complimentary standard shipping is available when the merchandise subtotal reaches $60 USD or more after discounts and before taxes, customs duties, or import charges.

Orders below $60 USD are charged the shipping rate displayed at checkout.

Free shipping:

- Applies to standard delivery only
- Is calculated after discount codes have been applied
- Does not include customs duties, import taxes, or brokerage charges
- May not be available for unusually large orders or restricted destinations

ORDER PROCESSING

Orders are normally processed during business days, excluding weekends and public holidays.

Processing time is separate from the estimated delivery time. During holidays, launches, promotional events, or periods of high demand, preparation may take longer.

You will receive a shipping confirmation email with tracking information when your order has been dispatched.

DELIVERY ESTIMATES

Delivery estimates are displayed during checkout when available. These estimates begin after the order has been processed and handed to the carrier.

Delivery dates are estimates rather than guarantees. Delays may occur because of customs inspections, carrier disruptions, weather, public holidays, local delivery conditions, or circumstances outside our control.

CUSTOMS, DUTIES, AND TAXES

International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.

Unless checkout specifically states otherwise, these charges are not included in the product price or shipping charge and are the customer’s responsibility.

ATELIER ÉLOIRE cannot control or predict customs charges. Please contact your local customs authority for information before ordering.

RETURNS

We accept eligible returns requested within 30 days after delivery.

To qualify for a return, the item must be:

- Unused and unburned
- In its original condition
- In its original packaging
- Accompanied by proof of purchase

Candles that have been lit, burned, used, altered, damaged after delivery, or returned without their original packaging may not be accepted.

NON-RETURNABLE ITEMS

The following items cannot normally be returned:

- Burned or used candles
- Gift cards
- Personalized or made-to-order items
- Final-sale items clearly marked as non-returnable
- Items damaged through misuse or improper candle care

This does not limit your rights when an item arrives defective, damaged, or incorrect.

STARTING A RETURN

Before sending an item back, contact:

support@ateliereloire.com

Include:

- Your full name
- Your order number
- The item you wish to return
- The reason for the return
- Photographs when the item is damaged, defective, or incorrect

Returns sent without prior authorization may not be accepted.

Approved returns must be sent to:

[RETURN ADDRESS]

RETURN SHIPPING

For change-of-mind returns, the customer is responsible for return shipping costs.

We recommend using a tracked and insured shipping service. ATELIER ÉLOIRE is not responsible for return parcels lost or damaged while being transported to us.

When an item arrives damaged, defective, or incorrect, we will provide an appropriate solution and cover reasonable return costs when a return is required.

Original shipping charges are non-refundable unless required by law or the return results from our error.

REFUNDS

Returned items are inspected after arrival.

When approved, the refund will be issued to the original payment method. Please allow additional time for your bank or payment provider to process the refund.

We reserve the right to reduce or refuse a refund when an item:

- Has been used or burned
- Is returned incomplete
- Is damaged because of customer handling
- Is not returned in its original condition

EXCHANGES

The fastest way to receive another product is to return the eligible item and place a new order.

Where available, our customer care team may arrange a direct exchange. Exchanges depend on current inventory.

DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

Inspect your order shortly after delivery.

Contact support@ateliereloire.com promptly if your order arrives damaged, defective, or incorrect. Include your order number and clear photographs of:

- The product
- The product packaging
- The external shipping box
- The shipping label

Do not discard the product or packaging until our team has reviewed your request.

Depending on the circumstances, we may offer a replacement, refund, store credit, or another appropriate solution.

CANCELLATIONS AND ADDRESS CHANGES

Contact us as soon as possible if you need to cancel an order or change its delivery address.

We cannot guarantee changes after an order has entered processing or has been dispatched.

If a parcel is returned because the customer provided an incomplete or incorrect address, refused delivery, or did not collect it, additional shipping charges may be deducted from the refund or charged before reshipment.

MANDATORY CONSUMER RIGHTS

Nothing in this policy limits rights that cannot legally be excluded.

Customers located in the European Economic Area, United Kingdom, or another jurisdiction granting statutory cancellation or consumer rights may have additional rights under local law.

CONTACT

ATELIER ÉLOIRE
Email: support@ateliereloire.com