Refund policy

1. Order Cancellation

Orders may be canceled within 12 hours of purchase, provided they have not yet been shipped.

After 12 hours, orders may have entered processing and can no longer be canceled.

To request a cancellation, please contact us as soon as possible at support@ateliaselyne.com and include your order number.

2. Returns

We accept returns within 30 days of delivery.

To be eligible for a return:

  • Items must be unused and returned in their original condition.
  •  All original packaging and included accessories must be returned with the item.
  • Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
  • Any loss in value caused by damage, wear, improper handling, or missing packaging may be deducted from the refund.
  • Customized, personalized, and Final Sale items are not eligible for return.

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival.

If your item arrives damaged, defective, or incorrect, please:

  • Contact us within 48 hours of delivery
  • Provide your order number，Include clear photographs of the item, packaging, and shipping label

Once the issue has been reviewed and approved, we will offer a replacement or a full refund.

In these cases, AteliaSelyne will cover the return shipping costs, where a return is required.

4. How to Request a Return

To request a return, email support@ateliaselyne.com with:

  • Your order number
  • The item you wish to return
  • The reason for the return
  • Please do not send your item back before receiving return instructions from us.

Once your return request has been approved, the item must be shipped within the return period provided in our instructions. Returns sent without prior authorization may not be accepted.

5. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

  • Approved refunds will be issued to the original payment method.
  • Please allow 3–10 business days for us to process the refund after receiving your return. Additional processing time may be required by your bank or credit card provider.
  • Original shipping charges are non-refundable unless the item arrived damaged, defective, or incorrect.

6. Exchanges

We do not currently offer direct exchanges.

If you would like a different item, please return the original item for a refund and place a new order.

7. Natural Stone Variations

  •  AteliaSelyne pieces are crafted from natural stone. Variations in color, pattern, texture, translucency, mineral inclusions, and surface characteristics are part of the natural material and make every piece unique.
  • These natural variations are not considered defects.
  • As many pieces are shaped, carved, polished, or finished by hand, slight differences in dimensions, weight, color, and appearance may also occur.

8. International Orders

  • International customers are responsible for any customs duties, import taxes, or other fees charged by the destination country.
  • These charges are not included in the product price or shipping cost and are non-refundable.

9. Return Shipping

  •  Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
  • We recommend using a tracked shipping service and retaining proof of shipment. AteliaSelyne is not responsible for returned items that are lost or damaged in transit.