Refund policy
Atelier Au believes that fine jewellery is deeply personal. Every piece is crafted with exceptional care and intended to be treasured for years to come.
As our collections include both standard designs and jewellery that is individually crafted to your specifications, different return conditions apply depending on the type of piece you purchase.
If you have any questions before placing your order, we encourage you to contact our Customer Care team. We're always happy to guide you through sizing, materials, gemstones, and design details to ensure you feel confident in your purchase.
Standard Collection Jewellery
Certain Atelier Au pieces, including earrings, pendants, plain or chain necklaces, and other jewellery that does not require sizing or personalisation, may be eligible for return or exchange.
To qualify for a return or exchange, the item must:
- Be returned within 14 days of delivery.
- Be unworn, unused, and in its original condition.
- Be returned with all original packaging, certificates, and accompanying documentation.
- Show no signs of wear, damage, alteration, or resizing.
All returned items are subject to inspection upon receipt. Atelier Au reserves the right to refuse a return or exchange if the item does not meet these conditions.
Made-to-Order Jewellery
Many Atelier Au pieces—including rings, bracelets, Tennis necklaces and any jewellery requiring a selected size, engraving, gemstone selection, or other personalised specifications are individually crafted for each customer.
Before production begins, we guide every client through the selection of sizing, materials, gemstones, and design details to help ensure the finished piece reflects their vision.
Because these pieces are created specifically for you, they cannot be returned or exchanged due to:
- Change of mind
- Incorrect size selected at the time of purchase
- Personal preference
- Changes in personal circumstances
- Any other reason unrelated to a manufacturing defect or an error by Atelier Au
We strongly encourage customers to contact us before placing an order if they have any questions regarding sizing or specifications.
Items That Cannot Be Returned or Exchanged
The following items are not eligible for return or exchange:
- Made-to-order or personalised jewellery
- Engraved pieces
- Resized jewellery
- Gift cards
- Items marked as Final Sale
- Earrings that have been worn, for hygiene reasons
Nothing in this policy affects your statutory rights under applicable consumer protection laws.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective, or differs from what you ordered, please notify us within 7 days of receiving your order by contacting info@atelierau.me.
To help us assess the issue promptly, we may request photographs or videos of the item and its packaging.
Where appropriate, Atelier Au will, at its discretion:
- Repair the item
- Replace the item
- Offer a refund where a repair or replacement is not reasonably possible
Items may need to be returned for inspection before a final decision is made.
Manufacturing Defects
We take great pride in the craftsmanship and quality of every Atelier Au piece.
If you believe your jewellery has a manufacturing defect, please contact our Customer Care team as soon as possible.
Each item will be carefully inspected by our jewellers to determine whether the issue is the result of a manufacturing defect or normal wear and tear, accidental damage, misuse, improper care, or unauthorised repairs or alterations.
Where a manufacturing defect is confirmed, Atelier Au will repair or replace the item at no additional cost.
Ring Resizing
Because every ring is crafted to the size selected by the customer, we encourage you to confirm your ring size before placing your order.
Should your ring require resizing after delivery, please refer to our Ring Resizing Policy, which outlines resizing eligibility, any complimentary resizing offered by Atelier Au, associated costs, and applicable conditions.
How to Request a Return or Exchange
If your item is eligible for return or exchange:
- Contact our Customer Care team at info@atelierau.me within the applicable return period.
- Please include your order number and the reason for your request.
- Once your request has been approved, we will provide detailed return instructions.
- Carefully package the item in its original packaging, including any certificates and accompanying documentation.
Returns sent without prior authorisation may not be accepted.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If your return is approved, your refund will be processed using the original payment method.
Please allow 7–14 business days for the refund to appear, depending on your payment provider.
Original shipping charges, customs duties, taxes, and import fees are non-refundable unless the return is due to an error by Atelier Au or a confirmed manufacturing defect.
Return Shipping
For eligible returns within the United Arab Emirates, Atelier Au will arrange and cover the cost of one complimentary return shipment per order.
For international returns, or any additional return shipments relating to the same order, customers are responsible for the associated shipping costs unless the return is the result of an error by Atelier Au or a confirmed manufacturing defect.
To ensure your jewellery reaches us safely, please follow the return instructions provided by our Customer Care team. Atelier Au cannot be held responsible for items returned without prior authorisation or for items lost or damaged when shipped using an unauthorised method.
International Orders
Customers outside the United Arab Emirates are responsible for any customs duties, import taxes, VAT, brokerage fees, or other charges imposed by their local authorities.
Where a return is approved, such charges are non-refundable unless otherwise required by applicable law.
Customer Care
If you have any questions regarding this Returns & Exchanges Policy or would like assistance with your order, please contact us.
Atelier Au Jewellery Trading FZ-LLC
Trading as Atelier Au
Email: info@atelierau.me
Website: https://atelierau.me