Returns & Exchanges

RETURNING YOUR PURCHASE

For online purchases, if you are not happy with your purchase just return it to us in its original and unworn condition with all the tags still attached and intact within 14 days of delivery. After your garment has been inspected, we will refund you the purchase price within 30 working days, alternatively we can offer you store credit valid for 6 months. For more information, please contact our Customer Care team.

Contact client services and wait for step-by-step directions.

Prepare your package: ensure all labels are intact and the garment is in its unworn condition. Check that all documents are in order, inside its original packaging and with the original invoice and currier return labels enclosed.

Put the pre-paid label, included within your order, on your package: Cover old address labels with the new pre-paid label and securely seal your package using the adhesive strip on the inside of the box.

Deliver your package to UPS: Drop your package off at any UPS store or pick-up location.

Parcels that are returned to us remain the customer’s responsibility until delivered to us. We are not responsible for the returns processes. If a purchase is returned outside of our returns period, the item remains the customer’s responsibility and a refund will not be given. We recommend that you send your returns using a tracked and signed-for service and you retain proof of postage.

 

RETURN CONDITIONS
All items must be returned in the same state they were received, with labels still attached.

 

EXCHANGES
For UK & EU orders, please refer to the following information:
1. Place the item(s) in the original shipping box.

2. Email info@ateliergaiaonline.com for a Refund Request and RAN# (Return Authorisation Number).

3. Await an email response from returns team with the return shipping labels and commercial invoices (where applicable) and instructions on how to book your collection through your nominated courier company. Please allow up to 24 hours for the receiving of these documents.

4. Include this documentation inside the original, unsealed packaging, the return shipping/waybill labels however can be given to the nominated pick-up driver who will affix these to the box and close the box themselves.

5. Once the item(s) has/have been received and inspected, an exchange/refund will be issued (confirmation via email will be sent to you at this final stage).

For International orders outside of the UK & EU:
For all international orders, it is the responsibility of the customer to use a courier or method of their choice to complete the return or exchange. We advise that for all returns a tracked method is used due to the value of the goods. All orders must be received within the returns period (14 days of delivery for all items) and therefore we recommend all returns are sent at least 3 working days in advance of the final return date.
When making an international return, please complete the Shipping Note enclosed with all orders and place this inside the box. Once the item(s) has/have been received and inspected, an exchange/refund* will be issued (confirmation via email will be sent to you at this final stage).

The return address for all orders is the following:
Avenida da República 3000
Edifício Estoril Office, Porta B, Piso 3
Escritório 34
2649-517
Alcabideche

Please note that for orders shipped outside the EU, we are unable to refund import and customs duties (all sales tax will be refunded for orders within the EU).

 

ORDER REFUNDS
After your garment has been inspected, we will refund you the purchase price within 30 working days, alternatively we can offer you store credit valid for 6 months. As we offer a free returns service within Europe, we will be unable to reimburse shipping costs should you choose to return ship by your own methods and all International orders are currently exempt from the free returns service and we additionally do not reimburse for the shipping costs as we offer complimentary duties and taxes. All orders must be returned with original packaging including garment bags for full refund of the purchase price. 

For more information about our exchanges and returns, please contact us directly at info@ateliergaiaonline.com.

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SHOPPING CART

SIZE GUIDE

ITALY / GAIA 36 38 40 42 44
FRANCE 32 34 36 38 40
GERMANY 30 32 34 36 38
DENMARK 30 32 34 36 38
UK 4 6 8 10 12
RUSSIA 38 40 42 44 46
US 0-2 2-4 4-6 6-8 8-10
AUSTRALIA 4 6 8 10 12
JAPAN 3 5 7 9 11
INTERNATIONAL XS S M L XL