Returns & Exchanges
Atelier Détails offers voluntary returns, exchanges and store credit on eligible items, subject to the conditions set out below.
Return options may vary depending on the item purchased and whether the purchase was made online, at the Atelier Détails Montreal studio, at a pop-up event, through an authorized third-party retailer or through another point of sale. Purchases made through a third-party retailer are subject to that retailer’s return policy, without limiting any legal rights the customer may have against Atelier Détails, the retailer or another person under applicable law.
Return Period
For voluntary returns and exchanges, you must submit your request within seven (7) days after receiving your order.
For orders picked up in person, the seven-day period begins on the date the customer is notified that the order is ready for pickup.
Once a return has been authorized, the item must be shipped or dropped off in accordance with the instructions provided by Atelier Détails. Items returned without prior authorization may be refused and returned to the sender.
The seven-day period applies only to voluntary returns and exchanges. It does not limit any legal warranty or other remedy applicable to a damaged, defective, incorrectly supplied or non-conforming item.
Return Eligibility
To be eligible for a voluntary return or exchange, the item must be returned in its original condition. It must not have been worn, washed, altered or damaged and must be free from stains, scratches, hair, odours, perfume and any other indication of use.
All original tags must remain attached.
Proof of purchase or the original order number may be required to process a return, exchange or store credit.
Atelier Détails may refuse a voluntary return where the item does not meet these conditions. This right of refusal does not apply in a manner that limits a customer’s rights in respect of a defective, damaged, incorrectly supplied or otherwise non-conforming item.
Regular-Priced Items
Eligible regular-priced items may be returned, at the customer’s option and subject to this policy, for:
- a refund to the original method of payment;
- store credit; or
- an exchange.
All voluntary returns remain subject to inspection and approval by Atelier Détails.
Sale & Discounted Items
Items purchased on sale, at a discounted price or through a promotional markdown are not eligible for a refund under this voluntary return policy.
Eligible sale or discounted items may be exchanged or returned for store credit, subject to availability and the conditions of this policy.
Items specifically identified as “Final Sale” before the purchase is completed are not eligible for a voluntary return, refund, exchange or store credit.
Exchanges
Exchanges must be requested within the same seven-day voluntary return period and are subject to product and size availability.
If the requested replacement item is unavailable, Atelier Détails may offer store credit or, for an otherwise refundable item, a refund to the original method of payment.
Any difference between the price of the original item and the replacement item will be charged or credited, as applicable.
For voluntary exchanges, shipping costs are the customer’s responsibility.
Atelier Détails will assume reasonable shipping costs where the exchange is required because an incorrect item was supplied, an item was damaged before delivery or a legal warranty or other applicable law requires Atelier Détails to do so.
Made-to-Order & Custom Items
Atelier Détails designs and produces clothing and accessories, including denim jeans and jackets, in Montreal. Certain items may be made to order and may require a production period before shipment.
Customized, altered, made-to-measure or personalized items produced according to a customer’s specifications are final sale and are not eligible for voluntary return or exchange.
This restriction does not apply where the item does not conform to the customer’s order or agreed specifications, is defective, is affected by an applicable legal warranty or where a return or other remedy is otherwise required by law.
Items that are made to order but offered in Atelier Détails’ standard sizes and specifications may be eligible for return, exchange or store credit where expressly stated on the applicable product page.
Any special return conditions or restocking fee applicable to a made-to-order product will be clearly disclosed on the product page before the purchase is completed. No restocking fee will be charged where a return is made pursuant to a legal warranty or another mandatory legal right.
Stated production times are estimates and are separate from shipping and delivery times.
Damaged, Defective or Incorrect Items
Please inspect your order promptly after receipt.
If an item is damaged, defective, incorrect or does not correspond to the description or specifications of the order, please contact Atelier Détails as soon as reasonably possible at info@atelierdetails.com and provide:
- your order number;
- a description of the issue; and
- photographs showing the item and the issue, where reasonably available.
Reporting an issue within seven days of delivery will assist Atelier Détails in evaluating and resolving the matter promptly. Failure to report an issue within seven days does not waive or limit any legal warranty or remedy available under applicable law.
Where an item was sent incorrectly, was damaged before delivery or is subject to an applicable legal warranty, Atelier Détails will provide appropriate instructions and will assume reasonable return shipping costs where required to provide the applicable remedy.
Depending on the circumstances and the applicable law, the remedy may include repair, replacement, a price reduction, reimbursement or another appropriate remedy.
Return Shipping
Except where otherwise stated or required by applicable law, return shipping costs for voluntary returns are the customer’s responsibility.
Where Atelier Détails provides a shipping label for a voluntary return, the cost of the label may be deducted from the refund or store credit, provided that the amount of the deduction was disclosed to the customer.
Original shipping charges and taxes applicable to those charges are not refundable for standard voluntary returns.
This restriction does not apply where reimbursement of those amounts is required because of a legal cancellation, a legal warranty, an incorrect shipment or another mandatory legal right.
Where the customer arranges a voluntary return shipment, Atelier Détails is not responsible for a package lost or damaged in transit before Atelier Détails receives it. Customers should use a tracked shipping service and retain proof of shipment.
This limitation does not apply where the return shipment is arranged by Atelier Détails or where the risk or cost of return must be assumed by Atelier Détails under applicable law.
International Orders
International customers may request a voluntary return for exchange or store credit in accordance with this policy, subject to any restrictions clearly disclosed before the purchase is completed.
Unless otherwise stated for the applicable item, international orders are not eligible for a voluntary refund. This restriction does not limit any mandatory right or remedy available under the law applicable to the transaction.
For voluntary returns, international customers are responsible for return shipping costs and any applicable customs duties, import taxes, brokerage fees or similar charges.
Atelier Détails does not refund customs duties, import taxes, brokerage fees or other amounts collected by a governmental authority or third party that Atelier Détails did not retain. Customers may contact the applicable customs or tax authority to determine whether reimbursement is available.
Nothing in this section limits Atelier Détails’ obligations concerning an incorrect, damaged, defective or non-conforming item.
Refunds
Approved voluntary refunds will be issued to the original method of payment.
Atelier Détails will process an approved voluntary refund within 10 business days after approval. A bank, credit card issuer or payment provider may require additional time to post the credit to the customer’s account.
If more than 15 business days have passed since a voluntary refund was approved and the credit has not appeared, please contact info@atelierdetails.com.
Where a customer exercises a statutory right to cancel or resolve a contract, Atelier Détails will issue the refund within the period required by applicable law. The voluntary processing periods stated above do not extend any mandatory legal deadline.
Store Credit
Where store credit is selected or issued under this voluntary policy, the credit will be provided for the value of the eligible returned item, less any return shipping cost or other fee that was properly disclosed and is permitted under applicable law.
Store credit issued without payment as part of a voluntary return is not redeemable for cash, except where required by applicable law.
Gift Cards
Gift cards are non-refundable and cannot be redeemed for cash, except where required by applicable law.
Where applicable, a customer may request reimbursement of a gift card balance of $5 or less.
Any conditions of use applicable to an Atelier Détails gift card, including the method for verifying its balance, will be disclosed before purchase or provided in writing with the card, as required by applicable law.
How to Start a Return or Exchange
Before returning an item, please request return authorization by contacting info@atelierdetails.com.
Please include:
- your order number;
- the reason for the request; and
- any relevant photographs, where reasonably available.
Suggested subject line: ORDER #XXX | RETURN / EXCHANGE
If the request is accepted, Atelier Détails will provide instructions concerning how and where to ship or drop off the item.
Items sent without prior authorization may not be accepted as voluntary returns. Prior authorization is not intended to prevent or restrict the exercise of a mandatory legal right.
Consumer Rights
This policy describes the voluntary return, exchange, refund and store credit options offered by Atelier Détails.
Products sold by Atelier Détails are subject to the legal warranties and other mandatory protections provided by applicable law. These protections may include requirements that a product:
- be fit for the purpose for which products of that kind are ordinarily used;
- be capable of normal use for a reasonable period, having regard to its price, the contract and the conditions of use;
- conform to its description, the applicable contract, advertising and representations made concerning it; and
- be free from latent defects that render it unfit for its intended use or substantially diminish its usefulness.
The voluntary restrictions in this policy, including return periods, final-sale designations, shipping deductions, restocking fees and restrictions applicable to discounted, customized or international items, do not exclude, restrict or reduce any right or remedy that cannot legally be waived.
Where applicable law provides a customer with rights that are more favourable than this policy, the applicable legal requirements will prevail.