FAQ

We issue refunds within 7 business days after we receive and inspect your return. You’ll get an email confirmation when the refund is sent to your original payment method.

Faulty, damaged, or incorrect items are covered by us with a prepaid label. Change-of-mind returns are paid by the customer and must be sent with a trackable service.

Email your order number to info@thesouthernatelier.com. We send a Return Authorization Number and instructions. Pack the item securely in its original packaging where possible, include the RAN inside the parcel, and ship with tracking to our returns address in Amsterdam. Once received and checked, we refund or dispatch the exchange.

Most UK orders arrive in 6 to 10 business days from purchase. This includes 1 to 3 business days for processing and 5 to 7 business days for delivery after dispatch.

Standard UK shipping is free. Prices on site include VAT and there are no hidden fees at checkout.

Yes. You can return or exchange within 30 days of delivery if items are new, unused, in original packaging, and include all tags and accessories. This condition does not apply to faulty, damaged, or incorrect items. For exchanges, we ship the replacement after inspection; price differences are charged or refunded accordingly.

We accept a wide range of secure payment methods, including Visa, Mastercard, American Express, Apple Pay, Google Pay, Maestro, and Shop Pay.

Use the tracking link in your dispatch email or track via our Track and Trace page using the tracking number provided.

Contact us as soon as possible, preferably within 7 days, with photos and your order number. We provide a prepaid return label and send a replacement or refund in line with your UK statutory rights, including the 30-day right to reject faulty goods.

Yes. Our store is hosted on Shopify. Payments are processed using encrypted, industry-standard security measures.

No. We do not charge extra fees by payment method and we do not apply restocking fees.

The order will not complete. Check card details and available funds or try another accepted payment method, then place a new order.

We don’t offer payment plans or financing. All orders must be paid in full at checkout using our accepted payment methods.

No worries! If your question isn’t covered in our FAQ, feel free to reach out to our support team at info@thesouthernatelier.com.

We’re always happy to assist with any additional inquiries or concerns you may have.