Return and Refund Policy
Last updated: 3 Apr, 2026
1. Overview
At The Southern Atelier, we want you to shop with confidence. If you’re not satisfied with your purchase, we offer a simple and transparent return process. This policy applies to all orders placed on our webshop.
2. Return Eligibility
- Return window: 30 days from the date of delivery – this is a commercial goodwill policy and does not affect your statutory rights under UK, Ireland, or France law.
- Accepted conditions: Items must be new, unused, in original packaging, and include all tags and accessories. This condition does not apply to faulty, damaged or incorrect items (see Section 13).
3. Accepted Return Reasons
- Faulty or damaged items
- Incorrect item received
- Customer changed mind
4. How to Initiate a Return
To request a return or exchange:
- Email info@thesouthernatelier.com with your order number and reason (optional).
- If applicable, include photos or videos of any faulty, damaged, or incorrect items.
- We’ll send a Return Authorization Number (RAN) and return instructions.
5. Return Process
- Contact: Contact our customer service team at info@thesouthernatelier.com.
- Include the order number and your (optional) reason. Once reviewed, we’ll send you the return form by email which can be downloaded and printed. For faulty, damaged, or incorrect items, we’ll also issue a prepaid return label. For change-of-mind returns, customers are responsible for return shipping.
- Shipping (change-of-mind returns): Use a trackable service; customers are responsible for return postage. Returns are processed in the Netherlands.
6. Return Shipping Costs & Responsibility
- Faulty/damaged/incorrect items: We cover return shipping and provide a prepaid label.
- Change of mind: Customer pays return shipping; no prepaid labels provided. If returning from the UK, Ireland, or France, the customer is responsible for any cross-border return costs.
7. How to Return Items
- Use a trackable mail service
- Include the Return Authorization Number (RAN) inside the package
- Items must be securely packaged in their original box
8. Return Address
The Southern Atelier Returns
Street Address: Weegschaalstraat 3
City: Eindhoven
Postcode: 5632CW
Country: Netherlands
Returns without prior authorization will not be accepted
9. Exchanges
We accept exchanges within 30 days of delivery. Replacement items will be dispatched once your original item has been received and inspected. If the requested item is not in stock, we will notify you and offer either a refund or an alternative product.
- Exchange items must meet the same condition requirements as outlined in Section 2 (Return Eligibility).
- If the replacement item has a higher price, we will ask you to pay the difference before dispatch. If it has a lower price, we will refund the difference to your original payment method.
- For faulty, damaged, or incorrect items caused by us, we cover exchange shipping costs.
10. Restocking Fees
- No restocking fees apply to any return or exchange.
11. Refund Processing
- Refunds are issued to the original payment method.
- We process refunds within 7 business days of receiving and inspecting your return.
- You’ll receive an email confirmation once your refund has been issued.
12. Cancellations & Right to Cancel (UK, Ireland & France)
You may cancel your order before it ships. In addition, under the UK, Ireland, and France Consumer Contracts Regulations, you have the right to cancel within 14 days of receiving the goods for any reason. To exercise this right, notify us by email within 14 days of delivery and return the goods within the following 14 days.
This 14-day right to cancel is separate from and in addition to your rights under our 30-day commercial return policy (see Section 2). Return shipping responsibilities are explained in Section 6 (Return Shipping Costs & Responsibility) and Section 13 (Faulty, Damaged, or Incorrect Items).
13. Faulty, Damaged, or Incorrect Items
If your item is faulty, damaged, or incorrect on delivery, please contact us as soon as possible (ideally within 7 days, although this does not affect your statutory rights) at info@thesouthernatelier.com with your order number and clear photos. In line with your statutory rights under the UK, Ireland, and France Consumer Rights legislation, you are entitled to a replacement or refund, including the 30-day right to reject faulty goods for a refund. We cover return shipping for approved faulty, damaged, or incorrect returns and provide a prepaid label. Items should, where possible, be returned in their original condition and packaging.
14. Lost or Undelivered Orders
- Please notify us as soon as possible (ideally within 7 days) if your parcel has not arrived. This does not affect your statutory rights, including your right to a refund if delivery is not completed within 30 days from the date of purchase unless a longer timeframe was expressly agreed.
- If delivery cannot be completed and the order is confirmed lost after carrier investigation, you may choose a replacement or a full refund.
- If your order is not delivered within 30 days from the date of purchase (unless a longer timeframe was expressly agreed), you are entitled to a refund.
15. Contact Information
Still have questions? Please visit our FAQ page or use the contact information below for more help.
Company Name: The Southern Atelier
Business Address: Weegschaalstraat 3, 5632 CW Eindhoven, North Brabant, Netherlands
(registered office – company established in the Netherlands and not registered in the UK, Ireland, or France)
- UK consumer law applies to UK customers
- Irish consumer law applies to Irish customers
- French consumer law applies to French customers
Email: info@thesouthernatelier.com
Phone: +447577004779
Contact Form: Here
Customer Service Opening Hours:
Monday – Friday: 8:00 AM – 5:00 PM
Saturday – Sunday: Closed
- UK (GMT/BST, depending on the season)
- Ireland (GMT/IST, depending on the season)
- France (CET/CEST, depending on the season)
We usually respond to all requests within 24 hours on business days.
