Atelier Solenne™ Return & Refund Policy

Clear guidance for returns, refunds, order concerns, and damaged or incorrect items.

Please contact our support team before returning an item. Returns sent without prior communication or return instructions may be difficult to identify and may not be processed correctly.

1. Return Request Period

Customers may request a return within 30 days after the order has been delivered.

The request must be submitted within this period. For orders with multiple pieces, please identify the exact item or component related to your request.

2. Return Condition Requirements

To be reviewed for return approval, the item should meet the following conditions:

• The item is unused and remains in its original condition.
• The item has not been altered, washed, repaired, stained, scented, scratched, burned, or damaged by the customer.
• Original packaging, inserts, labels, protective wrapping, accessories, and included parts are returned when available.
• The return request is submitted within the return period.
• The item is packed securely before being shipped back.

We recommend inspecting your order shortly after delivery. Early contact helps us review the issue more clearly and provide the correct next steps.

3. Return Requests That May Not Be Accepted

Some return requests may be declined depending on product condition, timing, packaging, or request details. Examples may include:

• Items showing signs of use, wear, stains, fragrance residue, scratches, cracks, chips, dents, or customer-caused damage.
• Items that have been altered, repaired, assembled incorrectly, modified, washed, or handled in a way that changes their original condition.
• Decorative objects, candles, textiles, baskets, glass pieces, ceramic items, or keepsake pieces returned without proper protective packaging.
• Items missing important packaging, labels, inserts, accessories, or included components.
• Returns sent without first contacting our support team.
• Requests submitted after the return period has ended.
• Items damaged during return transit because of insufficient packaging.

If you are unsure whether your item qualifies, please contact us before arranging return shipment.

4. How to Request a Return

To begin a return review, please email our customer support team:

Email: westlacasita@gmail.com

Please include the following details in your message:

• Your order number
• The email address used at checkout
• The product name or item you would like to return
• A brief explanation of your request
• Clear photos if the item arrived damaged, incorrect, incomplete, or visibly affected
• Photos of the outer packaging if the package arrived damaged

After your request is reviewed, our team will provide return instructions if the return is approved. Please do not send the item back until instructions have been provided.

5. Return Shipping

Unless the item arrived damaged, incorrect, or visibly defective, customers are generally responsible for return shipping costs.

We recommend using a trackable shipping method and careful protective packaging. Atelier Solenne™ is not responsible for return packages that are lost, delayed, misdelivered, or damaged during carrier transit.

Fragile items such as ceramic, glass, stone-style décor, candles, and carved pieces should be wrapped carefully to reduce the risk of breakage during return shipment.

6. Damaged, Incorrect, or Incomplete Items

If your order arrives damaged, visibly defective, missing an included part, or different from what you ordered, please contact us within 48 hours of delivery.

To help us review the issue, please include:

• Your order number
• Clear photos of the item
• Photos of the outer packaging
• Photos showing the affected area, missing part, or incorrect item
• A short description of the issue

Once the information is received, our team will review the details and provide the next available resolution based on the situation.

7. Refund Review

After an approved return is received, the item will be reviewed before a refund decision is completed.

If the returned item meets the required conditions, the refund will be issued to the original payment method used for the order.

Refund posting time may vary depending on the bank, card issuer, or payment provider. In many cases, approved refunds may take 5–10 business days to appear after processing.

8. Partial or Declined Refunds

A refund may be reduced or declined if the returned item does not meet the required return conditions.

This may apply if the item is used, damaged after delivery, returned late, missing parts, missing original packaging, affected by customer handling, or returned without following the provided instructions.

9. Exchanges

Atelier Solenne™ does not process direct exchanges at this time.

If you would like a different item, size, finish, color, or style, we recommend placing a new order and submitting a return request for the original item if it meets the return conditions.

10. Order Cancellations

Cancellation requests should be submitted as soon as possible after placing an order.

If the order has not yet been processed, packed, or shipped, we will do our best to assist. Once an order has entered processing, packaging, or shipment, cancellation may no longer be available.

11. Late or Missing Refunds

If your refund has been approved but has not appeared yet, please first check with your bank, card issuer, or payment provider.

Some providers may require additional posting time. If you still need assistance after checking with your payment provider, please contact our support team.

12. Contact Information

If you have questions about returns, refunds, cancellations, damaged items, incorrect items, or missing parts, please contact us using the information below:

Brand: Atelier Solenne™
Company Name: Himalaya Handmade LLC
Address: 500 S Los Angeles St Suite 21, Los Angeles, CA 90013, United States
Phone: +1 (720) 520-4559
Email: westlacasita@gmail.com

Please include your order number when contacting us about an existing purchase. This helps our team review your request more efficiently.