Refund policy
Return & Refund Policy
Last updated: August 7, 2025
At Atolea, customer satisfaction is important to us. If you are not satisfied with your purchase, you may request an eligible return within 30 calendar days after your order is delivered.
Nothing in this policy limits any mandatory consumer rights available under the laws of your country or region.
Return Eligibility
To be eligible for a return, the item must:
- Be unworn, unused, and in its original condition
- Include its original packaging, tags, pouches, boxes, and accessories
- Show no signs of scratches, damage, alteration, misuse, or excessive handling
- Be accompanied by your order number or other proof of purchase
To request a return, contact:
Please include your full name, order number, the item you wish to return, and the reason for the request.
After reviewing your request, we will provide the appropriate return instructions and return address. Please do not send a product to an address found on the original package without first contacting our support team.
Non-Returnable Items
The following items may not be returned under our voluntary return policy, except when defective, damaged, incorrect, or where applicable law provides otherwise:
- Gift cards
- Personalized, engraved, custom-made, or made-to-order products
- Products clearly identified as final sale before purchase
- Items that have been worn, altered, damaged, or misused after delivery
- Earrings or other products supplied with a hygiene seal when the seal has been opened or removed
Products purchased during a promotion or sale are not automatically excluded from returns unless they were clearly identified as final sale before purchase.
Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible at:
Reporting visible damage within 14 days after delivery helps us document the issue and submit a carrier claim. This requested reporting period does not limit any longer mandatory consumer rights that may apply.
Please include your order number, a description of the issue, clear photographs or videos of the product, and photographs of the packaging and shipping label when relevant.
If the issue is confirmed, Atolea will provide an appropriate replacement, repair, refund, or other remedy and will cover reasonable return shipping costs where applicable.
Promotions, Bundles, and Free Gifts
Orders purchased through bundles, multi-buy promotions, “Buy 2, Get 2 Free” offers, gifts with purchase, or similar promotions are priced according to the promotional conditions in effect when the order was placed.
If the entire promotional order is returned, all qualifying products and promotional gifts must also be returned.
For partial returns, the refund may be recalculated based on the products retained and the original promotional requirements where permitted by law.
Exchanges
We do not currently guarantee direct exchanges. You may be asked to return the original item for a refund and place a new order for the preferred product, size, color, or style.
Any direct exchange is subject to product availability and approval.
Return Shipping Costs
For returns caused by a change of mind, ordering the wrong product, or no longer wanting the item, return shipping costs are generally the customer’s responsibility unless applicable law requires otherwise.
Atolea will cover reasonable return shipping costs when:
- The wrong item was delivered
- The product arrived damaged
- The product is confirmed to be defective
- The issue was caused by our fulfillment error
- Applicable law requires us to cover the cost
Refund Processing
After receiving and inspecting the returned item, we will notify you whether the refund has been approved, partially approved, or declined.
If approved, the refund will be issued to the original payment method.
We normally initiate approved refunds within 5 business days after completing the return inspection.
Your bank or payment provider may require an additional 5–10 business days to display the funds in your account.
Original Shipping Charges
For voluntary returns caused by a change of mind, original shipping charges, expedited shipping charges, customs duties, import taxes, and other delivery-related charges are generally non-refundable, except where applicable law requires otherwise.
If the return is caused by a damaged, defective, incorrect, or misdescribed product, appropriate shipping charges will be refunded where required.
European Union, EEA, and United Kingdom Right of Withdrawal
If you are a consumer located in the European Union, European Economic Area, or United Kingdom, you may have a statutory right to withdraw from an eligible online purchase within 14 calendar days after receiving the products, without providing a reason.
To exercise this right, contact:
After notifying us, you must return the products within the period required by applicable law, generally no later than 14 days after communicating your decision to withdraw.
We may withhold the refund until we receive the returned products or until you provide evidence that the products were sent back, whichever occurs first.
Order Cancellations
Cancellation requests submitted within 12 hours after purchase have the best chance of being completed. Cancellation cannot be guaranteed once processing, fulfillment, or shipment has started.
The operational 12-hour period does not limit any mandatory statutory cancellation or withdrawal rights.
Contact Information
Atolea Customer Support
contact@useatolea.store
