Refund policy
Right of withdrawal
You have the right to withdraw from your purchase within 14 calendar days after you, or a third party appointed by you, receives the order. If an order is delivered in separate shipments, the withdrawal period begins when the last item is received.
You do not need to provide a reason for your withdrawal.
To exercise your right of withdrawal, please inform us by a clear statement sent to:
Atelier Les Muses
Email: ingrid@lesmuses.be
Return address: Streeklaan 44, 3060 Bertem, Belgium
After notifying us, you must return the item within 14 calendar days.
Return conditions
Returned items should be:
- unworn and unused, except for the handling reasonably necessary to inspect the item;
- returned with all original parts and accessories;
- securely packaged, in the original packaging;
- accompanied by the order number or another proof of purchase.
You may be held responsible for any reduction in value resulting from handling the product beyond what is necessary to establish its nature, characteristics and functioning.
Please do not send a return before informing us by email, so that we can provide the correct return instructions.
Return shipping costs
For returns made because you have changed your mind, the direct cost of returning the item is your responsibility.
We recommend using a tracked shipping method. Atelier Les Muses cannot be held responsible for a return shipment that is lost or damaged in transit.
If an item is defective, damaged or incorrectly supplied, Atelier Les Muses will cover the reasonable return shipping costs.
Damaged, defective or incorrect items
Please inspect your order after delivery and contact us as soon as possible if an item is damaged, defective or different from what you ordered.
Please include your order number and clear photographs of the item and packaging so that we can evaluate the issue and provide an appropriate solution.
Your statutory rights concerning defective or non-conforming goods remain unaffected.
Exceptions
The right of withdrawal does not apply to products that have been made to the customer’s individual specifications or have been clearly personalised.
This exception does not automatically apply to standard Atelier Les Muses designs that are simply produced or assembled after an order is placed.
For hygiene reasons, earrings may only be excluded from return where they were supplied in sealed hygiene packaging and that seal was broken after delivery.
Please contact us before ordering if you are unsure whether a personalised item can be returned.
Exchanges
We do not process direct exchanges.
To order a different item, please return the original item in accordance with this policy. Once the return has been accepted, you can place a new order separately.
Refunds
We will notify you after receiving and inspecting your return.
When you validly exercise your right of withdrawal, we will refund all eligible payments received from you, including the cost of our least expensive standard delivery method. Additional costs resulting from your choice of a more expensive delivery method are not refundable.
The refund will be issued using the original payment method, unless expressly agreed otherwise.
We will process the refund no later than 14 calendar days after receiving your withdrawal notification. We may withhold the refund until we have received the returned item or until you provide proof that it has been sent back, whichever occurs first.
Depending on your bank or payment provider, it may take additional time before the refunded amount appears in your account.
For questions concerning a return or refund, contact us at ingrid@lesmuses.be