Policies & Legal

Thank you for shopping with Raelles Atelier. As always, we hope you are happy with your purchase. However, if you are not completely satisfied with your item(s) for any reason, you may return them to us in like-new condition for a full refund, store credit, or to make an exchange within 30 days of their delivery to you. If after 30 days you decide to make a return, certain items may be eligible for an exchange or store credit for up to 60 days after their delivery to you. Please see below for more information on our policies.

If you have any questions concerning our return policy, please contact us at info@raelles.com.

Conditions

All returns must be initiated within thirty (30) days of their delivery to you in order to qualify for a full refund to the original payment method. In the case of in-person purchases, returns must be initiated within 30 days of their purchase date.

If a return is initiated within 30 to 60 days from the delivery or purchase date, certain items may still be eligible for an exchange or store credit. Discontinued and custom-order products are exempt from this offer.

Returned items must be in new or like-new condition, with all original tags and/or labels either attached to or included with the returned items. Every return is required to be received and approved by our Returns Department before a refund, exchange, or store credit can be issued.

Receipts are NOT required to make a return or exchange, but including one is strongly recommended in order to shorten your processing time.

Exceptions

• Custom Made items are FINAL SALE and cannot be returned for any reason.

• Sale items are FINAL SALE and cannot be returned for any reason.

• Digital Products are FINAL SALE and cannot be returned, refunded, or exchanged for any reason due to their downloadable nature. If you are experiencing issues with a Digital product, contact us at help@raelles.com for troubleshooting assistance.

Please Note:

• We reserve the right to deny any return for any reason. In some cases, we may offer an alternate resolution to your return request such as a partial refund for heavily used items.

The Return Process

To return an item, please submit the form on this page to obtain the return address and a unique return merchandise authorization number (“RMA Number”). The return address can also be obtained by referring to your Order Confirmation Slip or by emailing customer service at help@raelles.com.

After receiving this information, place the item(s) you are returning and any corresponding paperwork you may have (a receipt, invoice, order confirmation slip, or other proof of purchase) securely in either their original packaging or another postal-approved mailer. Be sure to send your items back to us with the RMA number written clearly and legibly on the outside of the package.

After receiving your return and inspecting the condition of your item(s), we will process your request. Once your request has been accepted, you will be given your refund, exchange, or store credit (whichever resolution method you chose).

Resolutions

When you return any item(s) to Raelles Atelier, you have your choice between one of the following resolutions:

• a full refund to your original payment method,

• a full refund in the form of store credit, or

• an exchange of equal value.

Read the below sections for more information on these options.

Please Note:

• Custom-made and digital products, as well as sale items, are FINAL SALE and are NOT eligible for return for any reason.

• Our shipping and receiving department will REJECT any item(s) returned without the designated RMA Number written legibly on the packaging in which they are mailed. Please be advised that refunds CANNOT be issued in these cases.

• At this time, customers are responsible for all return shipping charges. We strongly recommend you use a trackable method to mail your return.

If you opt for a refund, we will notify you via email once we process and accept your return. Your refund will be issued to your original payment method immediately upon approval. Refunds may take 1-2 billing cycles to appear on your bank or credit card statement, depending on your banking institution or credit card company. We will notify you by email when your return has been processed.

Please Note:

• Original delivery costs are non-refundable.

• Our shipping and receiving department will REJECT any item(s) returned without the designated RMA Number written legibly on the packaging in which they are mailed. Please be advised refunds CANNOT be issued in these cases.

If you decide to exchange your unwanted item(s), you will be notified via email once we process your request. Once your return is received and accepted, you will be sent a voucher equal in value to the item(s) returned.

You will also receive an extra voucher for free shipping in addition to your original exchange voucher as a thank-you for giving us another chance.

These vouchers can be used together on the same order, or separately if you wish to save one for a later date. Neither will expire.

Please Note:

• Exchanges on eligible products are only available for orders shipped within the US. International orders are not eligible for exchanges at this time. If you placed your order internationally, please return your item for a refund or store credit and place a new order.

• Orders placed using Afterpay, Klarna, or paid in full with store credit are not eligible for exchange. If you used one of these payment methods, you will either receive a refund or store credit for your return.

If you choose store credit for your return, we will send a notification to your email once your request has been processed and accepted. You will receive your credit voucher in this email immediately upon approval.

You will also receive an extra $5 in addition to your original store credit amount as a thank-you for giving us another chance. Your credit voucher will not expire.

We do our best to ensure your order is delivered to your door in perfect condition. Please inspect your order upon arrival and contact us immediately if your item(s) are defective or damaged, or if you received the wrong item(s). We promise to make things right and send you a replacement at no extra cost to you.

Please Note:

• Any item(s) claimed to be defective, damaged, or incorrect are required to be returned and approved by our Returns Department before a refund, exchange, or store credit can be issued.

• We will pay for the shipping on replacement items. Original delivery costs are non-refundable, even for damaged, defective, or incorrect items. At this time, customers are responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.