Refund & Return Policy

Last updated: 10 June 2026

Our return policy

At Atelier Oliver, we want you to be completely happy with your purchase. Not satisfied? You can return your order within 30 days of receiving it. No explanation needed.

Under the Australian Consumer Law (ACL), you have the right to a repair, replacement or refund if a product has a major problem, or is not of acceptable quality. Our 30-day return window goes beyond the minimum statutory requirements and applies to all orders, including change-of-mind returns.

Conditions for returns

Items must be unworn and unused, in the same condition as when you received them. All original labels and hang tags must still be attached. The item must be returned in its original packaging. Proof of purchase (order confirmation or order number) is required.

Items that do not meet these conditions will not be accepted as a return. This includes worn items, items without original packaging, and items with removed labels or hang tags.

Return shipping costs

Return shipping is covered by the customer. The average cost of shipping an item back to our return centre in Australia is between $5 and $10 AUD, depending on the carrier and parcel size. These costs are exclusive of any additional service fees charged by the carrier. Costs may be higher depending on the size and weight of the parcel.

Exception: for damaged, defective or incorrectly delivered items, return shipping is on us.

For items over $75 AUD, we recommend using a tracked shipping service or purchasing shipping insurance.

Restocking fee: $0, we never charge restocking fees on returns.

How do I return an item?

Contact us at support@atelieroliver.com with your order number and reason for return. After your return request is approved, you will receive a confirmation with return instructions. Pack the item carefully in the original packaging, including all labels and hang tags. Ship the parcel to our return address:

Atelier Oliver Returns 159 Studley Ct Derrimut VIC 3026 Australia

Email us proof of return shipment (tracking number or shipping receipt). This is required.

Return processing time

After receiving your return, we process it within 2 business days. The item is inspected, and if it meets the return conditions, your refund is approved.

Refund

Approved refunds are automatically processed via your original payment method within 5 business days of approval. Depending on your bank or payment provider, it may take an additional 1 to 3 business days before the amount is visible in your account.

Refund of original shipping costs

For a full return (all items from the order), the original shipping costs are refunded. For a partial return (not all items from the order), the original shipping costs are not refunded.

Partial returns

If you return only part of your order, you will receive a refund for the returned item(s). The original shipping costs are not refunded in this case.

Delayed or missing refund

Haven't received your refund after 7 business days? First, check your bank account. Then contact your bank or credit card company, as processing times may vary. Still no luck? Email us at support@atelieroliver.com and we'll sort it out for you.

Damaged or defective items

Did you receive a damaged or defective item? Contact us within 30 days of delivery at support@atelieroliver.com with your order number and a photo or video of the damaged item. In this case, return shipping is on us and you will receive a free replacement or a full refund, your choice.

Wrong or incomplete orders

Did you receive the wrong item, or are items missing from your order? Contact us as soon as possible at support@atelieroliver.com with your order number and a description or photo of what you received. We will resolve this free of charge with a correct delivery or a full refund.

Order cancellation

You can cancel your order free of charge within 12 hours of placing it, provided it has not yet been processed by our warehouse. Contact us at support@atelieroliver.com with your order number. If your order has already shipped, the cancellation falls under our standard return policy.

Exchanges

Exchanges are possible if you received the wrong size or a wrong item. Send an email to support@atelieroliver.com with your order number and a short description. Our team will help you with the exchange process as quickly as possible. If you would like a different product or size, you can also return the item and place a new order.

Cancellation after shipping and refused packages

If you no longer wish to keep your order, we ask that you accept the delivery and use our return procedure. This allows us to correctly process your return and handle your refund.

If a package is refused upon delivery or not collected from a pickup point, we reserve the right to deduct any costs incurred from the refund amount, to the extent permitted by law. These costs may include shipping costs, return costs, processing fees and other costs resulting from the refused or uncollected shipment.

We advise customers to always accept their delivery and, if desired, return it through our standard return procedure.

Non-returnable items

Items that cannot be returned include personalised or custom-made pieces, sealed hygiene products where the seal has been broken, items marked as non-returnable on the product page, and gift cards. All other items in our range are returnable within the stated conditions.

Gifts

If the item was purchased as a gift, you will receive a store credit to the value of the returned item.

Your statutory rights

Nothing in this return policy affects your statutory rights under the Australian Consumer Law (ACL). Under the ACL, consumers are entitled to a repair, replacement or refund where goods are faulty, not as described, or do not do what they are supposed to do. For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) at accc.gov.au.

Company information

Trading name: Atelier Oliver
Legal name: ARCH ECOM LIMITED
Companies House No: 15721026
Registered office: Lynton House, 7–12 Tavistock Square, London WC1H 9BQ, United Kingdom
Return address: 159 Studley Ct, Derrimut VIC 3026, Australia

Note: Atelier Oliver is an online-only store with no physical showroom. The registered office listed above is our administrative business address only.

Contact information

Email: support@atelieroliver.com Contact form: atelieroliver.com/pages/contact Average response time: within 24 hours

Customer service hours (AEST, Sydney time):
Monday to Friday: 9:00 AM – 5:00 PM
Saturday to Sunday: 9:00 AM – 1:00 PM