EXCHANGE & RETURNS
Exchanges or returns due to a change of mind, including preferences related to color or size, are not accepted.
Exchanges and returns are accepted only in cases where the issue is attributable to Atelier de LUMEN, including the following:
- Receipt of an incorrect item
- Receipt of a defective item
In such cases, requests must be submitted within 7 days of the delivery date.
All exchange and return request must be submitted and approved in advance through our Customer Service Team.
Items returned without prior authorization may not be eligible for proper service and may be refused upon arrival, returned to the original sender, or disposed of by custom.
If you would like to request an exchange or return due to a defective item or an incorrect delivery, please follow the steps outlined below.
Step 1. Submit Your Request
Please email us at info@atlm.kr with your order number and clear photos of the item.
Once received, Customer Service Team will review your request and advise whether an exchange or return is approved.
Step 2. Return Product Preparation
Once your exchange request has been approved, please follow the instructions provided by our customer service team.
During this process, we may collect necessary personal information required for pickup, such as your order address, email address, and contact number.
For repackaging, please use the original Atelier de LUMEN outer box if available. If the original box is no longer available, kindly place the item in a secure alternative box (do not use another brand's box).
All original components must be included in the return package, including the brand box, dust bag, and warranty card.
Step 3. Progress and Completion of Returns
Once the return request is completed, you will receive a confirmation email from FedEx.
Please print and attach the FedEx return label included in the email to your return parcel.
If you want to change your pick up schedule, you can change it directly via the link provided in the FedEx email.
Please prepare the return box and the documents required for the return and deliver them to the delivery man by the scheduled pickup time.
Step 4. After Return Delivery
Return Exchange
Once the returned item arrived at our warehouse, a replacement item will be dispatched promptly.
Please note that no customs duties or taxes will be charged on exchange items.
Return for Refunds
For refund return, please refer to the Refund section below for full details on processing timelines and payment methods.
REFUNDS
Once the returned item arrived at our warehouse, it will under go an inspection process, which may take up to 2-5 business days from the date of arrival.
After the inspection is successfully completed, your refund will be issued to the original method of payment used at check out.
Depending on your payment provider, it may take up to 14 business days for the refunded amount appear in your account.
If the refund has not been received after the above timeframe, we kindly recommend contacting your payment provider such as your card issuer or bank.
TAX REFUND ON RETURNS AND REFUNDS
Customs duties and other taxes incurred during customs clearance are non-refunded through Atelier de LUMEN.
In this case, please contact your local customs office or the relevant shipping company directly.
For approved exchanged, refund will not be issued.
Instead, a replacement item will be dispatched, and no additional customs duties will be charged on the newly shipped exchange item.
