Refund policy

IMPORTANT INFORMATION

If you have purchased an item from our local store, your item adheres to the in-store return policy: Original priced items can be exchanged for store credit only within 7 days upon purchase. No refunds can be authorized. All return items must be in original condition, any sign of wear/damage will not be accepted. We have the right to deny credit if the intended return item does not meet our return policy requirement. Discounted items are final sale - returns or exchanges will not be accepted. 

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Please note that we cannot accept returns on your made to order product, since it is produced especially for you only.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at dh@ateliergrato.dk , lr@ateliergrato.dk 

If your return is accepted and within Denmark, we’ll send you a return shipping label and deduct the cost 49DKK when returning the cost of the returned item.

We will as well send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please email us at dh@ateliergrato.dk , lr@ateliergrato.dk and we will then provide you with a return label.

You can always contact us for any return question at dh@ateliergrato.dk , lr@ateliergrato.dk

Damages and issues.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at dh@ateliergrato.dk , lr@ateliergrato.dk