Delivery & Returns

General Information

All items are shipping from our studio in Oxford, UK. Items will be dispatched between Mondays to Thursdays, 10am - 4pm.

Please note, gift cards are only available as an electronic gift card (e-gift card) at this moment of time, and will be delivered to the email address of your choice.

Any items that are returned to sender, we will endeavour to contact you to arrange a second delivery. Please note that the cost of the second postage will not be covered and will need to be paid for prior to the re-delivery, therefore please ensure the address is correct on purchase.

USA Shipping

We are aware of parcels being returned to senders due to the tariffs being implemented by the current Trump government. As it is too risky for our USA customers, we will not be shipping to the USA while there are still issues with tariffs, and things are unclear. We’re sorry for the inconvenience but we do not wish our customers to suffer any disappointment due to circumstances out of everyone’s control.

Shipping

All items will be sent by tracked postage methods, with items being dispatched within 2-5 working days from when an order is placed.

For UK orders, shipping and deliveries will be carried out by Royal Mail.

For International Orders, shipping and delivery will be done through Royal Mail or UPS.

Shipping Costs

All shipping costs will be dependent on location and weight.

Within the UK

Royal Mail 48 hours - prices start from £3.55

Royal Mail 24 hours  - prices start from £4.45

DPD - prices start from £2.99

International Orders

A 0.1% handling fee will added to shipping costs for international orders using Royal Mail.

Royal Mail

To all locations outside of the United Kingdom shipping starts from £7.50

Royal Mail aim to deliver to Ireland, France, Germany, Spain, Netherlands, Switzerland, Belgium, Sweden, Austria and Luxembourg is 3-4 working days.

If Royal Mail do not ship to your location, then a flat rate of £15.00 will be applied.

Taxes and Tariffs

As a small business, we are unfortunately unable to bear the cost of import taxes and tariffs up front. These may vary in cost and are the responsibility of you, the buyer.

We cannot incorrectly mark your item as ‘Gift’ and each item will be marked at the value sold, whether this is a full priced item or sale item.

Please contact your local customs office for more information before purchase if you are unsure on your country’s charges.

Lost Items

If your item is lost in the post, please get in contact with us so we can contact the courier on your behalf. Any potential refunds cannot be processed until the courier has confirmed the parcel status as lost. This process can take up to 28 working days.

Exchanges & Returns

All exchanges and returns are at the sole discretion of Atelier Elpidia and we have the right to refuse any return or exchange.

All return postage must be covered by the customer. We are unable to offer return postage.

To begin the exchange or return process, please email us at info@atelierelpidia.co.uk

For New Items & Orders

New items returned for exchange or a refund must in the same condition they were received, with no damage or wear and tear. If your items are returned smelling of washing detergent (different to what is used by Atelier Elpidia), perfume, or deodorant they will be considered as worn and will not be eligible for a refund nor an exchange.

If you are unsure if an item is suitable for return or exchange, please contact us with photos and a description in your message via email at info@atelierelpidia.co.uk.

Please note that any duties, taxes and shipping costs paid by Atelier Elpidia for the customer are non-refundable.

Atelier Elpidia does not take responsibility for items lost or damaged by the courier on the way to the buyer or while being returned. We will not issues refunds for this.

Exchanges

Ready to Wear, Made to Order, and Pre-order items can be returned for an exchange within 14 days from receipt of the item.

For customers within the UK, the shipping for the replacement item is free of charge. For international customers, an invoice for shipping costs will be sent once the exchange has been approved and confirmed with you.

Commissions and custom orders cannot be exchanged. If you are unsure of what to do with the commissioned/customised piece, we are happy to accept the item back and refund the cost of shipping to you.

Returns

If you're not happy with your garment, please get in contact within 14 days from receipt. This is a small company, so we do not usually accept returns but we will do everything we can to sort out any problems that occur with your order.

Ready to Wear, Made to Order (including those with lengths as the only customisation), and Pre-order items can be returned for a full refund within 14 days of receipt of the item. After 14 days, the item can be returned for a e-gift voucher of the same value up to 21 days after receipt.

Commissions and custom orders can only be returned if there is a fault with the item. This can be done within 14 days of receipt of the item.

If an item is accepted for a refund, you will be refunded via your original payment method. Please allow between 3 to 7 working days for the refund to be processed. If a refund is delayed, please check with your bank or credit card provider before getting in contact with us.

Sale Items

All sale items purchased are final and cannot be returned nor exchanged.

Any items purchased from our Sample and Archive Sales are non-returnable and non-exchangeable.

E-Gift Cards

Any e-gift cards purchased are non-refundable. E-gift cards are valid for 2 years from the date of purchase.

For Worn Items

As part of our commitment to sustainability, Atelier Elpidia wishes to take responsibility for our products in your possession which may need repair or no longer serve a purpose in your wardrobe.

Worn Returns

If you have a worn item you wish to return as you have finished enjoying wearing it and are happy to pay up front for the return postage, please get in contact with us. We will only accept items in good condition for re-sale.

Once a worn item has been received and checked, we are happy to reimburse you for the postage costs. If the item is not of a suitable condition, we will not reimburse you for postage costs.

Returns for mending & repair

Please get in contact with us before purchasing a repair order.

Postage to Atelier Elpidia will be at the cost of the customer.

For customers within the UK, Atelier Elpidia will cover the cost of returning the mended item to the customer. Any customers outside of the UK will need to pay a flat rate of £15.00 to cover shipping.