FAQ
Return policy
All Atelier & Co. gowns are made-to-order, therefore we do not accept returns due to:
Change of mind
Incorrect size selected by the customer
Event cancellation
Personal preference
Delayed need
Colour expectations caused by screen settings
Refunds are only issued if:
The wrong item was sent.
The item arrives with a significant manufacturing defect.
Every claim is reviewed individually.
Shipping
We ship all orders via Aramex or DHL, depending on your destination and the fastest available service. The selected courier is determined by Atelier & Co. to ensure the most reliable delivery experience.
Once your gown has completed production and passed our quality inspection, it will be carefully packaged and dispatched.
You will receive a shipping confirmation email with your tracking number once your parcel has been collected by the courier.
Manufacturing
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
FAQ
How Can I Contact Customer Support?
Our customer support team is available via email and WhatsApp during our listed business hours. We aim to respond to all enquiries as quickly as possible, though response times may be longer during product launches and peak periods.
Do you offer exchanges?
As all Atelier & Co. gowns are made-to-order, we generally do not offer exchanges.
Exchanges will only be considered if:
The incorrect item was sent, or
The item has a verified manufacturing defect.
Exchange requests must be submitted within 48 hours of delivery and include your order number, clear photos, and a video of the issue. Items must be unworn, unaltered, free of perfume or makeup stains, and returned in their original condition with all tags and packaging intact.
Exchanges are subject to inspection and approval by Atelier & Co. We reserve the right to decline any exchange request that does not meet our policy requirements.
can I modify the design of a gown
At this time, we do not offer design modifications. Each gown is produced according to its original design to maintain the quality, fit, and craftsmanship of the collection.