Shipping and returns policy

Last updated: 11 August 2026

SHIPPING POLICY

Shipping

We ship to all territories indicated on the site.

Orders are processed and dispatched within an estimated 24 to 48 business hours from purchase confirmation.

Once dispatched, delivery time depends on the selected courier service and the recipient's location.

Order tracking

When your order ships, you will receive an email with tracking information so you can follow its status at any time.

Shipping details

It is the customer's responsibility to check that the shipping details are correct at the time of purchase.

Ateliest is not responsible for delays or issues caused by incorrect or incomplete details.

Delays

In exceptional situations (high demand, peak dates or logistical issues), delivery times may be affected. In those cases, we will keep you informed.

EXCHANGES AND RETURNS POLICY

There are two different return scenarios, each with its own conditions, deadlines and costs. Read the one that applies to your case.

1. Withdrawal: you changed your mind

Deadline

You have 15 calendar days from receipt of your order to withdraw from your purchase without having to give a reason. We voluntarily extend the 14 calendar days granted under Spanish consumer law.

Conditions

For health and hygiene protection reasons, sealed cosmetic products are excluded from the right of withdrawal once unsealed or opened. For the return to be valid, the product must:

  • Be unused
  • Have its seal intact
  • Be in its original packaging
  • Be in perfect condition

Costs

Return shipping costs are borne by you.

Refund

Once the product has been received and checked, we will refund the price of the products and the standard delivery cost of the original shipment, within a maximum of 14 calendar days from receipt of your notice, using the same payment method used for the purchase.

2. Defective product, order error or damage in transit

Deadline

Ateliest is liable for any lack of conformity that becomes apparent within three years of delivery, in accordance with Spanish consumer law. Please let us know as soon as you notice the problem so we can resolve it quickly.

Conditions

In this scenario the seal restriction does not apply: you can request a replacement or a refund even if the product has been opened.

Costs

If the product arrives defective or faulty, there has been an error in preparing your order, or it has been damaged in transit, Ateliest covers the return shipping cost and the replacement or refund. There is no cost to you.

How to request an exchange or a return

  1. Write to us at info@ateliest.com with your order number and the reason. If the product arrived defective or damaged, please attach photographs.
  2. We will reply with instructions and, where applicable, the return label.
  3. We will arrange the return, exchange or refund.

If you prefer, you can notify us of your decision to withdraw using the withdrawal form, although this is not mandatory: an unequivocal statement by email is enough.

Refunds

Refunds are always issued via the same payment method used for the purchase. Timings may vary depending on your bank or payment platform.

Important

Ateliest reserves the right to reject withdrawal returns that do not meet the conditions set out in section 1. This limitation does not in any way affect your statutory rights as a consumer under section 2.