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Refund Policy

Effective Date: 06/26/2025

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At Éclatelier, each piece is designed with care, intention, and the highest level of craftsmanship. Due to the exclusive, made-to-order nature of our work, especially within our haute couture collections, our refund policy varies depending on the category of your purchase.

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1. Couture Orders (Custom Made-to-Measure)

All haute couture pieces are final sale and non-refundable. These garments are made-to-order, designed specifically for each client, and involve collaborative fittings and custom construction.

No returns, exchanges, or refunds are accepted on couture orders unless your item arrives in a defective or damaged condition (see Section 4). If a defect is identified, it must be reported within 48 hours of delivery with supporting photographs.

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2. Ready-to-Wear Items

 

a. In-Stock Purchases

If you are not satisfied with your in-stock ready-to-wear item, you may request a return for a refund within 7 days of delivery under the following conditions:

  • The item must be unworn, unused, unaltered, and in original packaging with tags attached.

  • Shipping charges are non-refundable.

  • You will be responsible for return shipping unless the item arrived damaged or there was a mistake on our part.

  • A 10% restocking fee may apply.

Refunds will be issued to the original form of payment within 7–10 business days after we receive and inspect the returned item.

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b. Preorders

Preorder items may be canceled only before the order has been shipped. Once the item ships, it follows the same return rules as in-stock ready-to-wear items (see above). You will not be charged until the preorder is ready to ship.

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3. Gift Cards and Digital Items

All gift cards and any downloadable or digital products are non-refundable.

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4. Damaged or Defective Items

If you receive an item that is defective, damaged, or incorrect, please contact us within 48 hours of receiving the order. Include:

  • Your order number

  • Clear photographs of the issue

  • A description of the problem

We will work with you to repair, replace, or refund the item depending on the circumstances.

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5. How to Initiate a Return or Refund

To initiate a return or request a refund, please email us at:

  • Email: [Insert Customer Service Email]

  • Subject Line: Return/Refund Request – Order #[Your Order Number]

We will respond within 2–3 business days with instructions.

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6. Right to Refuse Returns

Éclatelier reserves the right to refuse returns that do not meet the conditions stated above or that appear to have been worn, altered, or damaged after delivery.

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7. Contact Us

For any questions regarding your order, please don’t hesitate to contact us:

  • Email: [Insert Email Address]

  • Phone: [Insert Number]

  • Business Hours: Monday–Friday, 10 AM – 6 PM CST

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