Refund policy
Spencer Atelier Returns and Refund Policy
Thank you for choosing Spencer Atelier. We strive to make your shopping experience as smooth and transparent as possible. Please read our return, refund, and exchange policy to understand the eligibility criteria, procedures, and timelines involved.
Scope and Contact Information
For any inquiries regarding returns and refunds, feel free to reach out to us through the following:
Email: support@spenceratelier.com
Phone: +31 202146099
Policy Overview
- Return Period: 30 days from the delivery date.
- Refund Processing Time: Up to 10 business days after receiving the returned item.
- Return Shipping Costs: Customers are responsible for return shipping unless the item is defective or damaged.
Order Cancellations
Orders can be canceled within two hours of purchase by contacting our customer service. If your order has already been dispatched, please follow the return process outlined below.
Return Conditions
We accept returns under the following conditions:
- Return Period: Products must be returned within 30 days of receipt.
- Item Condition: Returned products should be in their original, unused state with tags attached and in their original packaging.
- Proof of Purchase: A receipt or proof of purchase is required for all returns.
- Exclusions: Certain items, including custom or personalized products and hygiene items (e.g., underwear), cannot be returned unless unopened and unused.
How to Return an Item
To return an item, please follow these steps:
- Contact Customer Service: Email us at support@spenceratelier.com with your order number, reason for return, and any supporting photos if necessary.
- Obtain Return Authorization: Our team will assess your request and provide return authorization along with detailed instructions.
- Package the Item: Pack the item securely, ensuring that all original tags and packaging are included, and attach the return authorization form.
- Ship the Item: Send the item back using a tracked shipping service. Return shipping costs are your responsibility unless the item is defective or damaged.
Refund Policy
- Refund Approval: After we receive and inspect your returned item, we will notify you of the refund status within 10 business days.
- Processing Time: Approved refunds will be processed to your original payment method within 10 business days. Please note, your bank or card provider may take additional time to reflect the refund.
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Confirmation: A confirmation email will be sent once your refund has been processed.
If you haven’t received your refund within the expected timeframe, please reach out to your bank. For further assistance, you can also contact us at support@spenceratelier.com
Exchange Policy
Exchanges are available for incorrect or defective items. Please follow the return instructions provided above. Once we receive and inspect the returned item, we will process either an exchange or a refund based on your preference.
Processing Timelines
- Return Period: Returns must be initiated and shipped within 30 days of receiving the product.
- Inspection Time: Returns will be inspected within 10 business days of receiving the item.
- Refund Issuance: Refunds will be processed to the original payment method within 10 business days of inspection.
Contact Information
Spencer Atelier
Kleine Veenkade 30, 2518 PJ, The Hague, The Netherlands
Our customer support team is available Monday to Friday, from 9:00 AM to 5:00 PM GMT. We aim to respond to all inquiries within 24 hours.