Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@atelierlou.com. Please note that returns will need to be sent to the following address: 4916 rue Sherbrooke Ouest
Westmount, QC H3Z 1H3

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@atelierlou.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@atelierlou.com.

At Atelier Lou Bijouterie we want you to be satisfied with your purchase. If for any reason you are not satisfied, you may be able to return your items for store credit. Please read through the following information carefully before attempting to return or exchange your product. If you do not comply with store policies, we may not be able to process your return or exchange.

You have 15 days to return an item once it has been received. Items must be returned unused, in their original packaging, and in a saleable state to be accepted for return. Special orders, personalized or custom pieces are not eligible for returns.

You may return the product to us in-store or return to us by mail at your own expense.
We request that you send us the merchandise by registered post and that you purchase insurance with your carrier for the value of the merchandise. If you elect not to purchase insurance, you are liable for any and all damages. We are not responsible for returns that do not have tracking/delivery confirmation showing that the package was received in our store. Please pack returns in original outer box or another sturdy shipping box with appropriate packing materials to ensure the product arrives to our store in good condition.
Please send all returns to: 

Atelier Lou Bijouterie
4916 rue Sherbrooke Ouest
Westmount, QC H3Z 1H3

Gift returns are eligible for exchange and in-store credit only. Please return items in original packaging. Any gift that shows signs of use or wear will not be accepted for exchange.

Personlized items, special orders and custom jewellery are not eligible for return or exchange. If you are unsatisfied with your purchase, please contact us by email. Due to the special nature of custom and special order items, these products are not eligible for returns or refunds. Any product that has been built or altered at your request (including ring re-sizing and diamond upgrades) falls under this category and as such is not eligible for exchange.

Atelier Lou Bijouterie wants to ensure you are happy with your purchase, and we would be happy to work with you to address any concerns you may have or provide more information about our policies should questions arise.