Refund policy

Refund & Return Policy

Last updated: November 1, 2026

At Vero Nero Atelier, we want you to feel confident when shopping with us. If something isn’t quite right with your order, we’re here to help. This policy explains how returns, exchanges, refunds, and order issues are handled so you know what to expect.

1. Return Window

You may request a return within 30 days of receiving your order.

To qualify for a standard return, items must be:

Unworn, unused, and unwashed.
In their original condition, without damage caused after delivery.
Returned with original tags, accessories, and packaging where reasonably possible.

Items showing signs of wear, washing, alteration, misuse, or damage occurring after delivery may not qualify for a standard return.

If an item arrives damaged, defective, or different from what you ordered, please refer to Section 5. Those issues are handled separately from ordinary returns.

2. How to Request a Return

To begin a return, contact our customer support team at [support@veroneroatelier.com] with:

Your order number.
The name of the item you would like to return.
The reason for your return.
Photos, if they would help explain the issue.

Our team will review your request and provide instructions if the return is eligible.

Please contact us before sending anything back. Returns sent without authorization may be delayed or may not reach the correct return facility. We will provide the appropriate return address and instructions once your request has been reviewed.

3. Return Shipping

For standard returns, including change-of-mind purchases or selecting the wrong size, color, or style, the customer is responsible for the direct cost of return shipping.

We do not automatically provide prepaid return labels or reimburse standard return shipping costs.

If we determine that an item was damaged, defective, or incorrectly fulfilled, we will work with you to resolve the issue without charging you for reasonable return shipping where a return is necessary.

Any return-shipping arrangements will be explained before you send an item back. We recommend using a tracked shipping service and keeping proof of postage, as we cannot guarantee the arrival of an untracked return.

4. Refunds

Once an approved return is received and inspected, we will notify you of the outcome.

If your refund is approved:

The refund will be issued to your original payment method.
Please allow up to 10 business days after approval for us to process the refund.
Your bank or payment provider may require additional time to display the funds.

Original shipping charges are generally non-refundable for standard returns, except where a refund of those charges is required by applicable law or the return is due to an error on our part.

We do not charge a standard restocking fee.

If a return does not meet the eligibility requirements, we will explain the reason and contact you about the available next steps.

5. Damaged, Defective, or Incorrect Items

We want every order to arrive as expected. If your item arrives damaged, has a manufacturing defect, or is different from the product you ordered, please contact us as soon as reasonably possible.

Please include:

Your order number.
A short description of the issue.
Clear photographs or video showing the item and the problem, if possible.

We will review the issue and work toward an appropriate resolution. Depending on the circumstances and applicable law, this may include a replacement, repair, partial refund, or full refund.

You will not be asked to pay return shipping for a verified fulfillment error or qualifying damaged or defective item where a return is necessary.

Please do not discard or send back an affected item until our team has provided instructions.

Nothing in this policy limits any rights or remedies you may have under applicable consumer protection laws.

6. Exchanges and Sizing

If you would like a different size, color, or style, contact us and we will check whether an exchange is available.

Exchanges depend on product and supplier availability. If an exchange cannot be arranged, you may request a standard return if your purchase meets the return requirements in this policy.

We recommend reviewing the product description and available size options before ordering. Where exact garment measurements are not listed, please contact us before purchasing and we will do our best to obtain additional sizing information.

7. Order Cancellations and Changes

If you need to cancel or change an order, contact us as quickly as possible.

We can attempt to make changes or cancel an order before it has entered fulfillment or shipping. Once processing or shipment has begun, cancellation may no longer be possible, and the standard return process may apply after delivery.

If we cannot fulfill an order within the promised shipping period, we will provide the required notice and cancellation/refund options under applicable law.

8. Incorrect Shipping Information and Delivery Issues

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an address error, contact us immediately. We will attempt to correct it if the order has not yet entered fulfillment.

If tracking shows that an order has not arrived, appears to be delayed, or indicates a delivery issue, contact us so we can investigate.

Each situation will be reviewed individually. We will work with the relevant shipping provider and take appropriate action in accordance with applicable law.

9. Sale Items and Promotions

Unless a product is clearly identified as final sale before purchase, discounted and promotional items are eligible for returns under the same general conditions as other products.

Items that are clearly marked final sale are not eligible for ordinary change-of-mind returns, except where a return or refund is required by applicable law or the item is damaged, defective, or incorrectly supplied.

10. International Orders and Consumer Rights

Customers ordering from outside the United States may have additional rights under the consumer protection laws of their country or region.

Where local law provides a cancellation period, return right, warranty, or other consumer protection that applies to your purchase, those rights will be respected.

For example, certain customers in the European Economic Area and United Kingdom may have statutory cancellation and product-conformity rights. This policy does not replace or reduce those rights.

Customs duties, import taxes, and other charges may apply to international orders. Responsibility for those charges will be determined by the applicable shipping terms and local law.

11. Contact Us

If you have questions about a return, refund, exchange, or order issue, please contact:

Vero Nero Atelier
Email: [support@veroneroatelier.com]

Please include your order number so our team can assist you more efficiently.

We appreciate your support and the opportunity to make things right whenever an order does not meet expectations.