Refund policy




We hope you love your Atlas Carré piece. Our return policy depends on the country to which your order was delivered.

Change-of-Mind Returns

For countries where Atlas Carré offers change-of-mind returns, eligible items may be returned within 30 days of delivery.

We do not accept change-of-mind returns for orders delivered to:

  • Australia
  • Canada
  • Hong Kong
  • Malaysia
  • New Zealand
  • Singapore
  • Switzerland
  • United Arab Emirates
  • United States

For orders delivered to these countries, returns are accepted only where the item is faulty, damaged, incorrect, misdescribed or otherwise qualifies for a remedy under applicable consumer law.

Nothing in this policy limits or excludes any mandatory rights or remedies available under applicable consumer law.

Eligibility for Change-of-Mind Returns

To qualify for a change-of-mind return, the item must be unworn, unused and in its original condition, with all packaging, certificates and branded elements included.

We cannot accept change-of-mind returns for:

  • Personalised or bespoke items, including engravings, non-standard sizes, special colours or pieces produced to individual specifications
  • Earrings where any hygiene seal or protective hygiene packaging has been removed
  • Gift cards or items clearly identified as final sale
  • Items showing signs of wear, damage, alteration or improper handling

All returned items are subject to inspection. We reserve the right to refuse a change-of-mind return that does not meet these conditions.

These exclusions do not apply where an item is faulty, damaged, incorrect, misdescribed or where a return or other remedy is required by law.

How to Start a Return

To request an eligible change-of-mind return, email contact@atlascarre.com within 30 days of delivery and include your order number.

We will confirm whether the item is eligible and provide the relevant return instructions.

For change-of-mind returns:

  • UK orders: a prepaid return label will be provided
  • International orders: return shipping and any applicable customs charges or duties are the customer’s responsibility

Items remain the customer’s responsibility until they have been received by us. We recommend using a tracked and fully insured service appropriate for the value of the jewellery.

Unauthorised returns may not be accepted.

Faulty, Damaged, Incorrect or Misdescribed Items

Please contact contact@atlascarre.com as soon as reasonably possible if your item:

  • Has a manufacturing fault
  • Arrived damaged
  • Is not the item you ordered
  • Is materially different from its description
  • Otherwise fails to meet an applicable statutory consumer guarantee

Please include your order number, a description of the issue and clear photographs where appropriate.

Depending on the circumstances and applicable law, the available remedy may include repair, replacement, a price reduction or a refund.

Where an item must be returned because it is faulty, damaged, incorrect or misdescribed, Atlas Carré will provide a prepaid return method or reimburse reasonable return costs where required.

Refunds

Approved refunds will be issued to the original payment method.

For change-of-mind returns, the refund will normally be processed within 10 business days after the returned item has been received, inspected and approved. We may withhold the refund until we have received the item or satisfactory evidence that it has been returned, where permitted by law.

Original delivery costs will be refunded only where required by applicable law. Any refund of delivery costs will be limited to the cost of the least expensive standard delivery method offered for the order.

Customs duties, taxes and charges incurred in connection with a voluntary international change-of-mind return are not refundable by Atlas Carré. Any duties or charges imposed on Atlas Carré when receiving such a return may be deducted from the refund.

No deductions will be made for costs arising from an item that is faulty, damaged, incorrect or misdescribed where Atlas Carré is legally responsible for those costs.

We do not offer direct exchanges. Where a change-of-mind return is accepted and you would like a different item, please place a new order after your refund has been processed.

Lifetime Craft Warranty

Manufacturing faults are covered by our Lifetime Craft Warranty.

The Lifetime Craft Warranty is provided in addition to, and does not replace or restrict, any rights or remedies available under applicable consumer law.

The warranty does not cover ordinary wear and tear, accidental damage, loss, improper handling, unauthorised repairs or alterations, or damage caused by failure to follow our care guidance.

Transit Cover

All parcels are fully insured while in transit to the delivery address.

If an order is lost or damaged during delivery, please contact us promptly. Once the loss or damage has been confirmed, we will arrange an appropriate remedy at no cost to you.

Ring Resizing

We offer one complimentary resize per ring within a reasonable size range.

Customers are responsible for shipping costs to and from our workshop unless the resizing is required because Atlas Carré supplied an incorrect size.

Resizing is not available for certain designs, including full eternity bands, and may not be possible for every size adjustment.