Returns & Refunds
RETURNS AND REFUNDS POLICY – NORDIC ATELIER
SCOPE AND PURPOSE
This Returns and Refunds Policy applies to purchases made through Nordic Atelier, including orders placed from our international markets.
We want our customers to feel confident when shopping with us. We therefore offer a voluntary return period of 30 days from receipt for products that meet our return conditions.
This policy supplements, but does not limit, the consumer's statutory rights under applicable consumer law.
ORDER CANCELLATIONS
If you would like to cancel an order before it is processed, please contact us within 24 hours of placing the order.
After this period, we cannot guarantee that processing or shipment can be stopped.
If the order has already been shipped, you may need to wait for delivery and then follow our return process.
To request a cancellation, contact us at:
Email: support@nordic-atelier.se
Please include your order number and your cancellation request.
This 24-hour administrative timeframe does not limit your statutory right of withdrawal or your rights in relation to faulty products.
30-DAY RETURN PERIOD
Nordic Atelier allows customers in our delivery countries to request a return of eligible products within 30 days from the date the order is received.
This applies to customers in Sweden and to customers in our international markets.
For returns made under our voluntary 30-day return period, the conditions below apply to the extent permitted by applicable law.
If you have additional rights under applicable law, those rights apply independently of our voluntary return policy.
STATUTORY RIGHT OF WITHDRAWAL
For consumers in the EU and EEA, distance purchases generally include a statutory right of withdrawal of at least 14 days, subject to the exceptions provided by applicable law.
The withdrawal period normally starts when you, or a person designated by you, receives the goods.
During the withdrawal period, you may notify us that you wish to withdraw from the purchase without giving a reason.
To exercise your right of withdrawal, send a clear statement to:
You may use our return form, but it is not mandatory in order to exercise the statutory right of withdrawal.
After notifying us that you wish to exercise your statutory right of withdrawal, the goods should normally be returned without undue delay and no later than 14 days after your notice, unless otherwise required by applicable law.
Our voluntary 30-day return period does not affect the statutory right of withdrawal.
For customers outside the EU and EEA, the consumer rights provided by the relevant local law apply.
HOW TO RETURN AN ITEM
Step 1 – Contact Customer Service
Contact us within 30 days of receipt to request a return under our voluntary return policy.
Email: support@nordic-atelier.se
Please include:
- Your order number.
- The product you wish to return.
- The reason for the return, if you wish to provide one.
- Photos of the product if it is damaged, defective or incorrectly delivered.
You do not need to provide a reason to exercise a statutory right of withdrawal.
Step 2 – Return Instructions
Our customer service team will review the request and send you instructions on how and where to return the item.
If the return concerns an incorrect, defective or wrongly delivered product, Nordic Atelier will cover reasonable and necessary return costs where required by applicable law.
In such cases, we may provide a prepaid return label or another free return solution.
Step 3 – Packaging and Return Shipment
For returns under our voluntary 30-day return period, we ask that you:
- Pack the product securely.
- Use the original packaging where possible.
- Include the product's original tags.
- Include the return form or other relevant information.
Please keep your drop-off receipt or tracking number until the return has been fully processed.
The absence of the original packaging does not in itself remove statutory consumer rights.
EXCHANGES
We currently do not offer direct product exchanges.
If you would like a different size, colour or product, we recommend that you:
- Return the original product in accordance with our return policy.
- Place a new order for the product you would like.
This allows returns and new orders to be processed separately.
Your statutory rights in relation to faulty products, including any right to replacement, are not affected.
RETURN COSTS
Incorrect, defective or wrongly delivered products
Nordic Atelier covers reasonable and necessary return costs where required by applicable consumer law.
Please contact us before returning the item so that we can provide the correct return instructions.
Change-of-mind and voluntary returns
For returns due to a change of mind, the customer normally bears the direct cost of return shipping, provided the customer has received the information required by applicable law.
Any return costs payable by the customer will be governed by the terms applicable to the purchase.
If we have expressly offered free returns, that offer applies.
CONDITIONS FOR VOLUNTARY RETURNS
For returns under our voluntary 30-day return policy, in addition to any statutory withdrawal rights, we ask that products are:
- Unused and unwashed.
- Undamaged.
- In good condition.
- Where possible, in the original packaging and with the original tags.
These conditions apply only to the extent permitted by applicable law.
Where a statutory right of withdrawal applies, the customer has the right to inspect the product to the extent necessary to establish its nature, characteristics and functioning.
If the product has been handled more than necessary, a legally permitted deduction for diminished value may apply, provided all applicable information requirements have been met.
RETURN EXCEPTIONS
Certain products may be excluded from our voluntary return policy or from the statutory right of withdrawal where applicable law permits this.
Examples may include:
- Products made to the customer's specifications or clearly personalised.
- Sealed goods that are not suitable for return for health or hygiene reasons if the seal has been broken after delivery.
Any exception applies only where the legal requirements for that exception are met.
These exceptions do not limit the customer's statutory rights in relation to defective or incorrect products.
REFUNDS
Once we have received and inspected a voluntary return, we will inform the customer of the outcome.
We aim to process approved refunds under our voluntary 30-day return policy within 7 business days after the product has been received and inspected.
For statutory withdrawals, the refund deadlines required by applicable law apply.
Within the EU and EEA, refunds must generally be made without undue delay and no later than 14 days after we are informed of the consumer's decision to withdraw.
Where permitted by applicable law, we may withhold the refund until we have received the goods back or the customer has provided evidence that the goods have been returned.
Where required by law, a refund following a statutory withdrawal also includes the original standard delivery cost. Additional costs resulting from a more expensive delivery method expressly chosen by the customer do not have to be refunded where the law allows this.
Refunds are made to the same payment method used for the purchase unless the customer expressly agrees otherwise.
We do not charge an administrative fee for exercising a statutory right of withdrawal.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If you receive a damaged, defective or incorrect product, please contact us at:
Please include your order number and describe the issue.
Photos are helpful where they assist us in reviewing the case.
We will review the matter and offer an appropriate remedy in accordance with applicable consumer law.
Depending on the circumstances, the customer may be entitled to repair, replacement, a price reduction or a refund.
Statutory rights relating to defective goods apply independently of our voluntary 30-day return period.
RETURN ADDRESS AND RETURN INSTRUCTIONS
Please always contact our customer service team before sending a return.
Because we work with several warehouses and logistics partners, the return address may vary depending on the product and order.
We will therefore provide the current return address and relevant instructions when you contact us.
Do not send goods to our business address unless we have first confirmed that the address can accept returns.
This does not affect your right to notify us that you wish to exercise a statutory right of withdrawal.
DOWNLOAD THE RETURN FORM
Click here to download our return form
The return form helps us identify your order and process your return.
You can also contact customer service directly by email.
QUESTIONS?
Visit our FAQ page or contact our customer service team.
We are happy to help with questions about returns, refunds, orders and product issues.
CONTACT US
Store name: Nordic Atelier
Contact address: Meentstraat 23, 6533 XG Nijmegen, Netherlands
Email: support@nordic-atelier.se
Contact form: Click here
Phone: +31 6 20639786
Operated by: Raes-Media
VAT registration number: BE1011.205.204
Address: Stroombanklaan 86, 8400 Oostende, Belgium
CUSTOMER SERVICE HOURS
Monday to Friday: 09:00–17:00 (CET)
We aim to respond within 24 hours.