How can I request an exchange or a refund? Can I make exchanges or returns at the Atelier?

Remember that our Atelier is just a parenthesis so that you can try, touch, smell and feel all our products with personalised advice.

It is important to note that, as we are still an online shopping platform, we do NOT accept returns or exchanges in our physical space.

Below we tell you everything you need to know to make an exchange or return of a digital purchase made in our Atelier.

Deadlines:

If your order was shipped within Spain, the return period is 14 calendar days from the time you receive your order at home.
If your order was shipped internationally (outside Spain), the return period is 20 calendar days from the date of shipment.
How to request an exchange or refund through our online platform?
If you wish to process an exchange, you can find the step-by-step instructions here:

https://ayuda.polinetmoi.com/hc/en-gb/articles/11726123458589-How-can-I-request-an-exchange-

If you wish to make a return, you can find the step-by-step instructions here:

https://ayuda.polinetmoi.com/hc/en-gb/articles/11726957561885-How-can-I-request-a-return-of-my-order-

If you have made your purchase using a credit or debit card physically at the Atelier, we will contact you to request your bank account details and make the corresponding refund via bank transfer. We will do this once we receive your return shipment and process it.
Important! Returns and exchanges are processed within 10 working days after we receive the package in our warehouse.