Refund policy
Return & Refund Policy
Last updated: July 27, 2025
At Atolea Jewelry, we want you to feel confident when shopping with us. This Return & Refund Policy explains how returns, exchanges, cancellations, damaged items, promotional orders, and refunds are handled for purchases made through shop-atoleajewelry.store.
Nothing in this policy limits any mandatory consumer rights available under the laws of the country or region where you live.
30-Day Return Policy
We accept eligible return requests submitted within 30 calendar days after the order is delivered.
To request a return, contact us at:
Email: contact@useatolea.store
Please include:
- Your full name
- Your order number
- The item or items you wish to return
- The reason for the return
- Photos of the item and packaging when the product is damaged, defective, incorrect, or otherwise affected by an issue
We will review your request and provide return instructions and the appropriate return address. Returns sent without prior authorization, or sent to an address not provided by our customer support team, may not be accepted or processed correctly.
Return Eligibility
To qualify under our voluntary 30-day return policy, returned items must generally:
- Be unworn, unused, and in their original condition
- Include the original packaging, tags, pouches, boxes, and accessories supplied with the product
- Be free from scratches, stains, odors, alterations, damage, or signs of improper use
- Include proof of purchase from shop-atoleajewelry.store
- Be returned using the instructions provided by our customer support team
You may inspect an item in the same way you reasonably would in a physical store. Where permitted by applicable law, we may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the item.
Items That May Not Be Returned
The following items are not eligible under our voluntary return policy, except where the item is defective, damaged, incorrectly supplied, or where applicable law provides otherwise:
- Gift cards
- Personalized, engraved, custom-made, or made-to-order products
- Products clearly identified as final sale before purchase
- Items that have been worn, altered, damaged, or misused after delivery
- Items supplied in sealed hygiene packaging when the hygiene seal has been opened or removed
- Promotional gifts that are not returned as required under the promotional return conditions below
A “final sale” designation does not remove any mandatory legal rights relating to defective, damaged, misdescribed, or incorrectly supplied products.
Earrings and Hygiene-Sealed Products
For health and hygiene reasons, earrings or other products supplied in sealed hygiene packaging may not be returned after the hygiene seal has been opened or removed.
This restriction does not apply when the product was delivered damaged, defective, incorrect, or where applicable consumer law requires us to accept the return.
Promotions, Bundles, and Free Gifts
Orders purchased as part of a bundle, multi-buy offer, “Buy 2, Get 2 Free” promotion, gift-with-purchase offer, or similar promotion are priced based on the promotional conditions that applied when the order was placed.
When returning the entire promotional order, all qualifying products and promotional gifts must be returned.
For partial returns, the refund may be recalculated based on the products you keep and the promotion’s original eligibility requirements. This means that:
- The remaining products may be repriced at their applicable non-promotional or adjusted promotional price
- The value of an unreturned promotional gift may be deducted from the refund where permitted by law
- A partial return may cause the original order to no longer qualify for the promotional discount
These adjustments do not limit any mandatory right to withdraw from or return an entire qualifying order under applicable consumer law.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery. If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible at contact@useatolea.store.
To help us resolve the issue, please provide:
- Your order number
- A clear description of the issue
- Clear photos or videos of the item
- Photos of the packaging and shipping label when relevant
Reporting visible delivery damage within 14 days after delivery helps us investigate the issue with the shipping carrier. However, this requested reporting period does not limit any longer mandatory legal guarantee or consumer rights that may apply.
After reviewing the claim, we may provide an appropriate remedy, such as:
- A replacement
- A repair, when appropriate
- A full or partial refund
- Another remedy agreed with you and permitted by applicable law
When the product is confirmed to be defective, damaged upon delivery, or incorrectly supplied, Atolea Jewelry will cover reasonable return shipping costs or provide another return method where required.
Lifetime Color Warranty
Certain eligible Atolea Jewelry products may include a Lifetime Color Warranty, as described on the website or product page.
The Lifetime Color Warranty is a voluntary commercial warranty and is separate from this 30-day return policy. Warranty claims may require your order number and clear photos or videos of the product.
The warranty does not replace or restrict any mandatory legal guarantee or consumer right that applies to your purchase.
Return Shipping Costs
For returns made because you changed your mind, ordered the wrong size, or no longer want the product, return shipping costs are generally the customer’s responsibility, unless applicable law requires otherwise.
Atolea Jewelry will cover reasonable return shipping costs when:
- The wrong item was delivered
- The product arrived damaged
- The product is confirmed to be defective
- We made another error in fulfilling the order
- Applicable law requires us to cover the cost
We recommend using a trackable shipping service and keeping the shipping receipt until the return has been completed. We are not responsible for return packages lost in transit when the shipping method was arranged independently by the customer, except where applicable law provides otherwise.
Any customs declarations, duties, or import requirements associated with an independently arranged international return are the customer’s responsibility unless the return is caused by our error or applicable law requires otherwise.
Refund Processing
After receiving the returned item, we will inspect it and notify you whether the refund has been approved, partially approved, or declined, together with the reason when applicable.
Approved refunds will be issued:
- To the original payment method
- In the same currency used for the original transaction, where supported by the payment provider
- Without unnecessary delay after the return has been received and inspected
For returns made under our voluntary 30-day return policy, we normally initiate approved refunds within 5 business days after completing the inspection.
After we initiate the refund, your bank, card issuer, PayPal, or other payment provider may require an additional 5–10 business days to display the funds in your account. These external processing times are controlled by the payment provider.
Original Shipping Charges
For voluntary returns made because of a change of mind, original shipping charges, expedited shipping charges, customs duties, taxes, and other delivery-related charges are generally non-refundable, except where applicable law requires otherwise.
If the return is caused by a damaged, defective, incorrect, or misdescribed product, we will refund the appropriate shipping charges where required.
For qualifying statutory withdrawal requests in the European Union, European Economic Area, or United Kingdom, the original standard delivery charge will be refunded. Additional costs resulting from choosing an expedited or premium delivery method instead of standard delivery are not refundable unless required by applicable law.
European Union, EEA, and United Kingdom Right of Withdrawal
If you are a consumer located in the European Union, European Economic Area, or United Kingdom, you may have a statutory right to withdraw from an eligible online purchase within 14 calendar days after receiving the goods, without providing a reason.
To exercise this right, you must send us a clear statement of your decision to withdraw before the 14-day period expires. You may contact us at:
contact@useatolea.store
You may also use our available withdrawal request form:
After notifying us of your withdrawal, you must return the goods within the period required by applicable law, generally no later than 14 days after notifying us.
We will refund eligible payments, including the cost of standard delivery, without undue delay and no later than the deadline required by applicable law. We may withhold the refund until we receive the returned goods or until you provide evidence that the goods were sent back, whichever occurs first.
You are generally responsible for the direct cost of returning goods under the statutory right of withdrawal unless:
- We agreed to cover the cost
- We failed to inform you that you would be responsible for it
- The item was damaged, defective, incorrect, or misdescribed
- Applicable law requires us to cover the cost
The statutory withdrawal right may not apply to certain legally exempt products, including clearly personalized goods and sealed products that are unsuitable for return for health or hygiene reasons after the seal has been opened.
Exchanges
Exchanges are subject to product availability and approval.
For the fastest service, we may ask you to return the original item for a refund and place a new order for the replacement item. If an exchange is approved directly, we will provide the necessary instructions.
Any price difference, promotional adjustment, or additional shipping cost will be explained before the exchange is completed.
Order Cancellations
To request an order cancellation, contact us as soon as possible at contact@useatolea.store.
We aim to process orders quickly. Cancellation requests submitted within 12 hours after purchase have the best chance of being completed, but cancellation is not guaranteed if the order has already entered processing, fulfillment, or shipment.
If the order can no longer be canceled, you may request a return after delivery in accordance with this policy. Any mandatory statutory cancellation or withdrawal rights remain unaffected.
Refused and Unclaimed Deliveries
If a package is refused, left unclaimed, or returned because the customer provided an incorrect or incomplete address, any refund will be reviewed after the package is returned to us.
Where permitted by law, actual return shipping charges, carrier fees, customs charges, or other costs caused by the refusal, non-collection, or incorrect address may be deducted from the refund.
This does not apply when the delivery problem was caused by our error or when applicable consumer law requires a different outcome.
Late or Missing Refunds
If we have confirmed that your refund was issued but it has not appeared in your account:
- Check the original payment account again
- Contact your card issuer or payment provider
- Contact your bank, as pending refunds may take additional time to post
If the estimated processing period has passed, contact us at contact@useatolea.store with your order number so we can review the refund status.
Chargebacks and Payment Disputes
We encourage customers to contact our customer support team before opening a payment dispute, as we may be able to resolve delivery, product, cancellation, or refund concerns more quickly.
Contacting us first is not mandatory and does not limit your right to contact your bank, payment provider, or any applicable consumer protection authority.
If a payment dispute is opened, the dispute will be handled through the procedures and timelines established by the relevant bank or payment provider.
Mandatory Consumer Rights
This policy provides contractual and voluntary return rights in addition to any rights provided by applicable consumer protection law.
Nothing in this policy excludes, restricts, or replaces mandatory rights relating to products that are defective, unsafe, damaged, misdescribed, incorrectly supplied, or not delivered.
Where a provision of this policy conflicts with mandatory consumer protection law, the mandatory legal requirement will apply.
Contact Information
Atolea Jewelry
Suite 305, Kingsway Business Centre
95 Kingsway
London WC2B 6TP
United Kingdom
Customer Support:
contact@useatolea.store
Website:
shop-atoleajewelry.store
Support requests are generally reviewed Monday through Friday, excluding public holidays. Response times may be longer during weekends, holidays, promotional periods, or periods of unusually high demand.