Refund policy

Thank you for shopping with Atelier Nuvola. We take pride in the quality of our cloud puff tote bags and want you to be satisfied with your purchase. Please review our return guidelines below before placing your order.

Shipping Scope

We currently ship exclusively within the United States.

Return Window & Eligibility

We offer a 14-day return policy, meaning you have 14 days from the date of delivery to request a return.

To be eligible for a return:

  • The item must be in its original condition: unworn, unused, with all tags attached, and in its original packaging.

  • You must provide a valid receipt or proof of purchase.

  • Valid Reason Requirement: Returns are only approved for specific, actionable issues (e.g., severe fit discrepancies, quality defects, or order errors). Preference-based reasons such as "I don't like it," "I changed my mind," or "It looks different in person" do not qualify for a return.

Non-Returnable Items & Sale Finality

  • Final Sale Items: Any items purchased on sale, at a discount, or with a promotional code are final sale and not eligible for return or refund.

  • Exceptions for Sale Items: If a sale item arrives damaged, defective, or incorrect, it is eligible for a replacement or return. Photo and/or video evidence showing the damage or incorrect item must be provided when submitting your request.

  • Gift cards are non-returnable.

Return Shipping Costs

customers are responsible for paying all return shipping costs. Return shipping fees are non-refundable. We recommend using a trackable shipping service, as Atelier Nuvola is not responsible for items lost or damaged in transit back to us.

How to Initiate a Return

  1. Contact us at ateliernuvola.store@gmail.com within 14 days of receiving your package.

  2. Include your order number, a detailed explanation of the valid return reason, and photos/videos if the item is damaged or incorrect.

  3. If your return request is approved, we will send you the designated return mailing address and instructions on how to send your package.

Items sent back to us without an approved return request will be rejected and returned to sender.

Exchanges

We do not offer exchanges under any circumstances. If you require a different item or color, please follow the return process for an eligible item and place a new order on our website.

Refunds

Once your return is received and inspected, we will send an email notifying you whether your refund was approved or rejected based on the condition of the item.

If approved, your refund will be processed back to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to post the transaction to your account. If more than 15 business days have passed since your approval notification and you have not received your funds, please reach out to us at ateliernuvola.store@gmail.com.