Returns and Refunds Policy

Last updated: 2026

At Atelier Chen, your satisfaction is our top priority. If you're not entirely happy with your purchase, you may return eligible items within 30 days of receiving your order. Please read the conditions and return process below carefully.

1. Return Eligibility

For an item to be eligible for return, the following conditions must be met:

• The item must be returned within 30 days of the delivery date.
• The item must be unused and unwashed.
• The item must be in its original condition, with all tags attached.
• The item must be in its original packaging.
• A proof of purchase must be provided (order confirmation email or order number).

2. How to Return an Item

To start the return process, please follow these steps:

1. Contact us — Send an email to care@atelierchen-singapore.com with your order number and the reason for the return.
2. Receive confirmation — We'll review your request and send you a confirmation email with instructions for the return shipment.
3. Send the item back — Pack the item securely in its original packaging and send it to the following address:

   Mel + win-winfulfillment (CHN SNG092711)
   Tel: 17758231352
   No. 160 Nijiayan Road, Jiangbei District
   Ningbo, Zhejiang, 315000
   China (CHN)

4. Return processing — Once we've received and inspected the returned item, we'll process your refund. You'll be notified by email once the process is complete.

3. Return Shipping Costs

The cost of return shipping is the customer's responsibility. We recommend using a trackable courier service, as we're not liable for items lost or damaged during return transit.

4. Our Returns Policy

The 30-day return window described above is offered by Atelier Chen as part of our own returns policy, to give you added peace of mind. It applies in addition to, and does not limit, any rights you may separately have under Singapore consumer protection law — for example, if the goods you receive are defective, not as described, or otherwise do not conform to the contract (see Section 8, Damaged or Defective Items).

To start a return under this policy, notify us in writing at care@atelierchen-singapore.com, clearly stating your order number and your intention to return the item(s). The return is considered complete once we've received the item(s) back in undamaged condition.

5. Order Cancellations

We operate a fully automated order system, meaning orders are processed immediately upon receipt. For this reason, it's generally not possible to stop the shipping process once an order has been confirmed.

If your order has already been dispatched, cancellation is no longer possible. In this case, please accept the delivery and then follow the return process described above. Feel free to let us know in advance of your intention to return an item.

6. Unclaimed or Refused Parcels

If a parcel is refused upon delivery or not collected by the customer from the local pick-up point, it will automatically be returned to our warehouse. Please note that "free shipping" applies only to successfully delivered parcels. In the event of refusal or non-collection, the actual return logistics costs charged by the courier will be deducted from the final refund amount.

7. Refund Process

Once we've received and inspected your return, we'll send you an email letting you know whether the refund has been approved or declined. If approved:

• The refund will be issued to your original payment method.
• Please allow 5 to 10 working days for the amount to appear in your account, depending on your payment provider.

A refund cannot be issued without the physical return of the item. Items must be sent back to us and received by us before any payment can be refunded.

8. Damaged or Defective Items (Complaints)

If you receive an item that is damaged, defective, or doesn't match your order, please contact us within 30 days of delivery at care@atelierchen-singapore.com and send us:

• Your order number
• A description of the issue
• Photos of the item and packaging

We'll review your complaint and work with you to find a satisfactory solution, which may include a replacement item or a full refund. This is in addition to, and does not affect, any statutory remedies you may have under Singapore's Consumer Protection (Fair Trading) Act for goods that do not conform to contract.

9. Non-Returnable Items

The following items are excluded from returns and refunds:

• Items that have been used, altered, or damaged by the customer.
• Items returned without their original tags or original packaging.