At Gifts Atelier, we want every order to feel thoughtful, reliable, and easy to shop with confidence. This Return & Refund Policy explains when returns are accepted, how refunds are handled, and what to do if your mug or tote bag order arrives damaged, defective, or incorrect.
Return Eligibility & Window
Gifts Atelier accepts eligible returns within 30 days from delivery. To help us process your request smoothly, please contact us before sending anything back so we can review your order and provide return instructions.
Returns are available for eligible items purchased directly from Gifts Atelier and shipped within the United States. If you purchased from another seller, marketplace, or third-party platform, please contact that seller for their return requirements.
- Return requests must be made within 30 days from delivery.
- The item must meet our condition requirements.
- Proof of purchase or order information may be required.
- Returns must be approved before they are shipped back.
Condition of Returned Items
Returned items must be in a condition that allows us to inspect and process them properly. Please package items carefully, especially mugs, so they are protected during the return shipment.
If an item is returned in a condition that does not meet our policy, we may be unable to issue a full refund. We will review the returned item after it arrives and contact you if there are any concerns.
- Items should be unused and in their original condition.
- Items should be returned with any original packaging, tags, inserts, or accessories when applicable.
- Mugs should be securely wrapped to prevent breakage in transit.
- Tote bags should be clean, unused, and free from wear, odors, stains, or damage.
Items That Cannot Be Returned
Some items may not be eligible for return if they are no longer in a resalable or inspectable condition. Because Gifts Atelier does not offer customer image or text customization, return eligibility is based on the item condition, timing, and the reason for the return rather than custom-made content.
We reserve the right to decline a return if the item does not meet this policy or if the return request is made after the return window has passed.
- Items returned after 30 days from delivery.
- Items that have been used, washed, altered, damaged, or stained after delivery.
- Items missing essential packaging or components needed for return review.
- Items purchased from sources other than Gifts Atelier.
- Items sent back without first contacting us for return instructions.
How to Start a Return
To start a return, please contact our support team at support@giftsatelier.com. We will review your request and provide the next steps if your order is eligible for return.
Please do not send your item back before receiving return instructions. Sending an item without approval may delay processing or make it difficult for us to match the return to your order.
- Email support@giftsatelier.com with your order information.
- Include the item you want to return and the reason for the return.
- Attach clear photos if the item arrived damaged, defective, or incorrect.
- Wait for our return instructions before shipping the item back.
- You may also visit Contact Us for general help and store contact details.
Return Shipping Costs
Return shipping cost is paid by the customer, unless the return is due to an approved damaged, defective, or incorrect item issue. We recommend using a shipping method that provides tracking so you can confirm when the package is delivered back to us.
Gifts Atelier is not responsible for return packages that are lost, delayed, misdelivered, or damaged in transit when shipped by the customer. Please pack your item securely and keep your shipping receipt until your refund has been completed.
- The customer is responsible for return shipping cost for standard eligible returns.
- Use protective packaging for mugs and other fragile items.
- A trackable shipping method is strongly recommended.
- Original shipping charges, including the Standard shipping fee of $6.50, may not be refundable unless required by the circumstances of an approved issue.
Refund Process & Timing
After we receive your approved return, we will inspect the item to confirm that it meets the return requirements. If approved, your refund will be processed within 7 business days after we receive the return.
Refunds are generally issued back to the original payment method used at checkout. Once we process the refund, your bank or payment provider may take additional time to post the credit to your account.
- Refund processing begins after the returned item is received and inspected.
- Refunds are processed within 7 business days after we receive the return.
- The refund will typically be sent to the original payment method.
- Shipping fees may be excluded from the refund unless the return is due to our error or an approved item issue.
Exchanges
If you would like a different item, mug size, or tote bag option, please contact us at support@giftsatelier.com so we can advise on the best available solution. Gifts Atelier offers mugs in available sizes and tote bags, and product availability may vary at the time your exchange request is reviewed.
In many cases, the fastest way to receive a different item is to place a new order and return the eligible original item for a refund. We will provide guidance based on your specific order and the condition of the item.
- Exchange requests must be made within 30 days from delivery.
- Items must meet the same condition requirements as returns.
- Availability of replacement items is not guaranteed until confirmed.
- If a new order is needed, our standard order processing time is 2–3 business days.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives. If your mug, tote bag, or another item in your order is damaged, defective, or incorrect, contact us as soon as possible at support@giftsatelier.com so we can review the issue and help make it right.
Clear photos help us resolve issues quickly, especially for fragile items such as mugs. Please keep the item and packaging until we finish reviewing your claim, as we may need packaging details to understand what happened during transit.
- Email support@giftsatelier.com with your order information.
- Include photos of the item, packaging, and shipping label when relevant.
- Do not discard the item or packaging until we provide guidance.
- If the issue is approved, we may offer a replacement, refund, or other appropriate resolution based on the situation.
Order Cancellations
If you need to cancel an order, contact us at support@giftsatelier.com as soon as possible. We process orders in 2–3 business days, so cancellation requests are easier to handle before the order moves into fulfillment or dispatch.
Once an order has been processed, packed, or shipped, we may not be able to cancel it. If your order has already shipped, you may still be able to request a return after delivery if the item meets this policy.
- Send cancellation requests as soon as possible after placing the order.
- Include your order details so we can locate your purchase quickly.
- Cancellation is not guaranteed once fulfillment has begun.
- For shipment status, you may refer to Order Tracking.
Late or Missing Refunds
If you have not received a refund after we confirm it has been processed, first check your original payment account. Refund posting times can vary depending on your bank or payment provider.
If you have already checked with your payment provider and still need help, contact us at support@giftsatelier.com. We will review our records and confirm the refund status available to us.
- Confirm that the refund was approved and processed by Gifts Atelier.
- Check the original payment method used for the order.
- Contact your bank or payment provider if the refund is not showing after processing.
- Email support@giftsatelier.com if you still need assistance.
Shipping Context for Returns
Gifts Atelier ships to the United States only using USPS. Our standard order processing time is 2–3 business days, and delivery time after dispatch is 3–7 business days, for an estimated total time of 5–10 business days.
Standard shipping fee is $6.50, and free shipping is available on orders over $90.00. For full delivery details, please review our Shipping Policy.
- Ships to: United States.
- Shipping carriers: USPS.
- Order processing time: 2–3 business days.
- Delivery time after dispatch: 3–7 business days.
- Estimated total time: 5–10 business days.
Product Details and Return Review
Gifts Atelier sells mugs in two available sizes and tote bags. Customers cannot custom upload images or add personalized text to products, so returns are reviewed based on this policy rather than custom personalization approval.
Please review product details carefully before placing an order, including the item type, available size, and design. If you believe you received something different from what you ordered, contact us so we can investigate.
- Mug and tote bag returns must meet the same return condition standards.
- All product sizes are subject to the options shown on the product page at the time of purchase.
- Incorrect item concerns should be reported with photos and order details.
- For broader store terms, please review Terms of Service.
How to Contact Us
If you have questions about a return, refund, damaged item, cancellation, or exchange, our customer support team is here to help. Please contact us before sending any return package so we can provide the correct instructions.
Customer support hours are Monday–Friday, 9:00 AM–17:00 PM ET. You may also review Contact Us, Privacy Policy, Terms of Service, Shipping Policy, and Order Tracking for related information.
- Store name: Gifts Atelier.
- Email: support@giftsatelier.com.
- Business address: 2326 Somersly Pl, Louisville, KY 40245, United States.
- Customer support hours: Monday–Friday, 9:00 AM–17:00 PM ET.