Refund policy

We understand that ordering a dress for a special occasion is a significant decision, and our cancellation and return policy has been designed with this in mind. It's important to note that our dresses are made specifically for each order, and once the tailoring process has started, the materials cannot be reused. 

CANCELLATION POLICY 

You cannot cancel an order after payment has been made. However, if you want to cancel before submitting payment, you can do so by sending an email to info@myatelier.com.co. Orders cancelled by you after payment confirmation will not be eligible for a refund. M.Y. ATELIER reserves the right to cancel an order if exceptional circumstances arise that prevent us from delivering the product as agreed. In this case, we will notify you by email and provide a full refund. However, we will not be liable for any damages or costs that may arise from the cancellation. 

RETURN POLICY

Your satisfaction is our highest priority. When you receive your package, please check the dress to ensure it has been made according to your specifications. Try on the dress without making any alterations, washing it, or removing the tags as soon as possible. If you change your mind about your purchase, you have the right to return the product within 72 hours of receiving the wedding dress (some exclusions apply). To initiate a return, you must notify us within this timeframe. All sales are final if a return authorization has not been requested within 72 hours of delivery, and unauthorized returns will be refused. Please note that all shipping, handling, rush production charges are non-refundable. A restocking fee of $250 per dress will be applied to all authorized returns. Once you receive return authorization, you have 72 hours to ship the dress back to us. If you have any questions or concerns about your order, please consult our FAQ section on our website or contact us at info@myatelier.com.co. All complaints must be addressed within 72 hours of receiving the wedding dress. To be eligible for a refund, the returned product must be unworn, unused, and in perfect condition, with all accessories, labels, tags, and/or designer garment tags still attached. The product must be returned in its original packaging. Any used, damaged, soiled, or returned products without original labels and tags cannot be accepted. You are responsible for all costs associated with the return of the product, as well as any damage that occurs during transit. Once we receive the returned product in perfect condition, we will issue a refund for the amount paid, excluding the $250 restocking fee, shipping, handling, and rush production fees. Please note that we will only provide a refund after we have received the returned product. Credit card payments will be refunded to the original credit card. To initiate the return process, please contact us by sending an email to  info@myatelier.com.co  . 

Items that cannot be returned or exchanged include bridal robes, lingerie and accessories. Additionally, dresses that have been custom-sized or tailored specifically for you cannot be returned. Sale and sample sale dresses are also non-returnable. Likewise, purchases made using any type of coupon code that offers a discount cannot be returned or exchanged.

DEFECTIVE/DAMAGED MERCHANDISE 

If you receive a damaged or defective product, please inform us within 3 days by sending an email to  info@myatelier.com.co .of receiving the product, and we will work to resolve the issue. 

REFUSED DELIVERY 

For undelivered packages or refused deliveries, refunds for the product cost and shipping cost are non-refundable. This includes packages returned to us due to non-existent addresses, situations where the shipping company marks the package undeliverable, or packages detained or confiscated by your country's customs and import office due to unpaid duty and tax. Only orders that comply with our Return & Exchange policy will be eligible for a return or exchange.

Lingerie Returns & Exchange Policy

As M.Y. Atelier sells ladies undergarments and intimates, we are obliged to operate under a strict no returns or exchange policy in accordance with the global retail industry health and safety standards.

To ensure that you have selected the correct size, please refer to our sizing guide, or contact us for help in choosing your perfect fit!

If you received your product in a damaged or unacceptable condition, you may be eligible for a full refund at the sole discretion of M.Y. Atelier. Please get in touch with us within 3 days by sending an email to  info@myatelier.com.co to proceed with the evaluation of your order.