Refund Policy

Because Atelier Lorelai pieces are handmade in limited quantities and many are personalized specifically for each customer, all sales are final. We do not accept returns, exchanges or refund requests for reasons including a change of mind, incorrect personalization submitted by the customer, or variations inherent to handmade work.

Please review all product details, measurements, colors, names, initials and monogram order carefully before completing your purchase.

Personalized and Made-to-Order Items

Personalized and made-to-order items cannot be returned or exchanged.

Atelier Lorelai creates each personalized piece according to the information entered at checkout. We are not responsible for errors in spelling, initials, monogram order, color selections or other details provided by the customer.

Changes may be requested before production begins, but we cannot guarantee that an order can be modified once it has entered production.

Cancellations

Orders may be canceled only before production has begun.

Because work may begin shortly after an order is placed, cancellation requests are not guaranteed. Please contact hello@atelierlorelai.com as soon as possible if you need to request a cancellation.

If Atelier Lorelai is unable to complete or ship an order within the stated production period, the customer will be notified and given the option to approve the delay or receive a prompt refund for the unshipped merchandise.

Handmade Variations

Each Atelier Lorelai piece is individually made by hand. Minor variations in fabric texture, embroidery placement, shape, dimensions, ribbon drape and finishing are natural characteristics of handmade goods and are not considered defects.

Colors may also appear slightly different depending on lighting, photography and individual screen settings.

Damaged or Incorrect Items

Every order is carefully inspected before shipment. Please contact us within three calendar days of delivery when:

• An item arrives damaged
• You receive an item different from what you ordered
• Atelier Lorelai made an error in the personalization

Email hello@atelierlorelai.com and include:

• Your order number
• A description of the issue
• Clear photographs of the item
• Photographs of the shipping box and packaging when damage occurred during delivery

Please retain the item and all original packaging while the claim is reviewed.

When an item is confirmed to be damaged, incorrect or made with an Atelier Lorelai personalization error, we will determine the appropriate resolution, which may include repair, replacement or refund.

Do not return an item without receiving return instructions from Atelier Lorelai.

Shipping Delays and Missing Packages

Once an order has been accepted by USPS, delivery is handled by the carrier. Delivery estimates are not guaranteed, and weather, holidays and other carrier-related circumstances may cause delays.

Please contact Atelier Lorelai when tracking has not updated for an extended period or a package appears lost. We will assist with a USPS inquiry or claim and determine the appropriate resolution based on the circumstances.

Packages shipped to an address entered incorrectly by the customer are not eligible for replacement or refund unless the package is returned to Atelier Lorelai in its original condition.

Refunds Approved by Atelier Lorelai

When a refund is approved, it will be issued to the original payment method. The time required for the refund to appear is determined by the customer’s bank or payment provider.

Original shipping charges are generally nonrefundable unless the order was incorrect, damaged or otherwise eligible for a refund due to an error by Atelier Lorelai.

Contact

Questions regarding this policy may be directed to:

Atelier Lorelai
A DBA of Jamie Ann Johnson Holdings
hello@atelierlorelai.com