Return & Refund Policy
Last updated: 25 August 2026
At Amber Atelier Vlad, we want you to be completely happy with your purchase. This Return & Refund Policy explains your rights when purchasing from our online store and how to arrange a return or refund.
Our business is based in Edinburgh, Scotland, United Kingdom, and orders are dispatched from the United Kingdom.
1. Your Right to Cancel
UK Customers
If you are a consumer in the UK, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you generally have the right to cancel your online order within 14 days from the day after you receive your goods, without giving a reason.
After notifying us that you wish to cancel, you normally have a further 14 days to send the goods back to us.
You will receive a refund within the timeframe required by UK law. We may wait until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.
EU Customers
If you are a consumer in the European Union, you may have a 14-day statutory right of withdrawal for distance purchases under applicable EU consumer protection legislation.
Nothing in this policy is intended to limit any mandatory rights you have under the consumer protection laws of your country.
Customers in Other Countries
For customers outside the UK and EU, we accept returns in accordance with this policy and any mandatory consumer rights applicable in the customer’s country.
Where local law provides you with rights that are more favourable than this policy, those mandatory legal rights will apply.
2. Items That Can Be Returned
To be eligible for a return, the item should be:
- Unworn and unused
- In its original condition
- Returned with its original packaging, where reasonably possible
- Returned with any tags or labels that were supplied with the item
- Accompanied by your order number or other proof of purchase
You are responsible for taking reasonable care of the goods while they are in your possession.
If the value of the goods has been reduced because they were handled beyond what is necessary to establish their nature, characteristics and functioning, we may be entitled to make a deduction from the refund where permitted by law.
3. Items That Cannot Normally Be Returned
Some products may be excluded from the statutory right to cancel where an applicable legal exception applies.
This may include:
- Personalised or specially made-to-order items
- Items made specifically to your individual specifications
- Certain sealed goods that are not suitable for return for health or hygiene reasons once unsealed, where applicable
Sale or discounted items are not automatically excluded from your statutory cancellation rights. If a sale item is otherwise eligible for return, the same statutory rights apply.
If an item is faulty, damaged or not as described, your statutory consumer rights remain unaffected.
4. How to Request a Return
To request a return or exercise your cancellation right:
Email: amber.atelier.vlad@gmail.com
Please include:
- Your full name
- Order number
- The item you wish to return
- The reason for the return, if you wish to provide one
For UK statutory cancellations, you do not have to provide a reason.
We will provide you with the return instructions and return address.
Please do not send an item to an address other than the return address provided by us.
5. Return Shipping Costs
Unless the item is faulty, damaged, incorrectly supplied or not as described, you are normally responsible for the direct cost of returning the goods when exercising your right to cancel.
If the item is faulty, damaged, incorrectly supplied or not as described, please contact us before returning it. We will arrange an appropriate remedy and, where required by law, cover the reasonable return shipping costs.
For international returns, please contact us before posting the package so that we can provide the correct return instructions.
6. Refunds
Once your return is received and checked, we will process your refund.
Refunds will normally be made using the same payment method used for the original purchase, unless we agree otherwise with you.
For UK statutory cancellations:
- We will refund the price paid for the goods.
- We will normally also refund the standard outbound delivery charge you paid for the original order.
- We are not required to refund any additional amount paid for an upgraded or premium delivery service above the cost of our least expensive standard delivery option.
- The refund will be made within the period required by applicable law.
For returns that are not statutory cancellations, the refund terms will depend on the circumstances of the return and applicable law.
7. Faulty, Damaged or Incorrect Items
If your item arrives damaged, defective, faulty or is not the item you ordered, please contact us as soon as possible.
Please email:
If possible, include photographs showing:
- The item
- The packaging
- The damage or defect
- Your order number
We will assess the issue and offer an appropriate remedy, which may include a repair, replacement or refund, depending on the circumstances and your statutory consumer rights.
You are not required to accept a defective product simply because the normal return period has expired. Your statutory rights regarding faulty or misdescribed goods remain applicable.
8. Exchanges
If you would like to exchange an item for another size or another available item, please contact us at:
Exchanges are subject to availability.
Unless the item is faulty, damaged or incorrectly supplied, the customer is normally responsible for the cost of returning the original item and any applicable delivery cost for the replacement.
For personalised or specially made items, exchanges may not be possible unless the item is faulty or otherwise covered by your statutory rights.
9. International Returns and Customs
For international orders, return procedures may vary depending on the destination country.
If you are returning an item from outside the United Kingdom, please contact us before shipping the parcel so that we can provide the appropriate return instructions.
The customer is generally responsible for any customs declarations, duties, taxes or other charges arising from an international return where those charges are legally payable by the customer.
When returning goods internationally, please complete customs documentation accurately and indicate that the parcel contains returned goods where appropriate.
We cannot guarantee that customs authorities will waive import duties or taxes.
10. Return Address
Returns must be sent to the return address provided by Amber Atelier Vlad after your return request has been accepted or your cancellation has been notified.
For security and tracking purposes, we recommend using a tracked postal service and keeping proof of postage.
11. Contact Us
For questions about returns, refunds or exchanges, please contact:
Natalia Kondratiuk
Amber Atelier Vlad
Edinburgh, Scotland, United Kingdom
Email: amber.atelier.vlad@gmail.com
We aim to respond to return and refund enquiries as soon as reasonably possible.
12. Your Statutory Rights
Nothing in this Return & Refund Policy affects or limits your statutory rights as a consumer.
If the law in your country gives you rights that cannot legally be excluded or restricted by a business, those rights will continue to apply.
This policy is intended to explain our returns procedure and does not replace your statutory consumer protection rights.