Refund policy
Your Satisfaction Matters
At Atelier Tamago, each piece is handcrafted with care and attention to detail. We value transparency and aim to provide a fair and clear policy for all customers worldwide.
1. Returns Overview (Global Policy)
All eligible items in their original condition may be returned within 14 days of delivery for a refund to the original payment method.
To be eligible, items must be:
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Unworn and unused
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In original condition
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Returned with all original packaging and components
2. EU Right of Withdrawal
For customers located in the European Union, you are entitled to a 14-day withdrawal right under EU Directive 2011/83/EU.
This applies only to non-personalized, non-made-to-order items.
To exercise your withdrawal right, you may contact us at EU Withdrawal Portal
3. How to Initiate a Return
To start your return process, please reach out to us via email at info.atelier.tamago@gmail.com with your return request. We will respond within 24 to 72 hours with our return address for shipping your parcel.
4. Made-to-Order & Craftsmanship Items
Many of our straps are individually handcrafted to order.
Once production has begun, the item becomes a bespoke handcrafted product and is no longer eligible for cancellation or withdrawal once production has begun, in accordance with EU consumer law exemptions for personalized goods.
We begin production shortly after order confirmation to ensure timely delivery of handcrafted pieces.
5. Order Cancellation
Orders may be cancelled under the following conditions:
In-stock / ready-to-ship items may be cancelled within 24 hours, provided the order has not yet been dispatched.
Made-to-order / customized items may be cancelled within 48 hours, or before production has started (whichever comes first).
Once an order has been dispatched or production has begun, cancellation is no longer possible due to the handcrafted nature of our products.
We always do our best to accommodate cancellation requests whenever possible.
6. Natural Leather & Product Standards
Natural Characteristics
Our straps are made from genuine natural leather. Each piece is unique and may show natural variations, including:
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Grain differences
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Minor color variation
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Natural marks or texture irregularities
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Subtle tonal shifts
These are not defects but part of the material’s authenticity.
❗ What is considered a defect
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Manufacturing or structural faults
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Incorrect item shipped
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Damage not consistent with natural leather characteristics
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Stitching or construction issues affecting usability
In such cases, we will offer a suitable solution, including repair, replacement, or return shipping coverage when applicable.
❗ What is not considered a defect
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Natural grain or color variation
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Minor handmade irregularities
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Patina development over time
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Differences caused by lighting or leather cutting sections
7. Return Shipping
Customers are responsible for return shipping costs.
However, if the return is due to a confirmed defect or error on our side, we will cover return shipping costs and ensure a proper resolution.
For international returns, please mark parcels as:
“RETURNED GOODS”
We are not responsible for customs charges on returned items.
8. Refunds
Refunds are processed within 10 working days after receiving the returned item.
Refunds are issued to the original payment method.
Please note:
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Shipping costs are non-refundable
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Processing time may vary depending on payment provider
9. Damages & Issues
Upon receiving your order, please inspect the items carefully. If you find that an item is defective, damaged, or incorrect, contact us immediately. Promptly reporting these issues allows us to evaluate the situation and resolve it effectively. Your satisfaction is important to us, and we are committed to making it right.
10. Exchanges
To quickly get the item you desire, we recommend returning the item you currently have. Once your return is processed and accepted, you can make a separate purchase for the new item. This ensures a smooth exchange experience and allows you to secure your desired product without delay.
