FAQ
Frequently Asked Questions
Find answers to common questions about shopping at Atelier Opulence, delivery, sizing, returns and exchanges.
Orders & Payments
How do I place an order?
Choose your preferred product, size and colour, then add it to your basket. Follow the checkout steps to enter your delivery details and complete payment. Please check your order carefully before confirming.
Which payment methods do you accept?
The available payment methods are displayed at checkout. For UK customers, prices are displayed in pounds sterling (£).
Will I receive an order confirmation?
Once your order has been placed successfully, you will receive a confirmation email. If it does not appear in your inbox, please check your spam or junk folder before contacting us.
Can I change or cancel my order?
Email help@atelieropulence.com as soon as possible, including your order number and the change you would like to make. We will check whether your order can still be updated before dispatch.
If it has already been dispatched, you can still exercise any applicable cancellation and return rights.
Delivery & Tracking
Do you deliver to the United Kingdom?
Yes. Available delivery options and any restrictions for your address are shown at checkout.
How much does delivery cost?
We offer free standard delivery on eligible UK orders over £34.90. Any applicable delivery charge is displayed at checkout before you pay.
How long will my order take to arrive?
Please check our Shipping Policy and any delivery estimate shown at checkout. Order processing and delivery transit are separate stages, so please allow for both when reviewing the estimated arrival time.
How can I track my order?
Once your order has been dispatched, you will receive an email with tracking information. You can also visit the Order Tracking page on our website.
What if my tracking has not updated or my order is late?
Tracking updates may take some time to appear after dispatch. If your parcel appears delayed or has passed its estimated delivery window, contact help@atelieropulence.com with your order number so we can investigate.
What if my parcel is marked as delivered but I cannot find it?
Check with other members of your household and any delivery location you authorised. If you still cannot locate your parcel, contact us so we can investigate with the carrier.
Products & Sizing
How do I choose the right size?
Check the size guide on the relevant product page and compare the measurements with a similar item you already own. Fit can vary between products, so please use each product’s measurements rather than assuming the same size will fit across our collection.
If you need help, email us before ordering.
How should I care for my purchase?
Follow the care label and any instructions provided with your item. Care requirements vary depending on the product and its materials.
Returns, Exchanges & Refunds
Can I return my order?
Yes. You can request a return within 30 days of receiving your order, subject to our Returns & Refund Policy.
For our voluntary return period beyond your statutory cancellation rights, items must be unused, unwashed and in their original condition, with any supplied tags and accessories.
Your statutory rights remain unaffected. Reasonable handling to inspect an item or try it on does not automatically remove your legal cancellation rights.
How do I request a return?
Use the return form linked in our Returns & Refund Policy, or email help@atelieropulence.com with your order number and the items you wish to return.
We will provide the relevant return instructions and address. You do not have to use our form to exercise your statutory cancellation rights.
Are returns and exchanges free?
For a change of mind, size or colour preference, you are responsible for return postage.
Exchanges do not include free shipping: you are responsible for return postage and the cost of sending the replacement item. We will confirm the applicable shipping costs before proceeding.
If an item is faulty, damaged on arrival or incorrect, we will cover the necessary return or replacement delivery costs where required by law.
Can I exchange an item for another size or colour?
Yes, subject to availability and the conditions in our Returns & Refund Policy. Contact us with your order number and the size or colour you would prefer.
What if my item is faulty, damaged or incorrect?
Please contact us as soon as possible with your order number and a description of the issue. Clear photographs can help us assess the problem.
We will arrange an appropriate remedy in accordance with your consumer rights. Your rights are not limited by a 48-hour reporting deadline.
When will I receive my refund?
For statutory cancellations, we will issue your refund within 14 calendar days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.
For returns under our additional voluntary return period, refunds are processed within 14 calendar days of receiving the returned item, subject to the applicable return conditions.
Refunds are made to your original payment method unless otherwise agreed. Your payment provider may take additional time to display the funds.
Are original delivery charges refunded?
For a statutory cancellation of your entire order, we refund the standard outbound delivery charge where required by law. Any extra amount paid for an upgraded delivery service is generally not refundable.
Other returns are handled according to our Returns & Refund Policy.
Contact Us
How can I contact Atelier Opulence?
Email help@atelieropulence.com and include your order number if your enquiry concerns a purchase.
Our customer service team is available Monday to Friday. We aim to respond within 24–48 business hours.
Who operates Atelier Opulence?
Atelier Opulence is operated by Opulent Digital LLC, a company registered in New Mexico, United States.
Our business address is:
1209 Mountain Road Pl NE, Ste R
Albuquerque, NM 87110
United States
This is our business address. Please contact us for the correct return address before sending an item back.