Shipping & Returns
Last update: [15/09/2025]
Holder: Atelier COSTÀ LLC (“Atelier COSTÀ”, “we”)
Returns email (RMA): info@ateliercosta.com (subject: RETURN + order number)
0) Scope
This policy applies to orders placed on ateliercosta.com. The site mainly serves professional buyers (B2B), but also sells to consumers (B2C). Conditions vary depending on whether you are B2B or B2C.
1) Custom / made-to-order orders — Strict policy
Any product manufactured especially for you (choice of materials, colors, branding/logo, sizes, measurements, or agreed technical specifications) is considered a custom order.
Before production, we will send you final approval (technical sheet, mockup/photos and/or sample).
After your email “OK TO PRODUCE” and once production has started, cancellations, returns, exchanges, or refunds are not accepted, whether total or partial, including deposits.
This limitation is consistent with consumer regulations: customized items have no right of withdrawal.
Sole exception: if the final product does not match the approved specifications (for example, wrong logo, color/material different from the approved one, or measurements outside reasonable artisanal tolerances), Atelier COSTÀ, at its choice, will repair, replace, or refund proportionally.
Indicative artisanal tolerances: color/tone ±1–2 levels; size/fit adjustments ±5%; natural variations of leather/fabric and finishes inherent to the handmade process.
This does not limit your legal rights regarding manufacturing defects or lack of conformity.
2) B2C sales (consumers)
2.1 Right of withdrawal (distance purchases)
You can withdraw within 14 calendar days from receipt, without giving any reason.
How to exercise: write to info@ateliercosta.com indicating your order number and the items to return.
Legal exceptions (no withdrawal):
Personalized or made-to-order products (see Section 1).
Items with hygiene seals unsealed when required by regulations.
Condition of the item: return it in new, unused condition, with packaging/tags. You may try the shoes on a clean surface/carpet. We may apply a reduction if there is wear from handling beyond what is necessary to verify their nature and characteristics.
Return cost: unless due to defect or our error, the cost of return is your responsibility (we will inform you of the cost before starting the return if applicable).
Refund: within 14 days from when we receive the product or proof of shipment (we may withhold the refund until receipt). We refund the price paid and, if applicable, the initial standard shipping (not express/extra services you selected).
2.2 Size exchanges (optional)
If stock is available, we can manage a size exchange; if not, a refund will be applied as per 2.1.
2.3 Damaged or defective product (B2C)
Transport damage: notify within 48h of delivery with photos of packaging and product.
Manufacturing defects / lack of conformity: contact us with photos and order number. According to applicable law, we will proceed with repair or replacement; if not possible, price reduction or termination with refund.
3) B2B sales (professionals)
3.1 Claims and deadlines
Transport damage: written notice within 48h of delivery, with photos of packaging and product.
Manufacturing non-conformities: report within 14 calendar days of delivery to activate RMA.
Returns for change of mind or on customized products are not accepted (see Section 1).
3.2 Costs and resolution (B2B)
Unless a defect is confirmed, return and reshipment costs are borne by the buyer.
If we confirm a defect, at our choice: repair, replacement, or proportional refund.
4) Condition of the product for return (B2B and B2C)
Must be unused, clean, without marks on the sole, and with original packaging/tags.
We do not accept COD (cash on delivery) shipments.
Do not send the return without RMA number or prior email authorization.
5) Return procedure (step by step)
Request RMA: write to info@ateliercosta.com with order number, reason, photos (defects/damage), and packaging condition.
Receive instructions: we will confirm return address and, if applicable, label.
Pack: use the original box and an outer box to avoid damage.
Send & keep proof/tracking.
Verification and resolution: upon receipt, we check condition and inform you of the solution (exchange, repair, or refund).
6) International returns and customs
If returning from another country, declare the shipment as “merchandise return” to avoid import duties on arrival. Taxes/duties generated by a wrongly declared return may be deducted from the refund.
7) Countries or campaigns with free returns
When we indicate “free return” on the product page or in specific campaigns, those particular conditions will apply (deadline, channel, and coverage).
8) Processing times
RMA registration: 1–3 business days from your request.
Review after receipt: 2–7 business days.
Refund (if applicable): up to 14 days from receipt or proof of shipment (we may withhold until we receive the items).
9) Contact
Any questions about this policy or your return: info@ateliercosta.com