Refund Policy

RETURN & REFUND POLICY

Order Confirmation & Acceptance

By placing an order with Victoria Whitmore Atelier, you confirm that you have read, understood, and accepted this Return & Refund Policy.

When you complete checkout, you agree that:

  • You have reviewed our return requirements and deadlines.

  • You will follow the return steps described below.

  • If a payment dispute or chargeback is opened, this policy—together with order details and all related communication—may be used as evidence to support our response.

RETURNS (30 DAYS)

If you’re not happy with your purchase, you may request a return for eligible items within 30 days of confirmed delivery, as long as the conditions below are met.

Return Eligibility

To qualify for a return:

  • The item must be unused, unworn, and unwashed.

  • The item must be returned in original condition and, where applicable, original packaging.

  • Only standard inspection/handling (as you would in a fitting) may have occurred.

  • Return shipping and handling costs are the customer’s responsibility.

Once we receive your return, we aim to review and process it within 7 business days. We may decline a return if we find signs of heavy use, improper handling, abnormal wear, or damage not caused by us.

HOW TO START A RETURN

To request a return, please:

  1. Email info@victoriawhitmoreatelier.com within 30 days of delivery.

  2. Include the following information in your message:

    • Order number

    • Reason for return

    • Clear photos of the item (required if the item is damaged or defective)

    • Your full name and shipping address

  3. Wait for our written return instructions before sending anything.

Important: Do not ship returns to any address shown on the package label or “sender” address unless we confirm it in writing. Packages sent without authorization may be refused.

We strongly recommend using a tracked shipping service and keeping proof of postage until your return is completed.

DAMAGED OR DEFECTIVE ITEMS

If your item arrives damaged or defective, contact us within 48 hours (2 days) of delivery at info@victoriawhitmoreatelier.com and provide:

  • Order number

  • A short description of the problem

  • Clear photos (or a brief video) showing the issue

After verification:

  • We may offer a replacement (subject to stock and the type of issue), or

  • In some situations, we may resolve the issue without requiring a return.

Replacements for verified defective items are typically handled within 7–14 business days.

LOST, UNDELIVERED, OR UNCLAIMED PACKAGES

If your parcel appears lost in transit:

Email our support team with your order number and tracking information. We will help coordinate with the courier and, if the package is confirmed lost, we will arrange a replacement or refund as appropriate.

If a package is refused, unclaimed, or returned due to address issues:

If a parcel is refused at delivery, not collected, or returned because the address provided was incorrect/incomplete, a $35 CAD fee will be deducted from any refund to cover processing and shipping-related costs.

CANCELLATIONS & WITHDRAWAL

You may request to cancel/withdraw your purchase within 30 days of receipt, in line with applicable consumer rights.

Because our fulfillment process is automated, we usually cannot stop an order once it has shipped. If your order has already been dispatched, you can still return it after delivery by following the return steps above.

To request a cancellation before shipment, email info@victoriawhitmoreatelier.com with a clear cancellation/withdrawal request.
Return shipping costs remain the customer’s responsibility.

CHARGEBACKS & DISPUTES

If something isn’t right with your order, please contact us first—we aim to resolve issues quickly and fairly.

If a chargeback or payment dispute is filed, we may submit supporting records to the payment provider/bank, which can include:

  • Order confirmation and checkout details

  • Tracking and delivery information

  • Customer support emails and any submitted photos/videos

Filing a chargeback without contacting us first may slow the resolution process and may affect eligibility for future purchases.

ADDITIONAL INFORMATION

  • Returns are sent to our central warehouse in Asia and are paid by the customer.

  • We are not responsible for shipping delays, carrier disruptions, or customs processing times.

  • For hygiene-sensitive products, items returned in an unsanitary or used condition cannot be accepted.

  • Returns are not free—shipping and handling fees apply.

CONTACT

For any questions about returns, refunds, or this policy, contact our Customer Support Team:
info@victoriawhitmoreatelier.com