Return Policy

At Atelier Lou we want you to be satisfied with your purchase. If for any reason you are not satisfied, you may be able to return your items for store credit. Please read through the following information carefully before attempting to return or exchange your product. If you do not comply with store policies, we may not be able to process your return or exchange.

Returning Your Purchase

You may return the product to us in-store or return to us by mail at your own expense.
We request that you send us the merchandise by registered post and that you purchase insurance with your carrier for the value of the merchandise. If you elect not to purchase insurance, you are liable for any and all damages. We are not responsible for returns that do not have tracking/delivery confirmation showing that the package was received in our store. Please pack returns in original outer box or another sturdy shipping box with appropriate packing materials to ensure the product arrives to our store in good condition.
Please send all returns to: Atelier Lou
Atelier Lou Bijouterie
4916 rue Sherbrooke Ouest
Westmount, QC H3Z 1H3
(514) 506-8174

Return Conditions

You have 15 days to return an item once it has been received. Items must be returned unused, in their original packaging, and in a saleable state to be accepted for return. Special orders, personalized or custom pieces are not eligible for returns.

Exchanges

All of our items are carefully hand-inspected by our team to ensure they are free of defects; however, in the unlikely event that we have missed something, you will be able to exchange your defective product within 30 days of receipt. Since many of our pieces are one-of-a-kind and may be difficult to replace with an exact match, you may elect to receive in-store credit in an equal amount to your original purchase to spend at our store. Custom jewellery and personalized items are not included in our exchange policy. Gemstones, including diamonds, are not covered by this policy and are sold as-is. Any damages not due to manufacturing defects are not eligible for return or exchange.

Gift Returns

Gift returns are eligible for exchange and in-store credit only. Please return items in original packaging. Any gift that shows signs of use or wear will not be accepted for exchange.

Order Cancellations and Amendments

We make an effort to process and ship your orders within 24-48 hours; therefore, we cannot accept any modifications to an order once it has been placed. If you need to return an order for any reason, please return it to us within 15 days following our return policy protocol, and we will refund your purchase. If you have made a mistake on a personalized or custom piece, please contact us as soon as possible.

Personalized Items

Personlized items, special orders and custom jewellery are not eligible for return or exchange. If you are unsatisfied with your purchase, please contact us at:
Atelier Lou
Atelier Lou Bijouterie
4916 rue Sherbrooke Ouest
Westmount, QC H3Z 1H3
(514) 506-8174

Custom and Special Order Items

Due to the special nature of custom and special order items, these products are not eligible for returns or refunds. Any product that has been built or altered at your request (including ring re-sizing and diamond upgrades) falls under this category and as such is not eligible for exchange.

If you have questions , please don't hesitate to contact us at:
Atelier Lou
Atelier Lou Bijouterie
4916 rue Sherbrooke Ouest
Westmount, QC H3Z 1H3
(514) 506-8174

Atelier Lou wants to ensure you are happy with your purchase, and we would be happy to work with you to address any concerns you may have or provide more information about our policies should questions arise.