Our Return Policy
At ANCO ATELIER, we approach returns with the same clarity and restraint as our compositions.
If a purchase does not meet your expectations, we will assist you within the framework outlined below.
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Return Window
You may request a return within 14 days from the date of delivery, in accordance with EU consumer protection regulations.
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Eligible Items
Returns are accepted for:
• Fragrances that are unopened and unused, in their original packaging
• Products with intact seals and no signs of use
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Items Not Eligible for Return
Due to the nature of our products, we are unable to accept returns for:
• Opened or used fragrances
• Discovery sets or samples that have been opened
• Sale or promotional items marked as final sale
• Personalized or custom-ordered products
These limitations are in place for hygiene, safety, and product integrity reasons.
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Requesting a Return
To initiate a return:
1. Contact us at office@ancoatelier.com within 14 days of delivery
2. Include your order number and the reason for your request
3. Wait for return authorization and detailed instructions
4. Securely package the item in its original condition
5. Ship the item to the address provided in the authorization
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Return Shipping
• Return shipping costs are the responsibility of the customer, unless the item is defective or an error occurred on our part
• We recommend using a trackable shipping service
Items lost or damaged during return transit cannot be accepted.
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Refunds
Once your return is received and inspected:
• You will receive a confirmation email
• Refunds are processed within 5–7 business days to the original payment method
• Depending on your bank or payment provider, funds may take 5–10 business days to appear in your account
Original shipping costs are non-refundable.
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Exchanges
We do not offer direct exchanges.
If you wish to receive a different product, please return the original item for a refund and place a new order separately.
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Damaged or Defective Items
If your order arrives damaged or defective:
• Contact us immediately at office@ancoatelier.com
• Include photographs clearly showing the issue
In such cases, we will arrange a replacement or a full refund.
Return shipping costs will be covered by ANCO ATELIER.
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EU Consumer Rights
Customers within the European Economic Area have the right to withdraw from a purchase within 14 days, without providing a reason, in accordance with Directive 2011/83/EU.
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Contact
For questions regarding returns or refunds, please contact:
Email: office@ancoatelier.com
Phone: +40728.877.277
Address: Armeneasca 23, Bucharest, Romania
