If you find yourself dissatisfied or required to change your purchase in some way, you are entitled to request a refund.

Customers within the European Union have a legal right to withdraw from their purchase within 14 days of delivery without providing a reason.  
Cartier Atelier extends this right with a 60-day return window.

SAVA Amsterdam is able to refund merchandise purchases within 60 days of delivery. In order to be a valid return, the product must be sent back to Carter Atelier in its original package. There must be no signs of use, abuse or misuse of any kind. The ordered product must be returned to us by Certified Mail, and it is imperative to forward the associated Track & Trace information of your return package to info@carter-atelier.com. Carter Atelier also requires customers to include either the original invoice or a note containing their order number, full name, and email address inside the returned package. This information is crucial for expediting the refund process. Failure to provide this documentation may result in delays or complications in processing the return.

Once the product has been deemed an eligible return, Carter Atelier will refund the customer the funding spent on the returned products minus shipping and packaging. We advise you to make every reasonable effort to ensure the delivery of the returned goods. If the refund request is approved, the funds will be distributed to the User within 7 business days of the refund request. Any item deemed unsuitable for resale due to different packaging, misuse, alterations or damage will not be accepted by Carter Atelier and will be returned to the customer. If you wish to exchange the items you purchased for a different size or color, please contact us. You will be required to pay the shipping cost and may be required to pay duties, taxes and other applicable fees during the exchange process, and said exchange depends on the available stock at SAVA Amsterdam. Please note that custom made items cannot be refunded or exchanged as they are made specifically at your request.

Gift Returns

If you are returning an item you have received as a gift, you may return said item in exchange for store credit, which will be credited toward a purchase you can make through the online store within one year of exchange. You will be responsible for paying any additional cost differences, shipping costs or other applicable fees. For any further inquiries about these or any other policies we have, please don’t hesitate to contact us.

Faulty Product & Lifetime Warranty

We are happy to exchange or refund faulty products provided that we are formally informed by e-mail within 60 days of receiving the items. However, the exchange process can take up to 30 days. In the event of a faulty product or shipment, we will cover the shipping costs.

Additionally, Carter Amsterdam offers a Lifetime Warranty, covering manufacturer defects, accidental breaks, and tarnishing due to normal use. Eligible customers can receive a one-time replacement per item under this policy. Please note that the warranty does not cover items that are lost, stolen, damaged on purpose, or misused. For warranty claims, please email info@carter-atelier.com with a photo of the issue and your order number.

Changing your Mind

It is okay to change your mind. We are happy to exchange or refund your order. However, we must be informed within 60 days of receiving your items. If you are willing to return or exchange some of your items please send them to the following warehouse address. For correspondence, please use info@carter-atelier.com.

Please note that for returns or refunds, the shipping costs will be covered by the buyer. The buyer must use registered / trackable shipping services and inform Carter Atelier with the tracking number.