Shipping, Returns and Cooling-Off Policy
Processing Times
Each Jos Atelier piece is handcrafted with care and attention to detail.
- Ready-to-ship items are typically dispatched within 2–5 business days.
- Made-to-order and bespoke pieces may require additional production time. Estimated production times will be communicated at the time of purchase.
- Orders are processed Monday to Friday, excluding public holidays.
Shipping Destinations
We currently ship worldwide. Shipping varies according to location. For World-wide shipping part of the shipping cost is covered by Jos Atelier as a sign of gratitude and shipping takes place via DHL+
Shipping times may vary depending on destination, customs procedures, and courier services.
Delivery
Once your order has been dispatched, you will receive a confirmation email containing tracking information where available.
While we endeavour to ensure timely delivery, Jos Atelier cannot be held responsible for delays caused by couriers, customs clearance, adverse weather conditions, or circumstances beyond our control.
Customs & Import Duties
For international orders, any customs duties, import taxes, or local charges imposed by the destination country are the responsibility of the customer.
Returns & Exchanges
We hope you love your purchase. However, if you are not completely satisfied, you may request a return in accordance with the policy below.
Eligibility for Returns
Items may be returned provided they:
- Are returned within 14 days of delivery.
- Have not been worn, used, altered, or damaged.
- Are returned in their original packaging.
- Include any certificates of authenticity supplied with the item.
Jos Atelier reserves the right to refuse returns that do not meet these conditions.
Non-Returnable Items
Due to the nature of Bespoke and personalised jewellery, the following items cannot be returned unless faulty:
- Bespoke or custom-made jewellery.
- Personalised or engraved items.
- Made-to-order items created specifically to customer requirements.
These exclusions are in accordance with applicable consumer protection regulations.
Return Shipping
Customers are responsible for the cost of returning items unless the item is faulty or incorrectly supplied.
We recommend using a tracked and insured shipping service, as Jos Atelier cannot be held responsible for items lost during return transit.
Refunds
Once the returned item has been received and inspected, any approved refund will be processed using the original payment method.
Refunds are typically issued within 14 days of receiving the returned item.
Original shipping charges are non-refundable unless the return is due to a fault or error on our part.
Right of Withdrawal (14-Day Cooling-Off Period)
If you are purchasing as a consumer within the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party nominated by you (other than the carrier), receive physical possession of the goods.
To exercise your right of withdrawal, you must notify us of your decision by means of a clear statement through our contact form. Returning goods without informing us of your decision to withdraw is not sufficient.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the 14-day period has expired.
Effects of Withdrawal
If you withdraw from your purchase, we will reimburse all payments received from you, including the cost of standard delivery.
Refunds will be made using the same payment method used for the original transaction unless expressly agreed otherwise.
We may withhold reimbursement until we have received the returned goods or you have supplied evidence of having sent back the goods, whichever occurs first.
You must return the goods without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw from the contract.
The deadline is met if you send back the goods before the 14-day period has expired.
Return Shipping Costs
Unless the item is faulty, damaged, or incorrectly supplied, you will be responsible for the direct cost of returning the goods.
We recommend using a tracked and insured delivery service, as Jos Atelier cannot accept responsibility for items lost during return transit.
Exceptions to the Right of Withdrawal
In accordance with applicable EU consumer protection legislation, the right of withdrawal does not apply to:
- Custom-made or bespoke jewellery created to customer specifications.
- Personalised or engraved jewellery.
- Items specially commissioned or modified at the customer's request.
- Sealed goods that are not suitable for return for health or hygiene reasons once unsealed.
- Any other products exempted by applicable consumer legislation.
As many Jos Atelier creations are bespoke, personalised, or made-to-order, these pieces are generally exempt from the statutory right of withdrawal once production has commenced.
Condition of Returned Goods
You may inspect the goods in the same manner that would be possible in a physical retail environment. However, you are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Returned items should be sent back with their original packaging and any accompanying certificates of authenticity where provided.
Faulty or Damaged Items
If your order arrives damaged or you believe there is a manufacturing fault, please contact us within 48 hours of delivery and provide photographs where possible.
Where a fault is confirmed, Jos Atelier will arrange an appropriate remedy, which may include:
- Repair
- Replacement
- Refund
depending on the circumstances.
Contact Us
If you have any questions regarding shipping, returns, or your order, please contact us and we will be happy to assist.
Jos Atelier