Refund policy

Returns & refunds — Creo Fleur Atelier

Creo Fleur Atelier operates a strict, transparent returns policy. Cash refunds are issued only for items that arrive defective, damaged in transit, or materially non-conforming to their product description. All other eligible returns are resolved by exchange or store credit. The authoritative version of this policy is in our Terms of Service, Section 7; this page summarises.

Made-to-order pieces — all sales final

The majority of our catalogue — silks, reversible bombers, dresses, cushions, accessories printed-to-order — is non-returnable, non-exchangeable, and non-refundable once production has begun. Production begins at order confirmation.

To cancel or adjust a made-to-order piece, email returns@creofleuratelier.com within 24 hours of placing the order. The only exception is defective, damaged, or non-conforming pieces, which are always covered (see below).

In-stock pieces — exchange or store credit

In-stock / ready-to-ship pieces (clearly marked on the product page) may be returned within 30 days of delivery for exchange or store credit, subject to the following:

  • Returned within 30 days of delivery
  • Unused, unworn, unwashed condition
  • Original packaging and tags intact
  • Resolved as exchange for a different size, colour, or piece of equal value, OR store credit valid 12 months from issue

No cash refunds are issued under this category.

Cash refunds — defective, damaged, or non-conforming pieces only

Refunds to the original payment method are issued only in the following situations:

  • Piece arrives defective
  • Piece is damaged in transit
  • Piece materially does not conform to its product page description
  • Claim made within 7 days of delivery with photographs

The customer may choose: refund, replacement, or store credit. We will assess the claim and resolve at no additional cost to you.

Slight natural variation in print placement, dye saturation, and hem dimension is inherent to single-piece production and is not considered a defect.

How to initiate a return

  1. Email returns@creofleuratelier.com with your order number, photographs (for defect or damage claims), and the resolution you are requesting (exchange, store credit, or — only for defective pieces — refund).
  2. Wait for written return authorisation before shipping anything back. Unauthorised returns may be refused.
  3. Pack the item securely in its original packaging.
  4. Ship the item using a trackable shipping method.

Processing: Once we receive and inspect your return, exchanges and store credit are issued within 3–5 business days. Cash refunds (defective items only) are processed within 5–7 business days to the original payment method.

Damaged or defective items

If your piece arrives damaged, defective, or materially non-conforming to its product description, email us within 7 days of delivery at returns@creofleuratelier.com with your order number and photographs. We will assess the claim and resolve it by your choice of replacement, store credit, or full refund to the original payment method, at no additional cost to you. This is the only category in which we issue cash refunds.

Exchanges

For eligible in-stock pieces, we offer exchanges for a different size or colour (subject to availability) or, alternatively, store credit valid for 12 months. Contact returns@creofleuratelier.com. Exchange shipping is complimentary for domestic orders. Made-to-order pieces are not eligible for exchange.

Contact

Creo Fleur Atelier · 50 Harrison Street, Hoboken NJ 07030, United States · returns@creofleuratelier.com