Refund policy
Return Policy
Last Updated: September 9, 2026
At Hues Atelier, we want customers to be satisfied with their purchase. This Return Policy explains when an item may be returned, which products are excluded, how refunds are handled, and what to do if an order arrives damaged, defective, or incorrect.
Return Window
Eligible items may be returned within 30 days of delivery.
For local pickup orders, the 30-day return period begins on the date the order is collected by the customer or an authorized representative.
Return requests submitted after the applicable return window may not be accepted.
Return Eligibility
To qualify for a standard return, the item must generally be:
- unused;
- unworn;
- unwashed;
- unaltered;
- in the same condition in which it was received;
- with original tags attached, where applicable;
- in its original packaging, where applicable; and
- accompanied by valid proof of purchase.
Hues Atelier reserves the right to refuse a return where an item shows signs of wear, washing, damage, alteration, misuse, or handling beyond what is reasonably necessary to inspect it.
How to Start a Return
Before sending any item back, customers must contact Hues Atelier at:
Please include:
- your full name;
- order number;
- item you wish to return;
- reason for the return; and
- photographs where the request relates to damage, defects, or an incorrect item.
If the return is approved, we will provide instructions explaining how and where the item should be returned.
Items sent back without first contacting Hues Atelier and receiving return authorization may not be accepted.
Return Address
Approved returns may be directed to:
Hues Atelier
5300 W Jefferson St
Philadelphia, PA 19131
United States
Customers should not send returns to this address without first receiving return approval and instructions.
Return Shipping Costs
For standard returns based on preference, fit, change of mind, or another customer-related reason, the customer is responsible for return shipping costs.
If the return is caused by an error on the part of Hues Atelier, such as:
- receiving the wrong item;
- receiving a damaged item;
- receiving a defective item; or
- receiving an item that materially differs from the order,
Hues Atelier will provide appropriate instructions and may provide or reimburse return shipping where applicable.
Original shipping charges are generally non-refundable unless the return results from an error by Hues Atelier.
Damaged, Defective, or Incorrect Items
Customers should inspect their order as soon as it is received.
If an item arrives damaged, defective, or incorrect, contact us within 7 days of delivery or pickup.
Please provide:
- your order number;
- a description of the issue;
- clear photographs of the affected item;
- photographs of the packaging where relevant; and
- any other information reasonably requested to assess the issue.
Once reviewed, Hues Atelier may offer an appropriate resolution, which may include:
- replacement;
- repair;
- exchange;
- store credit;
- partial refund; or
- full refund.
The appropriate remedy will depend on the circumstances and availability of the product.
Non-Returnable Items
The following products are generally not eligible for standard returns:
- custom or personalized products;
- commissioned pieces;
- made-to-order items;
- products altered or modified at the customer's request;
- final-sale items;
- clearance items marked final sale;
- gift cards;
- items that have been worn, washed, used, damaged, or altered after delivery;
- items missing original packaging or tags where those are required for resale.
These exclusions do not prevent customers from contacting Hues Atelier where an item arrives damaged, defective, or incorrect.
Custom, Personalized, and Commissioned Orders
Custom, personalized, commissioned, and made-to-order items are created specifically for the customer and are therefore final sale once production has begun.
These items are normally eligible for replacement, repair, or refund only where they arrive:
- damaged;
- defective;
- incorrect; or
- materially different from the agreed specifications.
Minor variations that naturally result from handmade production, fabric characteristics, dye lots, screen displays, finishing techniques, or handcrafted construction will not automatically be treated as defects.
Preorder Items
Where Hues Atelier offers preorder products, the estimated release or fulfillment timeframe will be shown on the relevant product page or communicated to the customer.
Preorder items may be cancelled before production or fulfillment begins where reasonably possible.
Once the preorder enters production, allocation, customization, or fulfillment, it may become final sale.
If Hues Atelier is unable to fulfill a preorder, the customer will be offered an appropriate remedy, which may include a refund to the original payment method.
Sale and Final-Sale Items
Items specifically marked Final Sale are not eligible for return or exchange unless they arrive damaged, defective, or incorrect.
A discounted price alone does not necessarily make an item final sale unless this is stated on the product page, during checkout, or in the applicable promotion.
Exchanges
Hues Atelier does not guarantee direct exchanges for all products.
The simplest exchange process is generally to:
- request and receive approval for the return of the original eligible item;
- return the item according to the provided instructions; and
- place a new order for the replacement product.
For damaged, defective, or incorrect items, please contact us before placing another order so we can determine the most appropriate solution.
Availability of replacement items cannot be guaranteed.
Order Cancellations
If you need to cancel an order, contact Hues Atelier as soon as possible at:
We will make reasonable efforts to cancel orders that have not yet entered processing, production, customization, or shipment.
Cancellation cannot be guaranteed once an order has:
- entered production;
- been customized;
- been prepared for fulfillment;
- been packed for shipment; or
- been transferred to a carrier.
Custom, commissioned, personalized, and made-to-order orders may become non-cancellable once work has started.
If an order has already shipped, it must follow the standard return process if it is otherwise eligible.
Refunds
Once an approved return is received, Hues Atelier will inspect the item and notify the customer whether the refund has been approved.
If approved, the refund will normally be issued to the original payment method within 10 business days.
Banks, payment processors, or credit card providers may require additional time to post the refund after Hues Atelier has processed it.
If more than 15 business days have passed after your refund was approved and you have not received it, please contact:
Refund Deductions
Where permitted, a refund may exclude:
- original shipping charges;
- return shipping charges;
- customs or import charges;
- costs resulting from an incorrect customer-provided address;
- non-refundable payment or carrier fees; or
- damage or loss caused after the customer received the product.
Hues Atelier does not currently apply a standard restocking fee to ordinary approved returns.
Refund Method
Refunds are normally returned to the original payment method used when placing the order.
Hues Atelier does not guarantee that refunds can be sent to a different card, bank account, digital wallet, or payment method.
Where the original payment method cannot reasonably be refunded, we may contact the customer to determine an appropriate alternative.
Returned-to-Sender Orders
Orders returned to Hues Atelier because of:
- an incorrect or incomplete address;
- refused delivery;
- failed delivery attempts;
- unclaimed packages; or
- unpaid customs or import charges
may be subject to additional shipping costs.
If a refund is approved instead of reshipment, non-refundable shipping, handling, carrier, or customs costs may be deducted where appropriate.
Color, Texture, and Handmade Variation
Hues Atelier creates apparel and fashion pieces where color, fabric texture, construction, and finishing details may appear slightly different depending on:
- lighting;
- photography;
- screen settings;
- fabric batches;
- material characteristics; or
- handcrafted production.
Reasonable variations in tone, texture, finish, or placement that do not affect the intended quality or function of the item are not automatically considered defects.
This is especially relevant to the Hues Atelier design philosophy of Tone • Texture • Depth.
Proof of Purchase
A valid order number, order confirmation, receipt, or other reasonable proof of purchase may be required before a return or refund can be processed.
Abuse of the Return Policy
Hues Atelier reserves the right to refuse returns or restrict future purchases where there is reasonable evidence of:
- fraudulent return activity;
- repeated misuse of the return process;
- intentional damage;
- excessive return abuse; or
- attempts to return items not purchased from Hues Atelier.
Any such decision will be made reasonably and in accordance with applicable law.
Contact Us
For questions about returns, refunds, damaged orders, cancellations, or exchanges, contact:
Hues Atelier
5300 W Jefferson St
Philadelphia, PA 19131
United States
Email: hues.label@gmail.com
Website: https://www.huesatelier.com/
Tone • Texture • Depth