Refund policy

Last updated: 12/06/2026

This policy explains how to cancel an order, return an item, and claim a refund. It runs alongside, and never replaces, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If anything here appears to limit those rights, your statutory rights take precedence.

Return window

You have 30 days from the day your order arrives to let us know you would like to return it. Your statutory right to cancel within 14 days of receiving your order, under UK consumer law, always applies.

How to return

  1. Tell us. Email care@atelierbrim.co.uk, or complete the form on our Returns page, with your order number. Please ask for a return reference so we can match your parcel to your order. This does not affect your statutory cancellation rights.
  2. We respond. We reply with a return reference and the return address.
  3. Send it back. Once you have your return reference and the return address, post the hat back to us. We recommend waiting for your return reference so we can match your parcel to your order.
  4. Refund. When your return reaches us, or once you can show proof of posting, we begin your refund. See Refunds below for timing.

Condition

For a change-of-mind return, the hat should be unworn and in its original condition. Your statutory 14-day cancellation right lets you inspect the item as you would in a shop; we may reduce a refund only for handling beyond that. Returning the original tags and packaging helps us, but is not a condition of your refund.

Faulty items

If an item is faulty, damaged or not as described, your rights under the Consumer Rights Act 2015 apply. Within 30 days of receiving it, you can ask for a full refund. After 30 days, we will offer a repair or replacement first; if that is not possible or does not resolve the problem, you are entitled to a refund, which may take account of any use after the first six months. In every case we cover the cost of returning a faulty item.

Return postage

For a change-of-mind return (a statutory cancellation or our 30-day goodwill window), you pay the return postage. This is declared up front, as required by the Consumer Contracts Regulations 2013. We recommend a tracked service and ask you to keep your proof of posting. For a faulty, damaged or not-as-described item, we cover the return postage (see Faulty items above).

Refunds

We refund your original payment method within 14 days of receiving your return, or your proof of posting, whichever is earlier, with no fee.

Return address

We provide the return address together with your return reference when you contact us.

Model cancellation form

You do not have to use this form, but you may complete and return it to us if you wish to cancel. Any clear written statement is enough.

To atelierbrim, care@atelierbrim.co.uk:
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:
Ordered on / received on: [date]
Name of consumer(s): [name]
Address of consumer(s): [address]
Order number: [number]
Date: [date]

Complaints

If you are unhappy with how we have handled your return or refund, please email care@atelierbrim.co.uk first so we can resolve it directly. You can also seek free, independent advice from Citizens Advice (citizensadvice.org.uk, 0808 223 1133) or contact your local Trading Standards office.

Contact

care@atelierbrim.co.uk, 07443 321494 (or +44 7443 321494 from outside the UK)
ZIIEMA, trading as atelierbrim · SIRET 99262902200029 · EORI GB031660548000