Refund policy

RETURN AND REFUND POLICY

Every Trame Atelier bag is crocheted by hand and made to order, and every Jade necklace is one of a kind. We want you to love your piece. If something isn't right, here's how we'll help.

CHANGING YOUR MIND BEFORE WE START

You can cancel your order for a full refund at any time before we start making it. Email us at admin@trameatelier.co.za as soon as possible with your order number.

FAULTY ITEMS

If your item is faulty or arrives damaged, please email us within 48 hours of delivery with your order number and photos of the problem. For a fault that shows up later, contact us within 6 months of delivery.

We'll collect the item at our cost and, at your choice, repair it, replace it or refund you in full, including the shipping.

Normal wear, and damage caused by misuse, accidents or not following our care guide, are not faults. Because every piece is made by hand, small variations in stitching, colour and gemstones are part of its character and are not faults.

REPAIRS: ZIPS, CLASPS AND LINING

We stand behind the way our bags are made. If a zip or clasp fails, or the lining comes loose, within 12 months of delivery, send the bag back to us and we'll repair it free of charge.

- Email admin@trameatelier.co.za with your order number and a photo of the problem, and we'll send you our return address.
- In the first 6 months, we'll arrange the courier at our cost. After that, please send the bag to us with a tracked courier, and we'll pay to send it back to you once it's repaired.
- If a repair isn't possible, we'll replace the part, or offer you a replacement bag or a refund.

This doesn't cover damage from accidents, misuse, or not following our care guide.

INTERNATIONAL ORDERS

The same policy applies. Return shipping, and any import duties or taxes, are for the customer's account, except where the item is faulty.

QUESTIONS

Email admin@trameatelier.co.za. We're always happy to help.