Return & Refund Policy

At Esor Atelier®, we offer two categories of products: Esor Atelier‑crafted products (preserved florals, arrangements, lifestyle goods) and third‑party branded products sold through EsorAtelier.com (e.g., jewellery fulfilled by ForeverRingsBySal, a subsidiary of JS Diamonds Inc.). Because these categories have different production methods, fulfillment processes, and warranty structures, the following policies apply.

1. ESOR ATELIER PRODUCTS (Florals & Lifestyle Goods)

Final Sale Policy

All preserved floral arrangements and made‑to‑order Esor Atelier products are final sale and cannot be returned or exchanged. This policy protects the integrity, hygiene, and craftsmanship of each piece.

Order Cancellations

Orders may be cancelled within 12 hours of purchase, provided production has not begun. To request a cancellation, email: info@esoratelier.com. If production has started or the order has shipped, the order cannot be cancelled.

Damaged or Incorrect Items

If your Esor Atelier product arrives damaged or incorrect, notify us within 48 hours of delivery with your order number, photos of the product, and photos of the packaging (inside and outside). Once reviewed, we will offer a replacement, exchange, or refund. Esor Atelier® reserves the right to determine the appropriate resolution based on the evidence provided.

Refund Processing Time

Approved refunds are issued to the original payment method within 5–10 business days, depending on your bank or payment provider.

Non‑Refundable Situations

Refunds cannot be issued for buyer's remorse, incorrect address provided at checkout, carrier delays, packages marked “delivered” by the carrier, damage occurring after delivery, natural variations in preserved florals, allergic reactions, items returned without authorization, refusal to pay customs duties, tariffs, or import fees, or abandoned packages due to unpaid duties or taxes.

Lost or Stolen Packages

If a package is marked as delivered but cannot be located, please contact the carrier directly. Esor Atelier® is not responsible for lost or stolen packages once delivery has been confirmed.

2. THIRD‑PARTY BRANDED PRODUCTS (JEWELLERY)

Certain jewellery items sold on EsorAtelier.com are designed, manufactured, and fulfilled by ForeverRingsBySal, a brand under JS Diamonds Inc., shipped directly from the partner's facility (dropshipped), and subject to the partner's production timelines, packaging standards, and warranty terms. Esor Atelier® acts as a retail platform for these items.

Final Sale Policy for Jewellery

All jewellery items are final sale due to hygiene standards, custom sizing, made‑to‑order production, and third‑party fulfillment. No returns or exchanges are accepted unless the item arrives damaged or incorrect.

Damaged or Incorrect Jewellery Items

If a jewellery item arrives damaged or incorrect, notify us within 48 hours of delivery with photos of the item and packaging. We will coordinate with ForeverRingsBySal to resolve the issue. Possible resolutions include repair, replacement, exchange, or refund (only if approved by the manufacturer). Esor Atelier® does not perform repairs or quality assessments on jewellery.

Manufacturer Warranty

Jewellery items may be covered by a warranty provided by ForeverRingsBySal / JS Diamonds Inc. Warranty claims must follow the manufacturer's process. Esor Atelier® will assist in communication but is not responsible for warranty decisions, repair timelines, manufacturing defects, or stone loss, wear, or damage occurring after delivery.

Sizing Issues

Because jewellery is made to order, incorrect sizing does not qualify for a refund. Resizing services (if available) are handled by the manufacturer and may incur additional fees.

Customs, Duties & Import Fees

For jewellery shipped internationally or from the manufacturer, duties, tariffs, and import fees are the responsibility of the customer. These charges are not included in your order total. Refusal to pay duties does not qualify for a refund.

Lost or Stolen Jewellery Shipments

Once a jewellery shipment is marked “delivered,” Esor Atelier® and the manufacturer are not liable. Claims must be filed with the carrier.

3. MIXED ORDERS (Florals + Jewellery)

If an order contains both Esor Atelier items and third‑party jewellery, items may ship separately, different delivery timelines may apply, and each item follows its respective return/refund policy.

4. UNAUTHORIZED RETURNS

Any product returned without prior approval will be refused and returned to sender.

5. CONTACT FOR SUPPORT

For assistance with any order, contact: info@esoratelier.com. Esor Atelier® will help coordinate with the manufacturer when applicable.