Returns and exchange

Refund, Exchange & Shipping Policy

POPI Atelier

Refund Policy

At POPI Atelier, we regret that we do not offer refunds.

Exchange Policy

You may exchange full-price merchandise for another item within 5 days of receiving your order.

Please note that POPI Atelier cannot accept returns or exchanges if:

  • The return request is made after the 5-day exchange period

  • The item has been worn, damaged, or altered

  • The item is not in its original packaging with labels attached

  • The item was purchased on sale or at a discounted price

  • A promo code or discount was applied to the order

Sale and discounted items cannot be returned or exchanged.

How to Request an Exchange

To request an exchange, please follow these steps:

  1. Send an email to popi.atelier@gmail.com

  2. Include:

    • Your order number

    • Your reason for the exchange

    • A copy of your payment confirmation

You will receive a response confirming:

  • Whether the exchange has been approved or declined

  • The availability of the requested item

  • The return address

Customers are responsible for their own return shipping costs.

An additional R100 shipping fee will be required to dispatch the exchanged item.

Please note that shipping costs are non-refundable.

Returning Your Item

When returning an item:

  • Pack the product in its original packaging

  • Ensure all labels and tags remain attached

  • Send the parcel to POPI Atelier

We strongly recommend using registered or tracked shipping, as POPI Atelier is not responsible for items lost during return shipping.

Damaged or Defective Items

At POPI Atelier, we pride ourselves on the quality of our garments.

If you receive a damaged or defective item, please contact us immediately.

Email: popi.atelier@gmail.com

Please include:

  • A description of the issue

  • Clear images of the defect

The item may need to be returned to us for inspection.

If the damage is confirmed to be a manufacturing defect, we will arrange a replacement or refund.

If the issue is caused by normal wear and tear or misuse, the item will be returned to the customer.

Shipping & Delivery

POPI Atelier operates primarily as an online store.

All deliveries are door-to-door to the address provided when placing your order.

If the recipient is unavailable at the time of delivery, the parcel may be left with someone at the property who can sign for it.

Please note:

  • We do not deliver to P.O. Boxes

Customers will receive a shipping confirmation email with tracking information once their order has been dispatched.

Failed Deliveries

If delivery attempts are unsuccessful and the parcel is returned to POPI Atelier, the customer will be responsible for paying for re-delivery.

Changing Your Delivery Address

Shipping addresses can only be changed before the order has been dispatched.

Please ensure your address details are complete and accurate, including apartment or unit numbers.

Once the parcel has been shipped, we cannot modify the delivery address.

Order Processing

Orders are dispatched within 24–48 hours (excluding weekends and public holidays).

Orders placed on weekends or public holidays will be processed on the next working day.

If there are delays, customers will be notified via email, SMS, or social media.

Delivery Times

Delivery within South Africa usually takes:

  • 1–4 working days for major cities

  • 2–4 working days for outlying areas

Please note that pre-orders may take longer.

Tracking Your Order

Once your order has been dispatched, you will receive a tracking number.

If you have not received your tracking details, please contact us.

Delayed Deliveries

If your order has not arrived after 6 working days, please contact us with your order number, and we will assist you as soon as possible.