Terms of service

Nicola Xu Atelier | Returns & Exchanges Policy
1. Order Cancellation
24-Hour Window: Within 24 hours of placing your order, you may request a full refund and order cancellation.

Locked Status: After 24 hours, your order will be automatically locked. Because our atelier immediately begins raw material preparation—including the cutting of rare Song Brocade fabrics or the initial trimming of veil netting—no cancellation requests can be accepted past this window.

2. Final Sale Policy
Due to strict hygiene considerations, the bespoke nature of our craftsmanship, and the extreme preciousness of our materials, the following categories are strictly Final Sale and are not eligible for returns or exchanges:

Bridal Collection: All veils are exclusively made-to-order and carry a highly intimate nature.

Song Brocade Collection: Our accessories feature master-level, 100% pure mulberry silk Song Brocade. This traditional heritage fabric is exceptionally delicate. Once it leaves the controlled environment of our atelier, its material integrity cannot be entirely guaranteed upon return.

Bespoke Orders: Any pieces customized or altered in size, color, or design at the client's request.

3. Quality Assurance
We conduct a rigorous, triple-check quality inspection on every piece before it leaves our atelier.

Damage Report: Though exceptionally rare, if your package arrives damaged in transit or exhibits a severe craftsmanship defect, please contact us at [info@nicolaxuatelier.com] within 48 hours of receiving your package.

Required Documentation: You must provide a detailed unboxing video and clear photographic evidence. For verified quality issues, we will provide a complimentary repair or replacement solution.

Disclaimer: Any damage caused by improper care or handling by the buyer (e.g., exposure to perfume, snagging on sharp objects, prolonged sun exposure) is strictly not covered under our compensation policy.