Refund and Returns Policy — AT Collection

Overview

At AT Collection we want you to love what you receive. If something is wrong with your order, we will make it right.

Please contact us within 24 hours of receiving your parcel. Because our items are small and easily worn, we cannot accept requests made after this window.

To be eligible for a return or exchange, your item must be unused, unworn, and in the same condition you received it, with its original box and packaging.

Check your parcel before you pay

If you chose Cash on Delivery, you may open the parcel and check the item in front of the delivery person. If it is broken, wrong, or not what you ordered, refuse the parcel and call us at +8801703400626. Nothing further is needed from you — this is the fastest way to resolve a problem.

Once you have paid and the delivery person has left, the process below applies instead.

What we accept

We will replace or refund any item that:

  • Is missing from your parcel
  • Arrived broken, bent, or damaged
  • Is not the item you ordered

What we cannot accept

For hygiene reasons, earrings and nose pins cannot be returned or exchanged unless the item is faulty or was sent in error. This is standard practice for jewellery everywhere.

We also cannot accept:

  • Items that have been worn or used
  • Items returned without their original box and packaging
  • Items damaged after delivery, including tarnish from perfume, lotion, or water
  • Items reported to us more than 3 days after delivery
  • Sale, clearance, and discounted items, unless faulty
  • Custom-made or personalised pieces, unless faulty

Normal variation in handcrafted pieces — slight differences in shape, finish, or stone placement — is not considered a defect.

How to request a return or exchange

1. Call or WhatsApp +8801703400626 within 3 days of delivery.

2. Have your order number ready and send us clear photos of the item and the packaging it arrived in.

3. We will confirm within 24 hours whether your request is approved, and give you the return address.

4. Pack the item securely in its original box and send it using a trackable courier. Write your order number on the parcel.

Please keep your courier receipt until your refund or exchange is complete. We cannot take responsibility for a returned parcel that is lost in transit without proof of posting.

Who pays the return courier

If the item is faulty, damaged, or we sent the wrong thing, we pay the return charge and the charge to send your replacement.

If you are exchanging simply because you changed your mind about the design or size, you pay the return charge and the delivery charge on the new item.

Exchanges

We are happy to exchange a piece for a different design of the same or higher value, subject to stock. If the new piece costs more, you pay the difference. If it costs less, we refund the difference to your bKash or Nagad.

Once we receive and inspect your returned item, your replacement is dispatched within 2 working days.

Refunds

Once your returned item reaches us, we inspect it and notify you by phone or SMS whether your refund is approved.

Approved refunds are sent to your bKash or Nagad number within 5–7 working days. If you paid Cash on Delivery, tell us which mobile banking number you would like the refund sent to.

The original delivery charge is refunded only when the fault was ours.

Late or missing refunds

If 7 working days have passed and you have not received your refund, first check your bKash or Nagad transaction history, including the “Cash In” or “Received Money” statement.

If you still cannot find it, call us at +8801703400626 with your order number and we will trace it.

Cancelling an order

You may cancel free of charge at any time before your parcel has been handed to the courier. Just call or message us.

Once dispatched, cancellation is treated as a return and this policy applies.

Need help?

Call or WhatsApp +8801703400626, or email info@atcollectionbd.com

We reply to every message within 24 hours.