We’re glad to accept returns for any reason within 14 days of delivery provided items are in brand new and original condition. – If we receive a return and it has been used or damaged, or if the security tag and/or protective film on the feet of our bags is not attached, we cannot accept your return. Please note, items purchased at a 30% or more discount are considered Final Sale and cannot be returned for a refund or exchange. Hiva Atelier reserves the right to refuse any return on merchandise that does meet our return requirements. If your return is not accepted, it will be sent back to you at your own expense and a refund will not be issued.
For international orders, if an item is returned because a customer refused to pay for any import taxes or customs duties due payable, Hiva Atelier will seek to recover from the customer all costs or any fees incurred by Hiva Atelier. Please note that if you refuse to pay custom duties upon delivery, a refund will only be issued after the product has been returned to us. Please allow up to 10-15 business days for refunds to be processed one your return has been received by our warehouse.
Arrange a Free Return
If you need to return an item, please do get in touch via email at email@example.com stating your order number and reason for the return. Our committed customer service team will be happy to help with your request.
For all returns, shipping costs will be deducted from the amount at the time of return.
Care & Packaging for Returns
We take great pride in providing luxury products of the highest quality, and work hard to make sure that these are beautifully wrapped and carefully packaged when they reach you.
Please pay special attention to the packing of any bags with a strap. When dispatched, we rigorously pack the strap in such a way that it does not mark the leather – we kindly ask that you do the same when returning the item to us, as we will not be able to issue a refund on damaged items.
Receiving a Refund
Refunds will be credited to the original purchaser’s method of payment. On receipt of a return, we will process the refund as soon as possible. We estimate refunds will be made by the provider of your payment method within 10-15 working days. Working days are Monday to Friday excluding Turkish public holidays. If the item which you are returning was purchased in a currency other than your local currency, any refund will be paid in the same currency as purchase. Due to fluctuations in currency exchange rates the amount refunded may be higher or lower than the original price paid.
Please note, free gifts that are not returned with the original order will be deducted from the refund.
For international orders, shipping, custom duties and sales taxes are non-refundable through HiVa Atelier.
Submit a return request
Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.
1. Log in to your account:
1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return.
If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.
Due to the nature of personalised items, returns, changes or cancellations are not accepted once an order has been placed. Please note, all sales of personalised items are final. These items may not be exchanged or returned. This does not affect your statutory rights.
We are pleased to offer free returns for all full price items purchased the Turkey.
Returning to a Store
You can return goods to our store in İstanbul. If you are returning your goods to our store, you do not need to raise an RMA- we will do it on your behalf.
Unfortunately, we are unable to offer exchanges at this time. If you change your mind and wish to exchange a product, please return the product and place a new order. Alternatively, orders can be returned for an exchange in HiVa Atelier İstanbul store within the location to which the order was shipped.