Refund policy

REFUND, RETURN & EXCHANGE POLICY

1. Return, Exchange & Refund Eligibility

At TWO ATÉ, every pair is crafted with care and attention to detail. As our footwear is design-led and crafted to reflect a distinctive aesthetic, we encourage customers to carefully review the product images, description and size chart before placing an order.

Returns, exchanges and refunds are accepted only in the following circumstances:

  1. Manufacturing defects: Where the product has a verified manufacturing defect.
  2. Product delivered damaged: Where the product is received in a damaged condition.
  3. Incorrect product delivered: Where the product delivered is different from the product ordered.

All claims are subject to the reporting requirements and verification process set out in this policy and applicable law. We do not ordinarily accept returns, exchanges or refunds for change of mind, personal preferences, dissatisfaction with the design or appearance, fit or sizing issues, discomfort while wearing the footwear, or minor variations in colour, finish or appearance that are consistent with the product description and craftsmanship.

2. Size Selection & Product Suitability

Customers are requested to carefully review the size chart and product description before placing an order.

If you are unsure about your size or require assistance selecting the appropriate size, please contact us before placing your order. Our team will be happy to guide you through the available sizing information.

Please note that footwear preferences, fit and wearing experiences can vary from person to person. Customers are encouraged to consider the product design and description before purchasing.

Incorrect size selection, personal fit preferences or discomfort while wearing the footwear do not ordinarily qualify for a return, exchange or refund.

3. Reporting Period

Any claim relating to a manufacturing defect, damage during delivery or an incorrect product must be reported to TWO ATÉ within 48 hours of delivery.

Claims reported after this period may not be eligible under this policy, subject to applicable law.

4. Mandatory Unboxing Video

For a claim involving a manufacturing defect, a product delivered damaged or an incorrect product, customers must provide a clear, uninterrupted unboxing video that shows:

  1. The original package and shipping label.
  2. The package being opened.
  3. The footwear as received, including the alleged defect, damage or discrepancy.

The original packaging should be retained until the claim has been reviewed.

The video and any other information reasonably required to assess the claim will be reviewed before a resolution is offered. Claims are subject to verification, and the availability of a remedy will be determined in accordance with this policy and applicable law.

5. Resolution of Approved Claims

Once a claim has been reviewed and the defect, delivery damage or incorrect product has been verified, TWO ATÉ will provide an appropriate resolution, which may include a replacement or refund, as applicable.

Where a return is required, customers must follow the return instructions provided by our team and retain the courier receipt as proof of dispatch.

The returned product may be inspected before the claim is finalised.

6. Sale Items

Products purchased during a sale are not ordinarily eligible for returns or exchanges for reasons such as change of mind, size selection, fit, discomfort or personal preference.

This restriction does not exclude remedies for verified defects, delivery damage or other circumstances where a remedy is required under applicable law.

7. Third-Party Marketplace Purchases

Orders placed through third-party marketplaces must be raised through the relevant marketplace's customer support and applicable return process. Customers should refer to the terms governing their purchase, without prejudice to any rights available under applicable law.

8. Shipping Charges

Shipping charges are ordinarily non-refundable. However, this provision does not limit any refund of shipping charges or other remedies that may be required under applicable law in cases involving defective, damaged or incorrectly supplied products.

9. Contact Us

For assistance with sizing before placing an order, or to report a manufacturing defect, delivery damage or an incorrect product, please contact us at:

Email: twoate28@gmail.com

Please include your order details and the relevant photographs or unboxing video, as applicable, so that our team can review your request.

TWO ATÉ reserves the right to review and update this policy from time to time.