Returns and Refunds

If something is not right, we take it back. You have 60 days from delivery.

The item must be unworn and unused, free of scratches and signs of wear, with tags and seals intact, complete in its original packaging with pouch and accessories. For watches, the protective film must be intact and the movement must not have been started. Sets can only be returned in full.

Every return is checked individually on arrival. We reserve the right to refuse any return that does not meet these conditions. Refused items are sent back to you at the standard shipping rate for your destination.

Email us at support@atoliovegas.de with your order number and the item you would like to return, within 60 days of delivery. We will send you the return address. Once your return is approved, you have 14 days to hand the parcel to the carrier. If the parcel is not handed over within that time, we have the right to refuse the return.

Return shipping is paid by you. Please pay the full postage and mark the parcel as a returned purchase, so it clears customs without extra charges. If costs arise for us on the way back, we offset them against your refund.

Send the parcel with tracking and keep your proof of postage until your refund is complete. We can only process returns that reach us, so a traceable service protects you if something goes wrong along the way.

How to pack your return

Use the original packaging and a sturdy outer box. Pad the item so it cannot move inside the parcel and seal the box well. Do not tape directly onto the jewelry or watch box, it is part of the item and must arrive undamaged.

Include a note with your order number so we can match your return right away.

Damaged or wrong item

If a parcel arrives visibly damaged, contact us within 2 business days with your order number and photos of the item and the packaging. Only within that window can we file the claim with the carrier.

For all other defects, contact us within 14 days of discovery. You receive a free return label and a replacement.

Manufacturing defects are covered for 24 months from delivery. Damage caused by wear, impact, water beyond the stated resistance, or unauthorised repair is not covered.

Exceptions

Engraved and made to order items are produced to your specification and cannot be returned or exchanged.

Exchanges

We exchange within 60 days of delivery, as long as the item you want is available. The same conditions apply as for a return.

Email us at support@atoliovegas.de with your order number and the item you want. The return works like any other return.

If the new item costs more, you receive a payment link for the difference. If it costs less, we refund the difference. Shipping of the new item is charged at our standard rate.

If the item you want is unavailable, we refund.

Customs and import charges on returns

When you send something back, mark the parcel as a returned purchase and it travels to Germany without extra charges. Customs or handling charges that arise on the way back, for example because a parcel was not declared as a return, are not covered by us and are offset against your refund.

Refused or uncollected parcels

If a parcel is refused, is not collected within the carrier's storage period, or if the delivery address is incomplete or incorrect, the parcel returns to us and the carrier charges us a return handling fee.

We pass this on as a return handling fee of 10 to 18 USD, depending on the destination. Refusing or abandoning a parcel does not cancel your order. The order is refunded only once the parcel is back with us, less the return handling fee. Until any open amount is settled, we reserve the right to withhold a new shipment.

If you tell us before the parcel has been dispatched, no cost arises for you.

Processing

Once your return has arrived, allow up to 5 business days for it to be checked. You receive an email from us as soon as it has been approved.

Refunds

We refund within 10 business days of approval, to your original payment method.

Refunds are issued in the currency of the original order.

Depending on your bank or payment provider, it can take a few extra days until the amount shows in your account.

3 for 2

In our 3 for 2 offer, the lowest priced item is free. If you return the free item, no refund is issued.

If you return one of the paid items, the discount is recalculated. You receive the price of that item minus the value of the free item at the time of purchase. An example: your cart contains items for 65, 60 and 55 USD, and the 55 USD item is free. If you return the 60 USD item, your refund is 60 USD minus 55 USD, so 5 USD.

If you return the complete order, we refund the full amount you paid.

Contact

Atolio Vegas support@atoliovegas.de