& Exchange Policy

At HS OUEST ATELIER, we always aim to give our customers a pleasant shopping experience and make 

sure they are happy with their orders. If you would like to request a return or have any issue with your 

order, please read the following policy:

1. Made-to-Order / Custom-Made Items

Most products at HS OUEST ATELIER are prepared or tailored upon request, either in standard sizes or 

based on custom measurements provided by the customer.

Production Time

Made-to-order items usually take around 20 days to be prepared before shipping, unless a different 

time is mentioned on the product page or confirmed with the customer.

Return & Exchange for Made-to-Order Items

- Made-to-order items or products made based on custom measurements cannot be returned or 

exchanged, unless there is a clear manufacturing defect or a mistake from the store in preparing 

the order. 

- Once the order is confirmed and production has started, it cannot be cancelled or changed, 

unless the store agrees before the production or tailoring stage begins. 

- If there is a defect or a mistake in the product, the customer must contact us within 24 hours of 

receiving the order, with clear photos of the product and a short explanation of the issue. We 

will review the case and take the appropriate action. 

2. Ready-Made Items (Non-Custom Products)

Ready-made items can be returned within 14 days from the delivery date, provided that:

- The item is unused and in its original condition. 

- It is returned in its original packaging with all accessories, if any. 

- The original tags are still attached and have not been removed. 

- The original invoice or proof of purchase is provided. 

3. Cases Where Return or Exchange Is Not Accepted

Returns or exchanges will not be accepted in the following cases:

- If the item has been used, washed, or shows signs of use or damage caused by misuse. 

- If the item has been altered, repaired, or changed from its original condition after delivery. 

- If the item is made-to-order or was produced based on custom measurements. 

- If the return or exchange request is because the customer wants to change the size or color 

after the order has been completed or after receiving the item, unless the store agrees based on 

the case. 

- If the item is returned without its original packaging, invoice, or accessories. 

4. Sizing Policy

- HS OUEST ATELIER provides a standard size chart for some products, and in some cases, items 

may be made based on custom measurements provided by the customer. 

- It is the customer’s responsibility to review and choose the correct size before confirming the 

order. 

- If the item is made based on measurements provided by the customer, it cannot be returned or 

exchanged unless it is proven that the mistake happened during production by the store. 

5. Defective or Incorrect Items

If you receive an item that:

- has a manufacturing defect, or 

- is different from the confirmed order in design, size, or agreed color, 

please contact us within 24 hours of delivery and send:

1. Order number 

2. Clear photos of the item 

3. A short explanation of the issue 

The case will be reviewed, and if it is confirmed that there is a defect or a mistake from the store, the 

appropriate solution will be offered, which may include:

- Repair 

- Remaking the item 

- Exchange 

The final action will depend on the store’s review of the case.

6. Local & International Shipping

- HS OUEST ATELIER offers shipping inside Kuwait and internationally. Delivery time may vary 

depending on the country and shipping company. 

- Shipping fees are calculated at checkout based on the destination and shipping method. 

- For international orders, any customs duties, taxes, or additional charges requested by the 

shipping company or customs in the destination country are the customer’s responsibility, 

unless otherwise stated. 

- If the customer delays receiving the shipment, refuses delivery, or does not pay any required 

shipping or customs charges, the store is not responsible for any extra costs, reshipping fees, or 

losses resulting from that. 

7. Deposit Policy – HS OUEST ATELIER

- Some orders require a deposit to confirm the order and start preparation. 

- Once the order is confirmed and production has started, the deposit is non-refundable. 

- If HS OUEST ATELIER is unable to complete the order, the deposit will be refunded in full. 

- Paying the deposit means the customer agrees to the order details, size, color, and production 

time. 

- Once the order is confirmed and the deposit is paid, the customer is committed to paying the 

remaining balance in full. The order cannot be cancelled and the remaining amount cannot be 

refused after production has started. 

- HS OUEST ATELIER reserves the right to take the appropriate action if the customer refuses to 

pay the remaining balance after production has started. 

8. General Notes

- All return requests are checked before final approval.

- HS OUEST ATELIER has the right to refuse any return or exchange request that does not meet 

the conditions above. 

- Shipping fees are non-refundable unless the return is due to a mistake from the store or a 

product defect. 

- Sending a return request or complaint does not mean it is automatically approved. All requests 

are reviewed first by the store team.