Shipping & Returns
UK Shipping
Standard Delivery, 2–4 working days — £6.99.
Next Day Delivery, next working day — £14.00.
Saturday Delivery — £15.00.
All UK orders over £100 receive complimentary Standard Delivery.
International Shipping
We currently deliver to the European Union, Switzerland, and the United States.
Local duties, taxes, customs charges, and handling fees may apply and remain the sole responsibility of the recipient. Galloway Atelier is not responsible for delays caused by customs clearance.
Returns
You may notify us that you wish to return an order within 14 days of delivery. Once your return has been authorised, the item must be sent back within a further 14 days.
To qualify for a full refund, products must be unused, unopened, and returned in their original condition and packaging, with all seals, labels, and protective materials intact. Proof of purchase is required.
Please contact hello@gallowayatelier.com before returning any item. Returns sent without prior authorisation may not be accepted.
Unless an item is faulty or has been supplied incorrectly, return postage and responsibility for the parcel remain with the customer. We strongly recommend using a tracked and insured service, as Galloway Atelier cannot accept responsibility for items lost or damaged in transit.
All returns are inspected on receipt. Where a product has been opened, used, damaged, or handled beyond what is reasonably necessary to examine it, we reserve the right to reduce the refund to reflect any loss in value.
Approved refunds will be issued to the original payment method. Premium or express delivery charges are non-refundable beyond the cost of our standard delivery service.
Bespoke, personalised, or privately commissioned products cannot be returned unless they are faulty.
Nothing in this policy affects your statutory rights.
Damaged, Incorrect or Lost Orders
Every order is checked before dispatch. In the unlikely event that your order arrives damaged, incomplete, or incorrect, please contact hello@gallowayatelier.com as soon as possible.
Your email must include your order number, a clear description of the issue, and photographs of the product, its internal packaging, and the external shipping box. Please retain the item and all original packaging while the matter is reviewed. Products must not be used, discarded, or returned without our written instructions.
Claims relating to visible transit damage should be reported promptly after delivery. Failure to provide sufficient information or supporting photographs may delay our investigation with the courier.
Where an order is shown as delivered but cannot be located, customers should first check the delivery location, safe place, surrounding property, and with household members or neighbours. We may also ask you to confirm the delivery address and complete a declaration of non-receipt before opening a courier investigation.
An order will not be treated as lost until the relevant carrier has completed its investigation or confirmed the parcel as missing. Replacement orders and refunds will not be issued while an active carrier investigation remains outstanding.
Where a claim is verified, Galloway Atelier will provide an appropriate replacement or refund. We reserve the right to determine the most suitable resolution, subject always to your statutory rights.