At Kate Atelier, we are committed to providing high-quality photography backdrops and customized products. If you experience any issues with your order, please contact us and we will do our best to provide a suitable solution.

1. Order Cancellation

We begin processing orders within 24 hours after receiving your order.

If you need to cancel your order, please contact us at:

support@kateatelier.com

within 6 hours of placing your order.

We will do our best to accommodate your request. However, once an order has entered production, customization, or has been shipped, we are unable to cancel the order.

2. Damaged, Defective, or Incorrect Products

If your order arrives with:

• Manufacturing defects;
• Printing errors;
• Incorrect products received;
• Damage caused during packaging or transit;

please contact us within 3 days after delivery.

To help us evaluate the issue quickly, please provide:

• Your order number;
• Clear photos of the product;
• A wider photo showing the issue;
• A photo of the shipping label/package.

After reviewing the information, we may provide:

• Replacement;
• Reprint;
• Refund;
• Other appropriate solutions.

3. Return Window for Eligible Products

For eligible non-custom products, return requests must be submitted within:

30 days from the delivery date.

To ensure faster assistance, we recommend contacting us within 3 days after receiving your order.

Returned products must:

• Be unused;
• Be in original condition;
• Include original packaging.

Customers are responsible for return shipping costs unless the return is caused by our error or a product defect.

4. Custom Products

Due to the personalized nature of custom products, we are unable to accept returns or exchanges for:

• Custom designs;
• Uploaded images;
• Custom sizes;
• Personalized text or colors;
• Products made specifically according to customer requirements.

Before production begins, customers are responsible for ensuring that all submitted designs, images, text, sizes, and customization details are accurate.

If a custom product has a manufacturing defect, printing error, or arrives damaged, please contact us and we will work with you to provide a solution.

5. Incorrect Items Ordered by Customers

If you ordered the wrong:

• Size;
• Design;
• Product type;
• Customization details;

we are unable to provide a refund or exchange if the product was made according to your submitted information.

If you need assistance selecting the correct product before ordering, please contact our team:

support@kateatelier.com

We are happy to help.

6. Product Color & Display Differences

Please note that colors shown on different screens may vary slightly depending on monitor settings, device displays, and lighting conditions.

Minor color differences caused by these factors are not considered product defects.

We use professional printing technology and quality control processes to ensure the best possible product results.

7. Reprint Requests

If you believe your product has a printing or manufacturing issue, please contact us with:

• Order number;
• Photos of the received product;
• Description of the issue.

We may request additional information to verify the problem and determine the best resolution.

8. Contact Us

Please contact us before returning any item. We will provide the applicable return instructions and return address after your request is approved. Also If you have any questions regarding returns, refunds, or order issues, welcome to contact us:

Kate Atelier

Email:

support@kateatelier.com

Website:

https://kateatelier.com