Returns Policy



We check and carefully pack all items for shipping, and we record a video of every order being packed until the box is sealed. To guarantee Fairtrade for both, our costumer and our small shop, we request each customer to film a video from the first moment of opening up your sealed boxes until you unwrap all clays and products properly by following the included directions. For this reason, if you find your item defective in any way, whilst I am more than happy to replace the item, return postage will be at the buyer's cost. If the item is no longer available, a full refund will be given upon the return of the purchased item.

IMPORTANT: You have 7 days to return the merchandise to us in its original packages, properly and safely wrapped. If the original package on molds, napkins, or any other products besides the clays dolls are returned to us open or not in its original condition, a 25% restocking fee will be deducted from your refund.

NO REFUNDS, NO EXCHANGES, and NO RETURN Labels will be provided if we do not receive a clear video from the very first moment you open your boxes and unwrap all your products.

If you want to refund or exchange a defective item, please note: All returned items must be returned in their original condition and packaging within 14 business days of your receipt of the item as indicated by the delivery confirmation. Refunds will be processed once the product is received in its original condition. Shipping charges will NOT be refunded and buyers are responsible for return shipping charges, you will receive a refund to your original payment account - less our original shipping charges.

If you receive an item that was damaged during transit, please make sure to :

1) record a short video from the moment you open your box and unwrap all your products

2) contact us at

3) document the damage including a photo, and

4) contact US Post Office. I will do all that I can to rectify the situation, including a replacement or refund if that becomes necessary.

Carrier/transportation damage is not your fault, so I will work with you to get a refund from the delivery carrier as all our packages have a Tracking Number. Just stay in touch and communicate the issues.

 Please read all our policies as they constitute your rights as a consumer and our rights as a business.

Order Acceptance

  • Completion of checkout online does not constitute our acceptance of your order from us. You will be notified by email as soon as possible with confirmation that we are processing your order. Our acceptance of your order will take place only when we take payment from you and dispatch of the product(s) is confirmed.
  • We have the right, before dispatching the product(s) to decline an order for any reason, including legal and regulatory reasons.
  • Our contract with you will start when you receive the order dispatch email and remain in place until the last day of your right to return the products.
  • If we cannot supply you with all of the products you ordered, we will not process the parts of your order unavailable. We will inform you of this by email and, if you have already paid for the product(s), refund you in full for the item(s) as soon as reasonably possible.
  • If the fulfillment of any aspect of an order would be illegal or unlawful, we have the right to stop or cease to fulfill the order at any time, including after dispatch of products or notification to you that the order is being processed. In such circumstances, you acknowledge that Flor NY Atelier shall incur no liability.


  • During the checkout process, you will be asked to enter your payment details. All fields indicated as compulsory must be completed.
  • By completing payment details you confirm that the method being used to make payment belongs to you, or is in your name where an agreement is entered into with any credit or third-party provider.
  • We do not store your payment information, however, third-party providers used by us may be using encrypted secure payment mechanisms that could store your data. Please see individual payment providers' websites for further information on how they hold your personal information collected at payment.
  • We take full payment immediately for all products unless you sign up to pay for your order using our third-party credit provider. Card payments will be subject to authorization from your card issuer, and credit facilities subject to a credit check.
  • Products ordered remain the property of Flor NY Atelier until we have delivered them to the address specified by you.
  • If you have already received the products you ordered from us, but your payment was not received, you must either pay for the items or return them to us in the same condition that you received them, per our reasonable return instructions and on your own expense. If you fail to do this within 30 days from the date on which we notify you of the cancellation of the order, we may arrange for the collection of the products at your expense.
  • We reserve the right to charge you for all damage to any products that are the subject of an unpaid order

    Delivery and Collection Delivery
      • Timescales and charges for delivery vary depending on the products ordered, your delivery address and country, and the delivery services available.
      • Delivery will be to the address. If no one is available at a residential or other address at the time of delivery, our courier will advise whether your order has been left in a specified safe place, or returned to the depot/post office.
      • The basket value is calculated inclusive of any other promotions.
      • When the products are delivered to the delivery address specified in your order, all risks including loss or damage to the products shall pass to you.
      • We shall be under no liability for any failure to deliver products when specified if the delay or failure is wholly or partly caused by circumstances beyond our control.
      • In the US, delivery charge refunds can only be made per your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and other applicable legislation. Similar rights may apply for some international deliveries. For further information about your statutory rights see the “Right to Cancel” section below and contact your local authority Trading Standards department or consumer advice center.

    1. International Delivery

    • Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, we reserve the right to define what products can and cannot be delivered to which destination.
    • Flor NY Atelier products are sold on the basis that delivery duty is unpaid. You, as the recipient, may have to pay import duty or a formal customs entry fee before or after delivery. Additional taxes, fees, or levies may apply according to local legislation and before placing an order for international delivery, you are required to check these details.
    • It will be your sole responsibility, where applicable to comply with any export controls or sanctions rules applied to products supplied to you.


    • We will make every effort to keep you informed should the supply of your product(s) be prevented or delayed for reasons beyond our control.
    • We shall be under no liability to you for such delay or failure of products being delivered when originally specified.

    Changes to an Order
      • Any changes to your order must be notified to us before their dispatch, and be in writing (via email).
      • When an order is placed, you cannot make changes to your name or address once your order has been dispatched.
      • If you amend or change your order this could lead to changes to your delivery timetable.
      • If you amend or change your order you may also find the item is no longer available, or that the price has changed for which you may be charged.
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