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Effortless 14-Day Return
Changing one’s mind is not uncommon. We therefore offer a 14-day exchange and return arrangement, allowing you to initiate a request within two weeks of receiving your order. Please follow the 4-step instructions below or consult our full Returns Policy →
Singapore Exclusive
Complimentary Doorstep Exchange
For selected orders within Singapore, we offer Complimentary Doorstep Exchange. To arrange for an exchange, please contact Atmosphere Concierge via WhatsApp.
Exchange or return requests may be initiated within 14 calendar days from date of receipt, as indicated by courier delivery timestamp. Requests made beyond this timeframe may not be accommodated.
For exchange or return due to change of mind, items must be unused, sealed, and in original packaging condition, with all accompanying accessories (such as incense holders or samples). Items that have been used may not be eligible for return.
Return items should be packed with sufficient protection to ensure safe transit to our warehouse. To reduce waste and for added convenience, we encourage the reuse of original packaging materials and the mailer box in which your order originally arrived. Items damaged in transit due to inadequate packaging may not be eligible for a refund.
Exchanges are currently not available for orders located outside Singapore. We suggest requesting a return while placing a new order simultaneously.
Orders that are refused, unclaimed, or undeliverable due to circumstances such as an incorrect or incomplete address, unpaid duties or taxes, absence of the recipient at delivery, or customs procedures in the destination country, may be returned to sender or handled in accordance with local regulations, including potential disposal by customs authorities.
If a parcel is returned to us, the contents will be reviewed upon receipt. Where items are suitable for resale, a refund will be issued, less the original shipping fee and any return shipping or handling charges incurred. An inspection or restocking fee may apply where relevant.
Items returned in a damaged, opened, or non-resalable condition may not be eligible for a refund. Refunds are processed once the return has been received and reviewed.
We are currently unable to offer exchanges or returns for the following categories:
(1) Customised products (including engraving and personalisation)
(2) Limited edition products
(3) Items from the Collector’s Curation
Once our warehouse receives the product that you have returned, we will promptly initiate the refund process. It typically takes between 5-10 business days for the refund to be credited to your bank account. However, on rare occasions, it may take up to 30 days depending on your receiving bank or selected payment methods.
In the event that you do not receive your refund within 30 business days, kindly reach out to Atmosphere Concierge for assistance.
Exchange & return costs depend on the specific circumstances of your request. Should an item be deemed defective or arrive in a compromised state due to manufacturing error, Atmosphere Aftercare will fully cover the exchange & return cost.
In cases of change of mind, or where orders are refused, unclaimed, or undeliverable due to circumstances such as an incorrect or incomplete address, unpaid duties or taxes, or absence of the recipient at delivery, return costs will be borne by the customer. The exact cost will be calculated on a case-by-case basis and communicated via email, and will be deducted from your refund.
Complimentary Doorstep Exchange is available for selected orders within Singapore. To check your eligibility, please contact Atmosphere Concierge via WhatsApp →
For more detailed information, please visit full Returns Policy or contact Atmosphere Concierge for assistance.
For larger orders, items may be dispatched in separate parcels, which may not arrive simultaneously. We suggest allowing a brief window within the expected delivery timeframe for all parcels to arrive before reporting any missing items.
In rare instances, items may be missing due to human error. If this occurs, please reach out to Atmosphere Concierge directly for assistance.
Atmosphere upholds the highest standards of quality control, including packing and courier delivery, to ensure all items arrive in immaculate condition. However, in the unlikely event that you encounter any issues with your order, please reach out to Atmosphere Concierge for assistance at your earliest convenience after receiving the parcel.
To facilitate a prompt resolution, please include the order number and photographs of affected items in your initial message to us.
The reimbursement of the initial shipping fee is subject to the specific circumstances that led to the return request. If your order is deemed damaged/faulty, or if a human error led to a missing item in your order, Atmosphere will cover the full shipping cost. However, in cases of a change of mind, the shipping cost is not refundable.
For more detailed information, please visit full Returns Policy or contact Atmosphere Concierge for assistance.
Certainly. You may initiate a return of your gift in accordance with our standard return process for store credit, which may be used toward a new item. Kindly note that original shipping fees are non-refundable, and return shipping fees may apply for returns outside Singapore.
For gift returns within Singapore, Complimentary Doorstep Exchange is available for selected orders. To check your eligibility, please contact Atmosphere Concierge via WhatsApp →
Once you initiate a return request via the Concierge Return Form, you will receive tailored instructions via email. In some cases, you may be required to print and affix a return label to the package, after which our courier will arrange collection from your doorstep.
Alternatively, you may choose to use your own courier service. In such cases, we may not be able to assume responsibility for any loss or damage during transit, or for associated shipping costs.
