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FAQ ORDERS
WHAT ARE THE CARRIERS, RATES & DELIVERY TIMES?
Home delivery is via Colissimo within 2 to 3 days of dispatch,
Monday to Friday. Delivery to a relay point is made via Mondial Relay within 3 to 5 days
from dispatch, Monday to Friday. Home delivery is via Chronopost within
within 48 hours if the order is placed before 2pm. Prices are subject to change according to
periods of the year.
In the case of shipments to foreign countries, customs clearance fees are payable when the parcel is collected from customs.
with customs, in accordance with our carrier's general terms and conditions of sale and in
accordance with article 293A of the French General Tax Code.
WHEN WILL MY ORDER BE SHIPPED?
We ship orders within 24h, working days, except for pre-ordered items
for which the shipping date is stipulated on the product sheet.
WHERE DO YOU DELIVER?
We deliver via Mondial Relay in France and Belgium. Colissimo shipping is available
to 220 destinations. Chronopost shipping is available in France.
HOW WILL I BE INFORMED WHEN MY ORDER HAS BEEN DISPATCHED?
As soon as your order has been shipped, you will receive an e-mail containing the tracking number and link for your parcel.
of your package. You may receive this e-mail in your SPAMS.
HOW DO I TRACK MY PACKAGE?
You will find the tracking link for your package in the e-mail you receive when your order is shipped.
of your order. If you can't find your e-mail and if you have created a customer account
you'll find your tracking details in your order history.
Click on this link TRACK MY ORDER
I HAVE NOT RECEIVED ALL THE ITEMS IN MY ORDER.
In the case of an order containing several pre-ordered items with different planned shipping dates, we will ship the order in several instalments. You can return to the product sheet of the item you have ordered to find the original shipping date.
WHAT SHOULD I DO IF DELIVERY IS LATE?
When your order is dispatched, there may be a delay between the time it leaves our warehouse and the time the tracking system is updated. If your parcel is no longer being tracked, please contact the carrier directly to find out where your parcel is.
MY PARCEL SAYS DELIVERED BUT I HAVEN'T RECEIVED ANYTHING...
First of all, please check if your parcel has not been given to a third person
or dropped off at your post office. If this is not possible and if it cannot be delivered to a mailbox,
La Poste can proceed with a delivery to a neighbor, a janitor, a concierge or any other person
who agrees to take the delivery. In spite of your inquiry, you still
have not found your package, thank you to contact directly our customer service at [email protected]
MY PACKAGE HAS BEEN RETURNED TO SENDER
Unfortunately, once your package has been returned to our Atelier, it cannot be
reshipped and will be automatically reimbursed within 7 working days of receipt.