Questions and Answers
How can I contact Atelier?
If you have any inquiries for us, please fill out the form below, and we will get back to you as soon as we can!
First of all, we apologize for the inconvience you've experienced with your item! Whether it didn't fit right, or you simply didn't like the way it looks, we're always happy to help assist you in a return.
We offer a strict 15-day return policy, however, some exceptions are available!
Unfortunately, we are unable to provide 100% free returns as we no longer cover the shipping fees required to return the item. This means you'll only be refunded for the cost of the item, not for shipping.
Please keep the tags on the item if you are going to return it! If the item is returned damaged, worn, or without packaging/tags, the refund may be rejected.
You can send a return request via our customer service email; email@example.com. Please put the would 'Return' in the gmail subject slot and we'll be with you as soon as possible.
Once a return is processed, a pre-paid return label will be sent to your email, and the return instructions will be provided, too.
You can inititate a return for any reason! We're not going to interrograte you with a lightbulb, and ask you why you aren't going to keep the item like Sherlock Holmes or something. We would only like to know the reason for your return request so we can utilize your feedback to improve our store!
Yes, we do offer exchanges! Just shoot us an email here; firstname.lastname@example.org, with the word 'Exchange' in the subject slot and we'll be with you as soon as we can!
You don't need to give us a reason or a photo of proof for why you'd like an exchange (unless you'd like to) but we don't require any further information for the exchange request to be approved.
If you need help with sizing, just slip that question in the email so we can provide a thorough size chart for you!
We will provide for the shipping costs on all and every exchange.
Hi! You're probably here because you're wondering how pre-orders work.
Pre-orders are items that aren't stocked at our local location in Washington, D.C. This means that the items need to be manufactured and then shipped all the way over to us before we quality check it and send it out to you!
The delivery times for pre-orders can be unpredictible because some of our pre-orders are already in stock in our international warehouse, so those orders should take quicker to ship than the ones that haven't yet been manufactured.
Because of the inconsistency with the production time of our items, the expected pre-order delivery time can fluctuate a LOT. Pre-order items can take as little as 7 days to arrive, but they should never take longer than 28 days to arrive.
Your tracking number/shipment confirmation email will be provided to you once we've shipped out your item. This can take a couple of weeks.
All In stock orders are processed/shipped within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. If you haven't received a shipping/order confirmation email within the set timeframe, please check spam mail as it could've been mistakenly sent there.
In Stock Items take around 3-7 days to deliver to domestic locations (Locations in the United States). If you are a customer from the United States, you should be able to track your order through the United States Postal Service tracking website: https://www.usps.com/?_gl=1*1q5cjtc*_ga*MjAxMjQ1MDAzOS4xNjU1ODc3OTMz*_ga_3NXP3C8S9V*MTY3ODU2NTAzMS4yMDUuMC4xNjc4NTY1MDMxLjAuMC4w.
Items take 6-14 days to deliver to international destinations.
WE DO NOT PROVIDE REFUNDS ON ORDERS THAT USPS STATES ARE DELIVERED.
Unless the USPS tracking link relays that they delivered your parcel to a zip code/city that is different from the one provided in your customer contact information, we are unable to refund your order if USPS says it's been successfully delivered. If you are experiencing this problem, we highly suggest you contact USPS directly for missing mail.
You can find your missing mail or file a claim through this link: https://www.usps.com/help/missing-mail.htm.
You can also access their customer service directly using this phone number: 1-800-275-8777
If USPS is relaying an unsuccessful delivery attempt, the problem could very well be that:
1. You live in an apartment complex, and there wasn't an assistant at the front desk who could collect your parcel at the time of delivery. If you're experiencing this problem, you can schedule a free redelivery here: https://tools.usps.com/redelivery.htm.
2. There wasn't an apartment number provided in your address information.
3. There was a typo in your shipping address- even a singular incorrect letter or missing number can cause an unsuccessful delivery attempt.
4. There could've been some confusion with the delivery on USPS's end.
If this happens, please be sure to contact USPS directly to redirect your parcel. If you need any assistance with this, please feel free to contact us for help: email@example.com
Please be sure to double check your address before making the order! You would be surprised how many people have accidentally put down the wrong address, and contacted us about it! If an incorrect address is provided, and you do not inform us of this mistake before your item is shipped out, we are not responsible to refund your purchase or replace the goods.
If your address changes after placing an order from us, we are still not responsible to refund your purchase or replace the goods. We ship your items to the original shipping address provided by you, and we are not responsible for any address alterations made after the order is placed!
Orders that are not received by the recipient and therefore sent back will be refunded.
If parcel is sent back to us after failed delivery attempt, we will issue you a refund if you decide that you no longer want the item. Otherwise, the item can be re-shipped out to you.
Pre-Order items take anywhere from 7-28 days to arrive, depending on the product and location of the customer. A pre-order item is an item that hasn't yet been made yet, and we need time to have the item both manufactured, and then shipped from our international warehouse to our location to be packaged and double checked for quality purposes. Please be aware that the shipment information for a pre-order item won't be released until we ourselves have completed the fulfillment process. This process can take up to 2-3 weeks. Once we ship it out, a shipment confirmation email should be sent directly to you!
If you would like your order prioritized, please contact us at firstname.lastname@example.org to put in a request for that! We cannot guarantee that your order be prioritized upon request, but we'd love to make an effort! Especially if there's a certain date you need it by :)
Domestic Shipping Rates and Estimates
For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 21 days of receiving your shipping confirmation email, please contact us at email@example.com with your name and order number, and we will look into it for you.
Shipping to P.O. boxes
Some carriers have limitations around shipping to P.O. Boxes. If one of your carriers falls into this group, you should look up their policy and communicate it to your customers here.
Refunds, returns, and exchanges
Atelier Fashions has a 15-day return policy for all items, exceptions available. More information regarding our return policy is here: https://atelierfashions.com/policies/refund-policy
We accept returns up to 15 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.
In the event that your order arrives damaged in any way, please email us as soon as possible at firstname.lastname@example.org with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at email@example.com.