Everything you need to know about delivery

Which carriers do you work with?

I work with Colissimo for home delivery and Mondial Relay for delivery to relay points.

• Colissimo is committed to the environment -Find out more by clicking here
  
• Mondial Relay is committed to the environment - Learn more by clicking here

What are your delivery rates to the EU, Switzerland and the UK?

What are your delivery rates for the rest of the world? (Canada, USA, etc.)

Everything you need to know about returns

You have a legal withdrawal period of 14 days to cancel your order after receipt of it, for all orders that are not “custom-made” or “personalized”.

Items must be returned in their original packaging and in a resalable condition. You must ensure that the items arrive undamaged. Any goods arriving damaged, chipped, or broken will not be eligible for a refund.

The cost of returning the products is your responsibility.

Reimbursement of products will only be possible after actual receipt of the items at our premises.

Please send your return request by email to bonjour@atelierlouis.fr

How long will it take to receive my order?

Your order will be delivered to you within 2 to 5 working days .

These times include the order processing time, manufacturing time and delivery time by our carriers Colissimo and Mondial Relay.

Orders are prepared by hand in chronological order.

An email will be sent to you as soon as your package is handed over to the carrier and you will be able to track the progress of your package using the tracking link.

How to choose your delivery option?

• Delivery to a Relay Point: Your package will be kept for 10 working days before being returned to us.
• Home delivery: Your package will be delivered without signature to your mailbox.

I cannot collect my package from a relay point or agency: can someone else do it for me?

It is entirely possible to have a package collected from a relay point by another person. The latter must bring their own identity document (identity card, passport, driver's license, etc.) as well as that of the recipient of the package (originals required).

If I am not there when the delivery person comes, what happens?

A delivery notice will be left in your mailbox. This notice will include the delivery date and the delivery notice number.

• You can get there yourself:
  Go to the address indicated on the notice of proceedings: you can collect your package there on the date indicated, upon presentation of the notice and proof of identity.
• You can ask one of your loved ones to go and collect it for you:
  On the back of the notice, write the name of someone close to you who can come to the post office on your behalf and collect your package. They will need to bring the notice of proceedings and the identity documents of the recipient and the person named in the power of attorney.

I still haven't received my package even though the delivery time has passed, what should I do?

You can access the delivery tracking of your current order at any time in your Login area, via the My Orders section. Simply go to this section and click on your order reference to access the details. A final click on the tracking link for your order will allow you to track the status of your delivery on our carrier's website. This will give you real-time information on the status of your delivery.

If you think your package is lost, please do not hesitate to contact our customer service:

By email bonjour@atelierlouis.fr
Thanks to our Contact Form .

What should I do if my package is damaged?

Upon receiving your package, it's important to check that it hasn't suffered any damage or impacts that could damage the products. We recommend opening the boxes in the presence of the delivery person. Any sound of breaking glass should alert you, as we carefully prepare the packages so that the products don't touch each other.

If you experience any problems upon delivery, we invite you to follow this procedure:

• Refuse the package which will then be returned directly to www.atelierlouis.fr
• Make an observation regarding the damaged condition of the cardboard on the delivery slip
• Report the complaint to the complaints department of www.atelierlouis.fr by email: bonjour@atelierlouis.fr
• Send photo(s) if necessary (we recommend using the following formats: ZIP, RAR or JPG)
• Once your claim is made, we will process your request quickly

However, if after delivery you notice that one or more products are damaged/defective and/or that items are missing, please file a complaint with our complaints department within 3 working days of delivery. We invite you to follow the following procedure:

• Make an observation regarding the damaged condition of the cardboard on the delivery slip
• Report the complaint to the complaints department of www.atelierlouis.fr by email: bonjour@atelierlouis.fr
• Send photo(s) if necessary (we recommend using the following formats: ZIP, RAR or JPG)
• Once we receive your photos, we will process your request quickly and contact you again to explain the procedure to follow.

Where is the agency or relay closest to my home or workplace?

Simply search by postal code or using geolocation on the Mondial Relay carrier website