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 - Find out more by clicking here

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

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

Find out everything 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 “made to measure” or “personalized”.

Items must be returned in their original packaging in a condition allowing their re-marketing. You must ensure that the items arrive undamaged. Any merchandise arriving damaged, chipped or broken cannot be refunded.

The costs of returning the products are your responsibility.

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

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

How long will it take for me 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 the delivery time by our carriers Colissimo and Mondial Relay.

Orders are hand-picked in chronological order.

An email will be sent to you as soon as your package is delivered to the carrier and you will be able to follow the delivery of your package using the tracking link.

How to choose your delivery option?

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

I cannot collect my package received at a relay or agency: can another person 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, driving license, etc.) as well as that of the recipient of the package (originals required).

If I am absent when the delivery person arrives, what happens?

A notice is left in your mailbox. This form shows the date of passage and the passage 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 collect it for you:
  Indicate on the back of the notice the name of a person close to you, who can come on your behalf and collect your package from the post office. He must bring the notice of proceedings and the identity documents of the recipient and the person designated on the power of attorney.

I still have not 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 Connection area, via the My orders section. Simply go to this section and click on the reference of your order to access the details. A final click on the tracking link for your order will allow you to follow the status of your delivery on our carrier's website. You will know in real time where your delivery is.

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

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

What to do if my package is damaged ?

When receiving the package, it is important to check that it has not suffered any damage or shocks that could damage the products. We advise you to open the boxes in the presence of the delivery person. Any sound of broken glass should alert you because we prepare the packages carefully so that the products do not touch each other.

In the event of any problems noted upon delivery, we invite you to follow this procedure:

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

If, however, you notice after delivery that one or more products are damaged/defective and/or that items are missing, make a complaint to our complaints department within 3 working days following delivery. We invite you to follow the following procedure:

• Make an observation regarding the deteriorated condition of the carton on the delivery slip
• Report the complaint to the www.atelierlouis.fr complaints service by e-mail: 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 what to do.

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

Simply do a search from a postal code or using geolocation on the website of the carrier Mondial Relay