All about delivery

Which carriers do you work with?

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

• 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.)

All 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 “tailor-made”.

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 soon will I receive my order?

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

These deadlines include the order processing time, the manufacturing time and the 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 has been delivered to the carrier and you can follow the delivery of your package using the tracking link.

How to choose your delivery option?

• Relay delivery: the selection of the relay point is made after payment of your order. Your package is kept for 10 working days before being sent back to us
• Home delivery
• Local delivery within a radius of 5 km from Taluyers (CP 69440).

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

It is quite possible to have a parcel picked up at a relay point by another person. The latter must bring their own identity document (identity card, passport, driving licence, etc.) as well as that of the recipient of the parcel (originals imperatively).

If I am absent during the delivery person's visit, what happens?

A delivery notice is left in your mailbox. On this sheet are the date of passage and the number of notice of passage.

• You can go there yourself:
  Go to the address indicated on the notice of proceedings: you can collect your package there on the date indicated, on presentation of the notice and an identity document.
• You can ask someone close to you to pick it up for you:
  Indicate on the back of the notice the name of a person you know, who can come on your behalf and collect your package at the post office. He must bring the notice of proceeding and the identity documents of the recipient and of the person designated on 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 Connection space, 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. 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 hello@atelierlouis.fr
Through 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 problems noted on delivery, we invite you to follow this procedure:

• Refuse the package which will then be sent directly to www.atelierlouis.fr
• Issue an observation regarding the deteriorated condition of the box on the delivery slip
• Report the complaint to the complaints department of www.atelierlouis.fr by e-mail: bonjour@atelierlouis.fr
• Send photo(s) if needed (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, file a complaint with our complaints department within 3 working days of delivery. We invite you to follow the following procedure:

• Issue an observation regarding the deteriorated condition of the box on the delivery slip
• Report the complaint to the complaints department of www.atelierlouis.fr by e-mail: bonjour@atelierlouis.fr
• Send photo(s) if needed (we recommend using the following formats: ZIP, RAR or JPG)
• Once your photos are received, we will process your request quickly and we will contact you again to explain the procedure to follow.

Where is the agency or relay closest to my home or my place of work?

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