FAQ

ORDERS

CAN I MODIFY MY ORDER?

Once payment has been completed, we’re unable to make changes to your order, as processing begins right away. If you’d like to add additional items, please consider placing a new order.

If you're thinking about canceling, you can return your order once it arrives. To do so, simply initiate your return online at les-atelier.returnless.com

I HAVEN’T RECEIVED AN ORDER CONFIRMATION: WHAT SHOULD I DO?

First, check your spam or junk email folders, as the confirmation email may be there.

If you still can't locate it, please email us at support@les-atelier.com from the email address used for the order. We’ll look into it and ensure you receive your confirmation.

WHAT IF MY ITEM ARRIVES DAMAGED?

We're sorry to hear that! Damage may have occurred during transit. You can return the item to us at no cost. Register your return at les-atelier.returnless.com and attach a clear photo of the damage. If you’d like a replacement, please add a note requesting it. For further assistance, feel free to email us at support@les-atelier.com.

SHIPPING

CAN I UPDATE MY DELIVERY ADDRESS AFTER PLACING AN ORDER?

Unfortunately, we can't alter the address once your order has been placed, as it’s immediately processed and forwarded to the carrier.

You’ll receive a Track & Trace link via email, where you can follow your package and, if needed, arrange to collect it from a pickup point.

CAN I USE TRACK & TRACE TO FOLLOW MY ORDER?

Yes, once your order is with the carrier, you’ll receive an email with a Track & Trace link.

Note that tracking information may only become active the following business day. If the link doesn’t work right away, please try again later.

WHEN WILL I RECEIVE MY ORDER?

Your order is processed as soon as it’s placed and handed over to the carrier. You’ll receive an email with your Track & Trace code to monitor its journey.

The carrier usually requires a business day to activate tracking. If your tracking link isn’t immediately active, please check again the following business day.

MY ORDER SHOULD HAVE ARRIVED, BUT I HAVEN'T RECEIVED ANYTHING: WHAT SHOULD I DO?

If your order hasn’t arrived, check with neighbors in case it was left with them. Look for any notes left by the delivery driver or use the Track & Trace link provided via email to check the status.

If the Track & Trace shows it was delivered but you didn’t receive it, please wait one more day as the driver may have pre-marked it as delivered. If there’s still an issue, contact us at support@les-atelier.com, and we’ll assist you further.

I RECEIVED THE WRONG PRODUCT: WHAT SHOULD I DO?

We apologize for the mix-up! You can return the incorrect item free of charge by registering at  les-atelier.returnless.com.

RETURNS

HOW CAN I RETURN MY ORDER?

To return an item, please register your return at at les-atelier.returnless.com and include the packing slip in the package.

HOW LONG DO I HAVE TO RETURN A PRODUCT?

You may return your order within 14 days of receiving it, provided it’s unworn, undamaged, and has the original labels attached.

WHEN WILL I RECEIVE MY REFUND?

Once we’ve received your return, it undergoes quality control, which may take up to 5 business days. Approved refunds will be processed to your original payment method within 10 business days. If you haven’t received your refund after 15 business days, please reach out to us at support@les-atelier.com.

I HAVEN’T RECEIVED A RETURN FORM: WHAT SHOULD I DO?

Please register your return online at at les-atelier.returnless.com. For help, feel free to email us at support@les-atelier.com.

CAN I EXCHANGE MY ITEM?

We don’t currently offer exchanges. Instead, you can return your item and place a new order for the replacement.

WHAT ARE YOUR RETURN CONDITIONS?

• Return Period: Initiate the return within 14 days of receiving your item.
• Return Form: Submit your request via at les-atelier.returnless.com.
• Shipping Costs: The cost of returning items is the customer’s responsibility.
• Condition of Products: Returned items should be clean, unworn, and in their original condition, including labels and packaging.
• Proof of Return: Retain your Track & Trace code as proof of shipment, as it’s necessary for resolving any issues with your return.

PRODUCT & SIZES

WHY IS MY SCARF SLIGHTLY DIFFERENT IN SIZE THAN EXPECTED?

Each scarf is unique, so dimensions may vary by up to 5 cm. If the size doesn’t meet your expectations, you can start a return at at les-atelier.returnless.com and order a replacement.

WHAT IF THE PRODUCT I WANT IS OUT OF STOCK?

Popular items can sell out quickly. Enter your email on the product page to receive an alert when the item is back in stock.

PAYMENT

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept:

• Credit Card (VISA, Mastercard, American Express)
• iDeal (ABN AMRO, ING, Rabobank, etc.)
• Bancontact
• PayPal

I RETURNED AN ITEM BUT HAVEN’T RECEIVED MY REFUND: WHAT SHOULD I DO?

It may take up to 14 days for us to process a returned item. Once processed, refunds are typically issued within 5 business days. Look out for a transfer from Mollie, our payment provider.