Customer Care

Direct contact

Email is the recommended written channel for an order, return, refund, delivery or complaint because it creates a dated record. The atelier aims to respond within 10 business days and sooner for an active payment or delivery problem. No 24/7 response is promised.

What support covers

• Product, cloth, fit and measurement questions before ordering.
• Order confirmation, payment status, invoice and receipt questions.
• Production timing and an announced delay.
• Carrier tracking, damage or non-delivery.
• Alterations, conformity, defects, cancellations and refunds.
• Privacy, storage, accessibility and policy questions.

Help us find the order

Include the name and email used for the order and the central order or invoice reference. An originating storefront order number can also help. For a payment question, include only the date, amount and last four digits—never the full card number, card security code, password or one-time authentication code.

Order communication

Transactional messages can include payment confirmation, invoice, request for specification approval, production update, dispatch confirmation, carrier, tracking number and after-sales response. A marketing subscription is not required to receive these messages.

Unresolved complaint

Send a clear written complaint first. If it remains unresolved, follow the process in Guarantees & Complaints and use the mediator identified in the Legal Notice where eligible.