Returns, Refunds & Cancellations

1. Made-to-measure withdrawal exclusion

The current collection is commissioned as made-to-measure. Under Article L.221-28 3° of the French Consumer Code, there is no 14-day change-of-mind withdrawal right for a good made to the consumer’s specifications or clearly personalised. The customer expressly acknowledges this before payment.

This exclusion is narrow: it does not excuse a product that is non-conforming, defective, materially different from the agreed specification, or delivered in breach of a statutory delivery obligation.

2. Cancellation before production

Contact contact@dansoatelier.com immediately. If work has not started and no customer-specific material has been irreversibly committed, the seller will normally approve cancellation and a full refund. If work or specific procurement has begun, there is no automatic change-of-mind cancellation right; the seller will explain the stage reached and review a reasonable solution.

3. Non-conforming, defective or damaged product

Email the order reference, a clear description and, where useful, photographs. Do not send the garment until instructions are provided. Where the seller is responsible, reasonable return transport is arranged or reimbursed and the statutory remedies are applied without charge. Reporting a problem promptly helps preserve evidence but does not shorten mandatory legal time limits.

4. Alterations

An alteration needed because of a seller cutting, making or measurement-transcription error can be handled under the included alteration support described in the Terms. A paid alteration may be quoted for a later body change, an inaccurate remote measurement supplied by the customer, or a new style preference. Statutory rights take priority where the issue is legal non-conformity.

5. Refund method and timing

An approved refund is returned to the original payment method unless another method is expressly agreed and lawful. No customer is forced to accept store credit instead of a refund that is legally due. When a contract is terminated for late delivery under the applicable statutory procedure, the refund is made within 14 days. For another agreed refund, processing begins promptly; the bank or provider can take additional time to display it.

6. Ready-to-wear items if introduced

If a future item is sold without personalisation, its checkout will state the applicable 14-day withdrawal right, return deadline, return cost and model withdrawal form. This policy will be updated before such an item is offered. The personalised-goods exclusion is not applied merely because an ordinary product has been selected online.

7. How to request help

Contact customer care before starting a bank dispute so the atelier can investigate quickly; doing so does not waive any card, consumer or court right. Include the order/invoice reference and use no full card number or security code. Complaint escalation is explained in Guarantees & Complaints.