FAQ: Frequently Questions
Questions?
Do you have any questions? Do not hesitate to contact us, our sales service is at your entire disposal!
We will answer you as soon as possible (a few hours maximum).
contact@atelierdelahousse.fr
Here are the questions you often ask us:
About Us
Is your customer service based in France?
The premises of our customer service are indeed based in France, in the Grand is more precisely region. Advisers who answer your questions via email or cat, are French and based in France.
Where are our covers made?
Our production and shipping warehouses of our covers are located in Asia and Spain.
Order
How do I know if my order has been registered?
You receive an order confirmation email shortly after having validated it. Also remember to check in your spam, the mail can possibly accommodate it. If you have not received your confirmation, it means there is a problem. If so, contact our customer service by email.
What happens if I communicate bad information?
If you have provided incorrect information such as the delivery address, the e-mail address or the phone number, please contact our customer service as quickly as possible so that we can modify your information before l 'Sending your order.
Can I change my order after placed it?
Yes, we can change your order within 12 p.m.. Contact our customer service as soon as possible to get help.
Can I cancel my order?
If you want to cancel your order, contact our customer service by email quickly. However, if we have already shipped your order, we will not be able to cancel it and you will have to return (see section "Back"). In this case, costs may be applied.
My order is not complete
Since we have different storage places, you may receive your products in different packages. So don't worry if you don't receive everything at the same time.
Our means of delivery are 5-10 working days after shipment. Some packages may take a little more time than that.
However, if you have still not received your package after 35 working days after ordering, then we reimburse you in full and you can keep the object when you receive it.
Contact us at contact@atelierdelahousse.fr To report an article not received.
Payment
What are the authorized means of payment?
You can pay your purchases by MasterCard, Visa, American Express and Paypal. We are particularly careful that each payment is secure, and each transaction is protected by Safekey 3D Secure.
Delivery
In which countries do you deliver?
We deliver our products to mainland France (Hors Dom-Tom), Belgium, in all other European countries and Canada.
What are the delivery costs?
Shipping costs are offered for orders from € 60 purchase. If the total of your order is lower than this amount, the shipping costs amount to € 4.90.
What are the delivery times?
We deliver throughout Europe with a deadline for approximately 5-10 working days after shipping. World delivery depending on the zones, from 5 to 25 working days.
There may be an additional processing deadline for one to 3 days in the event of high demand as well as a transit period which is generally 5 to 12 working days for France and Belgium.
We are by no means responsible for delays caused by stopping or slowdown in transport causes viruses, extensive controls, state blockages, manifestations or any cause external to our good will.
We are working with the Post Office, and we do not offer for the moment, not delivery in relay points.
How is my order shipped?
Delivery is made in mailbox with automatic follow -up (no need to be present).
Deliveries are always made to the address indicated at the order. Delivery in relay point is not yet possible.
The service is provided by post or an annexed carrier in France, Belgium, Luxembourg, European countries and Canada.
You will receive a solid opaque neutral package. Your orders can happen in several separate packages.
How can I follow the delivery of my order?
You will receive emails at the various steps in your order (order, payment, confirmation, shipping ...).
The follow -up is ensured, you will receive a monitoring number by email to follow the progress of your package. Also remember to check in your spam.
You can also directly follow your shipment to your account with Arrival, an integrated tracking application that locates your package in real time.
If you want to ask us a question:
contact@atelierdelahousse.fr or with the contact form.
By mentioning the order number and your email address.
What happens if I don't receive my order?
If you have not received your order, please check if the information you have provided are correct on your order confirmation. If the information is correct, we invite you to contact our customer service by email and we will help you.
The article I received is broken/defective
Despite our demanding selection of trust carriers, your package may come damaged.
In this case or in the case of a design defect, contact us contact@atelierdelahousse.fr with the following details:
- Your order number
- The description of the problem (erroneous / defective article, ...)
- A photo or a video
Back
What is the return time?
You have the possibility of returning an item to us within a 14-day time after receipt of it. If 14 days have passed since the reception of your purchase, we unfortunately cannot offer you a refund or an exchange.
How to go back to my articles?
To be able to benefit from a return, your article must be unused and in the same state where you received it. It must also be in the original packaging.
Contact our customer service by providing your order number. You will find your order number on the order confirmation email that we have sent you.
Just fill this return form. Sign it and then send it with your package to the address we will tell you when you write to our support.
What are the return costs?
It is up to you to pay your own shipping costs to return your item. Shipping costs are not refundable. If you receive a refund, the return costs will be deducted from it.
Depending on where you live, the time required to receive your exchange product may vary.
If you send an item worth 75 €, you should consider using a delivery service that allows you to follow the sending or subscribe to delivery insurance. We do not guarantee that we will receive the article you turn to us.
Can I exchange an article?
We only replace an article if it is defective or damaged. If in this case you wish to exchange it for the same article, send us an e-mail to contact@atelierdelahousse.fr.
How to be reimbursed?
Only items at current prices can be reimbursed. Unfortunately, the items are refundable.
Once we have received and inspected the article returned, we will send you an email to confirm that we have received it. We will also inform you of our decision regarding the approval or rejection of your refund request.
If your request is approved, then your refund will be processed, and a credit will be automatically applied to your credit card or to your original payment method, within a certain number of days.
Late or missing reimbursements (if applicable)
If you have not yet received your refund, please consult your bank account again.
Then, contact the entity issuing your credit card, as there could be a delay before your refund is officially displayed.
Then contact your bank. There is often a necessary processing period before a refund is displayed.
If after doing all these steps, you have still not received your refund, please contact us at contact@atelierdelahousse.fr
What about gifts?
If the turned item was identified as a gift when purchasing and if you were sent to you directly, you will receive a gift of a value equal to that of your return. Once we have received the returned article, a gift voucher will be sent to you by mail.
If the item was not identified as a gift during the purchase, or if the gift of the gift preferred to receive the item first to offer it later, we will send a refund to the gift of the gift And he will know that you have returned the article.
Offers and promotions
How if my promotional code does not work?
Check the right entry and expiration date for your promotional code. If it still doesn't work, contact our customer service.
Security
Is my information secure?
To protect your personal data, we take reasonable precautions and follow the best practices in the industry to ensure that it is not lost, diverted, consulted, disclosed, modified or destroyed inappropriately.
If you provide us with your credit card information, it will be encrypted through the use of the SSL security protocol and kept with an AES-256 type encryption. Although no method of transmission on the Internet or electronic storage is 100 %safe, we follow all the requirements of the PCI-DSS standard and implement additional standards generally recognized by the industry.
