Shipping & Returns
Shipping and Delivery Q&A:
Q: When will my order be processed?
Orders placed Monday - Thursday before 3PM PST (excluding holidays) will be processed in 3-4 business days.
Orders placed Friday - Sunday (excluding holidays) will be processed on the following Monday.
Q: When will my order be shipped?
10-14 business days for domestic order. (Due to Covid, our carrier partners are experiencing delays and it may take longer than usual for your order to arrive.)
10-20 business days for international orders.
*We are not responsible for any fees related to international customers paying to receive their packages.
Q: Are duties and taxes included in my order total?
Deliveries to some countries are shipped DDP (Delivered Duty Paid), which means there is nothing for you to pay upon delivery. Duties and taxes are calculated based on the items you ordered, the destination country and the value of your purchase. This is then added to your shopping cart total, duties and taxes are non-refundable. If you have any other questions about duties and taxes, email us email@example.com
Duty and tax charges are determined by your local customs authorities and based on:
The Sales Tax applied by your country for purchases coming from the U.S.
Duties charged for processing by your country.
Q: How will my order be shipped?
Orders are shipped by either USPS or DHL. In some cases, packages may be sent by UPS or FedEX. Upon shipment, you will receive a notification email to inform you that your order is on the way along with tracking information.
If you do not receive a tracking number with your email confirmation, please contact Customer Care at firstname.lastname@example.org.
Q: Do you offer 2-day shipping, expedited orders, or overnight shipping?
At this time, we do not offer 2-day, expedited shipping, or overnight shipping.
*Atelier Chatelier is not responsible for lost or stolen packages once tracking information reports delivered to address provided or any fees related to international shipping. Please contact your local USPS for help on recovery of packages reported delivered via your tracking email.
Return & Exchange Policy Q&A
All custom-made dresses are final sales!
What is the expiration date for my store credit from my return?
If you have received store credit for a return, there is a one-year period (from the issue date) prior to expiration.
We offer a pre-paid shipping label for any domestic orders in the U.S. which will be deducted from your refund amount. Please email us at email@example.com if you would like to return any (items) and we will provide you with a pre-paid shipping label.
How to return item(s) for international orders?
Pre-paid shipping labels are unavailable for international orders. If you have placed an international order, you will be responsible for any return shipping fees, including duties and taxes. Please be sure to send the item back using a trackable shipping label within the 7 day return period. Any items sent back without a trackable shipping label will be automatically returned to the customer.
We offer exchanges only on quality issues on the original style(s) purchased. In order to exchange an item please return the original item(s) for a store credit and place a new order. For Return lable, please contact firstname.lastname@example.org.
All sale items and accessories are not eligible for returns or exchange. Any Final Sale items that are sent back will be automatically shipped back to you.
Regular priced items bought using promotional codes are eligible for exchange or store credit.