Return policy

In accordance with the provisions of Article L 221-5 of the Consumer Code, the Buyer has the right to withdraw without giving any reason, within fourteen (14) days. Our policy therefore lasts 14 days from the day of receipt of your package. If 14 days have passed since receiving your package, unfortunately we cannot offer or accept a refund or exchange.

We cannot be held responsible for the delays of the carrier you have selected, nor for any breakage caused by it. Our responsibility stops when your package is deposited.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To make a return under your right of withdrawal, you must submit your request by sending us an e-mail to our after-sales service at the following address: ateliercreationfr@gmail.com

Any item that is not in its original condition, that is damaged or that has certain parts missing for reasons that are not due to an error on our part will not be eligible for a return or a refund. . The same applies to any item returned more than 14 days after delivery.

The seller will carry out a check before accepting any refund.

The seller reserves the right to refuse the return or refund if the return conditions are not respected.

We would like to inform our customers that the costs of return shipments to the seller are the responsibility of the Customer and will not be reimbursed. Indeed, in case of partial or total return of your order, the initial shipping costs will not be refunded.

Several types of products cannot be returned, refunded or exchanged:

• All personalized items: our creations being personalized orders, made according to specifications or clearly personalized, the remote buyer does not have the possibility of retracting once the order has been placed.

• All items made by hand or indicated "to order" in the product sheet of our website.

Indeed, these items have been made especially for you and at your request when placing your order. It is the same for tailor-made confections such as guest gifts or made-to-order confections such as keychain baskets for example. We inform Customers that in accordance with the provisions of Articles L. 221-18 to L. 221-28 of the Consumer Code, the right of withdrawal cannot be exercised for items with customizations or made to order and / or according to specifications. client.

Once your return has been accepted, after we have received the item and inspected it, we will send you an e-mail to confirm that we have received it. We will also notify you of our decision to approve or reject your refund request. The item must be in perfect condition: unused, in new condition, in its original packaging, unstained and undamaged.

If your request is approved your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 7 business days.

Please download the return form by clicking here, complete it and slip it into your package.

You will complete it and print it to insert it in your package.
Please return your package using colissimo to generate the shipping label.

The address for your returns is:
Please contact us by email to receive the full shipping address. Please send us an email before any shipment and wait for us to provide you with a return address.

Return conditions in the event of non-recovery of your parcel in the selected relay point or at the post office during its period of instance.

When the item is delivered to the relay point by the carrier, the latter can stay between 1 and 2 weeks depending on the relay point. It is the responsibility of the buyer to know the conditions of his relay point or to provide a telephone number and a valid e-mail address when ordering to benefit from an effective follow-up and to be informed of the availability of his package. at the relay point as well as the number of days he has to collect his package.

It is the same for parcels that are sent by La Poste . Depending on the post office, the processing time can vary between 14 and 30 days.

Once the package has been received, the seller will contact the buyer to find out his wishes. The buyer must respond to us within 72 hours.

• he wishes his package to be forwarded: in this case the shipping costs will be borne by the buyer.
• he wishes the order to be cancelled, but only for eligible items and not excluded by the return policy under the right of withdrawal, namely items not made to measure as part of an order for an item "on order" or personalized. If this option is chosen, the refund will be made after deduction of the initial shipping costs advanced by the seller.

Made to measure concerns all items made by hand and indicated in the product sheet "to order" when ordering.

These have been specially made for you and at your request when you placed your order. It is the same for tailor-made and personalized confections such as guest gifts, they are specially made for you following the validation of your order.

Once the order has been placed, items made to measure, personalized or mentioned "on order", as well as guest gifts, cannot be canceled, taken back, exchanged or refunded.

Also thank you to be aware that it is not possible to cancel your order once payment has been made.