Terms of service

General informations

Any order placed on our websites requires the customer to accept the General Conditions of Sale in their entirety in advance and without reservation.In case of disagreement with the General Conditions of Sale, the customer must not use our services or our website.Atelier Création reserves the right to adapt or modify the General Conditions of Sale at any time and without notice.

The validity of the general conditions of sale

All our offers, products and services are based exclusively on the following general terms and conditions, even if accessed from outside the United Arab Emirates. Terms and conditions that deviate from or are contrary to these general terms and conditions will not berecognized by the seller and will not apply.

The Company also ensures that their acceptance is clear and unreserved by setting up a checkbox and a validation click. The Customer declares to have read all of these General Conditions of Sale, and where applicable the Special Conditions of Sale linked to a product or service, and to accept them without restriction or reservation.
The Client acknowledges that he has received the necessary advice and information to ensure that the offer meets his needs.

The contractual information is presented in detail and in French. The parties agree that the illustrations or photos of the products offered for sale have no contractual value.

Price

For all products shipped outside the European Union and/or French overseas territories, the price is automatically calculated excluding taxes on the invoice. Customs duties or other local taxes, import duties, or state taxes may be payable in certain cases. These duties and amounts are not the responsibility of the Seller. They will be borne by the buyer and are their responsibility (declarations, payment to the competent authorities, etc.).

The Seller reserves the right to modify its prices at any time, while guaranteeing the application of the price indicated at the time of the order.

Availability

If an item is unavailable for a period of time, you will be immediately notified of the expected delivery time and the order for this item may be cancelled upon simple request. The Customer may then request a credit note for the amount of the item or a full refund and cancellation of the order.

Delivery

Delivery will be made to the address indicated by the Customer when ordering and within the timeframes indicated. These times do not take into account the order preparation time. When the Customer orders several products at the same time, these may have different delivery times.

For the purpose of proper execution of the order, the Customer undertakes to provide his/her identification details truthfully and accurately at the time of placing the order. The Seller reserves the right to refuse the order, for example for any abnormal request, made in bad faith or for any legitimate reason. In the event of an address error on the part of the customer, Atelier Création will not be able to make any modification to it and cannot be held responsible for an impossible or erroneous delivery,

Atelier Création cannot be held responsible for delays, losses, or thefts of packages caused by the Post Office or Mondial Relay. No compensation is provided in these cases, except in exceptional cases (loyal customer, significant loss, etc.).We cannot be held responsible for delays by the carrier you have selected, nor for breakages caused by it.Our responsibility ends when your package is dropped off. However, please feel free to write to us if you encounter any problems with your package so we can help you.

Payment

Payment is due immediately upon ordering, including for pre-ordered products. The Customer may pay by payment card. Cards issued by banks domiciled outside France must be international bank cards (Mastercard or Visa). Secure online payment by credit card is carried out by our payment service provider. The information transmitted is encrypted in accordance with the rules and cannot be read. By providing their banking information during the sale, the Customer authorizes the Seller to debit their card for the amount relating to the indicated price. The Customer confirms that they are the legal holder of the card to be debited and that they are legally entitled to use it. In the event of an error, or if it is impossible to debit the card, the Sale is immediately and automatically terminated and the order canceled.

Intellectual property rights

The trademarks, domain names, products, software, images, videos, texts or more generally any information subject to intellectual property rights are and remain the exclusive property of the seller. No transfer of intellectual property rights is made through these General Terms and Conditions.

Atelier Création owns the intellectual property rights or holds the rights of use on all elements accessible on the site, in particular the texts, images, graphics, logos, icons, sounds, software.

Any total or partial reproduction, modification or use of these goods for any reason whatsoever is strictly prohibited.

Any unauthorized use of the site or any of the elements it contains will be considered as an infringement and will be prosecuted.

force majeure

The performance of the seller's obligations hereunder is suspended in the event of the occurrence of a fortuitous event or force majeure which would prevent its performance. The seller will notify the customer of the occurrence of such an event as soon as possible.

Modifying or canceling my order?

It is not possible to cancel or modify an order once payment has been made. The buyer is responsible for verifying the entirety of their order as well as the personalization provided before confirming it.

Event Date

Estimated delivery times, with an expected delivery date, are clearly indicated on the product sheet of each item at the time of ordering. By choosing your delivery and manufacturing method, you agree that these delivery times are given as an indication: no specific date is guaranteed. We decline all responsibility for any delays, whether related to manufacturing or delivery, and no refunds or cancellations may be requested for this reason. It is your responsibility to place your order sufficiently in advance according to your event. We are unable to know or verify everyone's personal dates.

For urgent orders, an “express preparation” option is available on each product sheet to speed up the preparation of your order.

Can I return my order?

Atelier Création reserves the right to accept returns for exchange or refund in the form of a credit note if the products have not been used and are returned in their original packaging within 7 days of delivery. No exchange or refund will be made for products returned in opened or damaged packaging.

For eligible refunds, Atelier Création will refund the purchase price of the product(s) in the form of a credit note, less the initial shipping costs. The customer may also be charged a €5 return processing fee.

Return shipping costs are the customer's responsibility and are non-refundable. We recommend using a tracking service to ensure the package arrives safely at our warehouse. If your returned order is lost in transit and there is no tracking available, Atelier Création cannot be held responsible for the return and may be unable to refund, exchange, or credit you.

Atelier Création reserves the right to refuse reimbursement if the return conditions are not respected and if the product is not in good condition upon return to the warehouse.

To request a return, please contact us via the contact form.

Return form and address

If your request is approved, your credit note will be processed and automatically sent to the email address you provided when placing your order. In the event of a return, the credit note will be generated as soon as the package has been received and inspected at our warehouse.

Please download the return form by clicking here, complete it and include it in your package.You will complete and print it to include in your package. Without the form in your return package, it will be impossible for our warehouse to identify it and will not be able to be processed.

Please email us before sending any items and wait for us to provide you with a return address.

Products not conforming to the order or defective

If you have received a different product than the one you ordered, a damaged or defective product, we ask you to kindly provide us with the details (with photo) within 72 hours of receipt via the contact form.

We will verify whether an exchange or credit is possible and provide you with the appropriate instructions. Please include your order confirmation number in the subject line of your email so we can easily locate your order and process your request quickly.

Missing Items

Please contact our customer service within 72 hours of delivery of your order via the contact form, so that we can take care of replacing missing products or offer you a credit.To do this, please include your order confirmation number in the subject line of your email so that we can easily find your order and process your request quickly.

Sale or promotional items

Only regular-priced items are eligible for a credit note. Unfortunately, items on sale, with a promotional code, or on sale are not eligible.

Deadline for returned packages - not collected

Return conditions in the event of non-collection of your package from the selected relay point or post office during its waiting period.

When the item is delivered to the relay point by the carrier, it may remain between 1 and 2 weeks depending on the relay point. It is the buyer's responsibility to know the conditions of their relay point or to provide a valid telephone number and email address when ordering to benefit from efficient tracking and to be informed of the availability of their package at the relay point as well as the number of days they have to collect their package.

The buyer has one month from the date of receipt of the package at the workshop to request a return. Return costs will be borne by the buyer. After this period, the package cannot be returned to the buyer and the items cannot be refunded.

Orders collected on site by hand delivery

Any order collected directly from the workshop by hand delivery must be checked on site by the customer upon collection. In the event of refusal by the customer to check their order on site, Atelier Création cannot be held responsible for any damage, defect, breakage, etc. observed after leaving the workshop. Once the order has left the warehouse, no claim or legal action can be taken against Atelier Création, and the company will be released from any liability regarding the order.

Return request and tailoring

Several types of products cannot be returned, canceled, exchanged or modified:
  • All personalized items: our creations being personalized orders, made according to specifications or clearly personalized, the remote buyer does not have the possibility of withdrawing or modifying his order once the order has been placed.
  • Guest gifts are tailor-made and personalized gifts, specially made by hand for you following validation of your order.
  • This also applies to the “compose your box” which is tailor-made to the customer’s request.
  • As well as all of the following items: custom made items,trousseau items (trousseau baskets, princess boxes, etc.), prayer robes, veils, qamis and other textiles.

Orders placed are non-refundable and non-cancellable. Any returns for reasons not due to our error will not be eligible for a return or refund.

In the event of a request to cancel an order, no refund can be made, however a credit note may be issued subject to acceptance by the seller.

Bank charges for international payments

Our company is domiciled in the United Arab Emirates. As such, some banking institutions may apply additional fees upon payment, due to the international nature of the transaction.

These fees are charged exclusively by your bank and do not come from our company. Banks like Boursorama, Revolut, or other neobanks generally do not charge any fees, but this depends on your banking contract.

We are not responsible for these bank charges. If you notice any on your statement, please contact your bank directly for an explanation or to request a refund.

Respect and Use Policy

Our team works hard and committed every day to provide quality service. To maintain a calm and respectful environment, any message containing insults, threats, or disrespectful remarks will not be responded to.
We also reserve the right to suspend or block access to our services to anyone who exhibits incivility or abusive behavior towards our team, immediately and without warning.

We do not tolerate any disrespectful behavior towards our team. Our advisors are human, they deserve to be treated with respect.

Contact

The head office is located in Sharjah, UAE, therefore the seller follows the laws of the United Arab Emirates. For any additional questions, the seller is available and will be happy to assist you. Their customer service team is available via the contact form.