frequently asked Questions
We want to make your shopping experience as smooth as possible, so here are a few questions you might have about shopping on the Atelier Des Ors website.
Is it safe to buy online on atelierdesors.com?
Votre paiement est protégé par 3D Security qui permet un niveau supérieur d’authentification, de sorte que pendant le processus de paiement, la banque émettrice détermine si l’identité du titulaire de la carte est vérifiée ou si un processus d’authentification supplémentaire est nécessaire. Si c’est le cas, la banque émettrice certifie l’identité du titulaire de la carte au moyen d’un code d’accès SMS à usage unique ou d’un autre moyen.
What payment options are accepted on atelierdesors.com website?
The following methods of payment are accepted on atelierdesors.com:
credit cards (Visa, Mastercard, American Express) and Paypal.
Can I cancel or change my order?
Unfortunately, once you have placed and paid for your order, you will not be able to change or cancel it. If you encounter any problem with your order, please contact Customer Service, that will do everything to help you the best possible way.
Where do you deliver to?
We send our perfumes internationally*. However, it is preferable to check with your country's regulations whether it is possible to receive perfume and what customs duties may be payable. Atelier Des Ors accepts no responsibility for these costs.
*Except in the following countries: Australia, Bahrain, Canary Islands, Belarus, Russia, Mexico, Ukraine and Brazil.
How much does it cost for delivery?
Worldwide delivery is free of charge.
However, please note that WE WILL NOT BE LIABLE FOR ANY CUSTOMS CHARGES OR DUTIES THAT MAY BE INCURRED.
How long does the delivery take?
All orders are sent by standard Colissimo with signature. However, delivery times may vary depending on the destination: - For France: Deliveries may take up to 5 working days. - For Europe: Delivery may take up to 10 working days. - For the rest of the world: Deliveries can take up to 30 working days.
How do I know my order has been sent?
You will receive a confirmation email as soon as your order has been sent.
How can I track the delivery of my order?
Once your order is sent, you will receive a confirmation e-mail with a tracking number so that you can follow its progress. If your delivery is in France, you will also receive a text message on the phone number you gave when ordering, with a link to track your parcel.
I placed an order but I have not received my package. What can I do?
If you have received the e-mail to confirm your order was sent, and the delivery time exceeds the stated delivery time (up to 5 days for France, 10 days for Europe, and up to 30 days for international orders), please contact our customer service department via our Contact page.
What do I do if the package looks damaged when I receive it?
If you are present on delivery, do not accept the package and inform us immediately on the Returns page. If it is delivered to you, please contact us on the Returns page with your details.
How do I return my order?
If you wish to return your order, please check the conditions of eligibility for returns*, and contact our customer service directly on the Returns page by filling in the form. Please note that you will be responsible for the cost of the return.
We will send you an email with the details of your return and the address to send the parcel to.
*Veuillez noter que nous pouvons accepter les retours uniquement si la boite du parfum est toujours sous cellophane et n’a pas été ouverte. Pour cette raison, vous trouverez dans votre colis votre parfum 100ml ainsi qu’un échantillon de 2.5ml, qui vous permettra d’essayer le parfum avant d’ouvrir la boite. Veuillez consulter notre page returns pour plus d’informations.
How long will it take to receive my refund after my return?
Once your parcel has been received by our customer service department, and provided that the perfume box has not been opened (find out more on Returns) page, your order will be refunded within 5 working days.
How can I contact Atelier Des Ors?
If you have any queries, please contact our customer service department via our Contact page. We will get back to you within 48 hours from Monday to Friday.
Are Atelier Des Ors fragrances vegan?
Here is the list of our vegan fragrances, which contain no ingredients or by-products of animal origin:
– Kawa Karda EXTRAIT
– Cocoa Kimiya EXTRAIT
How can I create an account on Atelier Des Ors?
You can create your Atelier Des Ors customer account by clicking on My Account » située dans le menu en haut à droite de notre site. Cliquez ensuite sur « S’enregistrer » et renseignez votre adresse mail ainsi que les informations obligatoires signalées par un astérisque. Enfin, cliquez sur « Valider » Un email de confirmation vous sera envoyé à l’adresse mail fournie lors de la création de votre compte. Si vous avez besoin d’aide ou si vous souhaitez de plus amples informations, veuillez contacter notre service client via la page Contact Page
How can I find my account password?
Vous pouvez modifier les informations de votre compte Atelier Des Ors depuis la rubrique « My Account« . Dans la section « Connexion », cliquez sur « Mot de passe perdu ? ». Renseignez ensuite votre identifiant/adresse mail, et vous recevrez un lien par e-mail pour créer un nouveau mot de passe.
How can I change my personal information?
Vous pouvez modifier les informations de votre compte Atelier Des Ors depuis la rubrique « My AccountFill in your username and password and, once you have logged in, go to the "Account details" section to modify information and/or change your password.
How can I delete my Atelier Des Ors account?
If you wish to delete your account, please contact our Customer Service Department who will help you with the necessary steps.
How can I subscribe to Atelier Des Ors newsletter?
To subscribe to our newsletter, please scroll down to the bottom of the Homepage. You can fill in your email address in the “Newsletter” option.
How can I unsubscribe to Atelier Des Ors newsletter ?
If you wish to unsubscribe from our newsletter, click on the link at the bottom of each Atelier Des Ors newsletter.
Where can I find an official Atelier Des Ors reseller near me?
If you wish to discover our fragrances in store, find the nearest Atelier Des Ors official reseller on our Resellers page.