FAQ - Frequently asked questions
1. How does a return work?
You can return a product within 14 days without giving a reason. The condition is that the goods are returned clean, unworn and undamaged. Please use the return label enclosed in your parcel. Return shipping is free of charge within Germany.
2. Create your own return label
You can easily and conveniently create a return label via your customer account, log in or create a new customer account.
Our team will be happy to help you. Send us a message using the chat function (bottom right of the screen) on the page. If the chat function is not visible to you, send us an email with your request and order number or invoice number in the subject line to help@atelierx.com.
3 Where do we ship to?
We ship throughout Germany (2-4 working days), Austria (2-8 working days), Switzerland (2-8 working days), other European countries (2-8 working days) and the United Kingdom (UK) (2-8 working days). Shipping is carried out with DHL GoGreen or DHL Express with shipment tracking.
4. Shipping costs
The shipping costs for Germany are 6.00 EUR. For Austria, Switzerland and other European countries 16.00 EUR. Shipments to the United Kingdom (UK) amount to EUR 26.00 plus customs duties, which are borne by the customer. The customer bears the costs for return shipments from abroad.
5. Payment
ApplePay, Klarna, PayPal, Sofort (von Klarna), iDEAL, Bancontact, Kreditkarte (Visa, MasterCard, American Express)
6. Where can I find my online invoice?
You will receive your invoice by email.
7. Can I cancel an order?
Once we have received your order, it can no longer be cancelled.
Your options are to refuse to accept the parcel or to return it within 14 days after trying it on
8. Can I change my order at a later date?
Once we have received your order, it can no longer be changed.
Your options are to refuse to accept the parcel or to return it within 14 days after trying it on.
9. How do I contact customer service?
Our team will be happy to help you. Send us an email with your request and order number or invoice number in the subject line to help@atelierx.com.
10. When will my return be credited?
Within 14 days of receipt of the goods, provided that the goods are clean, unworn and undamaged
