/ FAQ

FAQ

ORDERING

How do I place an order?
When you have found an item that you like, just select the size and then click ‘Buy Now’. If you would like to have it customized, click ‘Customise’. The item will be added to the shopping basket. Once you have chosen all your items, click on your shopping basket. Your complete order will be displayed. Click on ‘Confirm Order’ and follow the instructions for the ordering process.

What is an Empreinte ‘Atelier Lingerie’ account and how do I create one?
Your Empreinte ‘Atelier Lingerie’ account is a secure space where you can view a summary of your orders or change your personal details.
To create an Empreinte ‘Atelier Lingerie’ account, click on the icon in the top right-hand corner and complete the appropriate form. You will, in any case, be asked to create an account when confirming your order.

How do I know if my order has been placed?
After you have confirmed your order, you should automatically receive an email acknowledging your order with a summary of items purchased. You can track your order at any time by going to the ‘My Order Details’ section in your account.

How long does it take to process my order?
Orders are processed within 48 hours maximum. An email confirming shipment of your order will inform you about the expected delivery time of your parcel. You will receive an e-mail to inform you when your order is being prepared.

From which countries is it possible to order?
Deliveries are made to metropolitan France only (Corsica included). 

PAYMENT

Which payment methods are accepted?
You can pay for your items with a bank card. Only Visa and MasterCard are accepted.

Is the online payment system secure?
Yes. Your bank details are encrypted and sent to our server using the SSL protocol (Secure Socket Layer) and transferred in a completely safe manner to our bank, Crédit Agricole. They will not be stored under any circumstances.

Is there a delivery charge?
Free delivery applies for purchases of 150 Euro or more.

Delivery charges are:

CHRONOPOST:
- Amount: € 24.00 (tax already included)

SOCOLISSIMO:
- Amount: € 0 to €150 (tax already included): € 9.00 (tax already included)

Free delivery applies for all orders over € 150 (tax already included)

DELIVERY

What delivery methods are available?
Empreinte ‘Atelier Lingerie’ offers the following delivery methods:

Delivery by Colissimo to your home

Delivery by Colissimo to a pick-up point
To a French Post Office: you can choose your delivery location from amongst the 10,000 Post Offices located in metropolitan France.
Once your parcel has been carefully prepared by us, it will be delivered to you within an average delivery time of 2 to 4 days. You will be informed by SMS and email when it is ready to be picked up. You have 10 working days in which to collect it. After this period, your parcel will be returned to us. You can track your parcel’s progress at any time at www.colissimo.fr.

For pick-up deliveries, you can choose from amongst the 7,500 local businesses in the Pickup network, close to your home, place of work or holiday location, where you wish to have it delivered. Once a parcel has been carefully prepared by us, it will be delivered to you within the average delivery time of 2 to 4 days. You will be informed by SMS and email when it is ready to be picked up. You have 10 working days in which to collect it. After this period, your parcel will be returned to us. You can track your parcel’s progress at any time at www.colissimo.fr Delivery by Chronopost: The delivery will be made to your home with signature of receipt within two days (before 1 pm). Deliveries also take place on Saturdays.

Deliveries made by SoColissimo from Monday to Saturday.

Delivery by Chronopost:
The delivery will be made to your home with signature of receipt within two days (before 1 pm). Deliveries made by Chronopost from Monday to Friday.


When is my parcel dispatched?
Your parcel is passed onto your chosen courier so that it can be delivered to you as quickly as possible. You will receive an e-mail when your parcel leaves our warehouse.

How do I track my parcel?
We will send you an email once your parcel has been dispatched with a link that allows you to track your parcel. You can track your order at www.coliposte.net. Enter the number of the parcel shown on the email confirming shipment of your order in the ‘private individual account’.

If you have chosen delivery with Chronospost, you can track your parcel at http://www.chronopost.fr/fr by entering the tracking number shown on the email confirming the shipment of your order.


REFUNDS AND RETURNS

How do I return a non-customized item?
Empreinte ‘Atelier Lingerie’ only refunds items. If you have returned your item in less than 15 days after it was delivered, unused and in its original state with its original packaging, Empreinte ‘Atelier Lingerie’ will refund your order. We will credit your bank account with the total amount of the returned item. The complete procedure is explained in the documentation included in your delivery. The return request slip must be completed.

Can I return a customized item?
Customized items cannot be returned or refunded.

How much time do I have in which to return an item?
For all non-customized items you have a legal right to cancel your order within fourteen (14) days following the delivery of your order. Empreinte ‘Atelier Lingerie’ has extended that period to fifty (15) days from the date of delivery (the proof of delivery date held by the courier). Items must be returned in perfect condition, with labels attached, unused and unwashed and in their original packaging (original box and/or zipped pouch). Empreinte ‘Atelier Lingerie’ reserves the right to refuse a refund if the item does not fulfil all these conditions.

Who pays for the return postage?
If you are not entirely satisfied with your purchase, you have 15 clear days from the date the parcel was delivered in which to return the item(s) concerned. The return postage is offered. You will receive a Colissimo pre-paid return label.
Only items which are returned in perfect condition, with labels attached, unused and unwashed and in their original packaging (gift box and/or zipped pouch) with a completed return request slip will be accepted.

How do I exchange an item?
Empreinte ‘Atelier Lingerie’ does not exchange items. To change an item, you must return your purchase and then re-order.

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