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?
Your payment is protected with 3D Security by providing an additional layer of authentication, so that during the checkout process, the issuing bank will determine if the cardholder’s identity is verified, or whether an additional authentication process is necessary. If this is the case, a process will be enacted whereby the issuing bank certifies the cardholder’s identity via SMS one-time passcode or other means.
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.
*Please note that we can only accept returns if the perfume box is still wrapped in cellophane and has not been opened. For this reason, you will find your 100ml fragrance in your parcel along with a 2.5ml sample, which will allow you to try the fragrance before opening the box. Please see our Returns page for more information. 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:
How can I create an account on Atelier Des Ors?
You can create your Atelier Des Ors customer account by clicking on " My account " in the menu at the top right of our site. Then click on "Register" and fill in your e-mail address and the mandatory information marked with an asterisk. A confirmation email will be sent to the email address you provided when you created your account. If you need any help or would like more information, please contact our Customer Relations Department.
How can I find my account password?
You can change your Atelier Des Ors account information from "My account" section. In the "Connection" section, click on "Forgot your password? Then enter your username/email address, and you will receive a link by e-mail to create a new password.
How can I change my personal information?
You can change your Atelier Des Ors account information from the "My account" section. Fill 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.