FAQ

Shipping

What is our shipping policy?

We send our packages out within 2 business days after your purchase is being completed. We ship globally across various carriers, and in most cases, will deliver within 4 to 7 business days.

Shipping rate include insurances unless stated otherwise. You will receive an email with a link to your tracking number when your order ships.

Please note that all customers outside of the country of origin are responsible for any taxes, duties or fees associated with the shipment. You can read more about our international shipping policy on ourTerms and conditions page.

I’d like to ship my order to two locations, is that possible?

Currently, you are only able to ship to one location per order. To ship to multiple locations, we suggest placing multiple orders.

My order had more than one items. Will they be shipped together?

Yes

How can I change my shipping address?

Reach out to our team at info@lateliertouche.com and we will help make that change if your order hasn’t been ship already.

Return

What is l’Atelier Touché return policy?

You can return your items within 15 days of receiving the order for a full refund on the merchandise cost. The returned item must not be used, and must still in the original packaging with the label tag attached.

 Upon receiving and inspecting your item, we will offer you a refund or a credit for future purchases. We do not refund original shipping charges. Please email us at info@lateliertouche.com.  You will be responsible for the return shipping charges.

Specific items due to the custom nature of their fabrication process may not be eligible to return. In this case, it will be clearly mentioned on the product description page. If you purchase a custom or on sale product, we do not accept returns or exchanges.

How do I return my product?

We recommend all returns to be sent insured and with tracking as we cannot be held responsible for lost or damaged products. Returns that are damaged, soiled or altered may not be accepted and sent back to the customer. Please allow 7 days for your return to be processed.

Placing an Order

What happens after I place an order?

After you place an order, we coordinate with our international carrier the shipment of your product.

When can I expect to receive my order?

You can expect to receive your order within 4 to 7 days after the payment has been received.

Which payment options can I use?

We accept payments through various credit cards, including Visa, MasterCard, American Express. We also accept bank transfer payment, if you are more comfortable with that last option, please send an email to our customer service at info@lateliertouche.com with the details of your cart.

Existing Orders

How can I check the status of my order?

Our team will send you email status updated as your order is being ship along with the carrier details and the parcel tracking number.

My order arrived, but there's a problem with it.

We’re very sorry to hear that. Please reach out to info@lateliertouche.comand someone from our team will work with you to resolve the problem.

Products

Do you provide custom design service?

Yes, we offer custom design service. To learn more about our custom work and how to proceed, contact our sales department at info@lateliertouche.com.

Where can I find information on care instructions?

The product care instructions will be sent out with your shipment. If you’re unable to track them down, write us at info@lateliertouche.com and we will pass them along.

I need more detailed information about the characteristics of my items?

Our product data sheets contain as much detail as possible, so you have a maximum of information. If you still cannot find the information you need, our Customer Service will be happy to answer your questions.

Manufacturing Variations
L’Atelier Touché pride itself in offering only handstitched items and as such they are subject to the following variations, which are not considered faults or defects:

Size: Being a handmade item, the size can vary by +/-3% from the size ordered. This is a standard industry allowance.

Colour: Every effort is made to ensure there is minimal colour variation however some variation can be expected.

Fading: Placing clothes in direct and continuous sunlight will cause them to fade. Charcoal colour products will fade in natural light/sunlight. Some colour may transfer on light coloured surfaces.

Design & Construction: There may be minor variations that are evident, which is due to the fact that the product is a handmade item.

Personal information

How does L’Atelier Touché guarantee the security and confidentiality of my personal data?

We use physical, electronic and administrative processes to protect the data you give us. On all web pages that require you to enter personal information, we use SSL (Secure Socket Layer) encryption.
We strongly advise you to take all necessary precautions to protect your personal data when you use the Internet. Change your password frequently, use a combination of letters and numbers and be sure to use a secure browser.
For online shopping, L’Atelier Touché recommends that you use an SSL-compatible browser such as Internet Explorer, Firefox or Mozilla on PC, or Safari on Mac OSX. That way, your personal information and credit card number will be transmitted confidentially.

How can I change my personal data?

You have the right to access, rectify, oppose the use of, and delete your personal data, under the "Data Protection and Freedom of Information Act" of 6 January 1978.

Our check-out is coming soon! In the meantime, feel free to contact us at info@lateliertouche.com to order your favorite pieces Dismiss