FAQ

This is perhaps the question we receive most frequently from our customers. Unfortunately, for logistical reasons and because of our work schedule, it is not possible to visit our atelier to buy, exchange or try on products.

In our atelier we also do not have all the products we offer on our website, as we make the products based on the orders we receive on a daily basis.

All our products have a detailed size chart where you can find the size of our products. You can use these measurements as a reference to compare the measurements with your favorite garment.

We receive many requests every day from customers who want to order bespoke products and we are of course pleased to hear that they like the way we work.

Unfortunately, we are unable to offer this service as we spend 100% of our time manufacturing and designing our products and therefore cannot take the time we need to customize them.

• CANCELLATION:

The item may be returned as long as it still has all labels, is unworn and unwashed. It must be sent in its original condition to the following address:

Diego Pontecorvo
Metastrasse 14
10317 Berlin
Berlin, Germany

Cancellation of ordered items is possible within 14 days after delivery of the goods. You can find all information about your right of withdrawal here.

IMPORTANT: Do not include "Atelier Odenoir" in the shipping address!

• EXCHANGE:

The item you wish to exchange must be reordered. Unfortunately, it is not possible to exchange the item directly or to offset it against a replacement item. 

IMPORTANT:

Please always use a shipping method that allows you to track the package. Please send us the tracking number by e-mail, as the post office unfortunately often does not announce the arrival of parcels and forwards them to parcel stores, branches or simply to neighbors. 

We are not liable if the parcel is accidentally returned to the customer because it was not picked up due to missing shipping information.

Refunds will normally be made within 10 working days after we have received and confirmed your return. The money will be refunded using the same payment method that you used to make the purchase.

We can deliver to German packing stations if you provide us with all the necessary information such as the number of the packing station and the postal number.

You can find more information at:

DHL-Packstation

You can find all information about our shipping costs here: Shipping.

The time it takes to process your order until it is ready for shipment depends on the type of product and is indicated separately on each product. Once we have handed over the product to the post office, shipping times vary depending on the destination and the post office.

A tracking number is provided with each order so that you can track your package and know the delivery dates better.

All information about the accepted payment methods can be found here: Payment Methods

Yes, of course! When we process your order, we will send you the invoice by e-mail.

There are different customs and tax regulations for each country. Within the European Union, prices include the VAT of the country of delivery.

When purchasing items from another country outside the EU, additional charges may apply, depending on the import taxes and/or customs duties in your home country.

If you have any questions or suggestions, you can contact us via our e-mail: info '*at*' atelier-odenoir.com