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Before sending a message, check the frequently asked questions just below. You'll probably find your answer there in a few seconds.
Orders
Once your order is paid, you will receive a confirmation email at your email address. If your purchase is not completed, you will be notified by email. If you need further assistance, you can contact us via the contact page or send an email to venteschloeparis@gmail.com
After placing your order, you will receive an order confirmation in your email.
Yes, it's possible, provided the product hasn't yet been shipped. Once we've shipped the item (you'll be notified by email), you can return it upon receipt for a full refund. For more information, please see our product and refund policy. Please note that if you ordered multiple products and your order was split into multiple packages (partial delivery), you must cancel each package separately according to the order numbers you received.
You will always find the order number in the confirmation email and in all emails relating to the order.
- Les produits que vous avez achetés n'étaient pas en stock au moment de l'expédition. Dans ce cas, nous organiserons un remboursement ;
- Un problème est survenu lors de la vérification de vos informations de livraison. Veuillez essayer de revenir en arrière d'une étape dans le processus de paiement sur le site web et vérifier vos informations. Si tout est correct, contactez votre banque pour résoudre le problème de paiement. Si vous avez des problèmes avec la livraison, veuillez vérifier vos coordonnées. Si le problème persiste, veuillez nous contacter en soumettant un formulaire de réclamation sur notre page de contact ou en envoyant un courriel à support@eliseatelier.com. Nous vous répondrons dès que possible.
Shipping occurs when your order is split into multiple shipments and delivered as a partial shipment. This happens when products are shipped from our different warehouses. We will notify you by email if the order with the assigned tracking number has not yet arrived with all the items you purchased. Therefore, you will also receive notifications regarding the other products with their corresponding order numbers. So, don't worry – the remaining items will still arrive!
Delivery
Après le traitement du produit, qui prend généralement de 1 à 3 jours ouvrables, le délai de livraison moyen est de 8 à 12 jours ouvrables. Le délai de livraison peut varier en fonction de l'adresse de livraison, du moment de la commande et de la disponibilité desAfter product processing, which typically takes 1 to 3 business days, the average delivery time is 8 to 12 business days. Delivery time may vary depending on the delivery address, the time of order, and the availability of the goods at that time. But don't worry – we will keep you informed by email at every stage of your order. marchandises à ce moment-là. Mais ne vous inquiétez pas - nous vous informerons par e-mail de chaque étape de la commande.
Absolutely nothing! All orders with us are free. To offer the best value for money on the products we sell, we've decided to ship them directly from our suppliers. This allows us to save significantly on transport, storage, packaging, and shipping costs, and to offer our products at a fair price.
If you have received an item and it is: completely different from what you ordered; has manufacturing defects that render it unusable; or is already damaged, please contact us by email at venteschloeparis"gmail.com and our team will assist you. In this situation, several options are available: return the item to us and reorder it. In this case, we will cover the return shipping costs; or you can keep the item at a reduced price. In all cases, you must send us an email explaining the reason for the return, attaching photos and/or video footage (this will also help our team when the product is returned to the warehouse), and providing proof of purchase (order confirmation email with order number). You must send us this message no later than 30 calendar days after receiving the product. We will contact you within 24 hours of receiving your email to assess the situation.
If you have not received your order even though it is registered as delivered, please contact us at venteschloeparis@gmail.com and we will investigate and resolve the situation.
This usually happens because your order may have been split into several shipments and delivered partially. This occurs when products are shipped from our different warehouses. We will inform you via email that the order with the assigned tracking number did not arrive with all the items you purchased. Therefore, you will also receive notifications regarding other orders with their separate order numbers. So don't worry—the rest of the items will reach you! If you still have any questions, please do not hesitate to contact us by email at venteschloeparis@gmail.com.
Refund
If you wish to return or exchange a defective product, please first contact us by email at venteschloeparis@gmail.com so that we can assist you with the return process. To initiate the return, please send us an email with the following information: state the reason for the return, attach photos and/or videos (this will help our team during the return processing); and attach proof of purchase (order confirmation email with the order number).
Please note that a returned quality product must meet the following criteria: unused and undamaged (tags intact, protective film undamaged, etc. (this does not apply to returns of low-quality goods)); complete set (for example, jacket with travel bag, towel with bag); in neat and undamaged packaging (this does not apply to returns of low-quality goods); and in additional protective (shipping) packaging (for example, in a box or protective envelope). We will respond to your email within 24 hours of receipt and evaluate the situation.
If you have received the item(s) and it is:
- Completely different from the one you ordered
- Has a manufacturing defect and therefore cannot be used
- Is already damaged
Please contact us by email at venteschloeparis@gmail.com, and our team will assist you.
Please send us an email with a message stating the reason for the return and attach photos and/or videos (this will help our team process the return efficiently). Please also attach proof of purchase (order confirmation email with the order number).
For more information, please refer to our Returns and Refunds Policy.
Yes, you will receive a confirmation email from us once we have received the product at our warehouse.
Upon receipt of the returned goods or proof of shipping provided by the buyer, we will refund the price of the goods within 14 (fourteen) calendar days at the latest. Note that some banks may process the transfer within a period of 30 calendar days.
The product must be returned to us no later than 30 calendar days after the day of delivery.
For more information, please refer to our Returns and Refunds Policy.
Yes, you can return items from different orders together.
You will only receive a confirmation email regarding your returned order once it is in our warehouse. Also, verify that the email address associated with the purchase is correct.
Refunds are always issued to the same payment method used to place the order. If you no longer have the credit card you used for the purchase, we recommend contacting your bank for further assistance.
If you sent us products in several different packages, the returns will be processed at different times, and you will need to wait to receive the full refund. In any case, we will send you an email confirmation for each returned shipment.
During sales or promotion periods, if the total amount of your order exceeds 100€, no refund can be issued. In the event of a return, you will receive a voucher valid for the entire store.
Payments
You will find the 3-digit security code on the back of the credit card.
A credit card can be declined for several reasons. For example, due to incorrectly specified card information, an error when entering the bank card data, insufficient verification, or even a technical error on our website. Therefore, we recommend that you verify that everything is entered correctly.
Some banks may display both the initial authorization and the actual subsequent charge. This amount will be automatically released/refunded. If this is not the case, we recommend contacting your bank to request the cancellation of the pre-authorization.
Do you still need help? We're here for you.
If you didn't find your answer above, no worries — our team will get back to you quickly.
We respond within 12 to 24 hours, Monday through Saturday.
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