If you are unavailable to receive your parcel, our carrier DHL offers several options to ensure you receive your item securely.
Delivery Attempts
To ensure the security of your order, a signature is required upon delivery. If you are absent when the courier arrives:
- Second Attempt: DHL will automatically attempt a second delivery on the following business day.
- Rescheduling: Use the link sent via SMS or email to choose a new delivery date through the DHL On Demand Delivery portal.
Parcel Collection
If the second delivery attempt is also unsuccessful, your parcel will be held at a nearby DHL Service Point for a limited period.
- Notification: The carrier will leave a delivery notice or send a digital notification with the address of the collection point.
- Requirements: To collect your item, you must present a valid form of identification and your delivery notice.
Return to Sender
If a parcel is not collected within the designated window, it will be automatically returned to our Atelier.
- Next Steps: In this instance, contact our team by clicking on Submit a Request to discuss the resolution for your order.
- Refund Policy: Once the parcel is received back at our Atelier, a refund for the item will be processed, noting that initial shipping fees are non-refundable.
Important Note
- Disputed Delivery: If your tracking indicates that the parcel has been delivered but you have not received it, or if you believe your package is lost, consult our dedicated guide: What should I do if my parcel is lost or disputed?.