A parcel may be returned to our workshops if the carrier is unable to complete the delivery after several attempts or if the collection window has expired.
Common Reasons for Return
Our partner, DHL, might initiate a return to sender for several reasons:
- Incomplete Address: The delivery information was missing essential details, such as an apartment number or access code.
- Unsuccessful Delivery Attempts: The carrier attempted to deliver the product multiple times, but no one was available to provide the required signature.
- Unclaimed at Service Point: The parcel was held at a DHL Service Point for the maximum duration (typically seven days) and was not collected.
- Refusal of Customs Charges: For international orders, if the recipient declines the local taxes or duties, the parcel is automatically returned.
Next Steps
If your tracking indicates that your parcel is being returned to the sender:
- Provide our team with your Order Number and complete, accurate delivery address.
- Once the parcel's return to our Atelier is confirmed, we will help organise a redelivery or a refund.
Contact us by clicking on Submit a Request.
Important Note
- Initial shipping costs are non-refundable for parcels returned due to delivery failure or refusal.
- Redelivery fees or return costs resulting from a refusal of customs charges may remain at your expense. For further details, consult What should I do if I missed my delivery?.