If your return tracking indicates a significant delay or suggests the parcel may be lost, notify us immediately so we can assist you.
Responsibility and Procedure
As per our return policy, the parcel and its contents remain the responsibility of the sender until they are officially received and scanned at our Atelier. However, should a problem occur during transit:
- Contact the Maison: Contact our team by clicking on Submit a Request and provide your Order Number and Return Tracking Number.
- Carrier Investigation: Once notified, our logistics team will open a formal investigation with DHL to locate your package.
- Resolution Time: Carrier investigations typically take several business days. We must wait for the official conclusion of this investigation before proceeding with any further steps.
Refund Conditions
Note that we cannot process a refund while a package is still in transit or marked as missing. A refund can only be issued once:
- Receipt at the Atelier: The package is successfully delivered to our Atelier and passes quality control.
- Official Loss: The carrier officially declares the package as lost following their investigation.
Important Note
- Drop-off Receipt: To protect your return, always keep your drop-off receipt from the DHL Service Point.
- Proof of Shipment: This document is your primary proof of shipment and is essential for opening a claim with the carrier. Without this receipt, the Maison may be unable to assist in the event of a lost parcel.