Order cancellations are only possible within one hour of purchase and are not guaranteed, as our Atelier begins preparing your shipment immediately.
Cancellation Conditions
Once your selection is finalised, it enters our fulfilment process to ensure a prompt delivery. To request a cancellation, here is what to keep in mind:
- Timeframe: Contact our team by clicking on Submit a Request within one hour of placing your order.
- Status Verification: Cancellation is only possible if the parcel has not yet been processed by our warehouse.
- Refund Process: Once a cancellation is successfully confirmed, a full refund will be issued to your original payment method.
Pre-orders
For items reserved on pre-order, the Maison offers additional flexibility.
- Cancellation Timing: You may request a cancellation at any time before the guaranteed shipping date indicated on your confirmation.
- Full Refund: As with standard orders, the full amount will be credited back to your original payment method upon cancellation.
If the Cancellation Window Has Passed
If your order was placed more than one hour ago (for in-stock items), it is likely already being prepared for shipment and cannot be intercepted.
In this instance, you may choose one of the following:
- Refuse the Delivery: You may refuse the parcel upon delivery. It will be returned to our Atelier by the carrier.
- Accept and Return: Receive the package and initiate a standard return via our online portal.
- Refund Policy: Upon receipt and quality control of the return, a refund for the item will be processed. Initial shipping fees are non-refundable.
Important Note
- Our Atelier is unable to modify an order (changing the model, colour, or delivery address) once it has been placed.
- If the cancellation window has passed, shipping costs for returns remain at the customer's expense.
- For more details, read How can I return my online order?.