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 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.
- Processing Status: A cancellation is only possible if your parcel has not yet been processed by our warehouse.
- Refund: Once 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 Requests: You may request a cancellation for a pre-ordered item before its estimated shipping date.
- Preparation Status: Pre-ordered items may enter the preparation phase at our Atelier earlier than the final shipping date. Our team will verify your parcel's exact status to see if a cancellation can still be accommodated.
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 Delivery: You may refuse the parcel upon delivery. The carrier will automatically return it to our Atelier.
- 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
- No Modifications: Our Atelier is unable to modify an order (changing the model, colour, or delivery address) once it has been placed.
- Return Costs: If the cancellation window has passed, shipping costs for returns remain at your expense.
- Return Guide: For full instructions, read How can I return my online order?.