FAQ

How to contact customer service?

Is there a problem with your order or do you have a question about it? You can contact us by email at [email protected].

If you are a US resident, you also can reach out the US customer service at +1 (973)-534-0747.

I have a question about products. Who should I talk to?

Our teams will be delighted to help! Write to us at [email protected] or call us on +1 (973)-534-0747.

I sent an email to [email protected] When can I expect an answer?

We will answer within 24 to 48 hours except over the weekend or on bank holidays. At the time of special offers or at Christmas, timings may vary slightly. If you have not received a response within this timeframe, do not hesitate to contact us on Facebook, as your message may have gone into our spam folder.

Where can I receive a delivery?

Atelier Cologne delivers within the Europe and the USA (except some countries/states, due to strict transports regulations: Army Hub, PO Box, Spain, Italy, Germany, Hawaii, Alaska & Puerto Rico). Unfortunately, at this time we cannot deliver in Russia and Canada. However, you can find the nearest selling point here.

How can I track my order?

Once your order is confirmed, prepared and dispatched by our warehouse, you will receive an e- mail. If you click on the tracking number, you will be redirected on the delivery platform. You can also track your order via your account on our website. Connect to your account by clicking on the button marked “My Account” in the top right corner of our site and once in the “My Orders” section, click on the relevant tracking number.

How long will my order take?

Our orders are processed within 48 hours of receipt of order. During exceptional demand exceeds period (promotional periods) orders could be processed within 7 days.

For Europe, orders are expedited by Colissimo and may take up to 7 days.

For France, orders are expedited by Colissimo and may take up to 3 days.

For the US, orders are shipped with UPS and may take up to 7 days.

I would like to change my order.

Sadly, we cannot add or remove something from an order once it has been made. If you would like to return one or more products after delivery please visit our section Shipping and returns to see our return conditions.

I made a mistake on my delivery address. Can I change it?

Depending on where your order is in the delivery process it may still be possible to make a change to the address. If the order has already been processed by our warehouse however, it will not be possible to change it. Please contact us as quickly as possible at [email protected].

I made a mistake on my delivery address. Can I change it?

Depending on where your order is in the delivery process it may still be possible to make a change to the address. If the order has already been processed by our warehouse however, it will not be possible to change it. Please contact us as quickly as possible at [email protected].

I want to cancel my order.

If your order has not yet been processed by our warehouse it may still be possible to cancel it and to issue you with a refund. Please contact us as quickly as possible at [email protected]. If your order has been processed by our warehouse we will unfortunately not be able to cancel it. In this case if you no longer wish to keep the articles you have ordered, you can return them via the page Shipping and returns.

How to create an Atelier Cologne account?

Click in the top right corner of our site on “My Account” and then click on “Create an Account”. Once you have created an account you will have access to all of your past orders, to your personal information and to your loyalty points/voucher.

How can I access my account if I have forgotten my password?

Go to the login page and click “forgot password”. You will immediately be sent an email to create a new password. If you do not receive this email, please check spam folder or contact us at [email protected].

How do I subscribe to the newsletter?

You can subscribe to our newsletter from the homepage of the site: go to the bottom and enter your email directly in the Stay in touch section and then click on OK. You will then, be regularly informed about our news and will be able to benefit from personalized offers.

I would like to receive an invoice.

You can send a request to [email protected].

Can I return an item bought online to one of your stores or vice versa?

Any product bought online needs to be returned to our warehouse and any product bought in one of our stores needs to be returned to the store it was purchased from. Our online customer service team cannot deal with store related issues and our store teams cannot deal with online queries. In both cases, the return must take place within 14 days of the date of purchase. The product must be unused and in its original packaging. To read our return conditions and to find the online return address please visit our Returns section.

I would like to return an article from my online purchase. How should I do?

You can find a return label to download via your account on our website. Connect to your account by clicking on the button marked “My Account” in the top right corner of our site and once in the “My Orders” section, click on generate return label. Discovery set and personalized orders (engraved leather cases/tags) are non-refundable. The return must take place within 14 days of the date of purchase. Returns must be in their original packaging (unbroken clear, plastic seal on the box, samples, accessories that are not engraved/personalized, instructions, etc.) to enable them to be re-marketed new. Atelier Cologne reserves the right to refuse a refund if return does not respect returns conditions.

I have returned an article

We normally make reimbursements within 2 weeks. This timeframe can vary according to the return method and the time that the warehouse takes to process the return. Once a refund is applied, you will be automatically informed by email from [email protected].

Can I have a sample before I order?

Unfortunately, we do not send any free samples. We invite you to discover our "Discovery Set" for $35/30€ and discover different samples of our perfumes. Discovery Set includes a voucher of the same price ($35/30€) valuable for any 30, 100 or 200 ml perfume purchase.

How do I get samples and can I request specific samples?

3 samples are offered with any purchase (except purchase including a discovery set). You will have the possibility to select them at check out. NB: If you received different samples than your selection, it means that we ran out of stock. Our team always tries its best to replace your wishes fragrance with another. We will not be able to send other samples.

I have a promotional code. Where do I use it?

Once you have confirmed your basket you can add our promotional code to the section entitled « promotional code », on the right column. Then click on « OK » and wait until your total amount is applied to benefit from the reduction.

I have confirmed my order but I forgot to add my promotional code.

Once your order has been confirmed, it is no longer possible to add a promotional code, whether it is for extra samples or for a reduction to the value of your order. Please contact us at [email protected] so that we can find a solution.

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