FAQ

Can I change my shipping address after submitting an order?
Due to our automated processing system, we cannot adjust shipping addresses once an order is submitted. Any order requiring a change in address must be cancelled, and a new order placed with the accurate information.

Why was my order cancelled?
We understand order cancellations can be frustrating. To provide clarity, you will receive a separate email outlining the specific reasons for your order's cancellation and confirmation of the refund to your original payment method.

Do you ship internationally?
We offer international shipping to most locations. To confirm whether your destination is eligible, please proceed to the checkout process.

Do I have to pay duties & taxes for an international order?
Yes, international orders are subject to duties and sales taxes, which are not included in the shipping cost.

What happens if I reject delivery for an international order?
If you reject delivery of an international order, you will be responsible for return shipping and handling fees, as well as outstanding duties and taxes levied by the destination country's customs laws. These charges must be settled before the package can be returned to Atelier New York in the United States. Failure to pay these fees will result in the package being abandoned and disposed of by the shipping carrier in the destination country. Abandoned packages will not be eligible for a refund. 

How can I track my order?
Upon shipment of your order, an email containing tracking information will be dispatched to your registered email address. In instances where orders are fulfilled from multiple locations, you will receive separate tracking notifications for each package.

Can I add expedited shipping once my order is in transit?
Delivery modifications, including expedited shipping, are not possible once an order is in transit. Domestic package interception will incur a $27 fee, and the package will be returned to our New York Flagship store.

Can I return or exchange sale items?
All sale items are final sale and cannot be returned or exchanged. To ensure you select the correct size and fit, please contact our client services team with any questions regarding sizing or measurements before placing your order.

What happens if my package is lost or damaged?
If your package is lost or damaged, please contact our client services team immediately. We will initiate a shipping claim investigation, which typically takes up to 8 business days. Following the investigation, we will discuss next steps based on the outcome. Please be aware that Atelier New York is not responsible for stolen packages. Responsibility for the goods transfers to the purchaser upon delivery to the specified address.

How long does it take to process a refund?
All returns are inspected upon receipt to ensure they meet our Return Policy. If your return is approved, you will receive confirmation, and your refund will be processed within 3-5 business days.