I have not received my order yet, what should I do?
You can check the status of the order at any time by entering the "Orders" section, after logging in to your account If you have not registered on atelier-eme.com, you can directly access the "Track your order/return" section. In this case, you will have to enter the order number and the surname indicated at the time of purchase. In this section, you can check and monitor your order through the "Track delivery"section.
I have just made my order and wish to cancel / modify it, what can I do?
Unfortunately, the modification of orders is not possible in our system. However, you have the possibility to cancel your order directly from "Track your order/return" section within 15 minutes from the purchase. We remind you that the order cancellation is not possible for orders paid with Gift card. If you do not want to keep the goods, you can send the order back for free upon receipt. See the "Return" section for more information.
How much will I pay for the delivery of my online order?
The cost of express courier delivery and to a pickup point is €9,95. The cost of express delivery to Azores and Madeira is €30. The cost of standard courer delivery €4,95. You can get free standard delivery for orders over €100. Unfortunaltey, at the moment, we don't offer standard shipping to Azores and Madeira.
What is the delivery timeline for my online order?
If you choose express delivery, the estimated delivery by express courier is 1 to 2 business days on Mainland and 3 to 5 business days to Azores and Madeira. Instead, by selecting standard shipping, the expected delivery time varies from 2 to 4 business days from the moment the order has been taken over from our warehouse. Unfortunately, at the moment, we don't offer standard shipping to Azores and Madeira. During some special events (Sales, Black Friday, Cyber Monday, etc.) the processing of your order might be delayed, despite our continuous efforts to comply with the established deadlines.
Can I return my online order?
On atelier-eme.com you have the possibility to change your mind and return your online order to your closest Atelier Emé store or with the courier to our warehouse within 14 days of receipt of the items. Returns to the store are always free. To make a return with courier, you must fill out the return form in your order page and return the items within 14 days of the request date. You can find the online return procedure on the link Track you order/return.
How and when will I receive a refund for my online return?
The refund will be made no later than 14 days from the return of the products, using the payment method you have chosen during the return procedure. In case of return to store, please note that the store is not required to return the amount of your return in cash.
Can I purchase an e-gift card online?
You can buy an e-Gift Card following this link.
When can I contact Customer Service?
Customer Service is active all year long except the following holidays:
NEW YEAR’S DAY 01 JAN
EPIPHANY 06 JAN
LABOUR DAY 01 MAY
THE ASSUMPTION 15 AUG
ALL SAINTS’ DAY 01 NOV
CHRISTMAS DAY 25 DEC
ST. STEPHEN’S DAY 26 DEC