FAQ
My order
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Order modification or cancellation?
If you wish to modify or cancel your order, you can send an email to contact@scarletteateliers.com
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Track my order status
As soon as your order is shipped, you will receive a tracking number by email to track the delivery of your package.
- My size is no longer available
My account
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How do I create an account?
Go to our website's homepage and click on the "account" icon.
- Lost password
If you lose your password, you will find a "Forgot your password?" link in your "Login" area to click on.
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Delete my account
If you wish to delete your account, please send an email to contact@scarletteaterliers.com
Payment
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What are the possible payment methods?
You can pay for your order by Mastercard, Visa, and American Express credit card. You can also use your PayPal account.
- Is it safe to use my credit card on your website?
Scarlette Ateliers does not have access to confidential payment details. We work with Stripe to ensure the security of your payments, and your bank information is encrypted.
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How do I access my bill?
Log in to scarletteateliers.com . In the "My Account" section, click on "My Orders." Your order history will appear, and you can download your invoice. You can also find your invoice in your order confirmation email.
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Can I benefit from tax relief?
Delivery and order tracking
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When will my order be shipped?
We process and ship orders Monday through Friday, within 48 hours of payment.
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What delivery methods do you use?
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Which countries do you deliver to?
We ship worldwide. Can't find your country in the list? Contact us at contact@scarletteateliers.com
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How can I track the delivery of my parcel?
Once your order has been processed and shipped, you will receive a confirmation email with a tracking number. Simply enter this number in the "track my package" section on our shipping provider's website.
Your tracking number is also available in your personal area under the "order" section.
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My package seems to be lost or stuck, what should I do?
Returns and refunds
- Our return policy
You can return your order within 14 days. Items must be in their original packaging, unworn, unwashed, and undamaged. Items in poor condition cannot be returned. Scarlette Ateliers reserves the right to refuse any return that does not meet these conditions.
Return shipping costs are the responsibility of the customer. All confirmed returns will be refunded. We do not offer exchanges.
They must be returned by post to the following address:
Scarlette Workshops
Moismont Estate
80120 VRON
FRANCE
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How do I exchange an item?
We do not offer exchanges. However, you can return your item for a refund and place a new order on our website.
- Return period
You can return your order within 14 days of receiving the package.
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Refund period
We will process your refund as soon as we receive your package. You will receive an email notifying you of the refund. It will appear in your account within 7 business days.
- The part received has a defect.
Contact our customer service department at contact@scarletteatliers.com . Please remember to include your order number and a photo of the defective item. If we confirm a defect, we will guide you through the exchange process.
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There is a preparation error in my order.
Our points of sale
Send an email to contact@scarletteateliers.com to find the list of retail stores.
Our collections
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Creation of our models
Our designs are conceived and drawn in our offices and manufactured in our partner workshops in India.
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Maintenance tips
We recommend hand washing or washing at 30°C for all cotton products.
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Size guide
Pop-up and showroom
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The showroom on rue de Saussure in Paris
Our Paris showroom is not open to the public; it is our office.
If you wish To distribute our products , or if you have an interior design project, you can schedule an appointment to discover our collection. Contact us at b2b@scarletteateliers.com
- Pop-up shops and flash sales
We organize pop-up sales several times a year on our website www.scarletteateliers.com
Follow us on Instagram @scarletteaterliers to be informed of upcoming sales.
