Frequently Asked Questions

Please read our FAQ before sending us a message.

Is it possible to return a product?

Of course it is possible to return a product, as long as the product is unworn and unwashed, with its attached label, and is in the same condition as it was shipped. The product must be returned within 14 days after you received it.

The goods must be sent to the following address together with the cancellation form:

Diego Pontecorvo
Metastraße 14
10317 Berlin
Deutschland

Instructions for cancellation & Cancellation form

Consumers, i.e. any individual acting for purposes which are wholly or mainly outside those individual’s trade, business, craft or profession, are entitled to cancel any contract on the following conditions:

A. Instructions for cancellation

Right to cancel

You have the right to cancel this contract within fourteen days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right to cancel, you must inform us (Diego Pontecorvo, Metastraße 14, 10317 Berlin, Deutschland, E-Mail: devolution@atelier-odenoir.com) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us) without undue delay and not later than fourteen days after the day on which we are informed about your decision to cancel this contract. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods

Exclusion and/or premature expiration of the right to cancel
The right to cancel does not apply for consumers who, at the time of concluding the contract, are not nationals of a member state of the European Union and whose exlusive residence and address of delivery are located outside of the European Union.

General information

1) Please prevent damage to and contamination of the goods. Please return the goods, if possible, in the original packaging with all accessories and all packaging components. If necessary, please use protective outer packaging. If you are no longer in possession of the original packaging, please use suitable packaging providing adequate protection against potential transport damage.
2) Please do not return the goods freight forward.
3) Please note that the above general information in section 1 and 2 is not a precondition for effectively exercising your right to cancel.

B. Cancellation form

If you wish to cancel this contract, please complete and submit this form.

Diego Pontecorvo
Metastraße 14
10317 Berlin
Deutschland
E-Mail: devolution@atelier-odenoir.com

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*) /for the supply of the following service (*),
_______________________________________________________
_______________________________________________________
Ordered on (*) ____________ / received on (*) __________________
________________________________________________________
Name of consumer(s)
________________________________________________________
Address of consumer(s)
________________________________________________________
Signature of consumer(s) (only if this form is notified on paper)
_________________________
Date

(*) Delete as appropriate

For more information on our return policy click here.

Return shipping costs are to be paid by the buyer.

We have decided not to charge shipping costs in Germany when the customer buys a product, it is sent free of charge, but we ask our customers to pay the shipping cost when returning the product. 

“Online shopping growing in popularity in Germany

Consumers in Germany are ordering more and more things online. Internet shopping revenue is expected to grow by 11 percent this year to more than 70 billion euros, according to estimates by the Federal Association of E-Commerce and Mail Ordering. 

But every sixth package winds up being sent back – which creates piles of packaging waste and pollutes the climate with well over 200.000 tonnes of CO2 every year. “

 
We would appreciate it if you would please understand our return policy, and let us all do our best to take care of the ecology of our planet earth.
 

Products excluded from our return policy:

Custom made products: This items are excluded from our return policy, no returns are accepted.

Face masks: For reasons of hygiene and health, it is not possible to return this type of product.

What are the delivery charges?

All information regarding our shipping costs can be found here: Shipping Methods.

Which payment methods are accepted?

All the information regarding accepted payment methods can be found here: Payment Methods.

What exactly happens after ordering?

Once the order has been placed, and the payment has arrived to us, we will prepare the product to be shipped immediately if this product is in stock. In case you are buying a personalized product we will then start with the production of it. 

You will receive an email during each part of the process.

Do I receive an invoice for my order?

Yes of course! When we process your order we will send you the invoice per email. 

Please note that the invoice will also be available for download in PDF from your user account.

How long will delivery take?

The time to process your order to get it ready to be shipped depends on the type of product availability and will be indicated on each product independently. In the case of a customized product, we will contact you during the process to confirm the date of shipment of the product.

Once we have delivered the product to the post office, the shipping times will vary depending on the destination and depending on the post office itself.

With each order a tracking number will be delivered, so you can track your package and know better the delivery dates.

How can I contact you?

If you have any questions or suggestions, you can contact us through our email: info@atelier-odenoir.com