Frequently Asked Questions

Please read our FAQs 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

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.

What are the delivery charges?

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

Which payments are accepted?

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

Whats 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