Frequently Asked Questions

***** Please read our FAQs before sending us a message. *****

Is it possible to visit your studio to buy, exchange or try on products?


This is perhaps the question we receive the most from our customers. Unfortunately, due to logistical reasons and our work schedule, it is not possible to visit our atelier to buy, exchange or try on products. In our Atelier we do not have all the products we offer on our website either, since we manufacture the products based on the orders we receive daily. 

All our products have a detailed size chart where you can find the size of our products. These measurements can be used as a reference to compare the measurements with your favorite garment.

I would like to order a custom-made product, is this possible?


We receive many inquiries daily from customers who want to order custom made products, and we are certainly happy to hear that they like the way we work. Unfortunately we are not able to offer this service, as we spend 100% of our time making and designing our products, and this does not allow us the time we need to be able to do custom work. 

What can I do if the ordered goods do not fit or do not like?

All items purchased on the Atelier Odenoir online store and delivered within the EU can be returned within 14 days of receipt. The refund will be made with the payment method you used to pay for your order.
Please note that returned goods must be in a condition that corresponds to normal use for the purpose of inspecting the goods, such as would be usual in a retail store for trying on.

For complete information on our return policy, click here.

What do I have to do if I want to exchange an item?


If you wish to exchange an item that has been purchased and shipped within the EU, simply return it to the following address within 14 days of receipt:

Diego Pontecorvo
Metastrasse 14
10317, Berlin
Germany

IMPORTANT: Do not include “Atelier Odenoir” in the shipping address, and you must inform us before returning the product that you wish to exchange it.

The item you wish to exchange must be reordered. A direct exchange or a settlement against a replacement item is unfortunately not possible.

Please indicate your order number in any case, so that we can assign your order without delays, and please use in any case a shipping method that allows tracking of the package.

Please send us the tracking number by email, because unfortunately the post office often does not announce the arrival of parcels and forwards them to parcel stores, branches or simply to neighbors. We are not liable if the package is accidentally returned to the customer because it was not picked up due to missing shipping information.

For complete information on our return policy, click here.

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 *at* atelier-odenoir.com