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?



Unfortunately, due to logistic reasons and our working hours, it is not possible to visit our atelier to buy, exchange or try on products.

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.

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


All items purchased from the Atelier Odenoir online store can be returned within 14 days of receipt to the following address:

Diego Pontecorvo
Metastrasse 14
10317, Berlin
Germany

IMPORTANT: Do not include “Atelier Odenoir” in the shipping address!

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. Furthermore, the goods must be provided with the original labels. In case of deterioration of the goods due to further use, we reserve the right not to take back the goods and to charge accordingly.

For more information on our return policy, please click here.

Return shipping costs are to be paid by the buyer.

We have decided not to charge shipping cost in Germany when customer buy product, it will be shipped for free, but we ask our customers to pay the shipping cost when they return the product.

“Online shopping is becoming more and more popular in Germany.
Consumers in Germany are ordering more and more things online. According to estimates by the German E-Commerce and Mail Order Association (Bundesverband E-Commerce und Versandhandel e.V.), sales from Internet purchases will rise by 11 percent this year to more than 70 billion euros. But one in six parcels is returned – causing vast amounts of packaging waste and polluting the climate with well over 200,000 tons of CO2 per 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 do I have to do if I want to exchange an item?



If you wish to exchange an item, 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!

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.

Please use in any case an insured shipping method that allows tracking of the package. Please send us the tracking number by mail or by using our contact form.

Please note that in addition to free shipping, we do not cover the cost of returns.

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