Frequently Asked Questions
Answers at a glance
Here you'll find answers to the most common questions about our collections, orders, and service. Can't find your answer? Feel free to write to us.
FAQ — Service Atelier Paris
Order & Shipping
Everything about the ordering process, shipping, and delivery times.
How long does delivery take?
Within Germany, the delivery time is 3 – 5 business days. For express orders, we deliver within 1 – 2 business days.
Do you also ship internationally?
Yes, we ship to the EU, Switzerland, the UK, and worldwide. Delivery takes 5 – 10 business days depending on the destination country.
Can I track my order?
As soon as your order has been shipped, you will automatically receive an email with a tracking link.
What does shipping cost?
Standard shipping within Germany is free for orders over 150 €. Express shipping costs 19.90 €, and international shipping starts at 24.90 €.
See all shipping optionsReturns & Exchanges
Answers to Returns, Refunds, and Exchanges.
How long do I have to return something?
You have 30 days from receipt of your order to return the goods.
Is the return free?
Yes, returns within Germany are free of charge for you. You will receive a pre-paid return label by email.
When will I get my money back?
After we receive and inspect your return, we will issue a refund within 7 business days via the original payment method.
Can I exchange for a different size or color?
Of course. Simply let us know which item you would like to exchange—we will take care of it personally.
Start returnProducts & Materials
Material properties, processing, and care instructions.
What materials do you use in your manufacturing?
We work exclusively with high-quality natural materials — the finest wool, cashmere, Italian fabrics, and ethically sourced leather.
Are all the pieces handmade?
Each piece is meticulously handcrafted by master artisans in our Parisian atelier — limited in quantity, timeless in character.
How do I properly care for my piece?
Every product comes with detailed care instructions. We generally recommend professional dry cleaning and airy, dry storage — away from direct sunlight.
Payment & Account
Secure payment, account, and personal data.
What payment methods do you accept?
We accept credit card (Visa, Mastercard, Amex), PayPal, Klarna, Apple Pay, Google Pay, and Sofortüberweisung.
Is the payment secure?
Yes, all payments are processed via SSL-encrypted connections and certified payment providers. Your data will never be shared with third parties.
Do I have to create an account?
No, you can also order as a guest. However, an account makes it easier to track your order and place future orders.
Service & Contact
Personal consultation, studio visit and special requests.
May I receive a personal consultation?
Yes, I'd be delighted. Arrange an appointment at our Paris workshop or receive telephone advice.
Do you offer custom designs?
For selected customers, we offer custom-made products. Please contact us for a personal consultation.
Contact usWhen is your customer service available?
Monday to Friday from 09:00 to 18:00 and Saturdays from 10:00 to 14:00.