FAQ


 My Order

  • Changing or cancelling an order?

If you wish to modify or cancel your order, you can send an email to contact@scarletteaterliers.com.

  • Track the status of my order

You can follow the status of your order in the "my account" section, then "order".

As soon as your order is shipped, you will receive a tracking number by e-mail in order to follow the delivery of your package.

  • My size is no longer available
You can sign up to receive an alert when the item is back in stock. Go to the page and enter your e-mail address in the dedicated box.

 

    My Account

    • How do I create an account?

    Go to the home page of our site and click on the "account" icon. 

    • Lost password. 

    If you lose your password, you will find in your " Login " area a link " Forgot your password? "link to click on.

    • Delete my account.

    If you wish to delete your account, send an email to contact@scarletteaterliers.com.

     

    Payment

    • What are the possible means of payment?

    You can pay for your order by Mastercard, Visa and American Express. You can also use your Paypal account.

    • Is it safe to use my credit card on your website?

    Scarlette Ateliers does not have access to confidential payment details. We work with Stripe to ensure the security of your payments and your banking information is encrypted.

    • How do I access my invoice?

    Log on to scarletteateliers.com. In the "my account" section, click on "my orders". Your order history will appear and you will be able to download your invoice. You can also find your invoice in the order confirmation email.

    • Can I take advantage of the tax rebate?

    We cannot pass on the tax rebate to you on our site.

       

      Delivery and order tracking

      • When will my order be shipped?

      We process orders and ship from Monday to Friday, within 48 hours of payment.

      • What delivery methods do you use? 

      For France, we use Lettre Suivie and Colissimo and UPS.
      For Europe and the world, we use UPS.
          • What countries do you deliver to?

          We deliver all over the world. Can't find your country in the list? Contact us at contact@scarletteateliers.com

          • How do I track the delivery of my package?

          When your order is processed and shipped, you will receive a confirmation email with a tracking number. You will then just have to enter this number in the "track my package" section on the website of our provider.
          Your tracking number is also available in your personal space in the "order" section.

          • My package seems lost or blocked, what can I do?

          If you detect an anomaly in the routing of your package, it may be blocked or lost. If this is the case, please have your order number ready and contact us at anneso@scarletteateliers.com.

           

            Returns and Refunds

            • Our return policy? 

            You can return your order within 14 days. Items must be in their original packaging, not worn, washed or damaged. Parts in poor condition cannot be returned. Scarlette Ateliers reserves the right to refuse any return that does not meet these conditions.

            Returns are at the customer's expense. All confirmed returns will be refunded. We do not make exchanges.

            They must be returned by post to the following address:

            Scarlette Workshops
            Domaine de Moismont
            80120 VRON
            FRANCE

              • How do I exchange an item?

              We do not trade. You can nevertheless return your item for a refund and place a new order on our site.

              • Return times

              You can return your order to us within 14 days after receipt of the package. 

              • Repayment terms

              We will refund your order as soon as we receive your package. You will receive an e-mail to inform you of this refund. It will appear on your account within 7 working days.

              • There is a defect in the document received

              Contact our customer service at anneso@scarletteatliers.com. Don't forget to specify your order number and attach a photo of your defective part. If we find a defect, we will let you know how to proceed with an exchange.

              • There's an error in the preparation of my order...

              If there is a part missing from your order or if you received the wrong model, we invite you to write to us at anneso@scarletteatliers.com.

                 

                Our points of sale

                Send an email to contact@scarletteateliers.com for a list of resellers.

                 

                Our collections

                • Creation of our models

                Our models are thought and designed in our offices and manufactured in our partner workshops in India. 

                • Maintenance Tips

                We recommend washing by hand or at 30° for all cotton products. 

                • Sizing Guide

                You can find a sizing guide by clicking here

                   

                  Pop Up and showroom

                  • The showroom Rue Boursault in Paris

                  Our Paris showroom is not open to the public, it's our offices.

                  If you wish to distribute our products, or if you have an interior design project, you can make an appointment to discover our collection. Contact us at lucien@scarletteateliers.com

                  • Pop up and ephemeral sales

                  Several times during the year we organize ephemeral sales on our website www.scarletteateliers.com.

                  Follow our Instagram @scarletteaterlier saccount to be informed of upcoming sales.