Frequently Asked Questions

How long does it take to process my order?

Orders are typically processed within 1 to 5 business days. During peak periods or depending on product availability, processing may take slightly longer. We appreciate your patience.

Why hasn't my order shipped yet?

Some of our items are shipped directly from our partner workshops and international suppliers. This means additional handling time may apply before dispatch. You will receive a tracking number as soon as your order leaves the warehouse.

Can I cancel or change my order?

Please contact us immediately at contact@atelierdorsay.fr. If your order hasn't been processed yet, we may be able to make changes. Once it enters fulfillment or ships, it can no longer be modified or canceled.

What are your delivery times?

Estimated delivery is 7–20 business days depending on your location and the item ordered. These estimates include both processing and transit times.

Note: Delivery times may vary depending on customs clearance, international logistics, or local disruptions.

Do you provide tracking?

Yes. You will receive a shipping confirmation email with a tracking link once your package is dispatched. Please allow a few days for the tracking to update after shipment.

What countries do you ship to?

We ship worldwide. If you have a doubt about your location, feel free to contact us before ordering.

What is your return policy?

You can request a return within 14 days of delivery. Items must be unused, in original condition and packaging. Some products (e.g., personalized or perishable items) may not be eligible for return — this will be indicated on the product page.

How do I request a return or refund?

Contact us at contact@atelierdorsay.fr with your order number and the reason for your request. We'll guide you through the return process.

What payment methods do you accept?

We accept major credit cards (Visa, Mastercard, Amex), PayPal, and secure methods supported via Shopify Checkout.

Is my payment secure?

Absolutely. All payments are encrypted and processed via PCI-DSS compliant gateways.

How is my personal data handled?

Your data is processed in accordance with the GDPR and CCPA. We never sell your data and only use it to process your orders and improve your experience. Read our full Privacy Policy for details.

Can I access or delete my data?

Yes. You may contact privacy@atelierdorsay.fr to exercise your rights to access, modify, or erase your personal information.

Where do your products come from?

We curate artisanal and elegant items inspired by the French art de vivre. Some are crafted in France, others are sourced internationally through trusted partners.

Are the products always in stock?

Our collections may vary based on availability. If a product is out of stock, you will not be able to order it until it's restocked.