FAQ
Orders
Q. How do I place an order?
Please add the items to your cart from the product page, then follow the on-screen instructions to complete your purchase.
Q. Can I place an order by phone or email?
We’re sorry, but we only accept orders placed through our online store.
Payment
Q. What payment methods are available?
We accept credit and debit cards (Visa, Mastercard, American Express), PayPal, and bank transfer.
Q. Can I receive an invoice?
Yes. An invoice is issued for every order and is either included in your shipment or sent to you by email.
Shipping and Delivery
Q. What shipping methods do you offer?
Within France, we ship via La Poste or a courier service.
International shipping is also available. Please feel free to contact us for more information.
Q. How are shipping costs calculated?
Shipping costs are automatically calculated based on the total weight of the package (item + protective materials) and your delivery address.
Q. When will I receive my order?
Orders are generally shipped within 3 to 5 business days after payment confirmation.
This timeframe may vary depending on item availability, your delivery location, or holiday periods (summer, public holidays, etc.).
Any temporary closures will be announced in advance on our online store or social media channels.
Q. Are fragile items shipped with special protection?
Yes. Fragile items such as ceramics or glass are packed with reinforced protective materials.
The cost of this protective packaging is already included in the listed price of the item.
Cancellations, Returns, and Exchanges
Q. Can I cancel my order?
You may cancel your order as long as it has not yet been shipped.
Please contact us as soon as possible.
Q. Can I return or exchange an item?
Yes. You may request a return within 14 days of receiving your order.
Items must be unused, in perfect condition, and in their original packaging.
For returns due to a change of mind, return shipping costs are the responsibility of the customer.
Q. What should I do if I receive a defective item?
Please contact us within 14 days of receiving your order.
Return shipping costs for defective items will be covered by our store.
Other
Q. Do you offer a gift wrapping service?
At the moment, we do not offer a gift wrapping service, but we are considering offering one in the future.
Q. How can I contact you?
You can reach us via the website contact form or by email:
📩 info@atelier-hana.fr