FAQ

My order

  • Modification or cancellation of order?

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

  • Track the status of my order

You can track 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 email to follow the progress 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 email address in the dedicated box.

    My account

    • How to 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 a “forgotten password?” link in your “Login” area to click on.

    • Delete my account

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

    Payment

    • What are the possible payment methods?

    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 in 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 benefit from tax exemption?

    We cannot offer you tax exemption on our site.

      Delivery and order tracking

      • When will my order be shipped?

      We process orders and ship them Monday through Friday, within 48 hours of payment.

      • What shipping methods do you use?

      For France, we use Lettre Suivie, Colissimo and UPS.
      For Europe and worldwide we use UPS.

          • Which countries do you ship to?

          We ship worldwide. Can't find your country in the list? Contact us at contact@scarletteateliers.com

          • How can I track the progress of my package?

          When your order is processed and shipped, you will receive a confirmation email with a tracking number. You will then simply need to enter this number in the "track my package" section on our service provider's website.
          Your tracking number is also available in your personal space in the “order” section.

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

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

            Returns and Refunds

            • Our Return Policy

            You can return your order to us within 14 days. Items must be in their original packaging, unworn, unwashed and undamaged. Items in poor condition will not be returned. Scarlette Ateliers reserves the right to refuse any return that does not meet these conditions.

            Returns are the responsibility of the customer. All confirmed returns will be refunded. We do not do exchanges.

            They must be returned by post to the following address:

            Scarlette Workshops
            Moismont Estate
            80120 VRON
            FRANCE

              • How to exchange an item?

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

              • Return period

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

              • Refund period

              We will refund your order as soon as we receive your package. You will receive an email to notify you of this refund. The latter will appear on your account within 7 working days.

              • The part received has a defect

              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 tell you what to do for an exchange.

              • There is a preparation error in my order

              If your order is missing a part or you have 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 to know the list of reseller stores.

                Our collections

                • Creation of our models

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

                • Care instructions

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

                • Size guide

                You can find a size guide by clicking here

                  Pop up and showroom

                  • The showroom on rue de Saussure in Paris

                  Our Parisian showroom is not open to the public, these are our offices.

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

                  • Pop up and ephemeral sales

                  We organize pop-up sales several times a year on our website www.scarletteateliers.com

                  Follow our Instagram account @scarletteatliers to be informed of upcoming sales.