FREQUENTLY ASKED QUESTIONS
PRODUCTS
The item I received is defective, what can I do?
We are very sorry that the item received is not compliant.
Please contact customer service at contact@rozo-atelier.com to find the solution suited to your problem.
Please do not return your item without confirmation of
customer service and also indicate your order number to facilitate the
treatment of your problem.
What size should I take?
The items are oversized.
You can consult the size guides on the product pages to be sure you choose the right size.
How can I get more information about an item?
Do you need more details about an item?
Do not hesitate to send us an email at contact@rozo-atelier.com on the article on which you would like more information!
DELIVERY
I place an order, but I still haven't received shipping confirmation?
Upon receipt of your order, our teams will prepare your order in our workshop as quickly as possible in order to transmit it to the carrier.
You will receive a shipping confirmation email containing your tracking link once your order has been processed internally. This deadline may be extended during the release of new collections and busy periods.
Where do you deliver?
We ship worldwide
How much is shipping ?
Shipping varies depending on your destination country.
You can see the amount you need to pay after filling out your shipping information.
Do I have to pay additional customs or import fees?
If you place an order outside the European Union, customs fees may apply.
For all orders placed in mainland France or the European Union (excluding Switzerland and the United Kingdom), no customs fees are required.
How long does the delivery take ?
When a product is offered for pre-order, it is because it is not yet produced. So we need some time to produce it. The estimated delivery date is marked in the email you receive when you place your order.
We are doing everything we can to ship it to you as soon as possible. This can take a few weeks, and sometimes several months depending on the product.
Once the package has been shipped, the delivery time by Colissimo is 3-4 days for France, 3-8 days for other destinations.
How can I track my order?
As soon as your order is shipped, you will receive an email containing a tracking link that allows you to follow the delivery of your order.
Do not hesitate to consult it regularly to be sure not to miss the delivery of your order.
I am not present when my order is delivered, what should I do?
If your package cannot be delivered because you are not present, the carrier may offer you several solutions such as dropping it off with a neighbor, dropping it off at a relay point or even trying to deliver it again.
Do not hesitate to consult your tracking number to find out the details of your delivery.
The indicated deadline has passed and I still have not received my order, what should I do?
As previously announced, delivery times are given as an indication and are likely to vary depending on the hazards that the carrier may encounter during delivery. Do not hesitate to consult your tracking link to know the progress of your delivery.
ORDER
Can I modify or cancel my order?
As our orders are automatically transferred to the logistics department, we unfortunately cannot cancel or modify an order that has already been validated.
Please ensure your information and the items ordered when purchasing and before confirming the order.
I haven't received any emails since I placed my order, what should I do?
You may have entered your email address incorrectly or the email may have been sent to spam.
Please contact us at contact@rozo-atelier.com to resolve your issue.
My order is marked as delivered but I haven't received anything, what can I do?
Contact us by indicating your order number at contact@rozo-atelier.com to find a solution to your problem.
How do I know the status of my order?
Just after confirming your order, you will receive a summary of your order by email. Your order will be processed as quickly as possible by our teams.
As soon as your order is shipped, you will receive a new email containing your tracking number.
BACK
I would like to make a return for a refund, how do I do it?
You can return an item within 14 days of receiving your order without needing to justify it.
To make a return, please contact us first at the email address contact@rozo-atelier.com with your order number.
Items must be in their original, unworn, unwashed condition in their original packaging. Otherwise, the return will not be accepted.
Once received, your package will be examined (condition, odor, container). Please note that if your returned items are not in their original condition, we will not be able to accept your return and will be required to return them to you.
Return costs are the responsibility of the customer.
You have 14 days after validation of your return to send the package.
The after-sales service confirmation email will be considered validation of the return.
After this period, we will be obliged to refuse your return.
How long does a refund take?
Upon receipt of the returned item, we will reimburse it as soon as possible.
Customer service will confirm the refund of your order as soon as it is made.
The refund is made on the payment method used during the purchase and is effective within 5 to 10 days depending on your bank.
PAYMENT
What payment methods are available?
You can pay with your Visa, Mastercard, Apple Pay or Shop Pay through our world-renowned payment provider Shopify Payments ensuring secure information exchange.
My payment failed, what can I do?
This could be due to several factors, such as a credit card error or an item being out of stock. Please try again and verify your information.
If your bank account has been debited, but you have not received any order or shipping confirmation, please contact us as soon as possible at contact@rozo-atelier.com
For any payment-related issues, please contact us at contact@rozo-atelier.com for more information.