Delivery

 

Netherlands: We aim your package to be delivered within 1-2 working days after you place an order. We ship our packages with DPD, DHL or PostNL and a signature may be required on receipt. If you are not around to take the delivery of your parcel, the carrier will leave a calling card telling you how to collect your package. Alternatively, the carrier will try two more times to deliver the package. You can also choose to deliver the package directly at a pick-up point in your area. Please note that we are unable to change a delivery address once the order has been dispatched and we will not ship your package again if you weren’t able to collect your package.

Europe: We aim to deliver your package to be delivered within a week after you place an order. We ship our packages with DPD, DHL or PostNL and a signature may be required on receipt. If you are not around to take the delivery of your parcel, the carrier will leave a calling card telling you how to collect your package. Alternatively, the carrier will try two more times to deliver the package. You can also choose to deliver the package directly at a pick-up point in your area. Please note that we are unable to change a delivery address once the order has been dispatched and we will not ship your package again if you weren’t able to collect your package.

Returns

1. Right of withdrawal

If for whatever reason you wish to return your online purchase, you can return unused items within 14 days of receipt. This is called the grace period. 

To make use of your right of withdrawal, you must notify us within the 14 day grace period by an unequivocal statement (for example by email or post) to know that you want to use your right to cancel the agreement. You can use the return form but are not obliged to do so.

Also, we need to receive the returned items within the 14 day grace period. 

By post
Returning your order by post or courier is at your own expense. We are not responsible for products that are returned to us in error. We recommend you use a courier service which provides insurance for the value of the items you return or at least provides you with proof of shipment.


Make sure the items you want to return are properly packaged. Then send everything to the following address:

Atelier Charlie
Returns Webstore
Concordiastraat 68, studio 116    
3551EM Utrecht 
The Netherlands

Reimbursement
When you have used your right of withdrawal, we will refund the amount paid for the item concerned (including shipping costs) without delay and no later than 14 days after receipt of the message that you wish to terminate the agreement. Note that we must have received the item or that you can show you have returned the item.


Unless you have expressly agreed otherwise, we will refund you by using the same payment method you used to purchase the item. In any case, there will be no charge for this refund.


Unfortunately, it's not possible to exchange items.


Fitting items
During the 14 day grace period, you can use the product to the extent necessary to establish the nature, characteristics and functioning of the article in the same way that you would do in a shop. For example, you may fit the article, but do not wear it outside.


When you return an item that you have damaged, has been washed, the labels have been removed, the item is incomplete or contains other signs of wear showing that you have used the item more extensively than described above, you are liable for any depreciation in the value of the item. Atelier Charlie will deduct this of from the total amount to be refunded to you.


2. Defective items

Besides your right of withdrawal, you are entitled by law to a proper product, or as the law calls it 'a product that complies with the agreement'. Should this not be the case, you are (depending on the circumstances) eligible for an exchange of the item or a full refund. If you have a complaint about a product you have purchased online, please contact customer support. Please provide as much information as possible, preferably including the order numbers in question.


If you have returned a defective item, we will reimburse the return shipping costs on your part.


Complaints
Atelier Charlie always strives to deliver the highest possible quality regarding its products and services. Should you have any complaints you can direct them to us by post or email to:

Atelier Charlie B.V.
Concordiastraat 68    
3551EM Utrecht, the Netherlands

Email: info@atelier-charlie.com