Delivery and returns

DELIVERY METHODS

Atelier Penso has chosen La Poste Colissimo to ensure the delivery of your orders in France and internationally.

Deliveries outside France are available for the following countries:

• Europe: Austria, Belgium, Denmark, Finland, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden, Monaco, Switzerland, United Kingdom
• Rest of the world: United States, Japan, Brazil, Argentina, Australia, Canada, Iceland, Mexico, Norway, New Zealand, Hong Kong SAR of China, Singapore, Turkey, Thailand

If you wish to have your order delivered to another country, you can contact us at the following address: adrien@atelierpenso.com.

Customs duties and taxes may apply for deliveries outside the European Union, these will be the responsibility of the customer and may be requested by the carrier upon receipt of the package.

In France, delivery is €7 to your home via Colissimo (2 to 3 working days) or Chronopost (48 hours) and to a relay point via Mondial Relay (3 to 5 working days) .

Internationally our rates are as follows for deliveries via Colissimo:
- 18€ for European countries / 30€ for countries outside the European Union.

As soon as your package is shipped, a tracking number will be sent to you by email. Simply connect to the following site: Colissimo: Track a package and provide your tracking number.

The delivery of the items can only take place after receipt of payment for the order, to the delivery address indicated by the customer. Packages are delivered against signature to the delivery address indicated on the order form (excluding PO boxes, merchants, cityssimo). It is therefore important to be precise when filling in the relevant fields. In the event of an error in the wording of the customer's contact details, ATELIER PENSO cannot be held responsible for the impossibility of delivering the item(s) ordered.
In case of partial delivery of the order: the customer will be informed by email of the partial delivery of his order. A second email will inform him of the delivery of the other products ordered. In this case, the delivery costs that would be the responsibility of the customer would be invoiced only upon the first delivery.
In the event that the postman has not managed to deliver your package (no contact despite delivery notice, wrong address, etc.), the package will be returned to us. We will contact you by email to inform you of the reason for non-delivery. Depending on the case, we will confirm the delivery address with you. We will also agree on a new delivery date. In this case, the delivery costs are the responsibility of the customer.
If, upon delivery, the external appearance of the package is not perfect, the customer will open it in the presence of the carrier in order to check the condition of the item(s). In the event of damage to the item, the customer will detail it precisely on the delivery note or refuse the package.

If you have not received your package within 15 working days after the delivery times indicated above and no delivery notice has been left for you, please contact our Customer Service immediately by email: adrien@atelierpenso.com or by telephone on +33 1 72 38 53 31.

The customer has a period of fourteen (14) days following receipt of his order to inform us of his wish to return part or all of his order and to request a refund without penalties, with the exception of return costs, of the returned item(s).
If this period normally expires on a Saturday, Sunday, or a public holiday or bank holiday, it is extended until the first following working day. Beyond this deadline, Atelier Penso will be free to refuse reimbursement.
In addition, it is the customer's responsibility to keep all proof of return, which requires that the items are returned by registered mail or by any other means providing a specific date for this shipment.
Items must be returned new and unused with all tags attached. In accordance with the general conditions of sale, any item that cannot be put back on sale will not be refunded; this means: incomplete, damaged, spoiled, deteriorated or soiled items, washed, without a label, tag or composition sticker, etc.
In case of an error on the part of Atelier Penso on the order, we will cover the return costs. In other cases, the return costs will be borne by the customer.

Items purchased on the Atelier Penso website cannot be exchanged or refunded in our stores.

1. Prepare your package with the following items:
- a copy of the invoice that you will find in your confirmation email or on your account
- the item(s) in their original packaging: new and unused condition with all tags
2. Send your package to the following address:
PENSO WORKSHOP
Estore Customer Service
25 rue Trudaine
75009 Paris - FRANCE

 

Atelier Penso undertakes to reimburse within a maximum of 14 days from the day your package is received in our warehouses.