.


R.atelier Store Policies & Shipping Info


We aim to do our best to ensure our customers have a great experience. We try to keep this short but it's important that you go through our shop policies and honor them before placing an order. 

If you already have an order tracking number, please check out our "Track You Order" page to locate your order. If you feel anything is missing please feel free to contact us!

✻ PAYMENT POLICY ✻
At the moment, we only accept PayPal payments

✻ CANCELLATION or CHANGE OF ORDER ✻
Once an order is placed, we are UNABLE to process cancellation or make any changes if it has lapsed one business day. Please plan accordingly and contact us immediately if you wish to make changes to your order. Any cancellation will incur 15% cancellation fees.

✻ SHIPPING POLICY ✻
Your order will be shipped in a timely manner upon receipt of payment confirmation statement from PayPal. Please be advised that made to order items such as bespoke leather goods will require additional time frame to fulfill. Please read product page for more details regarding approximate turn around time for bespoke leather goods.

We ship to all other countries at competitive shipping rates. No matter what country you live in, we can ship to you. Please enquire in advance if your country is not available during checkout. Your shipping options and prices are available at Check Out. We aim to ship all orders generally within 5-7 business days unless otherwise stated on the product page.

By default, all items are shipped from Shanghai unless otherwise stated on the product page. Our standard shipping method includes 1st China Registered Parcel Airmail and International ePacket which is traceable via China Post and corresponding postal website. Notice that it can take up to 48 hours before your local Postal Service can track the standard shipment. For some countries the parcel will not be trackable in the local Postal Service's website. 

Expedited Shipping via UPS are required for all bespoke leather goods.

Shipping Time Frame
• UPS: 3-5 DAYS ON TIME DELIVERY GUARANTEE WITH INSURANCE
• International ePacket: 10-14 days 
• 1st Class Registered Parcel Airmail: 4-6 weeks

*Please note that the above standard shipping method's shipping time frames are an approximate and not an on time delivery guarantee provided by the postal service and are subject to intended destination and does not take into account of any unforeseen transit delays due to weather conditions, custom clearance (it may take longer for countries with more extensive customs procedures) or holiday season. Therefore, the actual delivery time maybe longer than the indicated time. 

IMPORTANT NOTICE 
• Your signature is required for packages shipped via 1st China Registered Parcel Airmail. Therefore, please anticipate and check the progress of your package when it has been shipped out.
• SINGAPORE BUYERS with vPOST account
we can ship your items to your designated Chinese vPOST address for your convenience.

✭ GENERAL STANDARD SHIPPING QUERIES ✭
• How long does delivery takes?
A: It usually takes about 2 weeks to arrive but CAN TAKE UP TO 6 WEEKS if you are located in remote location or if there's any issue with custom clearance.

• When a Package is In Transit
Item has shipped from originating country and is en route to its destination. General explanation:
1. Your package has been handed over to the carrier.
2. Your package has been dispatched or departed from its country of origin.
3. Your package has arrived its destination country and pending customs inspection.
4. Your package has arrived its destination country and during domestic transportation.
5. Your package is under another transportation period. For instance, it's in another country as a transit point and will be forwarded from there to its final destination country.

Please pay attention to detailed tracking information, if your item has arrived its destination country, we'd advise you to track it again within 1-2 days and observe the latest updates to ensure a smooth receipt of the package. Custom Clearance delays may result in lack of update until it's being released back into the postal system.

• Notes on Tracking
There will be NO TRACKING UPDATE AFTER the package has left the origin border and travelling internationally. Updates will only appear until it arrives in your country AND HAS CLEARED CUSTOMS enroute for transit or it has been successfully delivered. 

• Then why have a tracking number at all?
A: The tracking acts more like a serial number to prove that the package was accepted into custom for international dispatch. It also provides information on your package's delivery status (successful or fail to deliver)

• What if i want a detailed and thorough tracking information?
A: If you want to be able to track your package throughout its delivery process, please contact us prior to check-out and we can have your package sent by EXPRESS COURIER (i.e. DHL) with additional fees.

It is always our aim to process every order in a timely fashion and have them shipped out sooner. Accordingly, please allow adequate time to lapse after your order has been shipped (at least 2 weeks) before you attempt to message or email us with query regarding "WHERE IS MY ORDER?". As mentioned above, delivery takes at least 2 to 3 weeks after dispatch to reach your door step. Please understand international shipping takes time and delays may occur due to weather and Custom Clearance schedule; it may also take longer for countries with more extensive customs procedures. We'd really appreciate your consideration in this matter.

Shopping online requires a lot of patience. If you need it urgently please contact us to have your order expedited with express shipping. Should you require expedited shipping, please contact us for expedited shipping rates. Expedited Shipping is shipped via China EMS, DHL or UPS.

✻ DUTIES & TAXES ✻
We have no control over any tax charges charged on your purchases as these customs policies and import duties vary widely from country to country and we cannot predict what they may be. Any customs or import duties that are charged once the order reaches its destination country must be paid by the recipient of the parcel upon collection.

We strongly suggest you to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

 
✻ REFUND POLICY ✻
All items are thoroughly inspected before packing and I do my best to describe them as clearly as possible. So, please read posted descriptions carefully. If listed items are classified as vintage, please note that vintage items may have imperfections consistent with age.

Leather Goods
Due to the uniqueness nature of leather products, all sales are FINAL. If you are not satisfied with your purchased item(s), please contact us no later than 3 days after consignment is signed and we promise to make it right for you!

Custom Order Items
custom order items (monogram service/custom size/custom color) and certain vintage items – for example, cut fabrics or for issues that were described in the item description are strictly non-returnable and non-refundable.

Sale or Discounted Items
Items on sale or discounted are not returnable.

If we agree to returns request, please note that we only refund item cost. You agree to bear all shipping costs (both forward and return costs) and the refund will only be issued upon receipt of the item and seen to be in the same state as it was when it was originally shipped. Returned items must be in original condition and packaging, undamaged and be accompanied by the original receipt. 

✻ LOST PARCELS - PLEASE READ!! ✻
Please know that every once in a while, delivery delays or even lost parcels do occur and this is totally out of our control.

• We CANNOT consider a parcel lost until a postal investigation has been completed.
Please note that China Post normally does not consider a package lost until it has reached its 60th day (2 months from shipping date) and it can only be deemed lost only after a postal investigation has been completed.

• If it's deemed lost, we can arrange to send a replacement and buyer must bear 50% of shipping fees

• If it's deemed lost and customers prefer a refund, we will issue one MINUS the shipping fees. Shipping fees are strictly NOT-REFUNDABLE as we have already sent and paid for it.

✻ HIGH VALUE ITEMS ✻
For purchases above USD100 we strongly suggest that you choose Express Delivery service as it arrives much sooner and it's very safe. Please check the fees with us.

✻ RETURNED PARCELS/ORDERS BY POSTAL SERVICE ✻
a second-time delivery can only be arranged at customer's expense for any returned orders due to the following reasons:
- an incomplete/incorrect address provided by the buyer
- failed to claim package after your postal service reported "unavailable to deliver" status

✻ DAMAGES ✻
If purchased item(s) is damaged upon receipt, please contact me immediately. You will need to provide pictures depicting conditions of items, inside and outside of packaging.


Thank you for being considerate.