FAQs

Ad Hoc Atelier accepts all main payment methods, including credit cards (Visa, Mastercard, American Express), Paypal, Apple Pay, Google Pay, Shop Pay and Klarna. For further information, please refer to Ad Hoc Terms & Conditions.

No, all you need is an emailaddress. However, we recommend you to create an account so that you can become part of Ad Hoc Atelier community and be always updated. Moreover, you can place and track orders as a guest and sign up to a time that suits you.

You can join Ad Hoc Atelier community and stay informed of new arrivals, trends and exclusive promotions by entering your email address in the ‘Join our Atelier!’ section at the bottom of our homepage.

We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please refer to Ad Hoc Atelier Privacy Policy.

We provide worldwide delivery services. These vary depending on the size, weight and destination of your chosen items. The total cost will appear at checkout.

Shipping is free in Europe, UK and USA for orders over €380. Shipping cost below €380 varies according to continent: Europe €5 and UK €25.

In all remaining countries, shipping costs depend on the volumetric weight of the order (which will be displayed at check-out).

Shipping fees outside EU are the following:

• Switzerland: €45
• North America: €35
• South America: €55
• Africa: €40
• Central America: €55
• Oceania: €55
• Asia / Middle East: starting from €45 (price increases as volumetric weight increases)

For customers in Europe, UK and USA, duties are included in the price shown on the website. Indeed, relevant import taxes and duties are processed by Ad Hoc Atelier once your order has been shipped. You do not have to pay any additional fee after checkout, and we will take care of the whole process.

For customers anywhere else in the world, the price you pay at checkout will exclude import duties and sales taxes. Additional charges may apply when you receive your order.

For customers in Europe, UK and USA, Ad Hoc Atelier does operate on a Delivered Duty Paid basis. This means that all import taxes and duties, as well as applicable VAT will be included in the price of the goods in your order.

For customers anywhere else in the world, the price you pay at checkout will exclude import duties and sales taxes. Additional charges may apply when you receive your order.

For those products ready to be shipped immediately, we provide Express Shipping Worldwide in 3-5 business days.

Whereas, for those products to be crafted shipping times may vary between 2 and 4 weeks depending on the type of item. Please, check the “Shipping and Returns” pop-up menu in the product page of your interest.

Please note that delivery period could vary depending on your location and can be longer than expected due to an invalid address, customs clearance procedures or other unexpected causes.

For further information, please refer to Ad hoc Atelier Shipping & Return policy.

You can change your shipping details at any time by sending an email at info@adhocatelier.eu within 24 hours after purchase.

We honour return requests made within 14 days after delivery of your order.

Ad Hoc Atelier accepts returns of unworn, unwashed, and undamaged items, with no signs of use, for refund. Please note that customized, personalized and exchanged products cannot be returned.

Returns must be packaged in the original box, which must be securely sealed with adhesive tape. In case the original box is no longer available, you may use any type of packaging suitable for the shipment of our items.

If the original order was below the €380 threshold for free shipping the shipping fee will be excluded from the refund. If a partial return brings the total amount paid below €380 the shipping amount will be deducted from the refund according to your local shipping rate.

For further information, please refer to Ad Hoc Atelier Shipping & Return policy.

To start a return, please send an email at info@adhocatelier.eu and type your order number and email. You will then receive an email from our courier partner (DHL) with the step to follow.

Ad Hoc Atelier will cover the return shipment and any customs fees for you. Possible refunds and exchanges will be processed within 14 working days upon the arrival into our partners’ warehouses.

For further information, please refer to Shipping & Return policy.

Possible refunds and exchanges will be processed within 10 business days upon the arrival into our partners’ warehouse.

For orders paid by Credit Card, the re-funded amount will be available to clients in roughly 10 business days and within their next billing statement. Processing time may vary depending on the Credit Card Company.

For further information, please refer to Shipping & Return policy.

In order to exchange an item, please purchase a new product from our website and return the item you wish to exchange. Please read returns instructions to return the item. We will then refund the returned item.

We are often unable to make changes after an order has been placed. In some cases, however, there might be an opportunity for us to accommodate your request. Please contact us at info@adhocatelier.eu and our team will see what we can do!