Shipping costs will be displayed at Checkout.
Shipping is free in Europe, UK and USA for orders over €350 and it is provided by various global courier partners. Shipping cost below €350 varies according to continent:
- Europe: €15
- UK: €25 (due to Brexit fees)
- Switzerland: €35
- North America: €35
You can find estimated delivery dates for each item on its respective product page. These are only estimates and actual delivery times may vary according to exceptional circumstances. Please get in contact with us at firstname.lastname@example.org if you would like a feedback from the artisan on exact production time. Once your order is ready to be shipped, we will send an email with specific tracking information of your package(s).
DUTIES & TAXES
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.
If you still haven’t received your parcel within 5 business days after being notified about its shipment (and receiving the tracking link), and/or if you cannot find any further updates on your tracking link, please contact us at email@example.com and we will open an investigation with the courier. Please note that this may take up to 15 business days, after which you will receive the item or a refund.
PARCELS DELIVERED BUT NOT RECEIVED
If the tracking link shows that your parcel has been delivered to the address we have been provided during the purchase process (or later on), but you have not received it:
- If other people live with you at the same address, check to see if they picked up the package or refused delivery.
- If you live in an apartment building with concierge service, check to see if the package is with the concierge. Alternatively, please check with your neighbors in case the parcel has been delivered next door.
- Please contact us at firstname.lastname@example.org and we will open an investigation with the courier. This may take up to 15 business days.
Ad Hoc Atelier cannot reimburse or re-ship orders that were mis-delivered by the post office or stolen from a property, in case the proof of delivery provided by the couriers states that the parcel has been correctly delivered at the given address.
We honour return requests made within 14 days after receiving the original purchase. Returns are free for all customers.
Ad Hoc 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.
Specific conditions for each product category:
Please do not damage the sole of the shoe during the test and pay attention to any impacts that could damage the product.
Underwear must be tried on over your undergarment. We do not accept any returns of items that have been worn or show signs of use.
Swimwear must be returned with protective hygienic labels and, where applicable, in closed packaging.
The product labels must not have been removed from the garment.
In order to schedule a free return, please send an email to email@example.com.
You will be able to schedule a free pick up at your chosen address and time or drop off the package at your nearest courier partner access point.
If you order items from different brands and wish to return few of them, please do send us an email to firstname.lastname@example.org specifying the individual items to be returned.
If your return is not sent securely and in suitable packaging, and subsequently arrives damaged, the third party seller reserves the right to reject this return, and as a result AdHoc Atelier will not process the refund.
Refunds will be issued in the same currency as the original purchase. Any differences in the refunded amount are due to exchange rate fluctuations and will not be reimbursed.
We will refund your order once the brand confirms receipt of the returned item. We will refund items if received by the brand in an unused state.
If the original order was below the €350 threshold for free shipping, the shipping fee will be excluded from the refund. If a total or a partial return brings the total amount paid below €350, the shipping amount will be deducted from the refund according to your local shipping rate.