Politique d’expédition
SHIPPING POLICY
This Shipping Policy applies to all orders placed on the Atelier du Cristal site ("we", "our", "us").
By confirming an order, the customer ("you", "your") acknowledges having read, understood and accepted without reservation all the provisions below.
Order processing
Orders are prepared on business days (excluding weekends and public holidays).
The average preparation time is between 1 and 5 business days, without guarantee.
These times may vary according to demand, availability or any external circumstance.
Once the order is validated, no modification or cancellation will be accepted.
Delivery time
Delivery times are strictly indicative.
They depend in particular on:
– the carrier, – logistical conditions, – customs formalities, – seasonal periods, – unforeseen events (e.g. strike, weather, crisis, etc.).
No delay can justify:
– a cancellation of the order, – a refund, – compensation.
Tracking & management
When available, a tracking number may be provided.
The customer is responsible for consulting the information relating to their parcel directly with the carrier.
We do not control the updating of tracking.
The absence or delay of tracking updates does not constitute grounds for a claim.
Address provided
The customer guarantees the accuracy of the address transmitted when placing the order.
In case of an address that is:
– incorrect, – incomplete, – untraceable, – non-compliant,
→ no responsibility can be attributed to Atelier du Cristal, → no refund will be made.
If the parcel is returned to the sender, reshipment may be offered at the customer's expense.
Order marked as "delivered" but not received
When the carrier indicates that the parcel is "delivered", the order is considered executed and fulfilled.
In this case:
→ no refund, free reshipment, exchange or compensation can be claimed, even if the customer claims not to have received the item.
It is up to the customer to:
– check their mailbox, – consult the neighborhood / concierge / reception, – go to the post office or pickup point, – directly contact the carrier.
From the "delivered" status onwards, all risks are transferred to the customer.
The customer also acknowledges that they purchase in full awareness and that it is up to them to verify beforehand the reliability of the seller according to their own judgment.
The customer fully accepts the risk inherent in online purchasing and cannot subsequently blame a lack of seriousness on the site to justify a non-receipt.
Order marked as "paid" + delivery of the personalized product
The main product provided by Atelier du Cristal is a custom sculpture lamp made of epoxy resin and solid wood, accompanied by its personalization elements (in particular embedded figurine, serial number engraved by hand on the edge of the wood, edition certificate, gift box).
As soon as payment is validated and the order confirmation transmitted:
– the order is considered committed and being processed, – the performance of the service begins immediately (in particular the personalization to order).
No dispute or refund may be granted on the grounds that:
– the parcel is delayed, – the parcel has not been received, – the parcel is lost, – the parcel was marked "delivered" but not found.
Non-delivery & carrier investigation
In case of non-delivery beyond the indicative time, the customer must contact our support to open a carrier investigation.
Estimated duration: up to 30 business days, sometimes more.
No action (replacement / refund) can be carried out before the official closure of the investigation.
Investigation result:
– Confirmed proven loss → reshipment or refund possible, at our sole discretion – Confirmed delivery → no compensation
Duties & taxes
Any customs fees, local taxes, controls or withholdings are the sole responsibility of the customer.
No delay caused by the authorities can be grounds for a refund.
Force majeure
No refund or compensation may be claimed in case of disruption related to circumstances beyond our control (force majeure).
Transfer of risks
The risks related to transport are transferred to the customer as soon as the parcel is taken in charge by the carrier.
Abusive behavior & fraud
In case of suspicion of fraud, identity or address inconsistency, abuse, use of VPN/proxy, attempt at unjustified chargeback, etc., Atelier du Cristal reserves the right to:
– suspend, – cancel, – block the order, – require the supporting documents deemed necessary.
No compensation will be granted.
Contact
Any request must be addressed exclusively by email to:
contact@atelierducristal.com
Mandatory transmission:
– name, – order number, – clear description, – evidence (photos, screenshots, etc.).
Response time: up to 7 business days (or more).
No compensation will be granted for a response time deemed too long.
Modification
Atelier du Cristal reserves the right to modify this policy at any time.
RETURNS POLICY
Nature of the products
The products sold include in particular:
– custom sculpture lamps made of epoxy resin and solid wood, – an embedded figurine in the resin, – a serial number engraved by hand on the edge of the wood, – a gift box and a signed and numbered edition certificate.
No right of withdrawal
For reasons related to:
– the nature of the products (creations made to the customer's order, clearly personalized by hand-engraved numbering), – the express exclusion of the right of withdrawal under consumer protection law applicable to goods made according to the consumer's specifications, – the fragility of sculpture lamps in epoxy resin and solid wood, likely to be altered by handling,
→ the products are not eligible for the classic right of withdrawal after order, engraving or opening.
No return, exchange or refund can be accepted after the order, except in case of proven defect according to the conditions below.
Order deemed executed
As soon as payment is validated and the order placed in preparation, it is deemed executed.
The order remains considered executed even in case of:
– delivery delay, – non-receipt of the parcel while tracking indicates "delivered", – inability of the customer to collect their parcel (absence, expired pickup point, etc.).
Defective products
A request may be examined only if:
– the claim is made within a period of 7 calendar days after the delivery date indicated by the carrier, – clear photos and supporting documents are provided (lamp, resin, wood, embedded figurine, internal and external packaging, shipping label), – the defect is objectively proven (significant damage, obvious breakage upon receipt, numbering not matching the order).
Possible treatment, at our sole discretion:
→ replacement of the product or the part concerned, → or partial / full refund.
Any request submitted after the deadline, without sufficient evidence, related to mishandling, poor storage, an impact, voluntary alteration or normal wear and tear will be refused.
Parcel marked delivered → not received
If the carrier marks the parcel "delivered", the order is considered fulfilled.
→ No refund or reshipment will be granted.
The customer must contact:
– their neighborhood, – their concierge / reception, – their post office / pickup point, – the carrier.
Incorrect address / Refusal / Non-collection
In case of:
– incorrect or incomplete address, – parcel voluntarily refused, – parcel not collected within the deadline (pickup point, etc.),
→ No refund will be made. → Reshipment may be considered only if the parcel is returned to us, at the customer's expense.
Fraud
In case of suspicion of fraud, abusive claims, unjustified chargebacks or doubtful behavior, Atelier du Cristal reserves the right to:
– refuse any return, – block an order, – suspend any commercial relationship, – require additional supporting documents.
No compensation will be granted.
Contact
Any request relating to a return or a defective product must be addressed exclusively by email:
contact@atelierducristal.com
With mandatory:
– name and first name, – order number, – detailed description of the situation, – photos and evidence.