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Everything you need to know, all in one place.
Frequently asked questions
We’ve gathered the most common questions to help you quickly find the answers you need — from orders and shipping to sizing and returns.
Still need help? No problem — our customer service team is here for you. Just get in touch, and we’ll be happy to assist.
Let’s make your Atélure experience effortless.
📦 Shipping & Delivery
Where is my order?
Once your order ships, you’ll receive an email with tracking details. You can also track your order via your Atélure account or our Order Tracking page.
Why is there no tracking update?
Tracking updates may be delayed due to factors like customs clearance or carrier delays. If there’s no update after 48 hours, please contact us.
Why didn't I get a shipment notification email?
Please check your spam or junk folder. If you still can’t find it, ensure your email address was entered correctly at checkout.
Why is my order marked as delivered but I haven't received it?
Occasionally, carriers mark packages as delivered before they arrive. Please wait 48 hours. If it still hasn’t arrived, check with neighbors or contact the carrier.
Why was my order returned to sender or refused?
This can happen due to incorrect address details or delivery issues. Please double-check your shipping information before placing an order.
What can I do if the delivery of my parcel was unsuccessful?
Verify your shipping address and contact the carrier for re-delivery options. If issues persist, reach out to our customer service.
🛍️ Order Issues
How do I change or cancel my order?
If your order hasn’t shipped yet, contact us immediately with your order number. Once shipped, we can’t make changes, but we can assist with returns.
Missing item from my order?
Please contact us with your order number and details of the missing item. We’ll resolve the issue promptly.
What should I do if there's something wrong with my order?
Reach out to us with your order number and a description of the issue, including photos if applicable.
🔄 Returns & Refunds
Can I return an item?
Yes, returns are accepted within 30 days of receipt. Items must be unworn, unwashed, and in original condition. Please review our Return Policy for details.
When will I be refunded?
Refunds are processed within 5 business days after we receive your return. It may take additional time for the refund to appear in your account, depending on your payment method.
💳 Payments & Promotions
What payment methods do you accept?
We accept major credit cards and other secure payment options listed at checkout.
What currency are your prices in?
All prices are displayed in GBP.
Can I use more than one promo code on an order?
Only one promotional code can be applied per order.
📧 Email Communication
Not receiving our emails?
Check your spam or junk folder. To ensure you receive our emails, add support@atelure.com to your contacts.
How can I whitelist your email address?
Add our email to your address book or safe sender list in your email settings.
