Frequently Asked Questions
Find the answers to the most frequently asked questions below
PRODUCTS & SIZE
Our Sizing Chart, found on most product pages, will help you select the correct size. Please use this carefully!
If you need further help, please feel free to contact our customer support.
Sure, please get in touch with us when you desire more information about a product. Our customer service agents are always here to help you
At Atelier Wallien we take pride in the unique models we design. That’s why we almost never reproduce our products and they’re only released once on the website. Occasionally, some sold-out products and sizes are restocked. Please sign up for our newsletter to stay up to date! We will announce all restocking and new collections there first.
ORDERS
It can take up to 2 hours after you have placed your order, for you to receive the confirmation e-mail. Please also check your spam inbox.
If the payment has been processed and you haven’t received a confirmation after two hours, please get in touch with our customer service.
Once an order is placed we instantly process your order to ensure the quickest delivery possible.
However, if you wish to cancel your order, please contact us immediately. We will look into the status of your order and if it hasn’t been picked yet, we are usually able to cancel it for you.
In order to process all orders quickly, we immediately send all orders to our warehouse to be picked, packaged and shipped. Once your order has been paid and processed, it is no longer possible to change the order.
If you wish to cancel your order, please contact our customer support immediately. We will look into the status of your order and if it hasn’t been picked yet, we are usually able to cancel it for you.
Once you have placed your order, you will receive a confirmation by email. We will then start to process your order as soon as possible. When the order is ready for shipment, you will receive an email with the tracking information. You can use this information to track the shipment of your order until it is delivered.
PAYMENTS
You can pay for your order with the following options:
Credit Card (Visa, MasterCard, American Express)
iDeal
Did you get the notification ‘Payment failed’ after you went through the payment procedure? There are a few solutions: delete your cookies and cache data, use a different browser or use a different payment method. If this doesn’t solve the problem, please contact our customer service.
Has the purchase amount been deducted from your bank account, yet the website says that the order failed? Please contact our customer services as soon as possible, so we can start processing your order. Please send us a screenshot of the payment and we will send you the product!
Your invoice is always included in the shipping confirmation e-mail. If you can’t find the invoice, please contact our customer service so we can send it to you.
VAT is Value Added Tax, which are the taxes paid on top of the value from the sale of products or services.
Both customers inside and outside the EU pay VAT on their purchases. If you purchase from within the EU the VAT is included in the price of our products. If you purchase from another country, you will have to pay this in the form of our import duties.
SHIPPING
We offer delivery within Western Europe. Shipping costs are defined in the table below. They will be calculated during check-out. Your order will be processed on the same day if it was completed before the cut-off time. Please note that we do not process orders on weekends and national holidays in the Netherlands.
| Country | Cost for order up to €100,- | Cost for order above €100,- | Transit time (working days) | Cut-off time (Monday-Friday) |
|---|---|---|---|---|
| Netherlands | €4,95 | FREE | 1-2 | 17:00 |
| Belgium, Germany, Luxemburg | €6,95 | FREE | 1-3 | 17:00 |
| Austria, Denmark, France, Italy, Portugal, Spain, Sweden, Norway | €14,95 | FREE | 2-3 | 17:00 |
| United Kingdom | €14,95 | FREE | 2-3 | 17:00 |
If placing an order outside the EU then custom charges may apply. For countries inside the EU there are no custom charges.
A mistake is easily made! When you have accidently filled in the wrong address please contact our customer service department as soon as possible. They will try their best to solve this issue for you.
Please note that the delivery of your package may be delayed, and that it could be too late to make any adjustments.
Have you already placed your order? Please get in touch with our customer service team as soon as possible. We will then check if it’s still possible to change the delivery address.
In order to guarantee fast processing, orders are sent to our warehouse immediately so they can be packed and shipped as soon as possible. When your order is paid and processed it, unfortunately, is no longer possible to make adjustments.
We’re sorry to hear that your package hasn’t been delivered yet, but don’t worry. Always check the tracking link you received via e-mail. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address.
Is the delivery address correct and the estimated delivery time unchanged? Then please check your mail to see if you received a note from the shipping company. The package may have been delivered to your neighbors’ or your delivery window may have been rescheduled.
In case there is an issue with the delivery of your order or your parcel has not been delivered, please get in touch with our customer support. We will look into the whereabouts of your parcel to ensure a quick delivery.
RETURNS
Our returns policy allows you to return products unused within 30 days of receiving them. You can open the package and check the contents. Apparel should be returned unused, unwashed and with all labels and hygiene stickers still attached. Apparel that does not meet this criteria cannot be refunded.
To start you return please enter your details in our return portal: https://atelierwallien.shipping-portal.com/rp/
Return costs are free in the Netherlands and Belgium. Return cost from other countries are not covered by Atelier Wallien.
After shipping your return you should receive a receipt with a tracking code so you can track the shipment. Please hold onto this receipt as it is your proof of shipment.
To ensure the arrival of your return, we strongly recommend sending the parcel by registered mail. If the return is not shipped using registered mail, Atelier Wallien cannot be held liable for missing items.
Once we have received your return, we will do our best to process it quickly. This usually takes 2-3 day.
We will refund your return as soon as possible and at the latest within 14 days of receiving your return. We always refund your money to original payment method.
Once we have received your shipment, we will process the return as soon as possible. It takes a maximum of two working days to start processing your return. Once it is processed in our warehouse, we will start the refund or store credit process. We will send you an email once this is finished.
Can't find your answer above? No worries, our Customer Support here for you. They are available on:
Mondays - Fridays from 9:00 - 17:00 CET/CEST.
You can contact us through:
Chat: use the chat button on the website to contact us
E-mail: support@wallien.com
WhatsApp: +31637334084