Refund policy

Excerpt from the General Terms and Conditions of Sale of the website www.ateliercharlotteauzou.com

8/ SHIPPING AND DELIVERY

Paper sewing patterns are shipped after order validation and full payment, including shipping fees.

8.1 Geographic Area Orders are only possible for delivery and billing addresses located in Metropolitan France. The Customer is fully responsible for the accuracy of the information provided.

8.2 Preparation Time The Seller commits to shipping orders within a maximum of 4 business days. The Seller reserves the right to modify preparation and shipping times, particularly during holidays. Any changes will be communicated on the Site's homepage. This timeframe does not include the delivery period of the parcel by the carrier, which is beyond the Seller’s responsibility (see below).

8.3 Shipping Fees Shipping costs are calculated based on the weight or total amount of the order and the chosen shipping method. They are visible on the order confirmation page and displayed in euros (€), net of tax, and not subject to VAT (Art. 293B of the French Tax Code).

8.4 Package Tracking
Each shipment is assigned a tracking number, which is provided by the Seller at the time of shipment. The package can be tracked directly on the carrier’s website.

8.5 Delivery Methods
Two delivery options are available for Metropolitan France:

• Pickup point delivery via Mondial Relay.
• Home delivery via Colissimo.

Pickup point delivery via Mondial Relay

• Delivery time: The carrier ensures delivery within an average of 3 to 6 business days from the date of shipment by the Seller. This timeframe may vary depending on the time of year. The Seller cannot be held responsible for delays caused by the carrier.
• Delivery location: The Customer selects a pickup point when confirming their order on the Site. The list of available pickup points and lockers can be found at: https://www.mondialrelay.fr/trouver-le-point-relais-le-plus-proche-de-chez-moi. Once the order has been confirmed, the choice of pickup point cannot be changed. If a Mondial Relay pickup point is unavailable (closure, inability to deliver, maximum storage capacity reached, etc.), it will not be offered to the Customer.
• Non-retrieval of package: If the Customer does not pick up their package within 5 days at a Pickup Point or at a Locker, the package will be automatically returned to the Seller by Mondial Relay.

Home delivery via Colissimo

• Delivery time: The carrier ensures delivery within an average of 2 to 3 business days from the date of shipment by the Seller. This timeframe may vary depending on the time of year. The Seller cannot be held responsible for delays caused by the carrier.
• Delivery location: Delivery is only possible to a residential address. Business addresses are not accepted. Once the order has been confirmed, the delivery address cannot be changed.
• Delivery method: If the package size allows, it will be placed directly in the recipient's mailbox. In case of absence and if the package cannot be delivered to the mailbox, the courier will leave it at the local post office, with a notice left in the Customer’s mailbox. Signature upon delivery is not available.
• Non-retrieval of package: If the Customer does not collect their package within 15 days from the post office, it will be automatically returned to the Seller.

8.6 Free Shipping
Shipping is free for any order of €80 or more (after discounts and promotional offers), but only for pickup point delivery via Mondial Relay. Home delivery via Colissimo remains chargeable regardless of the order amount.

8.7 Returns
The return process is detailed in Article 10 of these General Terms and Conditions of Sale.

8.8 Undelivered Package
If the Customer does not receive their package within the stated timeframe, they are advised to check the delivery tracking with the tracking number provided by the Seller and contact the carrier.
If an anomaly is detected (package marked as delivered but not received, incorrect address, etc.), the Customer must report the issue to the carrier and contact the Seller within 10 calendar days following the shipping date.

8.9 Damaged or Incomplete Package
Any complaint regarding a missing or damaged Product must be reported to the Seller by email at hello@ateliercharlotteauzou.com within 48 business hours after receiving the package, accompanied by photos as proof of the package’s condition and the Products.

8.10 Package Returned to the Seller
If a package is returned to the Seller due to non-retrieval within the specified timeframes at a pickup point or post office, the Customer may choose between:

• Reshipment of the package, subject to payment of additional shipping costs.
• A refund of the order amount, minus the initial shipping costs.

9/ RIGHT OF WITHDRAWAL

In accordance with Article L.221 of the French Consumer Code, the buyer has a period of 14 calendar days to exercise their right of withdrawal.

• Physical Products: For items purchased in paper format on the Site, this period starts from the date of receipt of the Product by the Customer. The Customer then has 14 calendar days to return the Product, unused and in perfect condition. Return costs are borne by the Customer. The return process is detailed in Article 10 of these General Terms and Conditions of Sale.
• Digital Products: For digital Products (PDF sewing patterns), as they are provided on an intangible medium, the Customer expressly acknowledges waiving their right of withdrawal upon the first download of their order.

10/ RETURNS

For sewing patterns in paper format shipped via Mondial Relay or Colissimo and marked as delivered, returns are possible under the following conditions:

10.1 Return Conditions
Returns are accepted within 14 days after receiving the order, in accordance with Article L.221 of the French Consumer Code (see Article 9). Returned Products must be unused, in perfect condition, and complete in their original packaging.

10.2 Return Request
The Customer may submit a return request through their customer account within the applicable time limit. To do so, they must go to the "My Orders" section, select the relevant order, then click "Manage" and "Return Items".
The Seller will review the request and notify the Customer of its approval or rejection in accordance with these Terms and Conditions of Sale.

10.3 Return Shipping
Return shipping costs are the responsibility of the Customer, except in cases of shipping errors attributable to the Seller. Returns must be sent using a tracked shipping method to the address provided by the Seller. The Seller is not responsible for lost or damaged packages during return shipping.

10.4 Refund
After receipt and verification of the returned items, the refund will be processed as soon as possible and within a maximum of 14 calendar days via the same payment method used for the purchase. Initial shipping costs are non-refundable, except in cases of Seller error.
If the digital product (PDF pattern) associated with the physical product (paper pattern) has been downloaded (download count more or equal 1), only the amount corresponding to the difference between the VAT-inclusive prices of the two product variants will be refunded to the customer.

10.5 Exchange
No exchanges are possible. The Customer must return the Product and place a new order if they wish to receive a different item.