atelier VINTAGE
​
​
Return policy for vintage shop:
We regret to inform you that no returns or exchanges will be accepted for vintage pieces purchased through our Ecommerce platform. Vintage items are unique and come with natural wear and tear, as well as potential imperfections that add to their character and charm. We provide detailed descriptions and images of each vintage item to ensure transparency and help customers make informed decisions. Please note that due to the inherent nature of vintage pieces, we cannot accept returns or exchanges based on the item's vintage condition. We encourage you to carefully review the product information and reach out to our customer support team : shop@ateliermonamo.com if you have any questions before making your purchase. Your satisfaction is important to us, and we appreciate your understanding of our policy regarding vintage pieces.
​
atelier CUSTOM
Return policy for atelier custom:
We do not offer returns or refunds for Products that have been personalized or made to your own bespoke specifications.
​
​
atelier LIVING
​
Kindly take note that the atelier living products are currently being supplied and operated by a third-party company called SideDoor. For further information regarding SideDoor Product Returns, Order Cancellations, and Damages Policy please refer to the following information which is also available at the checkout section of the shop:
Returns
Products ordered through SideDoor are not eligible for return. However, in the case of damage during transit of items, SideDoor will work with you to find an ideal solution to repair or replace damaged items.
Order Cancellations
SideDoor is unable to cancel orders that have already been placed. For questions or concerns on this policy, please reach out to our team via email: info@onsidedoor.com.
Damages
In cases of damage during transit or other product issues, SideDoor will work with you directly to coordinate for repairs, and (if necessary) replacement of damaged piece(s). If you or your client observe damages or other issues, please reach out to our team by contacting info@onsidedoor.com. You will then be asked to provide:
-
The order number that the item is attached to
-
A picture of the shipping packaging that the item arrived in
-
3 pictures of the item itself showing the damage (2 up-close, and 1 from further away)
Please Note: The customer must inspect all items at delivery (even if the product is delivered by threshold delivery) and notate any damages before the delivery driver departs for a damage claim to be accepted. We require notice of any product issues within 48 hours of delivery in order to process any replacements or repairs.
Kindly take note that the atelier living products are currently being supplied and operated by a third-party company called SideDoor. For further information regarding SideDoor, please refer to the Frequently Asked Questions (FAQ) section provided below:
How Does Pricing Work at SideDoor?
Prices shown have standard threshold delivery shipping costs already included. There are no additional shipping charges added at checkout, unless you choose to add White Glove Delivery service.
Please note: the charge on your card will show up as SideDoor LLC, whether you are purchasing directly through links shared with you by your designer, or if you're purchasing through a designer's website. SideDoor handles purchasing process and order fulfillment.
What is standard threshold delivery?
Threshold Deliveries will be protected from the weather by placing them in the closest dry area (porch, garage or inside the closest door of the dwelling). It does not include bringing your order inside, or any assembly. For that, please add on the White Glove Delivery service during checkout.
What is White Glove Delivery?
White Glove Delivery includes bringing in the delivery to the desired room, unboxing, light assembly, and removal of all the packing material. Two flights of stairs are also included in this service.
How are returns handled?
SideDoor does not accept returns, cancellations, or exchanges, as all pieces are shipped directly from the manufacturer. All sales are final.
Please Note: Customer must inspect all items at delivery (even if the delivery is threshold) and notate any damages before the delivery driver leaves for a damage claim to be accepted. We will need pictures of both the damage and packaging within 48 hours of delivery to initiate any replacement or repairs.
What if something goes wrong with my order?
If you receive your order and there is damage or a manufacturer defect, please contact SideDoor customer service as soon as possible at info@onsidedoor.com. The SideDoor team will arrange repair or replacement as appropriate for the issue. Please provide the order number that the item is attached to, a picture of the shipping packaging that the item arrived in, and three pictures of the item itself showing the damage (2 up-close, and 1 from further away).
How are pre-order questions answered?
For any questions before you place your order, please reach out to the designer or shop owner you are purchasing through. They will be happy to assist!
How do I track the status of my order?
You will be sent email updates as your order goes through the shipping process. You can also create a customer profile during the purchasing process, so you can log-in and check your order status. If you check out as a guest, you will be unable to log-in and check your order status.
My question wasn’t answered!
We are here to help you have the most seamless order process possible. If you have additional questions, reach out to info@onsidedoor.com. For post-purchase questions, email us at the same address or give us a call at (801) 508-4343
​