WHAT IS THE STATUS OF MY ORDER? 

All orders are processed within 24 hours Monday-Friday. Orders are not processed or shipped on weekends. Once an order has shipped, an email will be sent with tracking information.

WHAT PAYMENT METHODS ARE ACCEPTED?

We use STRIPE to accept Visa, Mastercard, American Express, Discover, PayPal and Apple Pay.

CAN MY ORDER BE GIFT WRAPPED?

At present, ATELIERWOLFE.com does not order gift wrapping services as this would add additional time to your order. As ATELIERWOLFE.com continues to grow, we look forward to including gift box and wrapping services included in each order. Invoices shipped in all orders do not show products or order totals. If you want a proper invoice, please contact our Customer Service’s team.

WHERE CAN I FIND ATELIER WOLFE NEAR ME?

At present, ATELIER WOLFE is an e-commerce only boutique. If you are interested in stocking products or developing a location, please contact our Customer Service’s team.

WHAT ARE YOUR SHIPPING METHODS AND POLICIES?

All orders are shipped through the provider that offers the most cost effective and time efficient method for the recipient of the order.

CAN YOU SEND ME A SAMPLE?

Each of our items are custom orders. Per this production model, we cannot ship specific samples upon request, but you might contact our Customer Service’s team to learn more about partnerships and collaborations.

WHERE CAN I USE MY GIFT CARD?

Gift Cards purchased on ATELIERWOLFE.com can only be used towards online orders and are not redeemable in stores.

DO YOU ACCEPT RETURNS?

Due to the one-off and highly personalized nature of print on demand, we do not maintain stock to exchange items. 

As a special one time exception to our Returns Policy, any ATELIER WOLFE products purchased during this situation may be returned within 30 days from delivery. All other terms and conditions under our Returns Policy apply.

Please note that all items must be returned unused, with authentic labels and in original packaging. If goods returned are not in a re-sellable condition, we may not accept your return. Any promotional gifts received with your purchase must also be returned. Your right to return goods does not apply to goods made to your specification, or which have been clearly personalized, or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly, or where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery. For the return of leather goods, items should be returned unused, with all tags attached and with all ATELIER WOLFE packaging (including any dust bags and plastic packaging). Please submit your request for return, including the order number and item you are looking to return to receive a prepaid UPS return label from Customer Care.

HOW CAN I CONTACT CUSTOMER CARE? 

Customer Care is available through our Contact Form at ATELIERWOLFE.com/customer-care/
Please allow 24 to 48 hours to receive a response via email.

REPRINTS

While we want every order to be perfect, mistakes sometimes happen. If there is a manufacturing mistake during printing or an item is damaged during shipping, we want to hear about it. Please reach out to our Customer Care with a photo of the damaged product, a description of the issue, and the order number. We’ll issue a reprint and ship a new product to your customer at no cost to you. Please note that all complaints regarding product quality should be reported within two months of purchase.

TURNAROUND TIMES

Everyone wants the product they ordered as fast as possible — but most people have no idea how long it takes to manufacture or ship something, Due to these unprecedented times, and the custom nature of print-on-demand, an order may feel like something is “late” or “missing” when it’s actually fine. Please note the delivery estimate in your order. If you are concerned about your order, please reach out sooner than later by contacting customercare@atelierwolfe.com

VARIANCE

Products that are made one at a time are, in a way, essentially hand-made. By definitions, there is no assembly line to systematically crank out the same product in the exact same way. Even when you make say, ten units on demand, because there’s no way to predict that ten unit order, there’s no process that can make ten units more consistently than one. 

As a result, no two on-demand products are exactly the same. In print products, you’ll see this manifest in the form of slightly different locations for the print area across multiple units. This doesn’t mean a product was produced incorrectly; it just means it was made by a person, like every print on demand product. 

Capacity 

One last challenge that’s somewhat unique to print-on-demand is production capacity. Since orders are processed and produced as they arrive, it’s impossible to prepare for spikes (holidays, sales, etc.) the same way you might with traditional manufacturing — namely, by investing a lot of money in upfront bulk production and storage. If there’s a sudden rush of orders sent to a single manufacturer, it’s entirely possible that there simply won’t be enough people and machines to produce them all at normal speeds. However, the unique network and order routing technology does help in this area. We have multiple suppliers for many products, and are constantly adding more. We’re also able to route any given order to different manufacturers for any number of reasons (location/cost of shipping, etc.), including available production capacity during a crunch. Thousands of orders have been moved around due to storms, labor issues, even manufacturers going out of business, and avoided frustrating outcomes for our customers.