Frequently asked questions
What types of personalization do you offer?
The personalization options for our products are as follows: Color: according to the color options offered on the product in question Text: from a sentence, a word according to your wishes Image: from an image that you send us
How do I request a personalization not offered on the product page?
For any specific request not present on the site and/or the product pages, please contact us at the email bonjour@atelierpato.com.
Is it possible to make a custom product?
Yes. Send us your request at the email address bonjour@atelierpato.com, and we will get back to you very quickly with a quote.
Are your products really made in Paris?
Yes! Our entire approach is based on 100% Parisian artisanal manufacturing using a circular and eco-responsible economy. Indeed, we repurpose dormant raw material or material destined to be destroyed in order to give it a second life! This is what is called upcycling.
What is the Made in Paris (Fabriqué à Paris) Label mentioned on some of your products?
The Made in Paris (Fabriqué à Paris) Label is a label created by the City of Paris in 2017 and awarded annually to a range of products in order to guarantee a 100% Parisian, virtuous production and to promote the excellence of local craftsmanship. Our workshop has been certified since 2018. This is why you may see the label's logo on some products.
What does upcycling mean?
In French surcyclage, it is the act of finding a new use for a product at the end of its life. Unlike recycling, it is not about obtaining new products from similar products.
How do I track my order?
Once the order is placed, we send you a confirmation email. The order is then "In progress". Once shipped, you receive an email containing the invoice and additional information related to the delivery. At any time you can track your order via your personal account.
How do I use a promo code?
When paying for your order you have the option to enter the promo code so that our system validates it and can update your cart.
How do I cancel an order that has been placed?
Any order placed on our website is processed within 48 hours. For any cancellation please contact customer service at the email address bonjour@atelierpato.com as soon as possible. Please note that no order can be canceled after its status has been marked "Completed".
How do I modify an order that has already been placed?
Orders that can be modified are those for which it is a matter of changing the personalization. In order to remove a product, you would need to proceed before the order status is indicated as "Completed". For any addition of a new product, you will have to place a new order and pay the delivery fees.
How can I retrieve the invoice for my order?
Once the order has been processed and sent, you can access its invoice in your personal account under the "Orders" tab. When the invoice is available, an INVOICE button is visible.
How do I make a return?
According to article 9 RIGHT OF WITHDRAWAL of our Terms and Conditions (CGV), you have 14 days after receiving your order to make a return. To do so, please contact us at the email address bonjour@atelierpato.com to make your return request. Note that we issue a refund within 30 days from the date of effective receipt of your withdrawal request. Finally, the return costs remain at your expense.