FAQ ATELIER DUNE

We accept the following methods of payment: 

• PayPal
• Apple Pay
• Amazon Pay
• Visa 
• Mastercard
• American Express
• CB

You can track the status of your order using the tracking link provided in the shipping confirmation e-mail we send once your order has shipped.
If you have not received a confirmation e-mail, please contact us at [email protected]

If you have made a mistake when placing your order, please contact our customer service team at[email protected]as soon as possible, stating your order number.

We will do our best to accommodate your changes, but please note that changes may not be possible if the order has already been processed or shipped.

Orders may be cancelled if they have not yet been processed or shipped. 

Please contact our customer service team immediately at [email protected] if you wish to cancel your order.

We offer the following delivery methods: 

• Standard home delivery (3 working days) via Colissimo
• Express home delivery (2 working days) via Colissimo
• Delivery within 3 working days to pick-up points via Mondial Relay

Our delivery charges are as follows:

• Free delivery to relay points for purchases over €150. 
• Standard home delivery for €5, free for all purchases over €150. 
• Express home delivery for 8€.
  
  Customs clearance fees may apply in the countries concerned.

It depends on when you placed your order: 

• If you place your order before 12pm, Monday to Friday, your order will be dispatched the same day. 
• Between Monday and Thursday, after 12 noon, your parcel will be dispatched the next day.
• Between Friday after 12am and Sunday 00am, the parcel will be dispatched on Monday.
• If you place an order on a public holiday, it will be dispatched on the next working day. 

Depending on the delivery method you have selected, you will receive your order within 2 to 8 days.

Atelier Dune We deliver anywhere in the world. If you have any questions, please contact us at [email protected]

Customs clearance fees may apply in the countries concerned.

Yes, you can return it to us within 14 days of receiving your order.
You have the right to changeReview(s) !...although frankly, as it fits everyone and looks great, we doubt you'll want to return your poncho!

ATTENTION: Please note that personalized ponchos cannot be exchanged, returned or refunded. Be sure to check the details before finalizing your order.

No, you cannot return a personalized product with embroidery. Personalized ponchos cannot be exchanged, returned or refunded. 

So be sure to check the details before finalizing your order.

Yes, you are responsible for return shipping costs. 

In keeping with our eco-responsible commitments, we are not in favor of free returns, which lead to abuse and generate unnecessary pollution from packaging and transporting goods. As our products are one-size-fits-all, we believe that it is the buyer's responsibility to take care of the return, so that we can all feel responsible for our reasoned purchasing decisions.

It's easy, just send us an e-mail with your order number to [email protected] and return your item (in the original packaging, it's more practical and environmentally friendly!) following the instructions on the attached form. You must enclose it with your completed and printed parcel.
(For more information, go to returns & refunds)

We will then proceed with the exchange or refund as quickly as possible! We will send you an e-mail as soon as we receive your return to the workshop. In the event that we are unable to provide a suitable replacement item, we will contact you by email. Please allow up to 10 days for us to receive your return (we advise you to return it by Colissimo or Chronopost so that you're covered if it gets lost en route). 

Atelier Dune makes its ponchos in a workshop in Portugal renowned for its high quality terry.
The choice of Portugal reflects our commitment to the best quality at the best price, while minimizing our carbon footprint.
What's more, our workshop works with the world's leading French luxury brands, guaranteeing the irreproachable quality of the cotton, weaving and tailoring (cutting, sewing and embroidery). With Atelier Dune, you're buying a high-quality product that's also eco-responsible.

You can have all the poncho models sold on our site embroidered. L'Atelier Du Quai, a textile personalization workshop, will carry out your personalization from their Lyon-based workshop. 

3 embroidery fonts and 5 thread colors are available, for up to 20 characters and without emojis. 

Personalization costs €15 per embroidered poncho, and takes 8-10 working days to receive if you choose this option.

As your poncho is 100% cotton, it can theoretically be washed up to 60 degrees, although gentle washes are better for both your clothes and the planet. We therefore recommend that you wash it at 30 degrees, or 40 degrees maximum, with a gentle spin. 

Tumble-drying is permitted: not too hot, it will plump up the fibers and restore the softness of your poncho. If you prefer to air-dry, avoid excessive exposure to direct sunlight. To obtain our subtle shades, the dye chosen is delicate. And if, like us, you're a fan of old-fashioned shades, you'll be delighted over the years. 

If threads appear with use, it's due to the length of the loop that gives our sponge its softness. A tighter sponge would be thinner, drier and less soft. The disadvantage of a long loop is that a few threads may come out, which simply need to be cut with a good pair of scissors! A little trimming and your poncho will look as good as new!

You can embroider a word, a first name, or if you're a company, a logo. 

The embroidery will be placed at heart level. 

The color of the embroidery depends on your choice.
In fact, you can choose from 5 beautiful thread shades: Bronze, White, Black, Gold and Silver.

For specific requests, please contact us.

The embroidery on the heart will measure around 8 cm, while the letters will be around 5 mm high.