FAQ | FREQUENTLY ASKED QUESTIONS
REQUENTLY ASKED QUESTIONS (FAQ'S)
How much do I pay for delivery service?
We have 3 options. Shipping domestic within the U.S., including Hawaii, is $4.99. Otherwise, for faster delivery it costs a flat rate of $19.99. Even faster delivery is $34.99.
|Ground | 4-6 business days||$4.99|
|2-Day Shipping | 2 business days||$19.99|
|Priority Express | 1 business day||$35|
Do you ship outside the United States?
Yes, we ship globally.
How long does it take to process my order?
It will take 1-3 business days to process.
What is the return policy?
Returns or exchanges will be gladly accepted within 21 days after your order's ship date. You will know the exact ship date as well as tracking number when you receive a confirmation email that your order has been shipped. Customer is responsible for the cost of returning the items to kids atelier. A prepaid postage label will be issued for your convenience, the cost of the label - when used - will be deducted from the total refund amount If the label is not used, the full refund will be issued.
We will only accept returns for items that are unworn and unwashed with the tags still attached that are not labeled “final sale.” Final sale items are 60% off or more.
No returns will be accepted without a Return Merchandise Authorization number (RMA#). Packages returned without RMA# will be rejected and sent back to sender.
What happens if I return an item that I bought on sale or used a promo code on?
Coupons and discount codes are allocated across all applicable items. If you applied a coupon or discount code on the order you're returning, OR if you are returning an item purchased on sale, you'll be refunded the amount that you paid after the applied discount.
I want to return my order(s), what is the return process?
To create a return and print a return postage label:
- Go to our Returns Page:(https://track.shipstation.com/f/r/e/fLkq1i68U06Veg2O29RStQ%3D%3D)
- Enter your Order# and the zip code when prompted.
- Select the products you want to return specifying the reason(s).
- Download and print the label.
- Securely pack and drop the package at USPS or hand it to your USPS mail carrier.
How do I cancel my order?
To cancel your order, please email us within 24-48 hours of placing your order at firstname.lastname@example.org or call us at 408-340-5350 M-F between 9:00 AM and 4:00 PM PST.
If your order has shipped prior to your request, you will have to wait to receive it and then process a return request following the steps shown above.
Can I track my order?
Click on the order you would like to track in 'My Account' and you will be able to track your order. You will also be sent an email with the tracking number and the items that have been dispatched.
Why was my order cancelled?
We use a third party application called Riskified to help us identify fraudulent orders. Riskified will review our orders for fraud without adding friction to the shopping experience by providing instant decisions. Riskified reviews every submitted order using machine learning models and proprietary analytical tools. Their algorithms consider data including: the customer details, proxy detection, IP and geolocation, device and browser fingerprinting, and behavioral data. This information is then checked against millions of other orders to determine a risk profile. If your order has been cancelled try using a form of payment where the billing and the shipping address match with a correct CVV.
What payment method can I use?
We accept the following payment methods: Visa, Mastercard, American Express, Discover, Amazon Pay and Paypal.
Why does kids atelier charge sales tax on online orders?
kids atelier is required by law to charge sales tax or use tax in any state in which it has a physical presence. The actual tax rate will be applied to your purchase based on the destination of the order.
Is my credit card secure?
Yes, the data is SSL-encrypted and PCI compliant with the PCI Data Security standards for all major credit cards. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.
Can I order over the phone instead?
Yes, we will gladly accept your order by phone at (408) 340-5350. Our Customer Service hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. (PST).
How does the sizing work?
Please refer to our Size Chart.
I just placed an order yesterday, and now you're offering a coupon. Can I use it on my previous order?
Sorry, but we are unable to retroactively apply coupons to orders that have already been placed.
Something I just ordered yesterday at full price is now on sale! Can I get the sale price?
We'll issue you the price difference in original form of payment, as long as:
- Your order was placed within 5 days of the item(s) going on sale
- You purchased the item(s) at the original price. We cannot offer further markdowns on sale merchandise.
Still unsure, or have more questions?
You may contact us via email or by calling us at (408) 340-5350. We're here Monday through Friday from 9:00 a.m. to 5:00 p.m. (PST).