YOU & ATELIER ALIENOR

Ordering Atelier Aliénor.com

1. Who are we?
2. Where else can I find Atelier Aliénor’s products?
3. My dreamy espadrilles are out of stock! What can I do?
4. I need to change my order. How can I do that?
5. I have just ordered. Where is my order confirmation?

Our Collection

6. What makes your French espadrilles so unique?
7. What is your price philosophy?
8. I have just received my espadrilles and they are too tight. What should I do?
9. I am not familiar with French size. How do I find out what size I am?

Quality & Care

10. You are offering espadrilles made in France but I thought espadrilles were Spanish!
11. What type of materials do you use in the espadrilles?
12. How can I take care of my French espadrilles?
13. How can I get rid of stains?
14. Why are the color of my leather espadrilles slightly different from the picture?

Payment

15. Which credit cards are accepted?
16. How do you protect my personal data?

Shipping & Handling

17. I can’t wait to wear my espadrilles! How long does delivery take?
18. How much are the shipping costs for my order?
19. Where do you ship?
20. How can I track my order?

Exchanges & Returns

21. How do I return or exchange my espadrilles?
22. When will I receive my refund?

Ordering Atelier Alienor.com

1. Who are we?

Atelier Aliénor is a young and independent Maison that offers the finest and long-lasting espadrilles you’ll ever find. They are handmade with love by Laurie Cazaux in the South of France.
The brand was founded in Houston, Texas in 2017 and is now based in France.

2. Where else can I find Atelier Aliénor’s products?

Atelier Aliénor’s espadrilles are available through our online Shop and in our workshop in Biarritz, 2B rue Reptou.
You will be able to meet us in special events. We will communicate about them on our website and in our newsletter. Subscribe now!

3. My dreamy espadrilles are out of stock! What can I do?

We are doing everything that we can to deal with it. Please do not hesitate to send us an email and we’ll get back to you when your favorite shoes are back in stock.

4. I need to change my order. How can I do that?

You can contact us immediately by email. Please note that once your item has already been processed for shipping we will be unable to make any changes.

5. I have just ordered. Where is my order confirmation?

You will receive your order confirmation by email. We will also notify you once the package is shipped, received and in case of shipping delays.
If you did not receive any mail, please check your spam folder or the email address you entered in your personal information.

Our collection

6. What makes your French espadrilles so unique?

Our espadrilles are handcrafted in small batches by Laurie Cazaux exclusively in France. Each pair is unique and every details count!
They are made from the most delicate and exquisite materials that were consciously sourced in France. The leather comes from a French family-owned tannery that partners with the most luxurious brands. 
Please read below the Quality & Care section to learn more about the quality of our materials.

7. What is your price philosophy?

8. I have just received my espadrilles and they are too tight. What should I do?

All of our shoes will and should have a firm fit and feel snug as a sock at first (as long as they are not uncomfortable and pressing too hard). The leather is a natural material that will give and perfectly conforms to your feet within a few wears.
For the crossover sandals: you need to wear them a couple of times so that the front of the espadrilles opens up and your feet are not pushed back anymore. You can also point your toes towards the ground just like a  ballerina to make the leather stretch even more.
If they are really too tight, please send us back your items in unused and new conditions within 14 days after your purchase. Find out more about returns & exchanges below.

9. I am not familiar with French size. How do I find out what size I am?

The below table will help you convert French size into US size.
Since all of our espadrilles ship from France, we recommend you read our size instructions or contact us via email at contact@atelieralienor.com or on Instagram to be assisted before placing your order. We see less than 5% of returns because we assist most of our customers choose the right size for them 🙂

Quality & Care

10. You are offering espadrilles made in France but I thought espadrilles were Spanish!

They were actually born a long time ago in the Pyrenees, the mountain range that forms a natural border between France and Spain.
There may be uncertainty about their nationality but there is absolutely no doubt about which country put them on the fashion scene. Any guess? La France, bien sûr! Yves Saint Laurent revisited the classic espadrilles and put them on a wedge in the 1970s. It was the beginning of the love story between fashion and espadrilles.

11. What type of materials do you use in the espadrilles?

Our soft leather comes from a famous French tannery that collaborate with the most luxury brands. It is a vegetable-tanned exquisite leather. The extraordinary quality and beauty of the leather make our espadrilles a unique product.
The leather we use for the liner and the sole is a vegetable-tanned leather that is safe for your feet and absorbs humidity and eliminates odors.

12. How can I take care of my French espadrilles?

Your darling espadrilles are made from delicate and elegant materials that need good care.
What are the steps?
Firstly, the Golden Rule: please leave them at home on rainy days and do not put them in the washing machine! The leather will not like it nor will the jute as it hardens with water.
The leather is very high quality and is already waterproof and stain-resistant thanks to vegetable oils the tannery uses during the tanning process. You won’t need to waterproof your espadrilles.
However, you can opt for leather renovator. From time to time, you can use a crepe brush (like the ones we sell) and light strokes, so as to clean the surface without causing damage.

13. How can I get rid of stains?

The leather is water-resistant and stains in surface can vanish with message (for real!). The vegetable tanning processes give the leather high resistance and a beautiful texture. However, I would recommend you waterproof it before wearing your espadrilles.

14. Why are the color of my leather espadrilles slightly different from the picture?

Leather is a natural material. Any color or texture variation is absolutely normal and must not be considered as imperfections. Instead, it is evidence of the beauty of nature.

Payments

15. Which credit cards are accepted?

Your payment can be done by credit cards (Visa, MasterCard, Maestro).
We do not allow payment several times.

16. How do you protect my personal data?

We implement security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.
We offer the use of a secure server. All information sent between you and Atelier Aliénor, including credit card data, is transmitted via Secure Socket Layer (SSL) technology and then encrypted only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential – our payment platform Stripe.

Shipping & Handling

17. I can’t wait to wear my espadrilles! How long does delivery take?

All of our espadrilles ship from our workshop in France. Orders will be shipped within 3 business days.
We use Colissimo as a carrier to ship to France and shipping takes about 3 to 8 business days.
We use Colissimo as a carrier to ship to France and shipping takes about 2 to 6 business days. All UE orders are shipped via Colissimo and shipping takes about 3 to 8 business days.
For international orders, we ship via DHL and it takes between 3 to 5 business days.
We do our best to ensure the timely delivery of all orders. However, on rare occasions, shipping can take more time than the estimated timeframe.

18. How much are the shipping costs for my order?

To find out the shipping costs, place an order, check out and enter your address. Shipping costs is based on the destination and the weight of your order.
For one pair of espadrilles, standard shipping to France costs about €8 and €15 for UE countries. International shipping costs about $55. Please note that custom duties in the US won’t apply for orders below $800.

19. Where do you ship?

We ship worldwide via DHL.
For countries in the European Union, no customs fees are applied. For other countries, customs charges may be applied by Customs of the country of delivery. Please note that the customs fare varies depending on the country of delivery. You are responsible for paying any taxes, duties and/or customs fees charged by your government.
For US orders: the threshold at which duties and taxes are imposed on imports is $800. For orders below $800, your parcel won’t need to go through formal customs procedures, which speeds up its delivery into the US 🙂

20. How can I track my order?

You’ll receive an email as soon as your item is shipped with the delivery information. You will be able to track your order by clicking the tracking link in your shipping confirmation email.

Returns & Exchanges

21. How do I return or exchange my espadrilles?

As we want you to be completely satisfied with your espadrilles, we will accept your return of product in new and unused condition within 14 days for a refund in the original form of payment.
To ship your item(s) back to Atelier Aliénor, please follow the steps:
1. Send us an email at contact@atelieralienor.com and let us know why you’d like to return your order.
2. Put the shoes in new and unused condition into their original box.
3. Take the invoice and the return shipping label that we put in the original box, alongside with the Thank you card. Both of the invoice and the shipping label should be placed outside of the parcel for customs matters. The return label is pre-paid and pre-addressed. The return shipping fee will automatically be deducted from your refund. It will be the same amount you paid for shipping at checkout.
4. No need to go anywhere, someone from the carrier’s company will come to pick up your parcel at your convenience.
To exchange a pair of espadrilles, please send us an email for assistance regarding sizing. You will need to return the pair and place a new order.
Upon receipt of returned goods, Atelier Aliénor reserves the right to deny refund if the item does not meet the return policy requirements. Once the carriers have hold of the package we cannot be responsible for delivered items that have been lost or stolen.
Any question? Please contact us, we will be pleased to help you!

22. When will I receive my refund?

Please allow 10 business says for us to receive your return package. All refunds to credit cards will appear within one billing statement.