Terms of service

Shipping Policy

We prioritize the careful packaging of each order to maintain the quality and safety of your items during shipping.

International Shipping (all orders outside of Switzerland)

Shipping Costs: For orders outside Switzerland, the shipping fees displayed at checkout do not cover any customs duties, taxes, or extra charges imposed by the destination country. These costs are the responsibility of the customer.

Duties, Taxes, and Fees: Customs charges are not included in the checkout process. We recommend checking your country's import regulations before placing an order to understand any potential fees you may incur. Customers are responsible for paying any charges required to receive their package.

Responsibility for Fees: We are not responsible for any customs duties, taxes, or fees related to international shipments. It is the customer’s obligation to pay these costs upon receiving the order.

Returned Packages: If a package is returned due to unpaid customs fees, the order will be refunded automatically, but a 30% restocking fee will be deducted, in addition to any charges from the carrier. Please note that shipping fees are non-refundable.

Re-Delivery: If you wish to have your package re-delivered, you will need to place a new order.

Return Policy

We provide a 14-day return policy, giving you a week after delivery to examine your item, test it out, and report any issues. If the item is unsuitable or you change your mind, you'll need to handle return shipping costs and arrange the return through your local postal service.

To be eligible for a return, items must be in their original condition—unused, unworn, with tags attached, and in the original packaging.

To initiate a return, please email your request to returns@atelier-level.com. Returns sent without prior communication will not be processed.

After we receive and inspect the returned item, we will refund the amount to the payment method used for the order.

Make sure to check our Sizing Guide, and don’t hesitate to ask our staff for assistance. Please remember that we cannot accept returns for aesthetic or fit reasons after the 14-day window has passed.

Damaged, Defect, Incorrect Items

If you receive an item that appears to be damaged, defective or incorrect please reach out to us within 48 hours of receiving it by emailing return@atelierlevel.com. Include your name, proof of purchase, a description of the problem, and photos of the item in your message.

Please be aware that we reserve the right to reject any requests for returns, exchanges, or repairs based on our evaluation of the issue.

Items Damaged in Transit or with Defects: If your item arrives defective or damaged during shipping, we will provide you with a prepaid shipping label for the return and cover any necessary repair costs.

Incorrect Item Received: If you receive the wrong item, we will send you a prepaid shipping label for its return and promptly dispatch the correct item to you.

Unclear Cause of Damage: If the reason for the damage isn’t clear, we may request that you return the item to our studio for a more thorough examination.

Third-Party Purchases

For items bought from a third-party retailer, please consult that retailer's return, exchange, and warranty policies. We cannot assist with items purchased elsewhere and are not responsible for those transactions.

Additional Services

Repair Services: We provide repair services for items that have been accidentally damaged. Please reach out to our team for more details on how we can help you.

We are dedicated to ensuring your satisfaction and a positive experience with your purchase. If you have any questions or need assistance, our team is always ready to help.

Product Availability and Lead Times

All orders are subject to production and fulfilment timelines before they are shipped. Each item is projected to ship within the lead time noted in your order summary at checkout, starting from the next business day after you place your order. Keep in mind that some items may have different lead times, and all timelines provided are estimates.

We have both "made to order" and "in stock" items available. Made to order items are custom-made for you once you place your order and typically ship within 3 to 6 weeks, or as detailed in your order summary at checkout. In stock items are generally shipped within 1 to 3 business days after purchase. You can find labels indicating "made to order" or "in stock" on the product pages and in your order summary.

Although we aim to ship your order within the specified lead time, actual shipping durations may vary based on production capabilities and other factors. If you’d like to check on the status of your order, please don’t hesitate to contact us at contact@atelier-level.com.