FAQ

1. ORDERS

  • How are taxes and duties applied to my order?

    We are pleased to take care of the import taxes and custom duties for all our customer orders.


  • Can I make a gift package for products purchased through manuatelier.com?

    Yes, we do offer the option to add a personalised gift card for your package. When placing your order, please provide your message at checkout.

    Your gift purchase will then arrive packaged with your personalised message.


  • Can I cancel an item from my order?

    Depending on the status of your order, it may be possible to cancel an item or change it to an alternative style and/or different size(shoes). If you wish to amend your purchase, please contact our customer care team.


  • Can I collect my orders from in-store?

    Yes, it is possible to collect your order from in-store. Please specify this at checkout or send an email of your request to our customer care team. Once confirmed, your order will be in-store within 3-4 business days.


  • How can I track my order?

    Once your order is shipped, you will receive a dispatch confirmation email from our customer care team containing a tracking link. Additionally you can track your order with your order number and your registered email from our website.


  • What is a pre-order and how does it work on manuatelier.com?

    We offer a pre-order option on a selection of items that are not currently available or will be restocked soon. Our pre-order service allows you to reserve this product before it becomes available on our website or in store.

    An estimated date of delivery is indicated for each pre-order item within the product page. Once the item becomes available, we aim to ship pre-ordered items within 1-3 days of receiving them.


2. SHIPPING

3. ACCOUNT

  • Do I need an account to place an order?

    No, it is not a requirement to have an account to shop on manuatelier.com. However, if you choose to join us and create an account it allows you to easily access the following:

    • Track your order and review your past purchase history.
    • Add items you love or missed out on to your wish list.
    • Securely save your personal details for future shopping and ease at checkout.

  • How do I open an account?

    Opening an account with us is quick and easy. Simply click Account to get started, or when placing an order you can save your information with your email address and a password. An account offers you a safe, easy and fast way to shop. It also serves as a way to track your order status and receive emails about your order.


  • I can’t find my email order confirmation. How can I access my order history?

    You can access this from your account. Your account stores information such as order history, and your billing and shipping address.


4. RETURNS & REFUNDS

  • What is your return policy? How many days do I have to return a product?

    You have 14 days from the shipping date of your order to return your purchase from manuatelier.com. The item(s) must be returned in its original condition and with its original invoices.

    Orders purchased in-store are not eligible for return. For any further information please check our Shipping & Return page.


  • What are the requirements for refunds?

    The invoice date must not exceed 14 business days. The product must be unworn, in its original condition and with its original packaging.

    All attached product labels and logos (if any) must be intact and not be removed. Damaged products will not be accepted for return or refund.


  • How do I return an item with manuatelier.com?

    Firstly, check your order does not exceed our 14 day returns policy. If your order is eligible for return, simply re-package your item following our return requirements. Once complete, please contact our customer care team to start the returns process.

    You can find further information on the Shipping & Returns page.


  • How long does it take for a refund to be issued?

    Once we have received your returned item, it can take up to 1-3 day to process your refund. You will receive an email confirmation of this once it has been completed.

    The refund will be made via the same payment method used to make the purchase. After we receive and process your return, it may take up to 14 working days for your refund to display on your payment card statement.


  • Can I return a personalised item?

    Any item that is personalised or bespoke is not eligible for return. By placing an order with a personalised item, it is understood that the customer has accepted these terms.


5. PAYMENTS

6. DISCOUNT CODES

7. PRODUCTS

  • Where can I find instructions on how to use my products?

    Every Manu Atelier product is issued with a product protection and identification card. All use and protection details for the specific item can be found within. For further details please check our Product Care page.


  • Can I exchange my order?

    Unfortunately, we are unable to offer exchanges on our products. We recommend creating a new order with your preferred item and return your original order in the meantime. If you have any further questions, please contact our customer service team.


  • The item I wish to purchase is out of stock. Will it come back into stock? and can I be notified?

    We regularly restock our items and are happy to keep you informed of their return. Please subscribe to our newsletter to be notified when the item is back in stock.


  • Is there a warranty on my products?

    All Manu Atelier products have a 1- year warranty guarantee. We offer repair services for our bags and shoes. If the product is within it’s guarantee period and a repair is possible, the restoration will be carried out free of charge. If you find an issue with your product within the guarantee period, please contact our customer care team who will be able to advise you.


  • 8. Technical Issues & Customer Care

    To report any technical issues, please directly send an email to info@manuatelier.com or contact our customer care team via Whatsapp. Our dedicated team will respond to all inquiries within two business days.


  • 9. COVID-19 (Coronavirus) Information

    Your health and safety are what matters most to us. We are closely following the latest guidance from the World Health Organization (WHO), local governments and public health agencies. Our online site is open and continues to operate as usual. We are doing our best to continue our promise to deliver and continue to be giving our customer service during these unprecedented days.
    We are working with our shipping partner, DHL to ensure all appropriate health and hygiene
    standards are adhered to.
    They are currently operating a contactless delivery system.
    Where a signature would usually be required or this has been requested by you, they will endeavor to take the recipient’s name as proof of delivery and follow socially distanced protocol.


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