Solvane Atelier · Shipping Policy
From our atelier to your doorstep.
We want every Solvane Atelier order to arrive safely, thoughtfully, and with as little uncertainty as possible. Below you'll find the key information about order processing, delivery, tracking, address changes, delays, and international shipments.
At Solvane Atelier, we carefully prepare each order before it begins its journey to you. Our collections include lightweight seasonal clothing, pet dresses, cooling garments, harnesses, walking accessories, sweaters, padded coats, and other pieces designed for everyday companionship.
Processing and transit times can vary depending on the destination, shipping method, product availability, carrier conditions, weekends, holidays, customs procedures, and other circumstances outside our direct control.
By placing an order with us, you acknowledge that estimated delivery dates are estimates rather than guaranteed arrival dates unless a specific guaranteed service is expressly stated at checkout.
At a glance
Step One
Order Processing
Orders are reviewed and prepared after payment has been successfully received. Processing time may vary depending on product availability and order volume.
Step Two
Dispatch
Once your order has been prepared, it is handed to the selected shipping carrier. A tracking number may be provided when tracking is available for your shipment.
Step Three
Transit
Transit time depends on destination, carrier network, shipping service, customs processing, weather, and other transportation conditions.
Preparing Your Order
Every order begins with careful preparation.
Once an order is placed, we begin preparing the selected products for shipment. This includes reviewing the order details, product variants, quantities, and shipping information.
During busy periods, seasonal launches, promotional events, and holidays, processing may take longer than usual. We appreciate your patience during these periods.
- Please make sure your delivery address is complete and accurate.
- Check your selected size, color, and product variant before payment.
- Orders cannot always be changed once fulfillment has begun.
- Tracking information may require additional time to become active after dispatch.
Your order journey
01 · ORDER
Placed
Your order is successfully submitted and payment is confirmed.
02 · PREPARE
Processing
Your items are reviewed, prepared, and packaged for shipment.
03 · DISPATCH
On the way
The parcel enters the carrier network and tracking may become available.
04 · ARRIVAL
Delivered
Your order arrives at the shipping address provided at checkout.
Shipping information
Processing Time
Orders are generally prepared after payment confirmation. Processing time may vary depending on inventory, order volume, product type, weekends, holidays, and seasonal demand. Please allow additional time during major promotions and holiday periods.
Estimated Transit Time
Transit time begins after the parcel has been dispatched and depends on the shipping destination and selected delivery service. Estimated transit windows are not guarantees and may be affected by carrier or customs conditions.
Shipping Confirmation
When your order has shipped and tracking is available, shipment information may be sent to the email address associated with your order. Please check your spam or promotions folder if you cannot find the notification.
Tracking Updates
Tracking events are generated by the carrier. A tracking number may remain unchanged for a period of time while a parcel moves between facilities or awaits its next scan.
Weekends & Holidays
Carrier schedules and fulfillment operations may be affected by weekends and public holidays. These days may not count as normal business processing or transit days.
Delivery Estimates
Any delivery window displayed at checkout or communicated by email should be considered an estimate unless the selected service explicitly states otherwise.
Tracking Your Parcel
Keep an eye on the journey.
Once tracking information is available, use the tracking details provided with your shipping confirmation to follow the parcel through the carrier's system.
It is normal for tracking to show limited movement during certain stages of transit. International shipments may also show periods without updates while they are moving between countries, passing through customs, or waiting for a local carrier handoff.
If your tracking status appears unchanged for an unusually long period beyond the expected delivery window, please contact us with your order number so we can help review the situation.
Address changes & delivery issues
Incorrect Shipping Address
Please carefully review your address before completing checkout. If you notice an error immediately after placing your order, contact us as soon as possible at service@solvaneatelier.store. We will attempt to update the address before fulfillment, but changes cannot be guaranteed once processing has started.
Returned to Sender
If a parcel is returned because the address was incomplete, incorrect, inaccessible, or the recipient could not receive the shipment, additional shipping arrangements may be required before reshipment.
Failed Delivery Attempt
Some carriers may make multiple delivery attempts or hold a parcel at a local facility. Please monitor tracking information and follow any instructions provided by the carrier.
Marked as Delivered
If tracking shows that a parcel has been delivered but you cannot locate it, first check around the delivery address, mailbox, reception area, household members, neighbors, or other safe delivery locations. You may also contact the carrier for additional delivery information.
International Orders
Cross-border delivery may require a little extra time.
International shipments may be subject to customs clearance, import procedures, local carrier transfers, weather disruptions, transportation delays, or other circumstances outside our control.
Depending on the destination, local customs authorities may assess duties, taxes, brokerage fees, or other import-related charges. These charges, when applicable, are generally the responsibility of the recipient unless otherwise stated at checkout.
Customs processing times vary by country and cannot be guaranteed by Solvane Atelier. Please check your local import requirements if you have questions about receiving an international shipment.
Delays, damage & missing parcels
Carrier Delays
Delivery can occasionally take longer than expected because of weather, transportation disruptions, high parcel volumes, customs inspections, operational issues, or other carrier-related events. We appreciate your patience while the carrier completes delivery.
Damaged Packages
If your package arrives visibly damaged, please take photographs of the outer packaging and affected product before disposing of the packaging. Contact us promptly with your order number and supporting photographs so we can review the issue.
Missing Packages
If tracking indicates that a package has been delivered but you have not received it, please first contact the carrier and check common delivery locations. If the issue remains unresolved, contact us with your order details and tracking information.
Lost in Transit
If a parcel appears to have been lost during transit, we may work with the carrier to investigate the shipment. Resolution times can vary depending on the carrier and destination.
Returns & shipping
Before Returning an Item
Please contact us before sending a product back. Returns should follow the requirements outlined in our Returns & Refunds policy. Unauthorized returns may not be processed correctly.
Return Shipping
Return shipping arrangements and costs depend on the reason for the return and the applicable return policy. Please wait for return instructions before sending your package.
Original Condition
Eligible returned items should generally remain in their original condition, with applicable tags, packaging, and accessories intact. Please review the Returns & Refunds policy for complete requirements.
Refund Processing
Once an approved return has been received and reviewed, refunds are processed according to the applicable return policy and original payment method. Financial institutions may require additional time to display the refunded amount.
Need help with your shipment?
If you have a question about an order, delivery address, tracking information, delayed parcel, damaged package, or international shipment, our customer care team is here to assist.
service@solvaneatelier.store