FAQ

Whatever your request, we’re to help. Here are answers to frequently asked questions, or contact us at [email protected].

General

ateliernovō is an original voice offering a curated selection of exceptional French-made objects. We see ourselves as a bridge between our customers and our artisans. We take pride in finding unique products that celebrate materials, excellence in craftsmanship, and manufacturing traditions. ateliernovō was founded in June of 2018 with primary offices in Paris, France and New York, USA. Read more on ABOUT ATELIERNOVO.

All the creations sold by ateliernovō are either one-of-a-kind or made in limited series, designed and made in France by certified French artisans. We source and select the best artisans all over France for every object we sell.

Usually not. Please use our “Zoom” features and description information for a more detailed look at an object. However, some specific pieces may be on display during our retail events. Read more on SHOWROOM. Please contact us at [email protected] for any information you may need.

ateliernovō extends trade benefits to interior designers, architects, builders, and developers through our Trade Program. To learn more, read our TRADE page or email inquiries to [email protected]

We rarely, if ever, have sales as (1) we are already making handcrafted French objects available at attainable prices, and (2) because of the level of artistry involved in crafting our objects. They are one-of-a-kind or made in limited series and they generally sell out early in the season.

You can subscribe to our newsletter and receive our latest news and special offers by clicking here.

You will find an unsubscribe link at the bottom of our emails.
If you choose to unsubscribe, you can still log in to your ateliernovō account to browse and shop anytime.

Our customers’ safety and privacy are our utmost priority at ateliernovō. Customers’ data will never be sold, rented to or shared with third-party marketers. Please visit our Privacy & Terms page for more information.

We are available by chat and by email at [email protected]

Orders

Please contact us at [email protected]

Please contact us at [email protected]

Yes, in order to make a purchase you are required to set up an ateliernovō account with an email address and password. Through your ateliernovō account, you will be able to easily track the status of your order. If you have not already created an account, you will be prompted to do so upon checkout.

Our objects disappear quickly because they are either unique or available in limited series (due to the craftsmanship involved) and for a limited time, so we can continually offer something new. Our customers secure favorites quickly, and our return policy allows them to purchase without risk.
As most our pieces are either one-of-a-kind or made in limited quantities, the artisan may not produce them again. However, please contact us at [email protected] to study potential alternatives for you in liaison with the artisan.

All items are available for sale unless indicated as “Sold” or “Out of Stock”.
Items can be either Available Now or Made-to-order.
Made-to-order items delivery time is displayed clearly on the site for each item and will depend on the time required for the artisan to make it.

An order may be cancelled as long as the request is made within 48 hours of your purchase and that order has not been shipped.
Please contact us at [email protected] if you wish to do so.

You cannot add items to existing orders. If you would like to add new items to an order you will need to place a new order on our site.

Payment

We currently accept Visa®, MasterCard®, American Express®, Discover® and Diners Club® credit cards.

ateliernovō supports billing in US Dollars and Euros. To change currency, simply select the appropriate currency icon.

Your card will be charged at the time of purchase.
Specific note for Made-to-order purchase. A 50% charge will be processed at the time of the purchase. This amount is not refundable.

Just add your items to the basket and click on the checkout button.
For shipment to the USA and to the European Union, we will display a guaranteed order total in your selected currency, including all shipping costs, sales tax or VAT as well as all applicable duties and taxes imposed by customs. The order total presented will be the exact amount that you will be billed by us. There will never by any additional costs billed upon delivery. This is also called DDP (Delivery Duties Paid).
For shipment outside the USA or the European Union, we will provide you a shipping quote for your approval before confirmation of your order. In addition, you will be responsible for any customs duties and taxes charged by your destination country in addition to the item price and shipping charges.

Our price includes all shipping costs, duties and taxes for all customers for which billing and delivery are in the USA or the European Union. Our price is all inclusive.
If your destination country is outside the USA or the European Union, you are responsible for any customs duties and taxes charged by your destination country in addition to the item price and shipping charges.

All the transactions made on ateliernovo.com are secured. ateliernovō uses well-known payment providers with sophisticated encryption and authentication tools to protect the security of your credit card information.

Shipping

ateliernovō offers complimentary shipping on every purchase in the USA and the European Union.
We are also pleased to ship in other countries upon a shipping quote being accepted by you.

USA and Europe Union – We deliver Delivery Duty Paid (DDP) to the USA and the European Union with an all-inclusive price including any taxes or duties.
Because most of our products are shipped via FedEx or UPS and require a signature, we cannot deliver to P.O. Boxes or APO/FPO addresses.
Other countries – We also deliver to other countries upon your acceptrance of the shipping quote. The delivery is Delivery Duties Unpaid (DDU). Our price will not include taxes and duties at checkout. As the recipient, you will be liable for all import duties, customs and local taxes levied by the country into which you have the item(s) shipped. It may be necessary for you to pay all fees to release your order from customs at arrival.
To complete your purchase, you are required to acknowledge that any customs, duties and taxes that apply are your responsibility.

Processing and shipping times vary according to the item purchased (Available Now or Made-to-order) and the shipping destination.
Available Now items. Most orders are processed and shipped within 2 business days when item is in stock. However, some items may be processed faster, while others might take more time, particularly if they require special packaging or handling.
Made-to-order items delivery time is displayed clearly on the site for each item and will depend on the time required for the artisan to make it.
The expected shipping time for each object is noted on the item detail page under “Shipping.”
When your order ships, you will receive a confirmation email. You can check the status of your package and the estimated delivery date online.
Unfortunately, any shipping delays due to customs clearance are outside our control.

When your order ships, you will receive a confirmation email. You can check the status of your package and the estimated delivery date online.

Yes, all packages must be accepted and signed for upon delivery. Due to the valuable nature of our objects, ateliernovō packages should not be left unattended.

We are unable to offer rush delivery for our items at this time.

For security reasons, all ateliernovō packages are personally delivered to their recipients and require a signature. No package can be dropped off at a mailbox.

Insurance is included if applicable in shipping fees and covers door-to-door handling.

Yes, please access your account to know the status of the order. When shipped, a tracking status will be displayed. If necessary, please feel free to contact us at [email protected].

ateliernovō itself ships all pieces using specific boxes and crating to protect your order. All ceramics and glass pieces are systematically bubbled-wrapped for additional protection.
For fragile, high value pieces above $1,000, we may use a dedicated white glove shipping service. All pieces are specifically packed to ensure secured shipping.

USA and European Union – Enjoy complimentary shipping on all orders if your order is purchased for delivery to the USA or within the European Union. There are no extra costs to be paid.
For delivery outside the USA or the European Union – We will provide you with a shipping quote for your approval before confirmation of your order. Submit your order and a shipping quote will be provided within 48 hours.
• If you accept the quote, your order will be confirmed.
• If your reject the quote, your order will be cancelled and you will not be charged.

All shipping costs and applicable taxes and duties are included for the USA and the European Union.
For other countries, these fees are dependent on your shipping address. For a shipping address outside of the United States or the European Union, duties and taxes will be charged in adherence to the country’s current rates.

Not necessarily. To ensure best shipping protection, we may elect to ship each individual item in individual boxes.

You may only ship to one address per order. If your order contains items that require shipping to multiple locations, you will need to place separate orders for each address.

Furniture orders often take longer to arrive due to the logistics of shipping larger pieces. In addition, most furniture pieces are delivered by white glove services which need to make an appointment with you for in–home delivery.
Once you receive a shipping notification email, a shipping company representative will call you to schedule a delivery time.

If for any reason, there are any items that cannot be exported from France or imported into your destination country, we will notify you.

Returns & exchanges

If for any reason you are not satisfied with your purchase of an ateliernovō piece, you may return it within 14 days of receipt for a full refund for the price of the item. Exceptions apply (*).
Please follow these instructions:
1. Email [email protected] with your order number and specific reason for the return.
2. ateliernovō will get back to you with a Return Merchandise Authorization number (RMA#).
3. Pack the item in the original packaging with the Return Authorization form number as well as all of the packing materials and certificate of authenticity if any that was included in the package.

All returned items must arrive in perfect condition with the proper paperwork and in their original packaging to qualify for returns.
Ship it back to us at our warehouse:
ateliernovō
Returns Dept.
80 rue des Sablons
78750 Mareil-Marly
France

All shipping charges for returns, if any, will not be refunded, and return shipment costs are your responsibility. Once the Return Merchandise Authorization number (RMA#) has been issued, the return item must be received at our warehouse within 30 days.

4. Refund will take place within 15 business days of items being received in sellable condition at our warehouse.
(*) Made-to-order: in the event of return or cancellation of any made-to-order piece, ateliernovo will hold the 50% non-refundable deposit paid by the customer for all expenses incurred.
(*) Personalized or Custom Pieces. These items are made for you only and cannot be returned or exchanged.

After your item is received and inspected in our warehouse, your refund will be processed within 5 business days and a credit will be automatically applied to your credit card in the same currency as your original order. If you provided your email address, we will keep you informed of when we receive and process your return. Of course, please feel free to contact us if you have any questions on the status of your return at [email protected]

To see if an exchange is possible, email us at [email protected] within 14 days of receipt and we will check our inventory for objects that are not unique. If exchange is possible, we will let you know promptly. 

Given the limited quantities of many our pieces (many are unique), a replacement may not be possible. If an item is no longer on the site, it’s unfortunately no longer available.  Please refer EXCHANGES

We take pride in the quality of objects and your satisfaction is our top priority. In the unfortunate event that your order arrives in less than satisfactory condition, simply take photos of the item (and if applicable, of the damaged packaging), then attach the photos to an email and send immediately to [email protected] Please include your order number and the name of the item that was damaged.
All damaged items must be reported to our services within 7 days of delivery.
An ateliernovō representative will get back to you within 2 business days to resolve the situation. We will work with you to order a replacement if possible or provide a refund.

Gift services

Your item will be wrapped in tissue paper inside in a white box, with the exception of certain bulky items. There is no additional charge for gift wrap at ateliernovō.

Of course. When confirming your order at checkout, it is possible to include a personalized card. Your personal message will be placed with the gift.

Artisan's work

ateliernovō procures every item directly and exclusively from artisans.
We stand by every piece we select and ensure its authenticity by thoroughly curating every maker.
Our unique pieces are accompanied by a Certificate of Authenticity, attesting the name of the piece and the artisan and any other relevant information.

Our team consists of respected, passionate curators who share our customers’ excitement about great French design and exceptional value. We meet each artisan personally and handpick the selection of pieces you find on our site.

Limited edition pieces can vary in medium (from sculptures to utilitarian objects, for example) and are produced at one time by the artist in a limited number. No additional pieces are ever produced beyond the determined number, which is why they remain valuable investment opportunities.

Showroom

We host pop-ups and special events regularly. To see our pop-up calendar, visit SHOWROOM

The showroom is a place to come touch and feel some of our favorite objects from our site and see how they can fit in to your own personal style.

Site features & navigation

You can reset your password by going to Account. When prompted to sign in, select “forgot your password” to continue.

My Wishlist is a feature that allows you to save and organize your favorite pieces in your own personalized space. You can then share your space with friends and family via email or social media.
To add an object to your Wishlist from the item’s detail page, click the “heart” button, which is located next to the item’s image.

You may view the entire ateliernovō site in U.S. dollars or in euros when the site in euros will be available. To do so, click the currency drop-down menu located in the site header and select your preferred currency. Conversions rates are updated regularly; as a result, prices may fluctuate.

We will soon have a iPhone iOS app that you will be able to download that offers a fast, engaging shopping experience.