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 an online boutique that offers the Original handmade French espadrilles. The brand was founded in Houston, Texas in 2017 by Laurie Cazaux, 30, who is also the designer of our collection.
Find out more about the brand here.

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

Atelier Aliénor’s espadrilles are available through our online Shop. We love our customers and want to maintain direct contact with them.
However, you will be able to meet with us in special events and in a few exclusive boutiques. 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?

Your espadrilles are handcrafted in small batches by craftsmen 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.
Please read below the Quality & Care section to learn more about the quality of our materials.

7. What is your price philosophy?

Atelier Aliénor directly sources from our suppliers and sells to our customers with no middlemen to offer an exclusive product at a fair price.
Our shoes are handmade in the south of France. It takes approximately one hour to craft one pair of espadrilles compared to five minutes with an industrial production. Your shoes tell a story, the one of our craftsmen. Our partners are exclusively family businesses who respect traditions and environment.
Moreover, we quested the most magnificent materials from our canvas to leather and laces. That is why our espadrilles are so unique!

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

Your espadrilles are made from natural materials which will adjust to your pretty feet after a few hours. The leather will stretch even more than canvas.
However, if they are really too tight, please send us back your items in unused and new conditions within 30 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. That said, we highly recommend you to read the Size guide on every page.

If you are in doubt, please contact us and we’ll be happy to help you choose the right size for you!

US size French size Length of insole
6.5 37 9.2 inch / 23.3 cm
7 38 9.375 inch / 23.8 cm
8 39 9.75 inch / 24.6 cm
9 40 10 inch / 25.3 cm
10 41 10.2 inch / 25.8 cm

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 French tannery highly committed to using sustainable production methods and implementing waste disposal system. The tannery is proud to include, among its clients, the most high fashion luxury brands. The extraordinary quality and beauty of the leather make our espadrilles a luxurious product.
The fabrics used for Eleonore, Alice and Juliette espadrilles is certified OEKO-TEX 100 product class 1 (non use of toxic substances legally and non yet legally regulated, environmental respect).
Finally, the beautiful and elegant laces are sourced from a very high-end Parisian boutique.

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 and canvas will not like it nor will the jute as it hardens with water.
The leather is very high quality so you won’t need to waterproof your espadrilles.
However, you can opt for leather renovator. From time to time, you can use a suede brush and light strokes, so as to clean the surface without causing damage.

13. How can I get rid of stains?

Use a soft cloth lightly dipped in a natural soap, wring it well and gently rub until the stain is gone on the fabric or leather.
Once the leather is dry, you can use a suede brush in the same direction. Great results guaranteed!

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), Discover, or JCB.

We do not allow payment several times.

16. How do you protect my personal data?

Please note that no data transmissions over the Internet can be guaranteed to be 100% secure. Consequently, we cannot ensure or warrant the security of any information you transmit to us and you understand that any information that you transfer to us is done at your own risk.

That said, 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.

Shipping & Handling

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

All orders will be shipped within 2 business days. All domestic orders are shipped via Fedex Express Services (delivery within 3 business days) or Fedex Ground (delivery within 3-6 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.

19. Where do you ship?

We ship worldwide via Fedex International Priority. Your local government may impose import duties and/or VAT (Value Added Taxes) on shipments from outside your country. You are responsible for paying any taxes, duties and/or customs fees charged by your government.

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 30 days for a refund in the original form of payment.
Items marked as Final Sale are not eligible for returns or exchanges at any time.

All domestic orders ship with a PREPAID return mailing label. To ship your item(s) back to Atelier Aliénor, please follow the steps:
1. To return products, send us an e-mail to obtain a return merchandise authorization (RMA) number.
2. Mark the items on the invoice that you wish to return and the appropriate return code to help us improve our service.
3. Pack the invoice with the RMA number and items into the original shipping box, if you would like to use the prepaid label. If you use a different shipping box, you’ll need either to find a box with the same dimensions as the original shipping box or pay for the shipping yourself.
4. Affix the prepaid mailing label. Please provide tracking information in email of return/exchange request to us.
5. Save the shipping receipt for your records. Please note: Only merchandise received by our warehouse can be processed.
6. You will receive an e-mail notification upon the receipt of your return, provided that your e-mail address is included on your return/exchange mail to us.

To exchange a pair of espadrilles, please return the item and place a new order on our website.

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!
Return codes
1. Too big
2. Too small
3. Change of mind
4. Item not as described
5. Item was damaged
6. Incorrect item received
7. Order arrived too late
8. Other, please specify:

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.