FAQ
Ai Atelier is based in the USA!
♡ Who creates the products at Ai Atelier?
All products are designed and handcrafted by our founder & designer, Angenille.
♡ What's the story behind the Lovely Lip Logo?
Family is a significant part of my life, and it was important that I incorporated pieces of my ancestry in Ai Atelier because it is an extension of who I am and where I came from. The fangs in the logo stems from folkloric origins passed on by my family’s clan that our ancestry are descendants of the “Bagsang” (river serpent). The lips symbolize a kiss, the epitome of romance. The heart represents love, and also resembles the female form. Combining all of these elements manifests seduction that intensifies desire, passion and lust.
♡ Are you open to collaborations?
Yes! Please reach out! I love the opportunity to work alongside other artists and brands! Let’s work together to create something beautiful! I love supporting other fellow artists and making new friends!
♡ Do you do pop ups, trade shows or conventions?
In the current state of our world, there are no upcoming public events. This may certainly change in the future!
♡ Are you open to being interviewed on our blog/magazine/podcast?
First, thank you for your consideration! I’ve done some interviews in the past and I’d love the opportunity for more! Please feel free to contact me and discuss!
♡ Do you take custom commissions?
Currently I am not taking any custom commissions. At the moment I’ve put my entire focus on providing masks for clients and prepping future product development and collections. When custom commissions are open and I have some time to spare, I will certainly consider.
♡ Orders ♡
♡ How long will Made-to-Order items take?
We work on a multiple orders at a time and work as fast as we can. Processing time for made-to-order items take about 2-3 weeks to create, depending on demand and volume of orders. Although we do try to complete orders as soon as possible! Otherwise if the item is noted as RTS (Ready-to-Ship) it will be sent out in 3-7 days or less. (Please note: Processing time given does not include shipment time.)
♡ Can I make changes to my order?
Once an order has been placed we are unable to modify it. If the order has not shipped, it may be cancelled and the amount will be refunded so that you may place a new order with the correct items. If you have placed an order during a promotion and that promo code has ended we are unable to apply them to the new order. To prevent this from happening please be sure your order is correct before submission.
♡ What is your return/refund policy?
- Lingerie, masks, and boudoir accessories:
These items are all final sale. Please understand, for hygiene reasons they cannot be returned or refunded. By placing an order of these items you are agreeing to the terms stated. We implore you to make sure that you check & double check before placing your order. Each and every product is inspected for quality. For your convenience, We make sure that every product listing is clear and detailed. For reference, respective size guides are provided. If you have any questions or are unsure about a product you’re interested in please feel free to reach out! Contact us & we will respond as soon as possible!
- Charms, Enamel pins, Stationary, Agenda Covers:
If these items arrive to you damage or if they are the wrong item please contact us within 7 days of receiving your order for a refund or replacement if possible. Returns for these items must be unused and include all packaging to be eligible for a refund. You will be responsible to ship the items back to us at your expense and must include tracking. Once received, the total amount will be refunded back to you minus the shipping paid at the time of purchase.
Every enamel pin is graded accordingly. Be aware that I will only take returns & refunds for Enamel Pins if they go beyond our stated grading policy.
♡ Shipping ♡
♡ How long will it take to receive my order once it is shipped in the USA?
|
LOCATION |
ESTIMATED DELIVERY |
|
EAST COAST US |
1-2 Business days after shipment |
|
CENTRAL US |
2-5 Business days after shipment |
|
WEST COAST US |
5-7 Business days after shipment |
*DUE TO COVID-19 PLEASE ANTICIPATE SHIPPING DELAYS!*
♡ When do you send out shipments?
We ship orders out once every week, either on Monday, Wednesday, Friday or Saturday! ♡
♡ Do you ship internationally?
Yes! We want to make the world a cute, safe & sexy place!
We will work on each international order on a case by case basis because of the current situation of the world. There may be some restrictions in countries where the USA can ship. If you are located in a country that has those restrictions, your order may be canceled & refunded.
- Shipping outside of the USA can take anywhere from 2 - 8 weeks depending on where it is being sent to. Please keep in mind there may be delays due to Covid-19.
- I will not be dishonest and change the value of your order on the custom forms as it is a federal offense. Please understand custom fees or taxes associated with an order are the responsibility of the customer.
♡ Why does my tracking say shipment created but there is no update yet?
Your package is in pre-shipment. We package and generate shipping labels for orders in bulk. It has yet to be scanned by the shipping company. Your tracking number should update once the shipping company has physically scanned and processed it in their system.
♡ I gave you the wrong address and it says it is being returned to sender! What do I do?
In the rare chance of this occurring I will resend the package once I receive it. Please understand that we are not responsible for paying the fee to reship it to the correct address, they must be paid for by the customer. To prevent this, please take the time and care to make sure your shipping information is correct.
♡ What happens if my package gets lost?
Each and every package comes standard with tracking. We are not responsible for packages once we hand them over to USPS/FEDEX/UPS, etc. their process of delivery is out of our hands, especially if the package is sent outside the USA. In the rare chance of your package getting lost along the way, your local post office is responsible for assisting you in finding your package. We will try to help however we can but we recommend package insurance for large and international orders. I appreciate your understanding and cooperation related to these terms.
*Due to COVID-19 If you haven't received your package within the estimated delivery day please anticipate delays in shipping and tracking updates.*