With Atelier Fil à Fil you will have at your disposal an attentive and punctual after-sales service that guarantees you your remote purchase over time.
We are confident that your Made to Measure garment will fit the best, however the first time around, there is a possibility that there will be some minor adjustments to be made.
Any report (fit defects, imperfections or other) must reach our customer service within 30 days of receiving the garment or from the day the order is ready for collection at our boutique. If the report is made after 30 days, any interventions will be charged to the customer.
Tailoring Changes
If you feel that your garment needs small adjustments *, you can go directly to our boutique in Via Garibaldi 74, or you can contact your trusted tailor. We will refund the total amount spent on the change (up to 35 €) or double in the form of a voucher to use on your next purchases.
* See the list of possible adjustments here
To change the garment you will need to:
- Contact a tailor you trust or go to our boutique in Ferrara, in via Garibaldi 74, by appointment.
- Print out the repair request form and give it to the tailor. The changes, appropriately reported on the form, will be updated on your profile for your future orders.
- Send the form and a scan or photo of the receipt to customercare@atelierfilafil.it
- Atelier Fil à Fil will offer you a 200% coupon for the value spent on tailoring changes to use on our site for your next purchases. Alternatively, you can request a refund of the tailoring costs incurred.
DOWNLOAD and Print the change request form
Conditions for reimbursement of tailoring costs
- For changes made at your trusted tailor's shop:
- Submit your refund request to customerservice@atelierfilafil.it within 15 days of receiving the garment arranged by presenting us with photos of regular receipt made by your tailor.
- You will be refunded within 15 working days of receipt of the request with the same payment method used at the time of purchase if possible (Credit Card on the website, PayPal). For payments made by bank transfer or POS, we will ask you to add the bank details in the refund request.
- Refunds are limited to a maximum of € 35 per shirt.
- For changes made at our store: once the changes have been made to the garment, the customer will have 15 days at his disposal (starting from the date of receipt of the garment at home or from the date communicated for collection in the boutique) to request further tailoring. After 15 days, any further changes will be charged to the customer and it will no longer be possible to be reimbursed.
REPACKING OF THE GARMENT FREE
We are committed to guaranteeing you the best fit cropped to your figure, so if your tailor feels that it is not possible to improve your garment with small adjustments, we offer you the possibility of a free repackaging.
To guarantee you the best possible result for your new garment, we ask you to:
- Send us at least three photos (front, back and side) showing the inaccuracy in terms of fit.
- Tell us precisely which changes in cm will be made to the garment. You can use the change request form as a guide.
- Wait for instructions from our customer service for the collection of the garment which must be repackaged.
Conditions for refurbishment
- The repackaging request must be submitted within 30 days of the order being shipped.
- Atelier Fil à Fil reserves the right to refuse the makeover of the garment in the event that the necessary changes can be made by a local tailor.
- The repackaging is aimed at achieving a perfect fit, consequently, the personalizations chosen by the user cannot be changed under any circumstances.
- The cost of shipping the item to be returned - pending the makeover - is charged to the customer.
- In the event that the fabric for the makeover is out of stock, you will be asked to indicate an alternative fabric of the same price range.
- The repackaging of the garment is valid only for the first garment made of each type. We do not carry out repackaging of garments subsequent to those already purchased previously, unless they show evident manufacturing defects or different sizes from the first garment made. (ex: In the event that the customer, after purchasing a first slim shirt, decides to buy another, Atelier Fil à Fil will not accept the possibility of repackaging this second order)
Returns and withdrawals
MADE
All standard garments can be changed only for evident defects or possibly replaced with another garment of equal / higher value.
It is not possible to return a garment that has already been used and / or without the appropriate guarantee seal.
At the time of return it is necessary to fill in the appropriate form and send the garment in the appropriate packaging to the following address:
Atelier Fil à Fil srls
Via Garibaldi 74
44121 - Ferrara
If the returned garment is suitable for return, a voucher of the same amount will be issued that can be spent in the following year.
There are no monetary reimbursements except for extraordinary exceptions.
If you are not completely satisfied with your order, you can request a full refund by following our return policy.
WITHDRAWAL
For orders made to measure and completely personalized, art. 59 letter c) of the Consumer Code (“Exceptions to the right of withdrawal”) in derogation from articles 52 to 58 of the same Code.
To guarantee a high level of service, Atelier Fil à Fil srls provides for the withdrawal of the contract, if the packaged garment presents: structural imperfections, wearability problems or impossibility of modifications. Atelier Fil à Fil srls provides for the reimbursement of the amount paid following the fulfillment of the conditions listed in the Returns and refunds section.
Only unused and undamaged garments will be accepted, with the guarantee seal still applied. Atelier Fil à Fil reserves the right to refuse to make the refund in the event that the garment shows evident signs of use or damage. Items that have been modified in any way will not be accepted.
To obtain a refund, proceed as follows:
- Download by accessing the link RETURN FORM, the file to be filled in to request a refund, and send it by e-mail to the address customercare@atelierfilafil.it or by registered mail to the address below, attaching 3 photos of the garment worn (seen from the front, side, back) so that the defect is visible.
- The complaint is viewed and approved by Atelier Fil à Fil employees, who will communicate their approval to the customer.
- The item to be returned must be boxed in the original packaging and sent at your own expense, together with the return approval form, via traceable shipping method to the address:
Atelier Fil à Fil srls
Via G. Garibaldi 74
44121 Ferrara
ITALY
Within 15 working days of receipt of the garment, the amount will be re-credited with the same payment method used at the time of purchase if possible (Credit Card on the website, PayPal). Otherwise, the customer will have to communicate within the Return form the bank details on which you wish to receive the refund.
Any shipment that does not comply with the previous conditions will be refused and returned to the sender without issuing any refund.
We also remind you that:
- The item must be returned intact (i.e. unused and complete with all original packaging and accessories) together with the approved Return Form.
- For international returns, we ask you to indicate the content as 'Return' by declaring the value of 1 EURO. All shipping costs and any customs costs will be charged to the customer.
Having satisfied the above conditions, the buyer has the right to be reimbursed for the full amount excluding shipping costs. Coupons or Discount Coupons used to purchase the garment will be replaced with new Coupons or Discount Coupons to be used for other purchases. The customer must return all purchased items, if they are part of a promotion, to receive a full refund. Any stored items will be charged at full market value.
RETURNS WILL NOT BE ACCEPTED WITHOUT PRIOR COMMUNICATION BY EMAIL A customercare@atelierfilafil.it or registered mail.
For information: info@atelierfilafil.it
Thanks for your cooperation.