Customer Care
The FAQ (Frequently Asked Questions) section is a dedicated space where we answer our customers' most common questions.
We answer from Monday to Friday from 10.00 to 19.00 (CET)
Orders
We ship worldwide. Shipping fee will be applied and calculated at checkout.
It depends on your location. We process all orders within 1-2 business days (Monday-Friday) from the date we receive your order.
During the sales period, processing times may be extended by 3-5 business days.
Extrò Shop is not responsible for delays due to force majeure and beyond the company's control, such as natural disasters, or delays caused by third parties such as strikes, inspections, or customs operations.
In Italy, delivery normally takes 1-2 working days (for islands and remote locations, a few more days may be required).
Delivery within Europe takes 1-3 working days, except for remote locations.
The holidays in Italy on which the courier does not ship are: January 1st; January 6th; Easter Sunday and Easter Monday; April 25th; May 1st; June 2nd; August 15th; November 1st; December 25th; December 26th.
Once the order is shipped, all customers will receive an email notification that will allow them to track the status of their shipment using a tracking number.
Payments
You can pay using major credit cards , Paypal, Apple Pay and Google Pay.
All transactions are encrypted, ensuring maximum data protection. Sehnsucht Atelier does not store customer credit card information.
Returns and Refunds
Sehnsucht Atelier offers the option to cancel a purchase if it has not yet shipped. Please contact our Customer Service team promptly at info@sehnsucht-atelier.com to cancel your order before it ships.
If you encounter any problems with an order, you must submit a Return Request within 14 days of receiving your order (in accordance with current legislation).
To request a return, please write to info@sehnsucht-atelier.com
Sehnsucht Atelier guarantees the refund of returned items that comply with the conditions set out in the "Returns Policy".
The actual refund will be made as soon as the items have arrived in the warehouse and been inspected.
The refund will be available within approximately 10 days and may vary depending on the payment method used.
The refund will be issued as quickly as possible and only after verifying that the procedure was carried out correctly and that the returned products were returned.
Sehnsucht Atelier allows for all purchases, in addition to refunds, also these two types of compensation:
1. Voucher: The customer will receive an email with a code that can be used for a purchase of the same value.
2. Size exchange: The customer can exchange for a different size of the same item if available;
The voucher cannot be combined with other vouchers and can only be used once within 3 months of the actual return.