Frequently asked questions
Order processing and delivery times
How long does it take to process my order?
All our orders are printed on demand and dispatched within 48 hours (working days), except in exceptional cases or during vacations (indicated on our website).
How long does delivery take once my order has been dispatched?
Once your order has been dispatched, it is entrusted to Swiss Post with tracking. Here are their delivery times:
- Switzerland: 2 working days
- France, Belgium, Luxembourg: 3 to 5 working days
Atelier Creative Chalet cannot be held responsible for delays in delivery due to postal services.
Delivery country and shipping costs
Country | Delivery costs | Free delivery | Delivery time indicated by Swiss Post |
---|---|---|---|
Switzerland | CHF 8.50 (with tracking) | Free from CHF 59 purchase | 2 working days |
France, Belgium, Luxembourg | 14 € (with tracking) | Free from 65 € purchase | 3 to 5 working days |
Customs duties and VAT for orders shipped to the European Union
Will I have to pay extra if I order from the European Union?
As Atelier Creative Chalet is a small company based in Switzerland – i.e. outside the EU – our volumes are too low to be able to cover VAT and customs duties on orders shipped to the European Union. These costs are therefore borne exclusively by the customer.
This means that, when your order is delivered, additional charges such as VAT and/or customs duties may be levied by the customs authorities or the carrier.
Thank you for your understanding and support of a small local business.
Order tracking
What should I do if I haven’t received my order?
If your order has not arrived within the estimated time, please contact us at shop@creative-chalet.com, specifying the day and name with which you placed your order. We’ll check your order status and do our best to resolve the situation quickly.
I’ve placed an order but I haven’t received a confirmation email. What should I do?
As a small company, it sometimes happens that our emails are marked as spam by mistake. If you haven’t received an order confirmation email, please check your spam or junk mail folder. If you find our email there, select “Not spam” to authorize our address and ensure you receive future communications from us. If the problem persists, please don’t hesitate to contact us at shop@creative-chalet.com, and we’ll send you the necessary information again.
Returns and refunds
Can I return my order if it doesn’t suit me?
As our posters and cards are printed on demand, we do not accept returns if you change your mind.
What should I do if my product is damaged?
If you receive a damaged product, please contact us at the following address: shop@creative-chalet.com with photos of the product. We will do our best to find a quick and satisfactory solution.
Gifts
We wrap all our posters in tissue paper. If your order is a gift and you’d like to include a note, feel free to leave us a note by checking the “Add a note to your order” box when you place your order.
Professional and Wholesale orders
I’d like to resell your products in my store. Is that possible?
Absolutely! If you have a store and our cards and posters would be of interest to your customers, we’d be delighted to send you a customized offer. Visit our Become a Reseller page for more information.
Collaborations
If you’re a company interested in collaborating, we invite you to visit our Creative Chalet graphic design studio website to discover our customer portfolio. We work on strategies and visual identities for brands, showcase and eCommerce websites, as well as packaging projects, printed communication media, social networks and event posters. Please contact justine@creative-chalet.com to discuss your project!
Contact us
If you haven’t found the answer to your question in our FAQ, please don’t hesitate to contact us:
- Email : shop@creative-chalet.com
- Contact form: Link to the contact form