Frequently Asked Questions

Where can I find your Shipping & Handling information?

Shipping charges include packaging, carrier fees, and insurance where applicable. Shipping rates are calculated based on the products in your order and are displayed during checkout before your purchase is completed.

• USPS Ground Advantage typically delivers within 3–7 business days.
• USPS Priority Mail typically delivers within 2–3 business days.
• UPS Ground typically delivers within 2–5 business days.
• Orders ship Monday through Friday.
• Our daily shipping cutoff is 2:00 PM Eastern Time.
• Most in-stock products shipped from our U.S. warehouse are processed and shipped within 1–3 business days.
• Backordered items ship via USPS Ground Advantage unless otherwise noted.
• Most jewelry ships within the United States for a flat rate of $9.95.
• Some products require additional shipping charges because of their size, weight, shipping location, individual packaging, or special handling requirements. These products may not qualify for Free Shipping. Any applicable shipping charges are displayed during checkout.

For complete shipping rates, delivery information, and policies, please visit L'Atelier Global Shipping & Handling.

What carriers do you use to ship your orders?

We use USPS and UPS for products shipped from our U.S. warehouse. Products shipped directly from Italy are delivered by FedEx or DHL.

How long will it take to receive my order?

Most in-stock products shipped from our U.S. warehouse are processed and shipped within 1–3 business days. Delivery time begins after the order has shipped and varies based on the shipping method selected. Products fulfilled directly from artisan partners or international locations may have different processing and delivery times.

Do you offer express or expedited shipping?

We do not offer overnight shipping for U.S. warehouse orders. Products fulfilled directly from Italy offer different delivery options, which are shown on the applicable product page and during checkout.

How can I track my order?

Once your order ships, you will receive a confirmation email with tracking information. You can also check your order status through your account, use the carrier's tracking link, or visit Track My Shipped Order.

Can I change or cancel my order after placing it?

We begin processing orders as quickly as possible, so changes or cancellations cannot be guaranteed. Payment processing fees are charged to us when an order is placed and are not refunded to us if the order is canceled.

For this reason, approved cancellations are subject to a 3% cancellation fee to recover non-refundable payment processing and administrative costs. If we are unable to fulfill your order, or if the cancellation is due to an error on our part, no cancellation fee will be charged.

Once a shipping label has been purchased or an order has entered fulfillment, we are unable to cancel or modify it. Please contact us at customer.service@latelierglobal.com as soon as possible if you need assistance.

Do all items ship from the same location?

No. Some products ship from our U.S. warehouse, while others ship directly from our artisan partners or manufacturers. Orders containing products from multiple shipping locations may arrive in separate packages and may include separate shipping charges.

Which countries does L'Atelier Global ship to?

At this time, online orders are available for delivery within the United States. If you are interested in ordering from another country, please contact us at customer.service@latelierglobal.com to see whether we can assist.

💛 Satisfaction Guaranteed

Your satisfaction is important to us. If you are not completely satisfied with your purchase, we're here to help. Please review our return policy below or contact us if you have any questions before placing your order.

Returns & Exchanges

• Returns and exchanges are accepted within 30 days of your order's shipment date.
• You may choose a refund to your original payment method or a digital store gift card.
• Items returned after 30 days will not be accepted.

Why a 30-Day Return Window?

• It helps us maintain the quality of our available inventory.
• It allows us to promptly notify our artisan and brand partners of any product concerns.
• It helps us keep our return process consistent and our pricing fair.

Return Exceptions

• Original shipping charges are non-refundable.
• Final Clearance items marked SHOP THE SALE are not eligible for return.
• Candles must be returned within 10 days and must be unused and undamaged.
• Customized, personalized, or engraved products are not eligible for return.
• Opened bath and body products that have come into contact with hair or skin are not eligible for return.
• Tuscany Leather custom engraved items are not eligible for return.

Need help? Email customer.service@latelierglobal.com.

Return Conditions

Returned merchandise must meet the following conditions to be accepted:

• Original tags must remain attached.
• Items must be returned in their original packaging.
• Items must be unworn, unused, and free of visible wear, stains, odors, deodorant marks, pet hair, or damage.
• Natural fibers and materials such as wool or shearling must not show signs of wear, flattening, or excessive hair.

Return Methods

Option 1: Use a Prepaid Return Label

• Start your return through the L'Atelier Global Return & Exchange Center.
• Once your return is approved, we will email you a prepaid return shipping label.
• Return postage is $9.95 per return.
• Return postage for oversized items is $14.95 per return.
• Please allow up to two weeks for your return to be received, inspected, and processed.

Option 2: Ship Your Return Yourself

• Start your return through the L'Atelier Global Return & Exchange Center.
• Once your return is approved, you may ship it using the carrier of your choice.
• We recommend using an insured, trackable shipping service. L'Atelier Global is not responsible for returns lost in transit.
• Please allow up to two weeks for your return to be received, inspected, and processed.

Order Cancellations

We begin processing orders as quickly as possible, so changes or cancellations cannot be guaranteed. Payment processing fees are charged to us when an order is placed and are not refunded to us if the order is canceled.

Approved cancellations are therefore subject to a 3% cancellation fee to recover non-refundable payment processing and administrative costs. If we are unable to fulfill your order, or if the cancellation is due to an error on our part, no cancellation fee will be charged.

Once a shipping label has been purchased or an order has entered fulfillment with us or one of our fulfillment partners, we are unable to cancel or modify the order.

Please contact us at customer.service@latelierglobal.com as soon as possible if you need assistance.

Need Assistance?

Email: customer.service@latelierglobal.com

Call or Text: 1-800-215-1457
Monday through Friday, 11:00 AM–3:00 PM Eastern Time

You can also visit Your Store Account to begin your return.

Start a Return

Visit the L'Atelier Global Return & Exchange Center to request a return or exchange.

How can I contact L’Atelier Global?

Email (Preferred)
customer.service@latelierglobal.com

Text
1-800-215-1457

Phone
Monday–Friday
11:00 AM–2:00 PM Eastern Time

For the fastest service, we recommend contacting us by email or text. Please include your order number whenever possible.

Do you offer live chat?

We do not currently offer live chat. You can also send us a message through @latelierglobal on social media.

How quickly will I receive a response?

Most emails and text messages receive a response within 1–3 business days, and often sooner.

Do you offer gift cards?

L'Atelier Global offers digital eGift Cards that can be used for purchases made on our website. Visit L'Atelier Global eGift Cards to review available options and make a purchase.

After purchase, a confirmation email containing the gift card number will be sent to the purchaser.

L'Atelier Global eGift Cards can be applied directly during checkout. Valid third-party prepaid gift cards may also be used, but some may need to be converted before they can be accepted for an online order. If you need assistance, please contact us at customer.service@latelierglobal.com or call 1-800-215-1457.

Can I send an item directly as a gift?

Yes. Select GIFT THIS ITEM below the Add to Cart button, add a personal message, and enter the recipient's shipping address during checkout. The recipient will receive your message, and the gift will be shipped directly to them.

Can I include a personal message with my order?

Yes. You can add a personal message when placing your gift order. For gift orders shipped from our U.S. warehouse, prices and receipts are not included in the package.

Do you offer gift wrapping?

We do not currently offer traditional gift wrapping. Orders are carefully packaged for presentation and safe delivery.

👜  About Tuscany Leather

Where are Tuscany Leather products made?

All Tuscany Leather items are handcrafted in Italy using high-quality, vegetable-tanned Italian leather. Each piece reflects the brand’s commitment to heritage craftsmanship and timeless design.

Are your bags made with genuine Italian leather?

Yes. Tuscany Leather products are made from full-grain, vegetable-tanned Italian leather—sourced, hand-dyed, and finished in Tuscany using traditional 19th century techniques.

Is Tuscany Leather a luxury brand?

Yes. Tuscany Leather combines premium materials, artisan construction, and Italian design, offering high-quality leather goods at accessible luxury pricing.

🚚  Shipping & Delivery

How long will it take to receive my Tuscany Leather order?

Most Tuscany Leather items are shipped directly from Italy. Delivery typically takes 7–10 business days from the time of shipment, depending on traffic at the carrier hub in Pisa, Italy, USA customs clearance and your location. 

Do Tuscany Leather items ship separately?

Yes. These products are shipped directly from the Tuscany Leather workshop in Italy and may arrive separately from other items in your order.

Why was there a delay with my Tuscany Leather order?

Occasionally, certain styles may sell out quickly in Europe—even overnight—before our inventory updates. If this happens, we’ll notify you right away with options.

What happens if my Tuscany Leather item is backordered or unavailable?

If an item becomes unavailable after your order is placed, we’ll contact you with options to wait for a restock, choose a different style, or receive a full refund. We aim to make this process as smooth and transparent as possible.

Which shipping method should I choose — Direct from Italy (DDU) or FedEx Int’l DDP via L’Atelier Global?

We offer both Express and Standard FedEx shipping options for Tuscany Leather bags, and you can choose how duties are handled:

Direct from Italy (DDU):

• Fastest option — Express (≈2–7 business days) or Standard (up to 14 business days).
• FedEx may send you a duty invoice since you are listed as the importer of record.
• If you receive a bill, simply send us a screenshot or copy of it, and we’ll pay it directly or reimburse you in full if you’ve already paid.

FedEx Int’l DDP via L’Atelier Global (+$10):

• Also available in Express or Standard.
• Duties are prepaid by us, so you’ll never receive a FedEx duty invoice.
• Adds ~3–7 business days for U.S. domestic transit plus a flat $10 shipping fee covering all sizes, weights, and destinations (continental U.S. only).

✦ Either way, your checkout total is final — your cost never increases because of duties.

🔁  Returns & Warranty

Can I return a Tuscany Leather item?

Yes. Tuscany Leather items are eligible for return within our standard return window, as long as they are 100% unused and in original condition. Shipping fees are free for all Tuscany Leather returns. See our Return & Exchange Policy for more details. 

Is there a warranty on Tuscany Leather products?

Yes. Tuscany Leather offers a 2-year warranty on all products. If a manufacturing defect occurs during that time, your item will be repaired or replaced at a minimal or no cost. See our Tuscany Leather Warranty & Repair Policy here.

What happens if I need a repair after 2 years?

After the warranty period, Tuscany Leather may still offer repair services for a fee. Please contact us and we’ll help coordinate with their artisan workshop in Italy. See our Tuscany Leather Warranty & Repair Policy here.

🧼  Care & Maintenance

How should I care for my Tuscany Leather bag?

Use a soft cloth and gentle leather conditioner to maintain the leather’s appearance. Avoid exposure to moisture, direct sunlight, or abrasive surfaces.

Will the leather change over time?

Yes. Vegetable-tanned leather naturally develops a rich patina over time—this is a hallmark of its authenticity and quality.

🎁  Gifting & Customization

Can I send a Tuscany Leather item as a gift?

Absolutely! You can ship directly to the recipient as a gift and include a personalized message via email on the product page or cart by clicking on our GIFT THIS ITEM button. See our GIFTING PROCESS here.

Will the gift include pricing or receipts?

No retail receipt is included inside the box for orders shipped from our Virginia warehouse. For Tuscany Leather Firenze gifts, a commercial invoice with the item’s retail value is included for customs purposes and will be visible to the recipient.

Do you offer gift wrap?

Yes. Tuscany Leather offers a gift box or gift bag, depending on the item, for an additional $3.50. This option will appear on the product page if available. 

Can I customize a Tuscany Leather item?

Yes. Many items offer laser engraving for $12.00, allowing you to personalize with initials or a short message. If available, you’ll see the option on the product page. Please note: customized items are final sale and do not require additional processing time. Learn more about Custom Laser Engraving.

How do I know my payment is secure?

We use industry-standard encryption technology to help protect your personal and payment information during checkout. Transactions are processed through trusted, PCI-compliant payment providers, and we do not store your complete credit card information on our servers.

Will you ever contact me to verify my order?

Yes. If an order is identified as medium or high risk by our fraud prevention system, we may contact you to verify your identity or billing information before processing your order. This additional step helps protect both our customers and L'Atelier Global from unauthorized or fraudulent transactions.

Why was my order canceled?

Orders may be canceled if they cannot be verified, are identified as potentially fraudulent, contain inaccurate billing information, or cannot be fulfilled. If you believe your order was canceled in error, please contact us at customer.service@latelierglobal.com, and we'll be happy to assist you.

I received a suspicious email claiming to be from L'Atelier Global. What should I do?

If you receive an email that appears suspicious or requests sensitive personal or payment information, do not click any links or open any attachments. Instead, forward the email to customer.service@latelierglobal.com, and we will investigate it as quickly as possible.

What happens if my credit card is used fraudulently on your website?

We use fraud prevention tools to help identify and prevent unauthorized purchases. While these systems are highly effective, no fraud detection system can identify every fraudulent transaction. Occasionally, an order may appear to be legitimate and receive a low-risk assessment, particularly if a stolen payment card is used together with the cardholder's name and billing information.

If a cardholder later reports an unauthorized transaction, we work closely with the issuing bank, payment processor, and the customer to resolve the matter as quickly as possible. If the merchandise has not been delivered or can be recovered, we will assist with a hassle-free return whenever possible.

Fraudulent chargebacks result in financial losses for merchants, including non-refundable payment processing fees and chargeback costs, even when the merchant has followed all recommended fraud prevention procedures. We appreciate our customers' understanding as we work to protect both shoppers and our business from payment fraud.

Accessibility Statement

L’Atelier Global is committed to providing an accessible and inclusive online experience for our customers and partners. We continue to review and improve the accessibility and usability of our website so that it can be used by as many people as possible.

Accessibility is an ongoing effort, and we regularly evaluate our website and available technologies to identify opportunities for improvement and to support applicable accessibility standards.

If you experience difficulty accessing content, using a feature, or completing a transaction on our website, please contact us. Call 1-800-215-1457 or email customer.service@latelierglobal.com. We will work with you to provide the information, product details, or assistance you need in an accessible format.

Using Our Accessibility Adjustment Tool

Our website includes an accessibility adjustment tool that can be opened using the circular accessibility icon located at the bottom-right corner of the website on desktop and mobile devices. The tool provides options that allow visitors to adjust certain display and navigation settings based on their individual needs and preferences.

When was L’Atelier Global founded?

L’Atelier Global was founded in 2020, building on more than 20 years of experience in global buying, artisan sourcing, and fashion merchandising. We partner with global artisans and brands from around the world to that celebrate craftsmanship, quality materials, and Style Without Borders™.

How do you pronounce “L’Atelier Global”?

L’Atelier is a French word pronounced “lah-tel-EE-ay.” Its direct English translation is an artisan’s workshop or studio.

L’Atelier Global means “The Global Workshop”—a name that reflects our connection to artisans, craftsmanship, and style from around the world.