Faq

  • SHOPPING AT THE ATELIER

    How do I make a purchase?
    Shopping on the Flair Atelier website is easy. You can either create your own garment starting from a simple base design or, if you prefer to have some inspiration before you, choose one of our proposals and personalise the details to your own style. Either way you’ll own a unique garment that you created. Once you are happy with the results, select your size and click the 'Add to cart' button. Review the items in your shopping bag by selecting the 'Shopping Bag' link at the top of the page. All the garments you created while you are logged in to Flair Atelier are automatically saved in your cart. Click on 'Checkout' to complete your order.

    Do I need to set up an account to place an order?
    Yes, and by doing so you'll be able to enjoy the following benefits:

      • Track your orders and review past purchases. That favourite dress you wear everywhere? Find it in your order history, make a few changes and get another great piece you know you’ll love.

      • Request a return or exchange directly from your account

      • Save your address and card details so you can shop even quicker next time.

    How is the price of a garment determined?
    The price is based on the design and the fabric you choose. Some of the features may have an additional cost. When that happens, the on-screen price will update to show you how much your garment will cost. Our prices always include VAT. If you have a discount code, you will be requested to insert it on the checkout page.

    Is it possible to modify my order once it is placed?
    Once an order has been placed, it can be modified within 24 hours. If you've made a mistake on your order, please contact us as soon as possible; if your garments have not yet gone into production at our atelier, we will endeavour (although cannot guarantee) to make any adjustments necessary to your order.

    How can I track my order?
    It is possible to track your shipping on our courier partner’s website. Once your garment is ready, we’ll send you a dispatch email with the details and links.

    How long will it take for my garments to arrive?
    All orders are generally dispatched within 2 weeks from the date of payment. However it is important to note that during our peak periods, demand can be very high and delays occasionally can occur. We will make sure we communicate of any delay promptly.

    How do I book an appointment with one of your Travelling Tailors?
    This service will be launching soon. Be the first to know by subscribing to our newsletter. 
     

  • GARMENTS SIZE AND CARE

    Does Flair Atelier offer made-to-measure garments?
    We’ll be providing this service soon. Meanwhile for special requests contact our tailoring team through our customer service page. Join our mailing list to know when the made-to-measure service will be available.

    What size should I order?
    For our standard sizes, you can find all the corresponding garment measurements in our size guide. For specific requests, please contact our customer service.

    Do you offer an alteration and repair service?
    If your measurements change in time, or should you need a repair we can arrange for your Flair Atelier garment to be altered or repaired, and we are happy to provide you with a quote for the cost. We want you to fall in love again and again with the garments you created.

    How do I take care of my garment?
    We want you to wear our pieces for a very long time, that’s why we source the finest materials and we rely on our skilled tailors and seamstress to reach the best quality. We recommend following the care instructions for the specific garment you selected. Don’t hesitate to contact us for information: info@flair-atelier.com.
     

  • RETURNS AND EXCHANGES

    What if my garment is not right?
    We carry out quality control at each stage and on every garment, but as with anything handmade, imperfections may occasionally go unnoticed. If for any reason you are unhappy with your purchase, please let us know immediately by contacting our customer support team. In cases where your handmade garment differs from what you requested, your original order will prevail. Comparing your original order to the garment we’ve provided just let us know where we’ve gone wrong. It's very important to us that you're happy with your Flair Atelier garment and we’ll do all we can to solve any issues you may have.

    How do I return my garment?
    In the event of a problem of any kind with your Flair Atelier garment please do not hesitate to contact our customer care team for information on how to proceed. Please don't send anything back without first letting us know.  

    How long do I have to wait if a return is agreed?

    All Flair Atelier garments are made to order and to your personal requirements, therefore we do not hold stock for exchanges. If an exchange is agreed, the replacement product will be made, generally, within 2 weeks and should be the same type of garment and have the same or higher value as the original.

  • PAYMENT AND SECURITY

    What payment methods does Flair Atelier accept?
    You may choose from among the following payment options: VISA, MasterCard, American Express, Postepay, PayPal and bank transfer.

    Is it safe to use my credit card online?
    We are dedicated to providing you with the safest shopping experience possible, therefore we employ the highest, strictest internet security available. Payment by credit card or PayPal account occurs through the secure PayPal systems in real time. In both cases Flair Atelier does not acquire any payment details (credit card details or PayPal code) of users.

    Privacy policy
    Your privacy is very important to us, we take the confidentiality of your personal data very seriously. We will never share your personal details with third parties. At any time, you may can access your account to modify or update your personal details.

  • ATELIER AND CONTACTS

    Where are my garments made?
    Our tailors, seamstresses and our production are located in London, UK and near Venice in Italy. We make the best use of technology and we strive to innovate every process, but still believe that traditional manual skills and artisanship shine through in all our garments, as a reflection of our heritage and our identity.

    Is Flair Atelier an ethical fashion brand?
    We founded Flair Atelier with the idea of sustainable excellence firmly in mind. We carefully select all of our materials and we have set up our manufacturing processes to minimise the impact on the environment and to benefit people and communities. All our garments are made to last, an antidote to the fast and disposable fashion. 

    How can I contact Flair Atelier?
    Our aim at Flair Atelier is to ensure your complete satisfaction. Should you have any questions or simply need a suggestion or help in choosing a style, please contact us to request a callback, send us an email (info@flair-atelier.com) or fill out the form in the section Contact us for the fastest response. We are committed to reply to all questions within 24 hours, Monday to Friday.

    How can I be informed about your pop-up stores, events and promotions?
    You can subscribe to our newsletter and follow us on Instagram and Facebook.