Contents

If you can’t find the information you’re looking for, then please contact us directly. Our team at L’Atelier du Vin will get back to you as quickly as possible.

 

Gifts and Customisation

Can I personalise a L’Atelier du Vin wine tool or oenology case?

Yes, some of our wine tools and oenology cases can be customised by engraving initials, a short text, motif or logo, as long as technically possible. The content of your choice is engraved on your product in our workshops in the Haut de France, using high precision laser technology. Our tools and accessories are made out of high quality wood, so your personalised and indelible engravings will not fade over time.
If you are interested in this option, and it is available for the product you want to order, then specify your customisation request on the order form. A fee is charged for this service. If you would like to further customise our products so that they reflect your image, please contact us for a quote.

Which L’Atelier du Vin products can be customised?

Have a look at our catalogue of customisable products to find out if a wine tool or oenology case can be personalised. The word “customisation” also appears at the top of each product page if this option is available.

Can I include a personalised note with my order?

Yes, you can include a personalised note in your package. Simply enter your message in the “Order Notes” field on your online order form. Your note will then be inserted into your package.
This is a free service offered by L’Atelier du Vin.

Is it possible to send gift without the invoice?

Yes. On the order form, tick the box: “I do not wish to receive the invoice in the package”. The person you’re sending a gift to therefore won’t know the price. If your delivery is in France, your invoice will be sent in digital format to the email address provided, in case you need to use the warranty. However, you can’t send a Colissimo package without an invoice outside the European Union, because the invoice must appear on the parcel, as per the regulations for this delivery method. Opt for a DHL delivery instead for recipients outside the EU.

Can I request a gift wrap?

You can request a gift wrap when you place your order, in the “Order Notes” field. Your gift will be carefully hand-wrapped with high quality paper. You can also ask for your wrapped or unwrapped order to be placed in a top-of-the-range L’Atelier du Vin tote bag, made out of sturdy sewn fabric, to keep and use on a daily basis. These services are subject to a fee, with a contribution to the actual cost.

How does the L’Atelier du Vin gift card work?

Our gift card can be used in the L’Atelier du Vin e-shop, for payment in one or several instalments. Go to our Gift Card page to order one. Choose the amount you wish to credit it with and confirm your order. Your recipient will receive an email with their gift card code and will be able to spend this amount in our e-shop by entering the gift card code after confirming their basket.


Orders: Tracking, Assistance, Availability

How do I track my order?

Upon confirmation of your online payment, you will immediately receive an email with a tracking link for your order. Click on this link to find out your order’s status, until you receive your L’Atelier du Vin parcel at home, or at a pick-up point in France.

I can’t find my order tracking link: what can I do?

You can find your order tracking link if the confirmation email you received after confirming your online payment. Check your emails (inbox and spams) to find it. If this doesn’t work, send a request via our contact form, specifying the email address you used to place your order. Select “After Sales Service” from the list “Object of your request” list. Our team will then track down your order and send you the link by email or contact you directly.

Can I get assistance in placing a particular order?

Our team would be happy to help if you would like to place a special order (large quantity, specific request, custom packaging or other). Simply send us a message via our contact form, selecting “Assistance in taking an order” as your request object. We will get back to you as soon as possible to guide you and confirm your special order.

Can anyone help me choose and place my order?

Which model should you choose from our wine tool collections? Need advice for an oenology gift? Send us a message via our contact form, selecting the “Assistance in taking an order” object request. An advisor will get back to you as quickly as possible to answer your questions and help you choose the right wine accessories to meet your specific needs. You can also find valuable information in our “Guides and Advice” tab, as well as our page dedicated to “The Art of Giving”.

How do I know when a product that is out of stock will be available again?

If the product page indicates that an item is out of stock, you can ask to be notified by email when the wine accessory is available again.

How do I use my promo code?

Enter your discount code into the “promo code” field on our order form. When you confirm your order, the discount will immediately be applied to the total and you can proceed to payment.


Delivery and Returns: Delivery Times, Terms, Refund Policy

What delivery options do you offer?

You have the choice between several delivery options:
· La Poste, for a Colissimo delivery without signature, to the address provided
· DHL, for a delivery in France, Europe or elsewhere in the world, with guaranteed delivery times, signed delivery and clear and precise tracking every step of the way
· DPD Relais, for delivery in France to your closest pick-up point

What are your delivery times?

Below are the delivery times for L’Atelier du Vin orders:
· via DHL, with signed delivery:
◦ 1 to 2 working days for a delivery in France,
◦ 1 to 5 working days for a delivery in Europe or outside the EU;
· via La Poste with Colissimo:
◦ 2 to 3 working days for a delivery in mainland France,
◦ 3 to 7 working days for a delivery in Europe, depending on the country,
◦ 8 to 15 working days for a delivery outside the European Union;
· via DPD Relais, with signed delivery: 1 to 3 working days for a delivery in France at a pick-up point of your choice.

Where can I find my order delivery status?

As soon as you validate your payment, you will receive a tracking link by email. Click on this link to find out your order status. Each of our carrier partners will provide you with a real time tracking number to check on your parcel.

Do you deliver all over the world?

Yes, L’Atelier du Vin ships and delivers all over the world, to countries in the European Union or any other destination..

I haven’t received my order: what can I do?

Please let us know via our contact form if you haven’t received your order within normal delivery times. Our team will contact the delivery company to find out where your package is and if there is a problem. We will then let you know the delivery status.

How can I return my order and get a refund?

You can benefit from a right of withdrawal if you wish to return a product you ordered. Our returns and refund policy is explained in the “Right to Cancel” section of our General Sales Conditions. In order to receive a refund, the product you are returning should not have been used or damaged. It should be sent back in its original packaging, in a box, within the legal right to withdraw timeframe. Some custom or made-to-order products cannot be returned or refunded. If you have any questions, feel free to reach out via our contact form, selecting the “After Sale Service” object.


After Sales Service, Warranty and Repairs

How do I contact L’Atelier du Vin’s After Sales Service?

To get in touch with our After Sales Service, please send a message via our contact form, selecting “After Sale Service” from the drop-down menu. Our team will get back to you as quickly as possible.

I received a defective or damaged item, or an incomplete order: what should I do?


When you receive a delivery to your address or ²pick-up point, check that the contents aren’t damaged or incomplete. If there is a problem, immediately inform the deliveryman, sign with reserve and request their counter-signature, to ensure that your claim is valid. You can also send a message via our contact form, selecting “After Sale Service” from the drop-down menu, to explain the situation and attach a photo. Our sales team will get back to you as soon as possible to find a solution. If the product is defective with no visible damage, then follow the same steps to contact us in order to activate your warranty contract.

How does the L’Atelier du Vin product warranty work?

Our wine tools are covered by a 2 year warranty from the date of your order. During the warranty period, if a product proves to be defective or no longer works, without the cause of the problem being misuse on your part, then you can invoke our warranty contract to have it repaired or replaced with a new model, free of charge. To do so, please send us a message via our contact form, selecting “After Sale Service” from the drop-down menu and explaining the problem with a photo attached. We will get back to you as quickly as possible to assess the situation and activate the warranty if all the conditions are met. In some cases, you may be required to send the product back at your cost.

Do you offer a maintenance or repairs service outside of the warranty period?

Yes, we offer an out of warranty repairs and maintenance service to ensure that you can keep and use your wine tools for life. To request the replacement of a part, repair or maintenance of a wine accessory, send us a message via the contact form by selecting “After Sale Service” from the drop-down menu. Explain your situation in detail and attach a photo. Our L’Atelier du Vin Care service will get back to you as quickly as possible with a solution and quote. This is a paid service.


L’Atelier du Vin: Products, Manufacturing, the Brand, the Company

How do I choose the right corkscrew, wine tool or oenology box?

Pour savoir comment bien choisir un accessoire du vin, vous trouverez de nombreuses informations You’ll find lots of useful information to choose the right wine accessory in our guides and advice pages. If you would like to benefit from free advice from an expert in oenology and sommellerie, then feel free to send us a message via the contact form, selecting “Assistance in taking an order” from the drop-down menu. An advisor will get back to you as quickly as possible to answer your questions and help you make the right choice. This service is free of charge and without obligation.

What materials do you use to make your products?

L’Atelier du Vin’s products are made from high quality materials, whether wood, metal, leather or glass. Right from the design stage, we are committed to selecting materials that withstand the test of time. When manufacturing each of our high-end wine accessories, we also strive to limit the environmental impact, so that you can enjoy your tools for as long as possible, while respecting the planet.

· Most of our solid wood cases and items are sourced from sustainable forests. Our tools are made from a variety of woods such as solid walnut, ebony, maple and birch.
· Our metal items in stainless steel, solid brushed brass or chrome-plated metal are designed to withstand the test of time and the pressure exerted on their mechanisms.
· Our wine glassware is made out of mouth-blown or lead-free high quality glass and produced by master glassmakers whose expertise is passed down from generation to generation. Each craftsman brings their own personal touch, making each of our decanters unique.
· Our Nomad wine tool kit collection is handcrafted and made out of untreated tan leather in Naples workshops.
· Our packaging is also sustainable, made out of high quality recycled materials, such as environmentally-friendly inks and non-petroleum based padding.

From the choice of manufacturing materials at the design stage, to the final packaging, L’Atelier du Vin is therefore committed to taking an eco-responsible approach on a daily basis.

How are L’Atelier du Vin’s products designed and manufactured?

L’Atelier du Vin has been designing unique wine tools since 1926. Each model is first designed in our studio in Paris by our team of designers, engineers and ergonomists. We then create custom-made tools needed to manufacture each item of wood, metal, glass, genuine leather or high-end material to make the final product. Once the production of each element has been completed, the parts are carefully assembled. For some models, this final stage is done by hand. Some of our teams have been perfecting their knowledge of materials for decades. For the creation of our collection cases, we call upon the ancestral know-how of our French master table makers. Finally, our customisation department laser engraves personalised models, before packing up your orders and sending them out via our global delivery companies.

Are L’Atelier du Vin’s products unique?

To this day, L’Atelier du Vin is the only French company that specialises in the design and production of wine tools with such a wide range of sommelier and oenology services and accessories. Since 1926, we have been the French reference in this field, from wine cellars to tasting tables, which make our top-of-the-range wine accessories unique in the world, most of which we have patented and registered. Each of our collection items are unique artefacts, from the high quality wood’s veins to the hand-finished metal parts.

What is L’Atelier du Vin’s history?

L’Atelier du Vin is a family-run business, whose know-how was born in the Champagne vineyards, with the aim of creating wine tools designed for winemakers, wine merchants, sommeliers, wine lovers and oenology enthusiasts. From generation to generation, we have become the French manufacturer of reference for corkscrews and wine accessories in oenology and sommellerie. As the owner and designer of each of our patented models, L’Atelier du Vin has become a brand with a unique know-how. Today, our creations and collector’s items are sold on all 5 continents.

How can I become a L’Atelier du Vin ambassador?

If you share our art of living wine à la française, why not become a L’Atelier du Vin ambassador? Today, our collection of high-end wine accessory collections are available from a number of official physical sales points and top-of-the-range e-stores around the world, with a highly selective distribution, to meet your expectations and in keeping with our brand values. Would you like to join us? To find out more about our partnership terms and conditions and our affiliate programme, go to the Become a Brand Ambassador page and fill out the contact form at the bottom of the page. Our sales team will get back to you as quickly as possible to explain the next steps.

How can I apply for a job at L’Atelier du Vin?

Would you like to join our team and put your skills to work for L’Atelier du Vin? Thank you for your interest! You can find all our current job offers on our website’s recruitment page. You can send a speculative application with your CV and covering letter by email to the following address: info@atelierduvin.com.

Does L’Atelier du Vin respect the confidentiality of my personal data?

While you’re browsing on our website, L’Atelier du Vin collects some personal data required for managing our customer relationship, in particular for processing orders and deliveries. This is all done in strict compliance with the legal provisions defined by the General Data Protection Regulation (GDPR). You have full rights of access, rectification, opposition, processing limitation, deletion and portability of your data. For further information, please send an email to the following address: rgpd@atelierduvin.com.