FAQ


ORDERS
How do I place an order?
Simply select your size and preferred color, and click "Add to Cart". You will be able to add multiple items to your cart before payment. Once you're done shopping, click on the cart icon on the top right corner to complete the checkout process.

Do I need an account to place an order?
Yes, you are required to register for an account before an order is placed. Registering for an account is free, and will enable you to keep track of your order status. Additionally, every order made will enable you to earn points in our rewards program, which you can redeem for vouchers to be used in future purchases.

How long is your order processing time?
We aim to ship all in-stock items within 3 business days. Please allow additional time for delivery, as indicated under our "Shipping" section below.

Why is an item unavailable?
An item may present as unavailable if it is currently in someone else's shopping bag, or it may be sold out.

Can I still purchase/pre-order an item which is unavailable?
Depending on the model, we may allow pre-orders. Items which are eligible for pre-ordering will have the pre-order button indicated on the item page. Please note that full payment is required for pre-orders, and their estimated ship date will be indicated on the item page.

Do you have a sizing guide?
Yes, please find it here.

What if I need to change/cancel an order?
Please email us at info@atelierllyr.com with your name, email and order number. Please note that we are only able to modify/cancel orders which are listed as "Pending". We are unable to modify/cancel orders which have been marked as "Fulfilled".

Can I collect my order in store?
Unfortunately, we do not offer this option at this moment.

Do you accept returns/exchanges?
Please refer to our Exchanges/Refund Policy for more information.

Do you offer discounts for bulk orders?
If you are looking to purchase 10 or more pairs for a special occasion, please contact us at info@atelierllyr.com. If you are interested in wholesale or franchising our brand, please refer to our Wholesale & Franchise page.

PAYMENTS
What types of payment do you accept?
We accept all major credit and debit cards through Stripe or Paypal.

I experience some problems with the payment process. How do I know if my order went through?
Please wait 15 minutes and check your email for an order confirmation. Alternatively, please email us at info@atelierllyr.com with your name, email, order number (if you have it), and details of your order.

SHIPPING/DELIVERY
What modes of shipping do you offer?
For local Singapore shipping, we offer local courier services, which ensures that you will receive your item within 1 business day.

Do you ship internationally?
Yes we do! All international orders are shipped either with TNT, DHL or Fedex.

How do I track international orders?
Once your order has been shipped, a tracking number with instructions will be sent to your email.