FAQs

Orders

What is the estimated shipping time for my order?

Dos Santos Atelier has no in-stock items. Each piece that is born is made to order. Once your order is received, it will be manufactured within 48 hours. We specialize in creating high-quality garments with handcrafted finishes and hand-embroidered details in limited quantities per design. Even though this work can take up to 2 weeks to reach your hands, you will enjoy a piece made with love, which also adapts to your values and lifestyle.
Is it possible to cancel or make changes to my order after it has been placed?

Absolutely! We understand that circumstances can change and are happy to assist you. Please bear in mind that you can make changes or cancel your order within 24 hours of placing it. To make any of these changes, contact us at customercare@dossantosatelier.com immediately. Once we have processed your order, we will not be able to make any changes.
What are the available payment methods for making a purchase?

We accept Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Apple Pay, Google Pay.
What can I do if I have not received my order confirmation?

Order confirmations are sent by email immediately after processing the payment. If you have not received it after 24 hours, please contact us at customercare@dossantosatelier.com.
Do you offer refunds?

We currently do not offer refunds. However, we do accept returns and exchanges within fourteen (14) days of the delivery date. Please take a look at our Returns & Exchanges Policy for more details.
How do I initiate a return?

To initiate a return, please email us at customercare@dossantosatelier.com with the following details: your order number, the item(s) you intend to return or exchange, and the reason for the return (such as size was too small or too large, or received the wrong item). Once we review and approve your return request, you’ll receive a notification with the return instructions.

Please note that we do not cover shipping costs for returned or exchanged items; these costs are at the buyer's expense.

Upon receipt of the item and verification that it is in optimal condition, we will proceed with the garment exchange or offer you store credit that you can apply toward a new purchase. We currently do not offer refunds.

If you have any questions, please refer to our Returns & Exchanges Policy or contact us at customercare@dossantosatelier.com.

Shipping & Packaging

Who are the carriers for delivery?

Our preferred carriers for delivery include DHL Express, UPS, and USPS.
Which countries do you ship to?

We ship to more countries than there are varieties of flowers! Whether you are chilling in Miami Beach or sipping tea in England, fret not, we will deliver our garments right to your doorstep! We love exploring the globe one package at a time!
How long will it take for my order to arrive?

The delivery time of your order depends on a few factors such as your location, shipping method, and the carrier selected.

Here is what you can expect from our preferred carriers:

Domestic Shipping

USPS

• Ground Advantage: 2–5 business days
• Priority Mail: 1–3 business days
• Priority Mail Express: 1–2 business days
• First-Class Mail: 2–3 business days

UPS

• Ground, Air: 1–5 business days

International Shipping

DHL Express

• 2–3 business days for most international destinations

You will receive a shipping confirmation email once your order has left our atelier. So sit back, relax, and let the flower-filled adventure begin as your package sets off on a fragrant journey to your doorstep!
How can I track my order?

After we have sent out your package for delivery, you will receive a shipping confirmation email containing a tracking link from the selected carrier. By clicking on this tracking link, you will be directed to the carrier's website, where you can track the shipment and view its current status. Please note that tracking availability may vary depending on the shipping method selected during checkout.
Who is responsible for paying for international duties and taxes?

The payment for international duties and taxes is the responsibility of the buyer. These charges are imposed by the local customs authorities of the destination country and vary depending on the nature of the items being shipped and the specific import regulations of the country.
Is your packaging recyclable?

At Dos Santos Atelier we are committed to reducing our environmental footprint. All our packaging (including the stationery) is fully recyclable.

Sizing

How do I find the right size for me?

We provide a sizing guide on each product page. Please click on Size Guide, and verify which of the shown measurements adjust to your body measurements as follows:

Bust: measure yourself around the body at the fullest part of the chest.

Waist: measure yourself around the body at the smallest part of the waist.

Hip: measure yourself around the body at the widest part of the hip.

Can't find what you're looking for?

Send us an email to tell us what's up, and someone from our Customer Service team will get back to you as soon as possible. Don't forget to include your order number for faster assistance (if applicable).

Please email us at info@dossantosatelier.com