Frequently Asked Questions
Orders and payment
Which payment methods do you accept?
We accept Visa and Mastercard. Available payment options are displayed securely during checkout.
How do I know that my order has been confirmed?
After completing checkout, you will receive an order confirmation at the email address provided with your purchase. Please also check your spam or junk folder.
Can I change or cancel my order?
Please contact support@sapoestore.com as soon as possible. We cannot guarantee changes or cancellations once an order has entered preparation or has been dispatched.
Where can I find my order number?
Your order number is shown in the order confirmation email sent after checkout.
Shipping and delivery
Where do you currently deliver?
We currently accept and deliver orders within France only.
Where are orders dispatched from?
Orders are prepared and dispatched from France.
How long does order processing take?
Orders are normally processed within 1–3 business days, excluding weekends and French public holidays.
How long does delivery take?
Delivery within France generally takes 3–5 business days after dispatch. Delivery estimates are not guaranteed and may be affected by the carrier, public holidays, weather conditions or other circumstances outside our reasonable control.
How much does shipping cost?
Standard shipping costs €7.99. Free standard shipping is available for qualifying orders of €65 or more.
Will I receive tracking information?
Yes. When tracking is available, the tracking information will be sent to the email address used during checkout.
What should I do if my parcel is delayed?
Check the tracking information first. If there has been no update for an unusual period, contact support@sapoestore.com with your order number.
Returns and refunds
How long do I have to request a return?
You may request a return within 14 days of receiving your order. Contact support@sapoestore.com before returning any product.
What condition must returned products be in?
Products must be unused, unopened where applicable and returned in their original condition and packaging. You may be responsible for any reduction in value caused by handling beyond what is necessary to inspect the product.
Who pays the return shipping cost?
The customer is responsible for return shipping costs unless the product received is incorrect, damaged or defective due to our responsibility.
Do you charge a restocking fee?
No. We do not charge a restocking fee.
Are any products excluded from returns?
Customised, personalised and special-order products cannot normally be returned unless they arrive damaged, defective or incorrect. Other legal exceptions may apply to sealed products that cannot be returned for hygiene or health-protection reasons after opening.
When will I receive my refund?
Once an accepted return has been received and inspected, the refund will be issued to the original payment method. Refund processing may take up to 14 days. Your bank or payment provider may require additional time to display the transaction.
What should I do if an item arrives damaged or incorrect?
Contact support@sapoestore.com promptly. Include your order number, a description of the problem and clear photographs of the item and packaging.
Products and care
Why can product colour or appearance vary slightly?
Small variations in colour, texture or finish may occur between products or batches. Screen settings and lighting may also affect how colours appear online.
How should I care for a soap bar?
Allow the soap to dry between uses on a draining soap dish and keep it away from standing water.
Where can I find product-specific information?
Please refer to the relevant product page for descriptions, materials, dimensions, usage information and precautions.
How can I contact ATELIER SAPOÉ?
Email us at support@sapoestore.com, Monday to Friday, from 9:00 a.m. to 5:00 p.m.