CUSTOMER SERVICE

The list of customer services that are most often requested can be found below. If you need information that does not appear on this list, please contact us by e-mail at info@atelcom.mc.

To contact customer service

To pick up my order in the store

To postpone my order

To cancel my order:

    •    personalised article

    •    non-personalised article

To return a defective or damaged article

To return an article I don’t like - “return right”:

    •    personalised article

    •    non-personalised article

To request a copy of the invoice

Claims department

To contact customer service

To contact customer service please send an e-mail to: info@atelcom.mc

To pick up my order in the store:

Our store is open from 9 am to 7 pm from Monday to Friday and on Saturday from 10 am to 1 pm and 2 pm to 7 pm. You can pick up your order at the following address: 2a, av. de Grande Bretagne, les Arcades du Métropole, MC 98 000 Monaco.

To pick up online orders in the store, you make a down payment of 50% on line and then pay the remaining 50% when you pick up your order. Consequently, the sales contract is finalised in the store and not on the Internet. Therefore, you do not benefit from the right to cancel provided for in the consumer law concerning tele-shopping.

In conformance with our general terms of sale, we would like to remind you that payment by 3D Secure is not accepted for orders picked up in stores.

Package not received

If you receive confirmation that your order has been sent and you have not received it please contact: info@atelcom.mc.

To cancel my order

    •    Non-personalised article:

For non-personalised articles, if you would like to cancel your order within 14 days, please send an e-mail to: info@atelcom.mc with your order number and the reasons for cancelling.

Please note that this does not concern orders for specific products made to your order which were not on sale on our website. Cancellation deadlines do not apply to these orders.

    •    Personalised article:

For personalised articles, you have a period of 2 working days in which to cancel your order. Please send us an e-mail at: info@atelcom.mc with your order number and the reasons for cancelling.

Beyond this deadline cancellations will not be possible since the fabrication of the product would have started and considering that the product is personalised at your request to fit your image, with a personal choice of materials and colours, we are unable to cancel.

To return an article that is defective or damaged on delivery

If your article is defective on receipt or if it becomes defective, you can return it to Atelcom Monte Carlo for an exchange or to have it repaired.

To return it, simply contact us by e-mail at sav@atelcom.mc in order to obtain a return number. With this number, which should be legibly indicated on the package wrapping, please return your appliance in perfect condition in the original packaging, along with all its accessories and manuals. You should also include a copy of your invoice with your return.

Along with your return, please specify your customer references, your order number, and the details of the malfunction and send everything to:

ATELCOM MONTE CARLO

Customer service n° (your return number)

Les Arcades du Métropole

2a, av. de Grande Bretagne

MC 98 000 Monaco

Please note: any return without a number will be refused on receipt and returned to its sender.

Nevertheless, after 7 days you can return non-personalised articles directly to the manufacturers' Authorised Technical Centre.
Addresses and contacts for Technical Centres: cf. USEFUL INFO 8

If the company is not on this list, please send us an e-mail at sav@atelcom.mc, we will send you the information concerning the related authorised centre.

To return an article I don’t like - “return right”:

Applicable only to individual customers

- Personalised article:

Considering the type of articles with personalisation done at your request and to fit your image with a personal choice of materials and colours, this return right is not applicable.

- Non-personalised article:

Products cannot be returned under any circumstances without prior agreement from Atelcom Monte-Carlo. It is absolutely necessary for products to be returned in perfect condition for re-sale, with their original packaging, complete and intact and duly sealed. Any product that is damaged, or for which the packaging is damaged, will neither be reimbursed nor exchanged. The right to cancel is applicable without penalty, except for the cost of the return.

Should the right to cancel be applied, the customer has the choice either of reimbursement of the amount paid, or exchange of the product. In case of an exchange, re-shipping will be at the Customer’s cost. Requests for exchanges or reimbursement should be sent to Atelcom Monte Carlo by electronic mail confirmed within 24 hours by registered letter with acknowledgement of receipt addressed to Atelcom Monte Carlo.

In case the right to cancel is applied, Atelcom will do its best to reimburse the customer within a period of 10 days (see our General Terms of Sale article 3.3.2). However, considering the technical nature of the products that are sold, this period could be extended to 30 days, especially when the product requires technical verification (cf. products that require testing beforehand). The customer will then be reimbursed according to his method of payment, either by bank card or by bank transfer minus the bank and transport costs.

Customers have a period of 14 days after the date of receipt to cancel orders as long as the product is intact, in its original packaging and has not been used.

Please send us an e-mail at: info@atelcom.mc with the order number and the reasons for cancelling.

The return right is not applicable to any order by a customer for a specific product that is not on sale on the website.

We will then reimburse the customer.

Please note that we do not reimburse articles which have been opened or used.

Please return the article in its original packaging with all the documentation and accessories.

Along with your return, please specify your customer references, your order number, and the reason why you are returning the article. Please send everything to: Département des retours, Atelcom Monte-Carlo, 2a Av. de Grande Bretagne, les arcades du Métropole, MC 98 000 MONACO.

To request a copy of the invoice

To receive a copy of your invoice, please send us an e-mail at: compta@atelcom.mc

Claims department

If you are not satisfied with our services you can send us a letter of complaint by e-mail at com@atelcom.mc.