HELP - FAQ - Cashmere Clothing & Natural Materials

If your request concerns another subject not discussed below, do not hesitate to contact us:
- by email at
- by phone +33(0)1 42 33 85 67
Our customer service is at your disposal from Monday to Friday from 10am to 6pm.


Account creation :

To create your account on the online shop Ateliers de la Maille, enter your email address which will serve you as a login and other information in the required fields.

Account Modification

To edit your information (change your password, change your address ...), click on "My Account" and identify yourself. Once logged in, you can view and edit your personal information.

Forgot your password

Click on "My Account" and then on the forgotten password link. Enter your email address used to create the account. Your password will be emailed to you instantly. In case of no receipt, be sure to check your spam or possible Spam folder.

Newsletter Sign-Up

You can subscribe to the Newsletter by indicating your email in the Newsletter section at the bottom of the homepage. You will then be informed of the current events of the Online Shop of the Knitwear Workshops and our exclusive offers.

Unsubscribe from the Newsletter

You can unsubscribe from the Newsletter simply by clicking on the unsubscribe link at the bottom of the Newsletters you receive. You can also do it in your account, under the heading "My Subscriptions". Do not hesitate to contact us for any further information.

Personal and Nominative Information

The information you transmit to us to operate your order is only used in the context of our commercial relationship. In no way can this information be shared with third parties or resold. In accordance with the Data Protection Act of 6 January 1978, you have the right to access and rectify your personal data. Concerning your banking information (bank cards), these are only used as part of your payment via our partner bank. We do not keep any banking information about you.


Phone order

You can contact our customer service to place your order by phone at +33 (0) 1 42 33 85 67 (Monday to Friday from 10am to 6pm).

Online order

When you are on the form of the chosen model, to order it simply select the desired size and color and click on "Add to cart". You will then have the choice between "Continue shopping" or "Finalize your order". At any time during your browsing on the online store, you can see the models that you have put in your basket. To do this, simply click on "My cart" at the top right of the screen. You can remove a template from the cart by clicking on the trash can on the right side of the line or add products to your order by clicking "Continue Shopping".

Deadlines for taking charge of my order

All your orders are taken care of within 24 hours for preparation. We do our best to prepare and ship your package within 48 hours.

Tracking my order

After the validation of cutter order, we send you a confirmation email with the summary of your order. As soon as your order is ready, we send you a shipping confirmation email with the parcel number. You can track the status of your order in your customer account, section "Order History" and even send us a message directly about a specific order.

Modification / Cancellation of order

For any wish to cancel or modify the order, please contact us by phone at +33 (0) 1 42 33 85 67 (Mon-Fri 10am / 6pm) or by mail to:


Payment methods accepted

We accept payments in credit cards, Visa, Master Card and American Express. It is also possible to pay via your Paypal account. You can also opt for bank transfer (longer order processing times).

Secure payment and 3D Secure

If you pay by Visa or Mastercard, after validating your bank details, you will be directed to the 3D secure site of your bank. This 3D Secure window is an authentication process specific to each bank. Also, you may be asked: - to enter a code received by sms, - or to enter your date of birth, - or to answer a personal question ... Check at the time of your order that you are able to receive your SMS SMS authentication code sent by your bank.

Can not pass the payment

If your payment does not pass, check that your card numbers or expiration date are not wrong. Check with your bank that it does not block the payment. For security reasons, the customer service does not have access to your bank details but remains at your disposal to guide you.


Modes and Rates of Delivery

Discover all the delivery methods and corresponding tariffs here. > Delivery Link

What are the shipping times

We make sure to prepare and ship your order within 48 hours of your order. This period corresponds to the time of preparation of your order destocks, verification, preparation parcel, edition of invoice, packing, labeling ...)

What are the delivery times

Delivery times depend on the chosen place of delivery and are usually made between 2 and 4 days after shipment (4 and 6 days for delivery abroad).

Delivery abroad

It is quite possible to be delivered abroad. You will find here the list of countries covered by our services.

Delivery in my absence

In the case of home delivery in your absence, a notice will be left in your mailbox, indicating the post office where you can collect your package. You must then go to the post office indicated, with the notice of passage and a piece of identification, to withdraw your package. You have a period of 14 days to do this, beyond which the package will be returned.

I did not receive my order

If the delay seems abnormally long to receive your parcel, you can check the situation on the site of Colissimo thanks to your parcel number. You can also contact us by email at

My article is damaged or missing

In these cases, we are sorry for these inconveniences and please contact us as soon as possible to remedy, by email at and by phone at +33 (0) 1 42 33 85 67 (Mon - Fri 10am / 6pm)


To find out more about the procedure for returning your order or an article, as well as the means of refund, visit this page. > Return


I do not receive your order confirmation and shipping emails

Make sure that these mails are not in your "junk mail" or your "Spam" folder of your mail.

I do not receive the email with the password

Make sure that this email is not in your "junk mail" or your "Spam" folder of your mail.

Do not hesitate to contact us by email at and by phone at +33 (0) 1 42 33 85 67 (Mon-Fri 10am / 6pm)