Latelierdemalte Reviews 24

Reply from Latelierdemalte

2 days ago

Hello Nailia,

Thank you for sharing your experience we take every piece of feedback seriously, as it reflects the standard we hold ourselves to. We are sorry to learn that this process felt frustrating, and we fully understand how unsettling it can be to wait for a resolution.

We would like to offer some clarity regarding your order. Your item was indeed shipped promptly; however, the parcel was unfortunately returned to us by the carrier, a logistical circumstance beyond our control. Upon receiving the returned package, our team processed a full refund to your account. We appreciate that the timeline may have felt longer than expected the delay was due to the necessity of awaiting the physical return of the piece before we could initiate the reimbursement, a standard procedure to ensure the integrity of every transaction.

Our records confirm that the refund has been completed in full. Should you have any difficulty locating it on your end, or if there is anything else we can assist you with, we warmly invite you to reach out to our customer care team we remain entirely at your disposal to ensure everything is in order.

We sincerely hope this has been resolved to your satisfaction, and we would be honoured to welcome you again for a future experience more reflective of the care we pour into every interaction.

L'équipe L'Atelier de Malte

Reply from Latelierdemalte

Feb 10, 2026

Thank you for taking the time to share your experience, and please accept our sincere apologies for what you encountered.

A bag breaking before its first use is clearly not acceptable and does not reflect the standards of quality and craftsmanship we strive to uphold at L’Atelier de Malte. We fully understand your disappointment and frustration, and we are deeply sorry for this inconvenience.

This issue is not representative of our usual production, and your feedback will be immediately shared with our quality control team so that this type of situation does not happen again. Your comment is taken very seriously.

We kindly invite you to contact our customer care team so we can assist you personally and provide a swift and appropriate solution, whether that be a replacement, a repair, or a refund. Your satisfaction remains our absolute priority.

With our sincerest regards,
L’Atelier de Malte

Reply from Latelierdemalte

Feb 10, 2026

Dear Oleksandra,
Thank you sincerely for taking the time to share such detailed feedback. We truly appreciate your honesty and the care with which you described your experience.

We are very sorry to hear about the strong odour you noticed upon receiving the bag. This can occasionally occur with new materials and finishes after packaging and transport, and it usually fades naturally after a short period of airing. That said, we fully understand how unpleasant this can be, and we regret the inconvenience it caused you.

Regarding the leather, we would like to reassure you that transparency is very important to us as a Maison. Our product descriptions specify the materials used for each piece, and we regret if there was any misunderstanding or disappointment on this point. Your perception is fully valid, and we take this feedback very seriously.

We are nonetheless grateful that you highlighted the quality of the craftsmanship, the finishes, and the comfort of the bag. Your remarks will be shared with our product and quality teams, as they help us continuously improve.

Please do not hesitate to contact our customer care team so we can assist you personally and find the most appropriate solution for you. Your satisfaction remains our absolute priority.

With our sincere regards,
L’Atelier de Malte

Reply from Latelierdemalte

Feb 10, 2026

Dear Daisy,
Thank you very much for taking the time to share your impression. We are truly grateful for your kind words.

Knowing that you found the piece beautiful means a great deal to us. Each creation from L’Atelier de Malte is designed with great care, and it is always deeply rewarding to see it resonate with our clients.

We sincerely thank you for your trust and remain at your disposal should you ever need assistance or wish to explore our collections further.

With our warmest regards,
L’Atelier de Malte

Reply from Latelierdemalte

Feb 10, 2026

Dear Leanne,
Thank you sincerely for taking the time to share your experience with L’Atelier de Malte. Your message means a great deal to us.

We fully understand your initial hesitation regarding the size of the Moira bag, and we are very glad that our customer care team was able to respond quickly and offer you clear, thoughtful options. Knowing that this support played a role in your decision to keep the bag is incredibly rewarding for us.

We have personally shared your kind words with Julie from our customer service team. Your feedback truly touched her, and moments like this are exactly why we place such importance on attentive, human and sincere care.

We are deeply honored to welcome you as a new client of the Maison, and we remain at your disposal should you ever need anything in the future.

With our warmest regards,
L’Atelier de Malte

Reply from Latelierdemalte

Dec 30, 2025

Hello Kyriaki,

Thank you very much for taking the time to share such detailed feedback. We genuinely appreciate it.

As part of our ongoing process to continuously improve our products, we regularly test different design variations. In your specific case, the bag you received included a reinforcement detail that was not visible in the product photos at the time of your purchase. Your message helped us identify this gap, and thanks to your feedback, all product visuals have since been updated and are now fully aligned with the version currently being shipped.

We sincerely thank you for bringing this to our attention. Feedback like yours directly helps us improve both our products and the clarity of our communication.

Our goal is always to challenge and refine our designs to offer the best possible experience. Should we return in the future to the previous version of the bag without this reinforcement, we would of course be happy to send you that version.

If you feel that your situation was not handled in the most satisfactory way, please don’t hesitate to contact us again. Our absolute priority is that every customer feels heard and satisfied.

Thank you again for your valuable feedback and for helping us become the brand we strive to be.

Warm regards,
The Customer Care Team
L’Atelier de Malte

Reply from Latelierdemalte

Dec 23, 2025

Hello Robin Van Impe,

Thank you for taking the time to share your feedback. We’re truly sorry that your experience has been frustrating and we completely understand how disappointing it can be when a product doesn’t meet your expectations.

First of all, we’d like to reassure you that we do have a dedicated customer service team, and the correct way to reach us is via contact@latelierdemalte.com
. When contacting us, please make sure to include your order number, as this allows us to identify your request quickly and handle it efficiently. If you have already written to us, we sincerely apologize if your message was not answered as promptly as expected due to the holiday period, response times may be slightly longer, and we are actively working to reduce this delay.

Regarding the product itself, we would like to clarify a few points. The bag’s design including its compartment structure is intentional and clearly visible on our product pages. We always encourage customers to carefully review photos and descriptions prior to purchasing to ensure the design matches their expectations.

As for the initial smell you mentioned, this can occasionally occur with new items due to packaging and transport conditions and usually dissipates after the bag is aired out.

We absolutely do not make returns “difficult” on purpose. Our return policy is available on our website, and once your request is reviewed by our support team, we will of course provide an appropriate solution in line with this policy.

Please don’t hesitate to contact us directly at contact@latelierdemalte.com
, clearly mentioning your order number, so we can look into your case and assist you as quickly as possible. Customer satisfaction remains our top priority, and your feedback helps us improve.

Kind regards,
The Customer Care Team
L’Atelier de Malte

Reply from Latelierdemalte

Dec 18, 2025

Bonjour Rom,

Un grand merci pour votre retour, ça nous fait vraiment très plaisir. Savoir que votre expérience a été excellente est la plus belle récompense pour notre équipe.

Merci sincèrement pour votre confiance et votre soutien, c’est grâce à des clients comme vous qu’on continue à avancer et à nous améliorer chaque jour. Au plaisir de vous revoir très bientôt.

Très belle journée à vous,
L’équipe L’Atelier de Malte

Reply from Latelierdemalte

Dec 14, 2025

Hello,

First of all, thank you for taking the time to share your experience. We are genuinely sorry that the product did not meet your expectations and that this led to disappointment.

We want to reassure you that your request has been fully taken into account. A 100% refund has been processed today, without requiring you to return the item. You have received an email confirming this, and the refund should appear on your account within the next few days, depending on your bank.

Our priority is always to ensure that our customers feel heard and treated fairly. Even when a product does not suit personal preferences, we aim to resolve situations in the most respectful and straightforward way possible.

We also appreciate feedback, as it helps us continue improving both our products and our service. Your message has been carefully reviewed, and we thank you for bringing your concerns to our attention.

Once again, thank you for your order, thank you for your feedback, and thank you for giving us the opportunity to address this properly. We wish you all the best moving forward.

Kind regards,
L’Atelier de Malte

Reply from Latelierdemalte

Dec 4, 2025

Hello,

Thank you for taking the time to share your experience. We are truly sorry that the bag you received did not meet your expectations. After reviewing your file and the photos you kindly sent us, we can confirm that it is indeed the model you ordered, fully consistent with the images displayed on our website and showing no particular anomaly.

Our customer service team did get back to you, with a slight delay for which we sincerely apologise, and we genuinely regret that we were not able to continue the conversation together to find a solution before the chargeback was initiated. This will naturally lead to your refund, so you can be completely reassured on that point.

We would simply like to clarify for our readers that L’Atelier de Malte is a trustworthy and dedicated brand, and we take great care in supporting each of our customers with transparency and attention.

We wish you a lovely day and remain at your disposal should you wish to contact us again.

Reply from Latelierdemalte

Dec 14, 2025

Hello Veena Parashuram,

Thank you for sharing your feedback, and first of all, please accept our apologies for the delay in our response.

At the time your review was posted, the parcel was still in transit, which meant we were unable to process a cancellation or refund until the carrier confirmed the final delivery status. This procedure is in place to protect both our customers and our company.

We can now confirm that the parcel has been successfully delivered, within an 8-day timeframe, as indicated by the tracking information.

Regarding the express shipping fee, you were absolutely right. The refund has now been processed today. The delay was caused by a technical issue in our system and was not intentional, and we sincerely apologize for this oversight.

Your feedback is extremely valuable to us. It helps us improve our communication and internal processes, and it directly contributes to making the customer experience better. Our customers are our top priority, and we are continuously working to improve the quality of our service.

Thank you again for your patience and for taking the time to share your experience.

Kind regards,
L’Atelier de Malte

Reply from Latelierdemalte

Dec 14, 2025

Hello Flora,

Thank you for sharing your feedback. We’re sorry to hear that the product did not meet your expectations.

We would like to clarify that we do not sell counterfeit items and we have no affiliation with any luxury brand. Our designs are original, and all materials used are described transparently on our website. No product from L’Atelier de Malte is branded or sold as a luxury designer item.

Regarding the smell you mentioned, new items, especially those packaged for international transport, may occasionally have a temporary odor due to packaging. This typically dissipates quickly once the product is aired out.

That said, if you believe you received an item that does not correspond to your order, we strongly encourage you to contact our customer service team directly so we can review the situation and find an appropriate solution.

Best regards,
L’Atelier de Malte