Frequently asked questions
What makes atelierée Different
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right. We also only work with vetted high end designers and suppliers!
Where are your products manufactured?
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
Can I cancel or change my order?
We understand that plans can change. If you need to cancel or amend your order, please contact our customer support team as soon as possible. If your order has not yet been processed for dispatch, we'll do our best to accommodate your request. Once an order has been shipped, it can no longer be cancelled or modified, but you may still be eligible to return it in accordance with our Returns & Refund Policy.
How much does shipping cost?
Return policy
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
Shipping
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Manufacturing
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
How long does shipping take?
We aim to process all orders within 1–3 business days. Delivery times typically range from 5–10 business days, depending on the product and your location. Once your order has been dispatched, you'll receive a tracking number so you can follow its journey every step of the way.
Do you offer order tracking?
Yes. Every order includes a tracking number, which will be sent to your email once your order has been shipped. If you have any questions about your delivery, our customer support team is always happy to assist.
What is your refund policy?
We offer a 30-day return policy on eligible items. To qualify for a refund, products must be unused, in their original packaging, and in the same condition as when they were received. Once your return has been inspected and approved, your refund will be processed to your original payment method.
Return policy
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
Shipping
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Manufacturing
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
How long does it take to receive my refund?
After we receive and inspect your returned item, we'll notify you of the outcome. If approved, refunds are typically issued within 5–10 business days, depending on your bank or payment provider.
What items are not eligible for a refund?
For hygiene and safety reasons, personalised, custom-made, clearance, or final sale items cannot be returned unless they arrive damaged or faulty. We also cannot accept returns for products that have been used, assembled, or are not in their original condition.
How can I contact Atelierée?
Our customer support team is here to help. If you have any questions about your order, a product, or need assistance, you can contact us via email or through our Contact Us page. We aim to respond to all enquiries within 24–48 business hours and are committed to providing exceptional customer service every step of the way.
