FAQ
Last updated: 13 October 2026
Welcome to the Atelierée FAQ page. We have gathered quick answers about our products, delivery, returns and support below. If you need anything else, our team is happy to help.
1. How long does delivery take?
Order processing time: 1 to 2 business days
Shipping transit time: 3 to 5 business days
Estimated total delivery time: 4 to 7 business days
Delivery times may vary depending on your location, courier delays or periods of high demand. Full details are in our Shipping Policy.
2. Do you offer free shipping?
Yes. Atelierée ships free on all orders to the United Kingdom, the United States and Australia, with no minimum order value. See our Shipping Policy for details.
3. Where is Atelierée based?
Atelierée is a United Kingdom based online store offering a carefully selected range of lighting and home pieces chosen for quality, design and everyday usefulness. We ship to customers in the United Kingdom, the United States and Australia.
4. What happens if I receive a faulty or damaged item?
Contact our support team as soon as possible and we will arrange a replacement or refund at no cost to you. Please get in touch within 30 days of receiving your order. Full details are in our Refund and Returns Policy.
5. Can I cancel my order after placing it?
Yes. We offer a 24 hour cancellation window after your order is placed. Contact us with your order number as soon as possible. Once an order has entered processing or been dispatched, cancellation may no longer be possible.
6. What is your return policy?
Eligible items can be returned within 30 days of receiving your order, provided they are unused and in their original packaging. There are no restocking fees. See our Refund and Returns Policy.
7. How long does a refund take?
Once your returned item has been received and inspected, approved refunds are issued within 7 business days to your original payment method. The time for funds to appear may vary depending on your bank or payment provider.
8. Do you offer warranties or guarantees?
All purchases are covered by our customer protection policies, including a 30 day guarantee. If your item arrives faulty or develops a covered issue, contact our support team. See our Refund and Returns Policy.
9. How can I contact Atelierée customer support?
Through our Contact Us page, or directly by email at info@atelieree.com or by phone on +44 7418600718.
10. Which countries do you ship to?
We ship to the United Kingdom, the United States and Australia. Delivery is free to all three, with no minimum order value. We do not currently ship anywhere else. See our Shipping Policy for the latest information.
11. Does Atelierée have a physical store?
No. Atelierée is an online only store. Operating online lets us offer a wider selection and better value while keeping the shopping experience simple.
12. Do you offer bulk or business orders?
Yes. If you are interested in placing a bulk or trade order, contact our support team for pricing and availability.
13. How do I exchange an item?
Contact our support team and we will arrange a quick exchange for a different product, subject to availability. Exchanges are handled in accordance with our Refund and Returns Policy.
14. How can I track my order?
Once your order has been dispatched you will receive tracking details by email. You can follow your delivery at any time on our Order Tracking page.
Contact Information
Atelierée
Store Address: Mornington, Leafy Grove, Keston, London, BR2 6AH, United Kingdom
Store Email: info@atelieree.com
Store Phone: +44 7418600718
Customer Service Hours: Monday to Friday, 9:00 AM to 5:00 PM (BST)
Response Time: We aim to respond to all enquiries within 1 to 3 working days.
Still stuck? Use our Contact Us page and we will come back to you.