MadeByAtelier ("we" and "us") is the operator of (https://madebyatelier.com/) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.

3. Returns

3.1 Return Due To Change Of Mind

Atelier will happily accept returns due to change of mind as long as a request to return is received by us within 7 days of receipt of item and are returned to us in original packaging, unused and in resellable condition. 

(MadeByAtelier) will refund the value of the goods in form of a store credit returned but will NOT refund the value of any shipping paid.

3.2 Warranty Returns

Atelier will happily honour any valid warranty claims, provided a claim is submitted within 7 days of receipt of items.

Customers will be required to pre-pay the return shipping, however, we will reimburse you upon successful warranty claim.

Upon return receipt of items for a warranty claim, you can expect Atelier to process your warranty claim within 7 days.

Once the warranty claim is confirmed, you will receive the choice of:

(a) a refund in store credit

(b) a replacement item sent to you (if stock is available)

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 5 days from the order being fulfilled.

4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier.

4.3 Dispatch Time

Orders are usually dispatched within 15 business days of payment of the order.

We try our best to operate within 15 days of payment, however depending on how busy we get it can take longer, we work Monday-Sunday working hard to get your order out.

4.4 Change Of Delivery Address

For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping

Atelier will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Military Address Shipping

We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.

 

4.7 Items Out Of Stock

If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.

4.8 Delivery Time Exceeded

If the delivery time has exceeded the forecasted time, please contact us.

5. Tracking Notifications

Upon dispatch, customers will receive an email, we try to keep our costs to a minimum, there are multiple options at checkout for tracked delivery and standard delivery, tracking will cost extra.

6. Parcels Damaged In Transit

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website

7.2 Import Duties & Taxes

Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by the customer upon arrival in the destination country

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit

We will process a store credit or replacement as soon as the courier has completed their investigation into the claim, we will need evidence from you that the claim and investigation have been completed.

9.2 Process for parcel lost in-transit

We will process a store credit or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service

For all customer service enquiries, please email us at hi@madebyatelier.com