The Atelier Collection — launching soon
Support

Shipping & Returns

Everything on timeframes, costs, and how to send something back — no drama required.

Sample policy content — replace figures, carriers, and timeframes with your actual fulfillment terms before publishing. You can also manage a formal Shipping Policy under Shopify Admin → Settings → Policies.
01
We Prepare

Orders are packed within 1–2 business days at our fulfillment studio.

02
It Ships

Standard delivery takes 3–6 business days domestically, 7–14 internationally.

03
It Arrives

You'll get a tracking link by email the moment your order leaves our studio.

Processing Time

Every order is made-to-ship rather than pulled from a warehouse shelf, so please allow 1–2 business days for us to prepare your piece before it's handed to the carrier. During seasonal launches this can extend to 3–4 business days — we'll flag this at checkout if it applies to your order.

Shipping Cost

  • Standard shipping is free on all orders over €75,00.
  • Orders under that ship for a flat €6,50 domestically.
  • Express shipping (1–3 business days) is available at checkout for an additional fee, calculated by weight and destination.

Once your order ships, you'll receive a confirmation email with a tracking number. Delivery estimates are provided by our carriers and are not guaranteed.

International Orders

We currently ship to a growing list of countries outside our home market. International orders may be subject to customs duties, import taxes, and clearance fees charged by your local authority — these are the responsibility of the customer and are not included in your order total or shipping cost.

Returns

We want you and your pet to genuinely love what you ordered. If something isn't right, you may return unused, unwashed items in their original packaging within 30 days of delivery for a full refund to your original payment method.

  • Covers must be unwashed and free of pet hair, odour, or damage to be eligible.
  • Cores (foam inserts) are non-returnable once removed from their protective liner, for hygiene reasons.
  • To start a return, contact us with your order number — we'll email a prepaid return label where available.
  • Refunds are processed within 5–7 business days of us receiving your return.

Exchanges

Need a different size, shape, or colour? Request an exchange within the same 30-day window. We'll ship your replacement as soon as your original item is scanned by the carrier, so you're not left waiting on the swap.

Damaged or Defective Items

If your order arrives damaged or with a manufacturing fault, please contact us within 7 days of delivery with a photo of the issue. We'll arrange a free replacement or a full refund — your choice — and we won't ask you to cover return shipping for our error.

Still Need Help?

Reach our support team any time and we'll get back to you within 1–2 business days.

Contact Us