Ateliroom Protection
Clear rules, so nobody has to guess.
Ateliroom Protection is what makes buying from a stranger feel safe: secure payment held until delivery, tracked shipping, and a human when something goes wrong. It is included in every purchase and costs buyers nothing: there are no buyer fees on Ateliroom. Here is exactly how it works.
What's covered
- Item never arrives: you're refunded in full, automatically when the maker misses their ship-by date (5 days for ready pieces; made-to-order adds the making time you agreed to at checkout), or via a claim if the parcel is lost after shipping.
- Running late: a maker can ask once for 3 more days. You're told the moment they do, the new date is binding the same way, and you can cancel for a full refund instead of waiting.
- Significantly not as described: wrong item, wrong size from what was listed, undisclosed damage, or materially different from the photos and description.
- Payment safety: your payment is held securely and only released to the maker after delivery plus your check window.
What's not covered
- Change of mind or fit is not a Protection claim, but it may be your legal right: bought from a professional seller, you can withdraw within 14 days of delivery from your order page, without a reason (you pay the return postage). Only pieces made to your own measurements or choices are exempt, and the checkout tells you so before you pay; a standard piece that happens to be made after you order is not exempt. From a private seller there is no such right, and a change-of-mind return needs the maker's agreement. Check measurements before buying; ask the maker anything in chat.
- The character of handmade: small irregularities, dye variation, and traces of the making process are part of self-made fashion, not defects.
- Anything arranged outside Ateliroom: if you pay or agree things off the platform, Protection cannot help you.
- Uncollected parcels: if a delivery is returned because it was never collected, the shipping cost is not refunded. Contact support to arrange a refund of the piece price or a reshipment at your cost.
Time limits
- You have 2 days after delivery to press "I have an issue" on your order page. After that, the order completes and the maker is paid.
- If a return is approved, you get a prepaid, tracked return label on your order page wherever our carriers can collect from you; print it, pack the piece as it came and drop the parcel off within 5 days, or the claim closes. Where no label can be made, you send it back with a tracked service of your choice and add the tracking code to your order page within the same 5 days.
- Refunds are released the moment the maker confirms the return arrived, and reach your payment method in 5 to 10 business days.
Evidence
- Buyers: keep the parcel and packaging, and add clear photos of the issue to your support message. Claims without photos are hard to uphold.
- Makers: your listing photos, measurements, and description are your evidence. Accurate listings win disputes; the chat history counts too.
- Ateliroom decides claims based on the listing, the chat, the photos, and the tracking, and can refund, release, or request a return.
Questions about a specific order? Contact support. The legal fine print lives in the terms.