ateliroom®

Ateliroom Protection

Clear rules, so nobody has to guess.

The Protection fee (5% + €0.70) is what makes buying from a stranger feel safe: secure payment held until delivery, tracked shipping, and a human when something goes wrong. Here is exactly how it works.

What's covered

  • Item never arrives: you're refunded in full, automatically when the maker misses the 5-day ship deadline, or via a claim if the parcel is lost after shipping.
  • 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: makers are individuals, not retailers, so there is no automatic right of withdrawal on one-of-one and made-to-order pieces. 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.

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 must ship it back with a tracked service within 5 days and add the tracking code to your order page, or the claim closes.
  • 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.