ateliroom

Ateliroom Protection

Clear rules, so nobody has to guess.

The service and buyer 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 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: pieces made to order or to your measurements are exempt from withdrawal rights under EU rules. For other pieces, returns follow the maker's stated policy plus any statutory rights that apply. 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 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.