Shipping & returns

How your piece gets to you, and back if it must.

Each maker ships their own work. Ateliroom holds your payment until it has arrived and you have had time to look at it, and the same rules apply in every room.

every parcel: Trackedevery parcel
to ship a ready piece: 5 daysto ship a ready piece
to check it on arrival: 2 daysto check it on arrival
to withdraw, from a business: 14 daysto withdraw, from a business

Delivery

Every parcel is tracked. At checkout you see the real carrier price for your address, or the tracked service the maker runs themselves. If nothing can reach your address, checkout tells you before you pay.
A ready piece is handed to the carrier within 5 days of your payment. A made-to-order piece adds the making time shown at checkout. If the maker misses the date, you are refunded in full, automatically.
Running late, a maker can ask once for 3 more days. You are told straight away and can cancel for a full refund instead of waiting.
Pieces from €300 (jewellery from €250) only travel signed-for and insured.
Pieces ship from Belgium and the Netherlands, where our carriers collect, and from makers elsewhere who run their own tracked delivery.
If a parcel comes back because it was never collected, the shipping cost is not refunded. Support can arrange a refund of the piece or a reshipment at your cost.

When it arrives

You have 2 days after delivery to press "I have an issue" on your order page. Until then the maker has not been paid.
Keep the packaging and take clear photos of anything wrong. That is what makes a claim easy to settle.

Returns

Damaged, faulty, not as described or the wrong item: you get a full refund, and the maker pays the return postage.
Changed your mind? Bought from a professional seller, you may withdraw within 14 days of delivery, from your order page, without giving a reason. Send the piece back within 14 days after that; you are refunded the price and the standard delivery within 14 days, minus the return postage, which you pay.
Pieces made to your own measurements or choices are the exception: the checkout says so before you pay. A standard piece that happens to be made after you order is not an exception.
From a private seller there is no legal right to withdraw. A change-of-mind return needs the maker's agreement, and you pay the return postage.
A made-to-order piece can be cancelled free of charge within 48 hours of ordering.

How a return works

Once a return is agreed, a prepaid, tracked return label appears on your order page wherever our carriers can collect. Pack the piece as it came and drop it off within 5 days.
Where no label can be made, send it with a tracked service of your choice and add the tracking code to your order page within the same 5 days.
The refund is released the moment the maker confirms the piece is back, and reaches your payment method in 5 to 10 business days.

Who pays return postage

Damaged, faulty, not as described, wrong item	The maker
Change of mind, professional seller (withdrawal)	You, taken off your refund
Change of mind, private seller (if the maker agrees)	You

Some makers add their own shipping notes or return terms; you see them at checkout, before you pay. What happens when something goes wrong is set out in Buyer protection, and the legal wording is in the terms. A question about an order? Contact support.