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SHIPPING & RETURNS policy

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Atelier Vela is committed to providing our customers with a reliable, transparent and enjoyable shopping experience. This Shipping & Returns Policy explains how we process orders, deliver products and handle returns, refunds and exchanges.

1. Shipping

We currently offer delivery to selected locations within the United Kingdom and may offer international delivery depending on the destination.

Order Processing

Orders are normally processed within 1–3 business days after payment has been successfully received.

Orders placed on weekends or UK public holidays will generally be processed on the next business day.

During busy periods, promotions, sales or holiday seasons, processing times may take slightly longer. If there is a significant delay, we will make reasonable efforts to notify you.

Delivery Times

Estimated delivery times are:

  • Standard UK Delivery: 3–9 business days

  • Express UK Delivery: 2–8 business days, where available

  • International Delivery: Times vary depending on destination and shipping service

Delivery estimates are provided for guidance and are not guaranteed unless a guaranteed delivery service has been expressly purchased.

Once an order has been dispatched, customers will receive shipping confirmation and tracking information where tracking is available.

2. Shipping Charges

Shipping costs are calculated at checkout based on the delivery address, order size, weight and selected delivery method.

Any applicable delivery charges will be displayed before the customer completes the purchase.

Where applicable, international customers may be responsible for customs duties, import taxes or other charges imposed by the destination country.

3. Delayed or Lost Orders

If your order has not arrived within the expected delivery period, please contact us at:

Email: Storesuporte24h@gmail.com

We will investigate the shipment with the relevant delivery provider.

Customers should provide their order number and delivery details when contacting us.

Please note that delivery times may occasionally be affected by circumstances outside our reasonable control, including severe weather, postal delays, customs procedures, strikes or other unforeseen events.

4. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information when placing an order.

If an order is returned to us because an incorrect or incomplete address was provided, we may contact you to arrange a new delivery. Additional shipping charges may apply where appropriate.

5. Returns & Right to Cancel

If you purchase products from Atelier Vela online, you generally have the right to cancel your order within 25** days after receiving the goods**, without having to provide a reason.

After notifying us that you wish to cancel, you generally have a further 25** days to return the goods**.

This statutory cancellation right applies subject to applicable UK consumer law and any legal exceptions.

6. Conditions for Returns

Returned products should, where reasonably possible, be:

  • Unused and in their original condition;

  • Returned with original packaging;

  • Returned with any labels, accessories or documentation supplied with the product; and

  • Properly packaged to prevent damage during transportation.

Customers may handle products to the extent reasonably necessary to establish their nature, characteristics and functionality, similar to how they would be able to examine products in a physical shop.

However, customers may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to inspect the goods.

7. Products That Cannot Be Returned

Certain products may be excluded from the statutory cancellation right where permitted by UK law.

This may include:

  • Personalised or bespoke products made specifically to the customer's specifications;

  • Products that are sealed for health or hygiene reasons and have been unsealed after delivery;

  • Products that are liable to deteriorate or expire rapidly; and

  • Other products or services for which a statutory cancellation exception applies.

Where an exception applies, this will be clearly communicated to the customer before purchase where required.

8. How to Request a Return

To request a return, please contact us at:

Email: Storesuporte24ħ@gmail.com

Please include:

  • Your full name;

  • Order number;

  • Product(s) you wish to return;

  • Reason for the return, where applicable; and

  • Any relevant photographs if the product is damaged or defective.

We will provide instructions regarding the return process.

9. Return Shipping Costs

Where a customer exercises their statutory right to cancel, the customer may generally be responsible for the direct cost of returning the goods unless Atelier Vela has agreed to cover those costs or applicable law requires otherwise.

Where an item is faulty, damaged, incorrect or not as described, Atelier Vela will provide an appropriate remedy in accordance with applicable UK consumer law.

10. Refunds

Once we receive the returned product, or receive appropriate evidence that the product has been sent back, we will process the refund in accordance with applicable UK law.

Where a statutory cancellation applies, refunds will generally be issued within 25** days** of receiving the returned goods or appropriate evidence of their return, subject to applicable legal requirements.

Refunds will normally be made using the original payment method.

Where required by law, the refund will include the cost of standard delivery originally paid by the customer. If the customer selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option offered.

11. Faulty, Damaged or Incorrect Products

If your product arrives damaged, defective or different from what you ordered, please contact us as soon as possible.

Please provide your order number and, where appropriate, photographs showing the issue.

Depending on the circumstances and your legal rights, we may offer:

  • A replacement;

  • A repair;

  • A refund; or

  • Another appropriate remedy.

Nothing in this policy limits or excludes any statutory consumer rights that cannot legally be excluded.

UK law requires businesses to provide appropriate remedies for goods that are faulty, not as described or do not do what they are supposed to do.

12. Exchanges

Where available, customers may request an exchange instead of a refund.

Exchanges are subject to product availability.

If the requested replacement is unavailable, we may offer an alternative product or refund, depending on the circumstances.

13. Refund Delays

If you have not received your refund after we have confirmed that it has been processed, please first check your bank account or payment provider.

If the refund still does not appear, please contact:

We will assist you in investigating the payment.

14. Contact Us

For questions regarding shipping, returns, refunds or exchanges, please contact:

Atelier Vela
Email: Storesuporte24h@gmail.com
Address: UK - London Center
Website: ateliervela.shop

This policy should be read together with our Terms & Conditions and Privacy Policy.

Atelier Vela reserves the right to update this policy from time to time to reflect changes in our services or applicable legislation.

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