Shipping & Returns

1. Shipping Information

We ship door-to-door worldwide. At checkout you choose how customs are settled: prepaid by us (DDP — Delivered Duty Paid) or self-paid at import (DDU). Rates vary by destination country and are calculated after you select your delivery country. With DDP, your order total includes the product value, outbound air freight, customs clearance, applicable duties and taxes, and final-mile delivery, each itemized at checkout; with self-pay (DDU), duties are settled with the carrier before delivery. Buyers are responsible for providing accurate delivery information and confirming the item can be moved into the delivery location (door width, elevator, stairs). Failed deliveries, refused shipments, or re-delivery attempts caused by buyer-side issues are not refundable.

2. Cancellation Terms for Made-to-Order Furniture

After payment, you may cancel for a full refund until our studio starts production of your piece. Once production has started, the order cannot be cancelled or refunded.

3. Return & Refund Rules

4. Damage & Defect Reporting Window

Any transit damage or manufacturing defect must be reported through our Contact page with clear photographs within 48 hours of delivery. Claims filed after this window may not be eligible for full remedy. Natural variations in wood grain, leather, and fabric are inherent to handcrafted furniture and are not considered defects.

5. Choosing a Carrier & White-Glove Service

Delivery options are quoted live at checkout once your country and postcode are entered: Atelier Flex Standard (air freight, 7–14 business days) and Atelier Sea Voyage (sea freight, 25–35 days). Each option shows its carrier, price and estimated transit time, and the recommended option is highlighted. White-glove delivery — room-of-choice placement, unpacking, assembly and packaging removal by a two-person crew — is a standalone add-on priced by destination country and shown as a separate line before payment; it can be combined with any shipping method. Remote or island postcodes add a remote-area surcharge, also displayed before payment. The carrier and service level you select are recorded on your order and are the exact service the studio books.

6. Waybills & Tracking Numbers

Once production is complete we book your selected carrier. For API-connected carriers the waybill and tracking number are generated automatically; for other carriers our team registers the waybill manually. The tracking number, carrier name and live scan history appear in Your Account under the order, and the tracking number is emailed when the piece leaves the studio. If you need the waybill earlier for customs or building management, contact us with your order number.

7. Tracking & Production Updates

Order status is available at any time in Your Account and progresses through Pending Payment → Pending Production → In Production → Shipped → Delivered. A tracking number is emailed once your piece leaves the studio. Standard production is 1–3 days. Estimated transit is 7–14 days by air, door-to-door; sea freight, if selected, takes 25–35 days.

8. Packaging & ISPM15 Export Compliance

Every piece leaves our studio in solid-wood crate packaging with multi-layer protective cushioning, engineered for long-haul international transit. All wooden packaging materials are IPPC heat-treated and stamped in accordance with ISPM15 international standards, as required by US and EU customs. Non-compliant wooden packaging can result in full-container customs holds and demurrage charges. Full packaging details and protection standards are described on our Packaging page (/packaging).

9. Customs Duty Refund Policy

Duty refunds depend on the customs policy of the destination country. We will assist you with the application but cannot guarantee a refund.