FAQ

Frequently Asked Questions (FAQ)
Welcome to Atelier A's Frequently Asked Questions page. Here, we have compiled answers to some of our customers' most common questions. If you don’t find the answer you’re looking for, please get in touch with us directly.

General Questions
1. What is Atelier A?
Atelier A is a unique online concept store that transforms original art into exclusive slow fashion and home decor pieces. Founded by Nariman Fadakar and Narin Barin, our brand bridges the gap between art and fashion, offering high-quality, one-of-a-kind items that reflect the creativity and craftsmanship of our talented artists.

2. Where are your products made?
Our products are proudly manufactured in both Germany and the UK. We work closely with local artisans and craftsmen to ensure each piece's highest quality and authenticity.

3. What is slow fashion?
Slow fashion is a movement that advocates for mindful consumption and production of clothing and accessories. It emphasises quality over quantity, focusing on ethical practices, sustainability, and long-lasting designs. Atelier A is committed to slow fashion principles, offering timeless pieces crafted with care and consideration for people and the planet.

4. How do you ensure the quality of your products?
We have a rigorous quality control process involving multiple inspection stages, from design to production. Each piece is crafted by skilled artisans who pay attention to detail, ensuring that every item meets our high quality and durability standards.

Ordering & Payment
1. How can I place an order?
Placing an order with us is easy:
Browse our collection and select the items you wish to purchase.
Click "Add to Cart" and continue shopping or proceed to checkout.
Review your cart, apply any promotional codes, and click "Checkout."
Fill in your shipping information, select a payment method, and confirm your order.

2. What payment methods do you accept?
We accept the following payment methods for your convenience:
PayPal: A secure and transparent payment method that allows you to pay using your PayPal balance, credit/debit card, or linked bank account.

3. Is it safe to use my credit card on your website?
Yes, it is safe to use your credit card on our website. We use Secure Sockets Layer (SSL) encryption to protect your sensitive information during transactions. Additionally, our payment processing partners adhere to PCI DSS standards, ensuring the highest level of security for your financial data.

4. Can I cancel or modify my order after it has been placed?
Once an order is placed, it enters our processing system quickly. If you need to cancel or modify your order, please contact us as soon as possible at info@ateliera.shop or +4915560380827. We will do our best to accommodate your request, but please note that changes may not be possible if the order has already been shipped.

Shipping
1. What shipping options do you offer?
We offer a variety of shipping options to meet your needs:

Standard Shipping: Delivery within 14 business days.
International Shipping: Available to most countries; delivery times may vary based on location.

2. How much does shipping cost?
Shipping costs vary depending on the destination, shipping method selected, and order total. You can view the shipping cost for your order during the checkout process. For more details, please refer to our Shipping Policy.

3. Do you ship internationally?
Yes, we ship to most countries worldwide. International shipping rates and delivery times vary by destination. Please note that international customers are responsible for any customs duties, taxes, or fees that may apply upon arrival.

4. How can I track my order?
Once your order has been shipped, you will receive a confirmation email with a tracking number and a link to track your package. You can also track your order by logging into your account on our website and navigating to "Order History."

5. What should I do if my order is delayed or missing?
If your order is delayed or missing, please contact us at info@ateliera.shop or +4915560380827 with your order number. We will investigate the issue and work with our shipping partners to resolve it as quickly as possible.

Returns & Exchanges
1. What is your return policy?
We offer a 14-day return policy from the date of delivery. To be eligible for a return, the item must be unused, in its original condition, and accompanied by a valid proof of purchase. For more information, please review our Return Policy.

2. How do I return an item?
To initiate a return, please follow these steps:

Contact us at info@ateliera.shop within 14 days of receiving your order to request a
Return Authorization (RA) number.
Carefully package the item, including all original packaging and documentation.
Write the RA number clearly on the outside of the package and ship it to the address provided in the return authorization email.
Please note that the buyer is responsible for return shipping costs unless the item is defective or we made an error.

3. When will I receive my refund?
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 7-10 business days and credited to your original payment method. Please be aware that processing times may vary depending on your bank or credit card provider.

4. Can I exchange an item?
Yes, exchanges are available for different sizes, colors, or styles. To exchange an item, please contact us at info@ateliera.shop within 14 days of receiving your order. Follow the return process outlined above, and once we receive your return, you can place a new order for the replacement item. Please note that exchanges are subject to product availability.

Products & Availability
1. Are your products handmade?
Yes, most of our products are handcrafted by skilled artisans, ensuring each piece is unique and of the highest quality. We take pride in our craftsmanship and the attention to detail that goes into every item we offer.

2. Do you offer custom or personalized items?
No we don't sorry

3. What materials are used in your products?
We use a variety of high-quality materials to create our products, including sustainable fabrics, eco-friendly dyes, and premium-grade ceramics. Our commitment to quality and sustainability ensures that each item is not only beautiful but also made with care for the environment.

4. How can I care for my items?
Each product comes with specific care instructions to help you maintain its beauty and longevity. For clothing, we recommend following the care labels provided. For home decor items, such as ceramics and textiles, please refer to the care guide included with your purchase or visit our Care Instructions page for more details.

Account & Support
1. How do I create an account?
Creating an account with us is simple:

Click on the "Sign Up" or "Create Account" link at the top of our website.
Fill in your details, including your name, email address, and password.
Click "Submit" to create your account.
Once registered, you can log in anytime to view your order history, manage your preferences, and enjoy a faster checkout process.

2. What should I do if I forget my password?
If you forget your password, click on the "Forgot Password?" link on the login page. Enter your registered email address, and we will send you a password reset link. Follow the instructions in the email to create a new password and regain access to your account.

3. How can I contact customer support?
Our customer support team is here to help! You can reach us through the following methods:

Email: info@ateliera.shop
Phone: +4915560380827
Live Chat: Available on our website during business hours
Business Hours: 9.00 - 15.00 Monday to Friday and eastern Europe Time Zone
We aim to respond to all inquiries within 24 hours and provide you with the assistance you need.

Privacy & Security
1. How do you protect my personal information?
We are committed to safeguarding your personal information. Our website employs industry-standard security measures, including SSL encryption, to protect your data during transmission. We also adhere to strict privacy practices as outlined in our Privacy Policy to ensure your information is handled with care.

2. Is my payment information secure?
Yes, your payment information is secure. We use trusted third-party payment processors, such as PayPal, which employ advanced encryption and fraud detection technologies to protect your financial data. Your credit card details are not stored on our servers, adding an extra layer of security.

3. Do you share my information with third parties?
We respect your privacy and do not sell or rent your personal information to third parties. We only share your information with trusted service providers who assist us in operating our business, and they are required to use your data solely for the purposes