Shipping & Returns

TRACK MY ORDER

When we ship your order, we will send a confirmation email with a tracking number and it is a confirmation that your order has been accepted.

SHIPPING DESTINATIONS, COSTS AND DELIVERY TIMES

The estimated shipping time for the order placed is available to view on the checkout page before the payment confirmation. The estimated delivery times are subject to the acceptance of the order and it will be calculated from the date of order placement unless there are other things specified. In some areas like (Asia), all the details of shipping fees will be provided after the placement of the order and with the instructions sent by email before dispatch.
If a promotion is available for the shipping cost, the reduced cost will be shown at the checkout.
If there is a pre-ordered monogrammed or personalized item, the delivery time can be longer than the regular order. Please see the checkout for all the estimated delivery times.
Please note that all orders need a signature on the delivery.
We will only deliver the order to the shipping address that you provided at the time of order. Changes to the address after the order is shipped are not accepted.
Please select the right shipping destination for shipping options, shipping costs, delivery times, and all other information. Please keep in mind that all the Terms and conditions depend on the shipping destination chosen.
ATELIER partners with different courier companies to deliver the order to several countries around the world. We ship to the following countries:
Andorra, Austria, Australia, Azerbaijan, Belgium, Bahrain, Bulgaria, Brazil, Canada, Croatia, China,  Czech Republic, Cyprus, Denmark, Egypt, France, Finland,  Germany, Great Britain, Gibraltar, Guernsey, Greece, Hungary, Hong Kong, Iceland, Ireland, Italy, Isle of Man, Jersey, Liechtenstein, Lebanon, Luxembourg, Monaco, Netherlands, Norway, Poland, New Zealand, Portugal, Qatar, Singapore, Saudi Arabia, South Korea, Sweden, Spain, Switzerland, Turkey, United States and United Arab Emirates.

We put all the effort into fulfilling the order and may deliver the order even if it is not listed above. You can contact us at sales@atelierbeni.com to discuss shipping-related inquiries.
International shipping is different and the rate depends on the country you choose. The shipping cost will appear at the checkout. To see the shipping cost place the order, select the items, add in the basket, and select destination from the menu.

RETURN POLICY

Last update December 17, 2024

Thank you for your order, we hope that you are happy.
However, if you want to exchange or return any item we will be happy to help. Please read more information about our return policy below.

1- RETURN PROCESS

All returns should be posted within fourteen days of the delivery date.
When returning any item, send an email to sales@atelierbeni.com to get a Return Merchandise Authorization (RMA) number.
When you get the RMA number carefully pack it back in the original packaging with all the labels. The returns should be shipped back within 7 days after you get the receipt and return instructions.

For US customers:

You will get the return address with a confirmation email.
As soon as you send the item please send us the tracking number details.

For international customers:

We are only accepting returns from Australia and the UK. It is not possible to accept returns from other countries due to customs regulations.
We highly recommend you use our service for sending your returns. It will help you to benefit from our special prices, no additional charges and you will get the refund quicker.
Contact us at sales@atelierbeni.com to get an estimate of shipping fees and your prepaid shipping label.
However, it is up to you to take care of the return by using the carrier of your choice, you will get the return address in the confirmation email.
When you ship the item send us the tracking number details.

*Please note:

You are also responsible for the payment of the return shipping charges. The shipping fee is different according to the location, and size of your package and the shipping company.
Returns are your responsibility until they reach our warehouse.
All the items should be packed properly in the same packing material or the original packing material.
We will not accept those items that are damaged, or soiled during shipping because of improper packaging.
Similarly, any return without authorization shall be refused.

2- REFUNDS AND EXCHANGES

After receiving the returned item and after inspecting the condition, we will start the refund.
The fee for shipping will be deducted from the refund amount (all the fees to be deducted will be communicated with you beforehand)
It will take 7 to 10 days for the item to be verified and the refund to be initiated, or if it’s an exchange the new item to be shipped.
Once the return is processed the amount will be refunded. You will get the refund amount after the deduction of the shipping fee which is equal to 20% of what you originally paid for the product.
These fees are only to help offset the cost of having a warehouse and to complete the quality control process as well as to relabel and restock the returns.

*Please note:
Returns will only be processed in the original payment form.

The processing and shipping fees are non-refundable.

If the item you are returning was purchased in any other currency other than our local currency, the return will also be paid in the same currency. Due to fluctuations in the currency, the amount to send back can be varied.

During Sale:

If you return an item from an order placed during the sale and the discount had a minimum purchase value to be applicable, the rest of your unreturned items, if they do not meet the minimum value, will no longer qualify for the discount.

3- PURCHASES THAT CAN NOT BE REFUNDED OR EXCHANGED:

All the custom-made products (like the custom rugs or special orders will not be entertained. Only those products that are in stock and are unmodified shall be returned. Please read the “Return Process” in detail to understand it better.
All the products that have been altered, used, washed, or modified will not be returned.

4- EXCEPTIONS

In case of any damaged or defective product, consult our customer service for a refund at sales@atelierbeni.com.
Please stay sure that the vintage rugs may have some perfection so they should not be considered damaged.

5- QUESTIONS

If there is any question about the return policy. send us an email at  sales@atelierbeni.com

ORDER CANCELLATIONS AND AMENDMENTS

in some circumstances, you can cancel the order before it gets dispatched. The cancellation request should be made within 24 hours please send the email to sales@atelierbeni.com) as soon as possible after you place the order customer service will tell you if the cancellation is available or not.

Please keep in mind we do not entertain changes in size, combine orders, shipping details, edit billing, or additions to any existing order.
If the order can not be canceled it will be processed and you have to accept, the confirmation email will be sent to you upon shipping.
The cancellation and Return will not affect any of your legal rights.
For more information about your legal rights contact the Citizen Advice Bureau your local Tradin standards and any equal person in the jurisdiction.
If you have other queries, please Contact Us.