Terms & Conditions
Terms & Conditions
Warranty & Repairs
Atelier278 Ltd offers a 6 month manufacturer warranty on all new Made to Order and Bespoke items. The warranty begins on the date of receiving your product. This warranty does not cover normal wear and tears such as chips and staining or any damage causes by misuse of the items. Misuse of the item will void your warranty.
Production lead times are an approximation and may be subject to change.. Our Marble and Travertine tables are made by hand which requires the stone to dry naturally in between processes. This element is dependent on weather and therefore may affect lead times. If a delivery is not made within the expected timeframe, you will not automatically be eligible for a refund. We will aim to deliver within a reasonable timeframe however, if you wish to discuss a cancellation or refund for a delayed delivery, please email us at firstname.lastname@example.org. We will consider your request in accordance with the Consumer Contracts Regulations 2013.
Access & Sizing
Our Made to Order tables are supplied with the tops and bases separately to allow for ease of delivery and access. Our couriers will expertly assemble your table in-situ for you. Whilst we have done our best to ensure our pieces are easy to deliver, we ask that your carefully measure doorways and staircases taking extra consideration of any bends, landings and banisters to ensure ahead of time that your new Atelier 278 furniture will fit.
Atelier278 does not accept responsibility for furniture which does not fit. If this happens, or if you are concerned about furniture due to be delivered which may not fit then please contact us for further assistance and where needed, we can discuss alternative options with you – such as creating your tabletop in 2 parts.
Atelier278 Ltd ships to UK mainland customers only and shipping rates are calculated during checkout. Shipping costs vary depending on the weight and complexity of the item.
Deliveries of our Made to Order, Bespoke and Vintage items are conducted by white glove couriers who are specialists in moving delicate, high value pieces. To keep delivery costs down and reduce our carbon footprint, we group our deliveries together and these take place approximately every 10-14 days. This option does not allow for a nominated day delivery.
Should you be unable to accept delivery on our proposed date, you will be offered the next available date. Failure to accept on the second date offered may result in a storage fee. Bespoke items will not be released until all monies have cleared.
Atelier278 Ltd offers UK delivery only however, international shipping can be arranged by the customer at their own risk. Due to the fragility of the items, we recommend using a specialist courier company such as www.convelio.com or https://eurogearshift.com/.
Please note, Atelier278 Ltd is not liable for any damages or loss sustained in transit via third parties. If you do choose to use a third-party courier, please note that due to our insurance policy, they will not be permitted to collect the item from our workshop. Delivery to the shipping company’s warehouse will have to be arranged via our couriers.
Please be aware that, when we deliver furniture to you, we do not use any packaging. Rather, each piece is transported carefully wrapped in blankets which are removed by our specialist couriers. This allows us to minimise waste and ensure you are not left with an extra task of disposing of packaging. It also gives you an opportunity to inspect your new pieces before the courier leaves. Regrettably, we are not able to arrange for items to be packaged for storage or onward transfers. Please kindly arrange this with your chosen storage or transportation logistics agency.
Accepting your delivery and damage deliveries:
For items delivered via courier, please ensure you thoroughly check your items for any damage at the point of delivery. Once goods are accepted by you from the courier, no responsibility can be taken by Atelier278 Ltd for any loss or damage. Should there be an issue with your piece, please highlight this to the courier in person. For items sent via post, we do our best to ensure that our products are wrapped sufficiently for their journey to you.
However, we do rely on third-party companies to fulfil delivery and breakages unfortunately can happen from time to time. In this instance, if you do receive a damaged item, please contact us immediately to inform us, quoting your order number ideally with a photo and description of the damage. We will organise a collection and organise a replacement as soon as possible.
Made to Order & Bespoke:
As Made-to-Order and Bespoke items are especially commissioned for you, we cannot accept returns due to a change of mind. We encourage all customers to order samples prior to ordering any Made to Order and Bespoke products to ensure the finish is as desired.
Made-to-order and bespoke orders can be cancelled or changed up to 24 hours after placing it. Beyond 24 hours, bespoke orders cannot be cancelled and for made-to-order pieces, a 50% cancellation fee will apply. Please note, should you need to make any changes or cancel your order, this needs to be done by contacting us via email.
For any items that arrive damaged, we will offer a replacement however, any damages must be highlighted to the courier before they leave your premises and the couriers must take the damaged item away with them. Once items have been accepted and the couriers have left, we cannot take responsibility for any damages. Please note, whilst replacements for damaged items will be prioritised in our workshop, due to the handmade nature of our items, this can take some time.
We do not accept returns or refunds for vintage products and pre-loved items which are not new. Any such items are sold as seen, described, or commissioned. Although every effort is made to choose items with minimal damage or age wear, and describe any faults, customers should expect some signs of age and use and are advised to request a detailed condition report ahead of purchase. We cannot guarantee that any product will be free of minor imperfections, stains, blemishes, signs of previous alteration or repair, or other defects which may not have been identified in the product description or been shown in the product images nor can we guarantee the future lifespan of previously used goods.
By purchasing a product labelled as a vintage product, or otherwise indicated not to be new, you accept the risk that such defects may be present, and you agree that you will not have the right to return the product, claim a refund, or cancel the contract because of any such defect.
For Ready to Ship items (including marble chess sets and onyx accessories), there is a very limited window where we may be able to cancel your order prior to dispatch. If you would like to cancel your order, please contact our support team on email@example.com within 24 hours of placing your order. You have 14 days to return Ready to Ship items for a refund or exchange. Please return items in their original, unused condition for a full refund (excluding our shipping costs). It is your responsibility to ensure that items are returned to us in good, saleable condition so please kindly take care when repackaging.
Unfortunately, we are unable to cover your return shipping costs, unless the item has arrived faulty. We recommend that you fully insure the return shipment against loss or damage to the full value of the item, as you will be liable for any damage to the goods until we receive them back in our warehouse. We recommend that you use a secure, trackable shipper and retain proof of sending.
All refunds will be credited to the original payment method. If you paid by credit card, a refund may take up to 10 business days for your bank to complete. Processing times can vary between card issuers and unfortunately, we are unable to influence this. Please note that the original shipping costs will only be refunded on items that are incorrect or faulty.
In addition, full refunds will be made only on Ready to Ship items returned within 14 days in their original condition and using the original packaging to ensure safe transit. Any such refunds will be issued only once the item has been safely received. We will contact you if we have any queries regarding your return.
We use the online payment gateway Stripe. Stripe has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI). Stripe adheres to the most stringent levels of security, ensuring that your details remain secure throughout the transaction process. We also accept payment with PayPal.