Shipping policy

This Shipping Policy applies to all orders placed on https://atelierazel.com/ (“Site”). By placing an order, you agree to the terms outlined below.

Processing and Dispatch
• all in-stock products are processed and dispatched within eight to ten days from the date the order is received
• pre-order and made-to-order rugs follow the production timelines stated on the product page
• production timelines may vary depending on artisan availability and material supply
• orders are processed Monday through Friday, excluding public holidays

Shipping Method and Delivery
• orders are shipped using trusted international carriers
• shipping fees are included in the final price displayed at checkout
• delivery times vary by country and customs processing requirements
• once handed to the carrier, the shipment is under their responsibility until delivery
• ownership of the product transfers to you upon delivery to the address provided

Shipping Confirmation
• once your order has shipped, you will receive a shipping confirmation email containing tracking information
• tracking updates depend on the carrier and location

Customs, Duties, and Taxes
• international orders may be subject to customs duties, import taxes, or other fees imposed by the destination country
• these charges are not included in the product price or shipping cost unless explicitly stated
• you are responsible for all such fees, and delays caused by customs do not constitute grounds for cancellation or refund

Failed Delivery and Incorrect Addresses
• ensure all shipping information is accurate before submitting your order
• Atelier Azel is not responsible for failed delivery due to incorrect or incomplete addresses
• if a shipment is returned to us due to an incorrect address, refusal of the package, or failure to collect, reshipment fees will apply

Damaged or Lost Shipments
• in the event of a damaged shipment, contact us within 48 hours of delivery with photographs of the packaging and product
• claims for lost packages will be submitted to the carrier; resolution timelines vary by carrier
• Atelier Azel is not responsible for delays caused by carriers, weather, customs, or events outside our control

Force Majeure
• Atelier Azel is not liable for delays or failures in delivery caused by events outside our control, including natural disasters, strikes, carrier disruptions, or geopolitical events

Support
For questions regarding shipping or delivery, contact us at hello@atelierazel.com.