If your question isn't answered here, email contact@atelierverona.com. We answer Monday to Friday and usually reply within one business day.
Ordering and delivery
How much is shipping?
Nothing. Shipping is free on every order, with no minimum spend and no surcharge added at checkout.
Do you ship to my country?
We currently deliver to the United States, Canada, Australia and New Zealand. Where a country charges import duty or tax on arrival, that is the recipient's responsibility — it isn't something we can pay on your behalf or predict for you.
How long will my order take?
Your order is processed within 1–2 business days, and delivery takes 10 to 30 days from dispatch.
That window is wider than a domestic retailer's because we don't hold stock. We are an online shop, not a warehouse: we select products from third-party suppliers and manufacturers, who ship your order directly to you, often from outside your country. We would rather quote you the honest span than promise three days and miss. There is more detail on how this shop works.
Will I get tracking?
Yes — by email, as soon as your order leaves.
What will the packaging look like?
Plain and unbranded. Because orders ship directly from our suppliers, parcels arrive in the supplier's packaging rather than ours.
I ordered several things and only one arrived.
That's expected. Items may come from different suppliers and travel separately, so they can arrive days apart. You are never charged more than once for shipping.
Returns
What if I don't like it?
You have 30 days from delivery to start a return. Email us and we'll send you return instructions. Return postage is paid by you and isn't refunded. The piece needs to come back unused and in its original packaging.
Once we've received and checked it, your refund goes back to the original payment method within 10 business days. Your bank may take a few days more to post it.
What if it arrives damaged?
Then it's on us, not you. Send us a photograph and we'll replace it or refund you, and we cover the return cost if we need the item back. Don't post it back first — tell us, and we'll sort it out.
Is anything non-returnable?
Custom or personalised orders, anything marked final sale, and gift cards. Everything else is returnable.
The pieces themselves
Do the photographs match what arrives?
Mostly, with one thing worth knowing. The lead image on some product pages is a styled photograph we produce to show scale and setting; the remaining images come from the supplier and show the item itself. Colour and finish can vary a little between a screen and an object in your room.
If what arrives is genuinely not what you expected, that's a return and we'll handle it as one.
Then why might mine look slightly different?
Finishes vary between individual pieces, so colour, surface texture and small irregularities differ from one item to the next. Two of the same vase will not be identical. Screens also render colour differently from one another.
What size is it?
Dimensions are listed on every product page. Please check them against your space before ordering. Photographs flatten scale, and a piece that looks substantial on screen can be smaller in the room than you pictured.
How do I look after it?
Dust ceramics and stone with a dry or barely damp cloth. Keep unglazed terracotta and untreated wood away from standing water. Use a soft cloth on metal and glass rather than anything abrasive. Nothing is dishwasher safe unless the product page says so.
Do candle holders come with a candle?
Usually not. Where a holder ships empty we say so on its product page.
Payment and security
Is checkout secure?
Payment is processed by Shopify Payments. Your card details go straight to the payment processor — we never see or store them.
What can I pay with?
Major credit and debit cards, plus the accelerated options shown at checkout such as Shop Pay, Apple Pay and Google Pay.
Which currency am I charged in?
The currency shown in the selector at the top of the page. Your bank may apply its own conversion fee if that differs from your account currency.
Who you are buying from
Atelier Verona, 30 N Gould St Ste R, Sheridan, WY 82801, United States. Email contact@atelierverona.com — a real person reads it.