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, worldwide, with no minimum spend and no surcharge added at checkout.
How long will my order take?
We dispatch within 1–2 business days, and delivery takes 10 to 30 days from dispatch.
That window is wider than a warehouse retailer's because our pieces ship from the workshops that make them rather than from a central depot. Most orders arrive nearer the start of the range. We would rather quote you the honest span than promise three days and miss.
Will I get tracking?
Yes — by email, as soon as your order leaves.
I ordered several things and only one arrived.
That's expected. Pieces made in different workshops travel separately and can arrive days apart. You are never charged more than once for shipping.
Do you ship to my country?
We ship worldwide, free. 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.
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 a return label. 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?
Send us a photograph and we'll replace it or refund you. 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.
I'm in the EU.
You additionally have the statutory 14-day right to cancel, for any reason and without giving one. Our 30-day policy runs alongside it, so in practice you have the longer of the two.
The pieces themselves
Are the photographs of the actual item?
Yes. Every product photograph on this site was shot from the piece itself, all in the same light, so you can compare two products fairly rather than being fooled by one having a better-lit picture than the other.
Then why might mine look slightly different?
Because a lot of what we sell is glazed, cast or fired by hand. Glaze pools and breaks differently on every firing, so colour, depth and surface markings vary from one piece to the next. Two of the same vase will not be identical.
That variation is the point of the material, not a defect — but if what arrives is genuinely not what you saw, that's a return and we'll handle it as one.
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.
Where do candle holders come without a candle?
Most of them. Where a holder ships empty we say so on its page, and we photograph it empty, so what you see is what arrives in the box.
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.
Still stuck?
Email contact@atelierverona.com. A real person reads it.