Shipping policy
This policy applies to physical products ordered from Atelier Elunora. Live wedding and event services follow the timing and venue arrangements in your event agreement.
1. Shipping availability and cost
Available delivery destinations, shipping methods, and shipping charges are shown at checkout for your order. If checkout does not offer delivery to your address, contact support@atelierelunora.com before placing an order. Pickup or event delivery is available only when expressly offered and confirmed.
2. Production and dispatch
Custom photo magnets, including magnet-only after-wedding collections: estimated dispatch within 5–7 business days after payment and receipt of all required photographs, personalization information, and any agreed approval.
Non-personalized frames: estimated dispatch within 6–8 calendar weeks after payment.
Personalized frames and frame-and-magnet sets: estimated dispatch within 6–8 calendar weeks after payment and receipt of all required photographs, personalization information, and any agreed approval.
Business days are Monday through Friday, excluding U.S. federal holidays. Dispatch means the order has been handed to the carrier; these windows do not include carrier transit time. Where payment is due in stages, the payment required to begin production is the amount disclosed before purchase.
Production time is separate from carrier transit time. Product-specific preorder or made-to-order lead times will be disclosed before purchase and may differ from the standard times above.
Custom production requires your complete photographs, personalization information, and any agreed approval. For upload-later wedding keepsakes, the dispatch window begins once we have the required payment, complete photo selections and personalization details, and any agreed approval—not on the original reservation date or wedding date. Magnet-only collections use the 5–7-business-day window; orders including a frame use the 6–8-calendar-week window.
We will contact you if missing information affects an agreed shipment date. This does not remove rights you have under applicable shipping-delay laws.
3. Transit and deadlines
Carrier estimates begin after dispatch and are separate from production. Weather, peak periods, and carrier disruptions may affect arrival. Contact us before purchasing if an order must arrive for a particular occasion; a requested date is not guaranteed unless we expressly confirm it.
Where tracking is available, it will be provided with the shipment information. An order that includes both a frame and magnets follows the frame dispatch window unless we confirm separate shipments. If an order ships in separate packages, the packages may arrive on different dates.
4. Delays and unavailable items
If we cannot ship within the timeframe promised before purchase, we will notify you with a revised date and explain your options to agree to the delay or cancel for a prompt refund, as required by applicable law. We will obtain consent where required. Final-sale restrictions on custom items do not override mandatory rights relating to shipment delays.
5. Delivery addresses and problems
Please check your delivery address before ordering. Email us immediately to request a correction; changes may not be possible after dispatch. If a customer-provided address error requires another shipment, we will explain any additional shipping charge and obtain agreement before reshipping.
If a parcel is delayed, missing, marked delivered but not received, or arrives damaged, contact support@atelierelunora.com with your order number and relevant details. For damage, keep the packaging and provide photographs where possible so we can investigate and arrange an appropriate remedy. We do not treat a carrier scan alone as resolving every delivery dispute.
6. International charges
If international delivery is offered, checkout will identify charges collected with your order. Import duties, taxes, or handling charges not collected at checkout may be payable to the relevant authority or carrier, where applicable. Contact us before ordering if you need clarification. Mandatory local consumer rights continue to apply.
7. Returns
For eligibility and return shipping responsibilities, see https://www.atelierelunora.com/policies/refund-policy. Please contact us for the correct return address before sending a package.
Questions: support@atelierelunora.com