NEED HELP?
FREQUENTLY ASKED QUESTIONS
Q: I have a question — how can I contact you?
A: You can reach us through our contact form or by email at store@atelier.com.hr. We’ll be happy to assist you.
Q: When is your client service available?
A: Our customer support is available Monday to Friday, from 9 AM to 5 PM. Messages received outside of business hours will be answered the next working day.
Q: Where is your showroom located and when is it open?
A: Our showroom is located at Masarykova ulica 3/1, 10000 Zagreb. We work by appointment, and also have fixed opening hours during the holiday period (November 15 – December 24):
Monday: 16:00 – 19:00
Wednesday: 10:00 – 13:00
Friday: 16:00 – 19:00
Saturday: 10:00 – 13:00
Q: Is your entire collection available in the showroom? Can I buy jewelry there?
A: Yes — you can purchase Atelier jewelry directly in our showroom. Most pieces are available, except for items that are currently sold out.
Q: Do you offer custom-made jewelry?
A: Atelier pieces are handcrafted with care, and we occasionally offer personalization options on some products. For custom requests, please reach out to us via our contact form.
Q: Do you offer gift packaging?
A: Yes — Atelier offers gift packaging as a separate product that you can add to your cart. Each package is designed to make your gift feel truly special.
Q: Can I include a personal note with my order?
A: Of course! You can leave your message at checkout, and we’ll handwrite it on a premium Atelier card.
Q: Can I change or cancel my order?
A: If your order hasn’t been shipped yet, we’ll do our best to make changes or cancel it. Please contact us as soon as possible via store@atelier.com.hr.
Q: How can I track my order?
A: Once your order ships, you’ll receive an email with a tracking link so you can follow your package’s journey in real time. If you’ve created an account on our website, you can also log in anytime to view your order history and track the current status of your shipment.
Q: How do I use a promotional code?
A: You can enter your promo code at checkout in the “Discount code” box. The discount will automatically apply to your order total before payment.
Q: How do Atelier gift cards work?
A: Gift cards can be purchased directly on our webshop. You’ll receive them by email with a unique code that can be used at checkout — just like any other payment method. Gift cards have no expiration date.
Q: What payment methods do you accept?
A: We accept Google Pay, Apple Pay, Visa, Mastercard, and American Express. You can select your preferred option during checkout.
Q: Is my payment secure?
A: Absolutely. All payments are processed through encrypted and secure systems. Atelier never stores your card details — your data is always safe and protected.
Q: How long does it take to process my order?
A: Processing time is 1–3 business days. Each Atelier piece is carefully inspected, wrapped, and prepared for shipment with love and attention to detail.
Q: How long does delivery take?
A: Delivery times depend on your location and courier service:
BoxNow (Croatia): estimated 2–4 business days
GLS (Croatia): estimated 4–7 business days
Croatian Post (EU countries): estimated 7–15 business days
Croatian Post (Bosnia & Herzegovina, Serbia, Montenegro, North Macedonia): estimated 10–20 business days
Q: What delivery options do you offer?
A:
BoxNow – parcel locker delivery available only in Croatia. You can pick up your order at a nearby BoxNow locker, depending on availability in your city. Please check locker availability based on your delivery address at checkout. Free delivery for orders over €50, €1.80 delivery fee for orders under €50.
GLS – home delivery available within Croatia. €5 delivery fee for orders up to €150. Free delivery for orders over €150.
Croatian Post – EU countries - €11 delivery fee for orders up to €300. Free delivery for orders over €300
Croatian Post – Bosnia & Herzegovina, Serbia, Montenegro, North Macedonia - Flat rate delivery fee: €15.
Q: Do you ship internationally?
A: Atelier currently ships within the European Union, Croatia, Bosnia & Herzegovina, Serbia, Montenegro, and North Macedonia.
Q: How can I track my shipment?
A: Once your order ships, you’ll receive a tracking email with all the details. If you have an Atelier account, you can also log in anytime to check the status of your order.
Q: Where can I find more shipping details?
A: You can always visit our Shipping & Delivery page for the latest information on delivery options, estimated times, and costs.
Q: What materials do you use?
A: Atelier jewelry is crafted from high-quality metals and gemstones, including: Gold-plated 18k stainless steel, Gold-plated 18k 925 Silver, Gold-filled metals, Gemstones and natural freshwater pearls. Every material is unique — some are more resistant, some require extra care. All pieces are handmade, so each design may have subtle differences. For detailed information on jewelry types, materials, sizing, and care, please visit our Materials, Sizing & Care page.
Q: Why does my jewelry look slightly different from the pictures?
A: Every Atelier piece is handcrafted with love, which means small variations may occur. We do our best to present the products as accurately as possible on our website, but slight differences are part of the charm of handmade jewelry.
Q: What are abnormal operating conditions?
A: Abnormal operating conditions are any actions that go against the care instructionsprovided for your jewelry. This includes things like exposing pieces to water, chemicals, or high friction, which may damage your item. For full guidance, see our Materials, Sizing & Care page.
Q: Can I exchange my jewelry?
A: Due to hygiene reasons, we generally do not offer exchanges. The only exception is if the product has a manufacturing defect — in that case, we will gladly exchange it for you.
Q: Can I return my jewelry?
A: Atelier does not accept returns or exchanges unless the item has a defect. All handmade jewelry is carefully inspected before shipping, so you can be confident in the quality of your piece.
Q: Do you offer repairs?
A: Yes, we perform repairs for a fee if your jewelry has been damaged or worn. We can also replace certain parts. Please contact us before sending any items.
Q: How do I send my jewelry for repair?
A: You can bring your jewelry directly to the Atelier showroom at Masarykova ulica 3/1, 10000 Zagreb, or send it via a courier to the same address. Once repaired, you can either pick it up in person or have it shipped back to you — shipping costs back to you are your responsibility.
Q: What if a part of my jewelry needs replacement?
A: Certain parts of your jewelry can be replaced as part of our repair service. Please contact us to discuss the details, and we’ll guide you through the process.