Thank you for shopping at Atelier Zander SRL, we appreciate your business!
If you are not satisfied with your purchase, we’re here to help. We promise to work with you so you will be happy! Please contact us and we will try our best to resolve any questions or concerns you may have about our products.
Leather products made to last…
Return, Refund and Cancelation Policy
Once an order has been shipped it cannot be cancelled.
In stock, non-customized products can be returned within 14 calendar days from the date you receive it. To be eligible for a return, your item must be in the original packaging and condition. We abide by the Romanian/EU law for returns and refunds as found in law OUG nr. 34/2014, articles 9-16. You can view this law here.
To return an item please contact us.
Custom or bespoken orders can only be returned if:
- There is a product defect. This must be proved by sending us a photo of the item defect. This does not include: normal wear or abuse; variations in color, texture, or stitching. Our products are made by hand and from natural leather, therefore all products will have some variableness between them.
- If you received the wrong item.
You have 14 calendar days to return an defect or incorrect item from the date you received it.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment), it may take several days for you to receive the credit depending on the credit card company etc..
You will be responsible for paying for your own shipping costs for returning your item.
We will refuse all returns that require shipping reimbursement by the shipping carrier.
When do we ship your item?
We do our best to ship all in stock items within 48 hours (most of the time within 24 hours!, Monday-Friday). However we are a two person team and things do come up.
What are the shipping/handling rates?
Shipping is free for all orders to a Romanian address! We use Fan Courier as our primary shipping company but may use a different courier if we so choose.
International (including the EU)
All international orders are shipped by DHL Express. FREE shipping for all order over $50.00. Under $50.00 is a flat $15.00 fee anywhere in the world.
DHL Express is a door-to-door service, Monday-Friday. You will receive a full tracking number.
Shipping arrival time will vary depending on destination country. The below times are just estimates, we cannot guarantee shipping times.
EU: 2-4 days
US: 3-6 days
Rest of the world: 2-8 days
Customs, taxes, fees
Sales Tax (TVA)
All prices include applicable sales tax (TVA).
Customs, taxes, fees
We are not responsible for any customs or other taxes that local governments may impose on international orders. In addition DHL may charge a customs processing fee. It is the customers responsibility to pay all these fees. In addition, in the case of a return, Atelier Zander will not refund these fees.
What Guarantee and Warranty do we offer?
We stand 100% behind all of our products. We want out customers completely satisfied! We carefully design and craft each item by hand to withstand the normal wear and tear of daily use. If you are not happy we will return your money!
We guarantee all our products to a reasonable lifespan. If there is a fault with your item we will repair or replace it. We may use a local craftsman near you, of our choosing, to repair your item.
Our warranty does not cover the following:
- Non-intended use. If you use our products in a way that was never intend then the warranty is voided. For example: If we state a wallet will hold 8 credit cards and we find the wallet was stretched to the point the leather/stitching broke we are not responsible.
- Normal wear and tear. All products will have normal wear. This includes and is not limited to: color/texture changes, stains, scratches, stretching etc.
- Natural variations. Leather is a natural material and therefore will have variation in color, texture and pattern.
- Handmade variations. Our products are made in small handmade batches. There may be small variations in the stitching, size, color, texture etc. This is not considered a defect and is not covered under warranty.
If you have any questions on how to return your item to us, please contact us.
Thank you for your supporting us!
Adam and Rodica Zander (Owners, Atelier Zander SRL)