Frequently Asked Questions

What is the delivery time for my order?

When you place an order with Zelvéra Atelier, the delivery time may be slightly different from what you’re used to. Because our products are shipped directly from our suppliers, we’re able to save significantly on storage and transportation costs. This allows us to offer our products at very competitive prices.

The average delivery time is 6 to 12 business days (Monday–Friday, excluding public holidays).

What should I do if I haven’t received my order yet?

Due to the high demand for our products, your order may arrive a little later than expected. We appreciate your understanding. If this period has passed and you still haven’t received anything, please send an email to info@zelvera-atelier.com. We’ll be happy to look into what’s going on with your package.

I want to exchange/return my order. How do I do this?

To return an item, simply contact our customer service at info@zelvera-atelier.com. Please include your name, order number (e.g. #0000) from your confirmation email, and the reason for the return. We will then provide you with the return address and confirm the return. Once confirmed, you can send the product back using a courier of your choice.

What are the return costs?

Unfortunately, return shipping costs are at your own expense. The cost will depend on the courier you choose. Please check the courier’s website for more information about pricing.

What are the conditions for returning my product(s)?

There is always a 30-day return period, which starts on the day you receive the item. However, the following conditions apply. You can only return an item if:

  • The return period has not expired;

  • The product is in its original packaging with all labels still attached;

  • The product has not been used.

Which payment methods can I use?

We accept payments via Paypall and most creditcards. If you’re not sure whether your payment method is accepted, follow the steps on the payment page to see all available options.

All transactions are processed through secure and reliable payment systems and are therefore 100% safe.

What if I didn’t receive an order confirmation email?

That shouldn’t happen. Please send an email with your full name and email address to info@zelvera-atelier.com, and we’ll help you as quickly as possible.

Can I cancel my order?

Would you like to cancel your order for any reason? Please email                   info@zelvera-atelier.com as soon as possible. Include your name, order number (e.g. #0000) from your confirmation email, and preferably the reason for the cancellation.