FREQUENTLY ASKED QUESTIONS

Phone Cords

Our cords don't like water that much. In order to keep your cord in perfect shape and colour, please keep them out of the rain (and shower, wink).

Phone Cases

Nowadays, our smartphone is one of the first necessities of life. Has there been a haze on your phone case? Don't throw away the cover! It's time to clean the case thoroughly.

Tip 1: Cleaning the plastic with detergent

First try cleaning your cover with detergent. Make a mixture of warm water and detergent and then use a toothbrush to scrub. Don't forget to clean the corners and holes inside and out. Dry it with a soft cloth and leave to dry for at least an hour.

Tip 2: Scrubbing with soda

As a start, sprinkle some soda over the surface of the cover. Then use a wet toothbrush to exfoliate where the yellow spot is. Dry with a soft cloth.

Oh no, we’re sorry to hear that your cord broke! We love the idea of repairing cords and it’s definitely something we’d like to explore in the future. For now, as a small brand, it’s unfortunately not yet possible for us to offer repairs. What we can promise is that we’re constantly improving our designs and materials to make sure you can enjoy your Ateljé items for as long as possible.

We’re really sorry to hear that your cord broke. All our products are tested for quality and durability, but sometimes a small production error can slip through, or wear and tear can occur over time.

Please send us an email at info@shopatelje.com with a photo of the broken cord and your order number. Our customer care team will be happy to look into it and find a solution for you.

Oh no, we are sorry to hear your case arrived with scratches. Our cases are checked and packed by hand, but during busy periods a flaw can be missed. In the spirit of sustainability, we encourage you to first try gently cleaning the surface with a soft, lint free cloth slightly dampened with water.

If the marks remain, please send us an email at info@shopatelje.com with a clear photo of the case and your order number. Our team will be happy to look into it for you.

If you purchased your Ateljé item through one of our retailers, we unfortunately cannot access your order details directly.

In that case, please contact the store where you bought the item, or visit them with your proof of purchase and the broken product. They will be able to help you and offer a suitable solution.

If you are unable to resolve the issue with the retailer, feel free to reach out to us at info@shopatelje.com and we will be happy to assist you further.

Our cords are intentionally strung a bit tighter, as each cord will naturally loosen and stretch slightly over time. We recommend giving it a couple of weeks to adjust to daily use. If it doesn’t stretch enough, please reach out to us at info@shopatelje.com and we will be happy to assist you.

All our cords are handmade, which means small imperfections can occasionally occur. Normally, any loose thread is tucked back into the beads, but it may have slipped out. You can carefully tuck it back in yourself, or gently trim the end if that feels easier. Don’t worry! This does not affect the strength or durability of your cord.

We’re sorry to hear that your case has discolored. Since most people use their phone case every day, it is naturally exposed to friction, contact with clothing or bags, and sometimes liquids or dirt. This can cause discoloration over time. Because every case is used differently, we unfortunately cannot offer warranty on discoloration or other signs of daily use.

You can try carefully cleaning the case with warm water and a mild detergent, or by gently scrubbing the surface with baking soda. If the discoloration remains, please send us an email at info@shopatelje.com with a photo of your case and your order number, and we’ll be happy to look into it for you.

If your case doesn’t fit your phone, please send us an email at info@shopatelje.com with a photo of the issue and the back of the packaging. It would also help if you include a screenshot of your phone model (you can find this under Settings > General > About > Model name). Our team will review it and help you find the right solution.

If the small rings of your case have broken, we can send you a replacement set from our office stock. You can then easily attach them to your case yourself. Please send us your address at info@shopatelje.com so we can arrange the shipment. Since the rings are sent in a small envelope, there will be no Track & Trace code available.

Yes, we do! Check out our shipping page for more information about rates.

In the Netherlands and Belgium, shipping usually takes 1-2 business days after you place your order for a parcel to be delivered. In other countries it may take longer.

Please know that we usually ship out the same day - however we can't influence the amount of days a local post service takes. 

You have 14 days to return your order, starting from the day it was delivered to you. Once we have received your return, your refund will be processed automatically to the same account you used for payment. Please make sure to send the product back in its original, undamaged packaging, as we cannot accept incomplete or defective packaging.

You can register your return via atelje.returnless.com and follow the steps in the process. There you can also create your return label, print it, and drop off your package at a local shipping point.

Good to know: if you choose a voucher instead of a refund, you will receive a free return label. Please note that the voucher will only be issued once the return has been processed.

As we are a Netherlands-based company, international shipping costs are unfortunately higher than domestic ones. If you’d like to save on shipping, you could consider placing an order together with a friend, colleague, or family member.

We also work with retailers in different countries, so you might find our products available closer to home. You can check the full list of our retailers at: https://shopatelje.com/pages/retailers

Yes, that’s possible. We can change your voucher into a refund, but please note that in this case the return shipping costs will be deducted from the refund amount. If you’d like to proceed, just send us an email at info@shopatelje.com and we’ll arrange it for you.

It’s important to know that our return costs cover more than just the shipping fee. They also include the use of the Returnless system, the handling costs at our distribution center, and packaging costs that sometimes cannot be reused once opened. For this reason, we unfortunately cannot offer returns for just a few euros.

As an alternative, we offer the option to choose a voucher instead of a refund. If you select this option, you will receive a free return label and won’t have to pay any return costs.

Yes, absolutely. We understand it’s easier and more sustainable to send everything back in one shipment. Please send us an email at info@shopatelje.com so we can make a note in our system. Including a small note inside the package with the relevant order numbers is also very helpful to make sure everything is processed correctly.