FAQs

If you have any questions, please first read through the FAQs below.  If you have other questions, please contact us by email at info@atelerie.com or WhatsApp 441-737-1700 or by phone at 441-296-0280 during business hours.  

Where is Atelerie based?

Atelerie is a brick and mortar store based in Hamilton, Bermuda. The store is at the entrance to the Washington Mall at 9 Reid Street Hamilton. Please see Atelerie google listing for more detailed information. 

What are your business hours?

Open for in-store shopping & In-Store online order pick up Monday - Saturday 10-5pm

Our online store is open 24/7 for and you can select local delivery, international delivery or in-store pick up depending on your preference at checkout.
If you have any queries about your shop hours of operation please don't hesitate to email us at info@atelerie.com or call us on 441-296-0280 and we will get back to you as soon as possible.

Do you offer private shopping appointments?

We are adding private appointments at Atelerie, and you are welcome to shop at a scheduled time on your own, or with a small group of friends. Please email us at info@atelerie to arrange in advance.

What are your current in-store shopping policies to ensure the safety of customers and staff due to Covid-19?

  • All staff & customers are required to wear a mask during in-store shopping hours.
  • Please use the sanitizer provided before entering the store.
  • Please refrain from excessive touching of merchandise.
  • Social distancing must be practiced by all.
  • No food or drinks will be allowed in the store.

How can I contact you?

During business hours we can be reached at

Via email: info@atelerie.com 

Via WhatsApp: 441-737-1700 

Via phone: 441-296-0280

We also have a live chat available on this website (atelerietheshop.com) For fastest response to questions please email info@atelerie.com or WhatsApp 737-1700

Other forms of contact are through Instagram and Facebook. Please note info@atelerie.com is our most reliable method of contact.

 

FINAL SALE ITEMS: Sale items, seasonal products and personal items such as swimwear, undergarments, pajamas, face mask, earrings, sunglasses, candles, chocolate & pantry, fragrance, wellness & beauty products, books, party supplies, bedding, towels etc. are final sale and may not be returned. All sale items are final sale and may not be returned.

What is the return policy? 

For Online Clothing Sales:

Returns for in-store credit ONLY within 7 business days. Clothing must have tags in place and be in store-bought condition.  Returned items must be in perfect condition with all tags and packaging intact. Worn or damaged goods will not be accepted. All sale items are final sale and may not be returned.

International Orders:

Please note that all international orders are final sale.

For In-Store Clothing Sales:

Returns in-store credit ONLY within 7 business days. Clothing must have tags in place and be in store-bought condition.  Returned items must be in perfect condition with all tags and packaging intact. Worn or damaged goods will not be accepted. All sale items are final sale and may not be returned.

For all other items:

Sale items, seasonal products (eg. Christmas, Calendars and Planners) and personal items such as swimwear, undergarments, face mask, pajamas, earrings, sunglasses, candles, chocolate, skin care, cosmetics, fragrance, apothecary products, party supplies, bedding, towels etc. are final sale and may not be returned. All sale items are final sale and may not be returned.

Returns & Exchanges Terms and Conditions 
Bermuda Customers
Purchased goods may be returned to the store in Bermuda (9 Reid Street, Hamilton, Bermuda) For clothing and shoes: purchased items may be returned within 7 business days for in-store credit ONLY. Returned items must be in perfect condition with all tags and packaging intact. Worn or damaged goods will not be accepted. Sale items, seasonal products and personal items such as swimwear, undergarments, pajamas, face mask, earrings, sunglasses, candles, chocolate, skin care, cosmetics, fragrance, apothecary products, party supplies, bedding, towels etc. are final sale and may not be returned.
 
International Customers (Countries Other Than Bermuda)
Unfortunately because of logistic issues and costs we cannot consider returns for goods delivered outside of Bermuda.  All international sales are final and no returns will be considered.

 

When can I bring back my returns?

Please bring returns back between our in-store shop hours Monday - Saturday with the printout of the order/receipt. All sale items are final sale and may not be returned.

How do I receive my purchase placed online?

There are two options currently. In-store pick up during our in-store open hours mentioned above. Or you may choose the option of 5 Star Delivery Service at $15 rate to deliver island wide. 

Pick up location is:

9 Reid Street, Hamilton HM11, Bermuda

Once an order is placed you will receive an email confirming the order.  Please allow 48 hours for an order to be processed. Please note we are closed on Sundays. Orders on Saturday and Sunday will not be available for pick up till the following Monday. If you need an order to be rushed please contact us via Phone 441296-0280, WhatsApp 441-737-1700 or email info@atelerie.com and we will do our best to accommodate your request (during operating hours listed above).

Once your order is ready for pick up you will receive an email or text message depending what option you choose at check out.

*Please note often this email might go to your junk mail. To avoid this please make info@atelerie.com a recognized contact.

Can I get advice and suggestions on my order?

We welcome you to email us at info@atelerie.com or call 296-0280 during business hours to get advice on purchases.  Depending on call volume, we may not be immediately available but will call you back within 24 hours.

Can I make a special order?

We can assist you with special orders that we may not have in stock particularly with jewelry and sizing of rings. For Foundrae jewelry it is only available in-store. To contact us please email us at info@atelerie.com or call 296-0280 during business hours.

Can my order be delivered internationally?

Yes we do ship internationally. (However, due to Brexit we are not shipping to the UK, sorry for any inconvenience)

Orders can be placed at atelerietheshop.com 24 hours a day, 7 days a week. Please select delivery at checkout and your shipping rate will be automatically calculated when your address is entered.

If your location is not listed or available for shipping please contact us at info@atelerie.com and we will do our best to accommodate. 

  • Orders are processed Monday through Saturday, excluding holidays. Packages are shipped via DHL internationally. Please allow 2-3 business days after placing your order for processing. 
  • Please note if your order exceeds 10lbs or you live in a remote area additional shipping charges may be invoiced to you before we can ship your order. We will contact you directly if this applies to your order.

You have the right to cancel your order at any time before your order has shipped by contacting our customer service team - info@atelerie.com or calling us during business hours at 441296-0280. If your order has shipped unfortunately your can not be canceled or returned. All international orders are final sale. 

How can I make payment?

We accept Visa, Amex, MasterCard credit cards.

Will I receive loyalty points on my purchases post Covid-19?

Unfortunately, we have made the decision to temporarily suspend loyalty points. All loyalty points earned prior to Covid-19 pandemic will be eligible to be redeemed for in-store purchases. Please know we appreciate your patronage and our hope is to bring back the Atelerie Loyalty Program as our economy hopefully strengthens.

How will the order be packaged?

The order will be in an Atelerie Bag carefully packaged with tissue and ribbons.  If you require some of the items to be packaged separately, please let us know when you make the online order.

Can I change my order once placed?

To request a change in an order, please contact us as soon as possible at

Via email: info@atelerie.com 

ViaWhatsApp 441-737-1700

Via phone: 296-0280. 

Please remember that changes in orders may result in a delay in the order being available for pickup.