FAQ

Welcome to our FAQs – your fast track to answers! Before you contact our customer service, browse through these frequently asked questions. You may already find the answer to your query here. If you have any further questions, reach us at hello@ateliermcchang.com, we are happy to help. 

Where can I find my tracking code?

Your tracking code, if you bought the tracked delivery option, will be sent to you via the email you provided when we dispatch your items.

Is my parcel being tracked?

When ordering your item, there will be tracked delivery options available at checkout. Without tracking upgrade, all orders are dispatched untracked.

How long will it take for my order to arrive?

Your order will be processed within 3 working days of receipt. You will then receive a shipping confirmation by e-mail. UK orders take approximately 2-3 working days after dispatch, and non-UK orders take 5-10 working days depending on where you are. If you have any further questions about your order, please contact our customer service.

My item arrived damaged, help!

We are sorry this happened. Sometimes with long transit, damages can happen en route. Please contact us via our contact us page, with a picture, when it arrived and the condition it arrived in. We will help with either replacement or refund.

What is your returns policy?

We hope you like your order. However, if you change your mind, you have 30 days from the date of delivery to return any unused and unworn items in their original packaging. Please note; the cost of return postage is the responsibility of the customer. Once we receive the returned item, we will process a refund to your original payment method for the cost of the items only. The original delivery charge is non-refundable.

Can I add a custom note for a gift item?

Sadly with the amount of workload we can sometimes have, we cannot do gift note messages. However, all our items arrive in beautiful, plastic-free gift packaging.

I need to change my address / details on the delivery

Get in contact as soon as possible to prevent it being sent to the wrong address, dispatch takes around 2-3 days after ordering, so the sooner the better.

When will this come back in stock?

Anything that is out of stock usually will be restocked within a week to 2 weeks after it is sold out. Some items get discontinued, so drop us a message to double check because sometimes we can bring them back!

International Delivery and Returns

Why do I have to pay customs and import duties?

If you are in a non-UK country and place an order, you pay net prices (excl. VAT). As soon as the parcel has reached your destination, you must pay the import sales tax, fees and customs duties. The amount of customs duties depends on the value and the country of origin of the goods. These costs cannot be estimated by us. Please contact the relevant customs authority for detailed information.

I didn't have to pay these fees when I bought from your Etsy shop.

Etsy, as a huge international business, collect all relevant taxes from customers at checkout and hand them over to local authorities. The local customs and taxes need to be paid whether you buy from this website or our Etsy shop, but as a small independent business, we cannot pre-collect them on behalf of our customers without local branches in each country.

Will I be reimbursed for duties and taxes I have paid?

Should you wish to return an item, Atelier McChang will not refund international duties and taxes paid at customs clearance for orders. Residents can contact their local customs office for a tax refund.