1. Delivery
1.1. We ship across the European Union via Speedy, Econt, FedEx and partner couriers (depending on your destination), to the address or pickup point you provide at checkout.
1.2. String Atelier kits — delivery time:
- Bulgaria: 1–2 working days after order confirmation
- Other EU countries: 3–7 working days after order confirmation
1.3. Custom ready-made portraits — delivery time:
- Handcrafting takes approximately 5–7 working days
- Bulgaria: 1–2 working days after the portrait is completed
- Other EU countries: 3–7 working days after the portrait is completed
1.4. Delivery cost is calculated automatically at checkout based on your destination country and shown before you confirm your order.
1.5. Delivery times exclude weekends, public holidays, and remote areas with limited courier schedules.
1.6. We are not responsible for delays caused solely by the courier.
2. Right of Withdrawal (14-Day Return)
2.1. Under EU Directive 2011/83/EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
2.2. To exercise this right, email us at hello@stringatelier.com with:
- your order number,
- the delivery date,
- your full name and contact phone number.
You may also use the model withdrawal form available in our Terms and Conditions, but it is not mandatory.
2.3. Returned products must be in their original packaging, unused, and undamaged.
2.4. You bear the direct cost of returning the goods.
2.5. We will refund all payments received from you, excluding standard delivery costs, within 14 days of receiving the returned goods. Refunds are issued via the original payment method (card refunds go back to the same card).
2.6. Important — products that cannot be returned:
Custom, ready-made portraits handcrafted from your photograph are not eligible for return under Article 16(c) of Directive 2011/83/EU, because they are made to your specifications and clearly personalised.
By ordering a custom portrait, you confirm that you understand and accept this.
3. Damage on Arrival and Defects
When the courier arrives
3.1. We recommend using the courier’s “inspection on delivery” option (where available) to check your parcel in the courier’s presence:
- Is the packaging intact?
- Are all parts present and undamaged?
- Does the order match what you ordered?
3.2. If you spot a problem during inspection:
- Note the issue on the courier’s delivery protocol, and
- Refuse the parcel — it will be returned to us and we’ll send a replacement or refund.
If you discover damage after the courier leaves
3.3. Visible damage: If you accept the parcel without inspection and later notice damage, please contact us within 14 days of receipt at hello@stringatelier.com with photos and a description. We assess each case in good faith.
3.4. Hidden defects: For defects that couldn’t reasonably be spotted on inspection, you are covered by the 2-year legal guarantee under EU Directive 2019/771. Contact us at hello@stringatelier.com with photos and a description of the issue.
3.5. Where a claim is justified, you are entitled — at your choice — to repair, replacement, a price reduction, or a refund.
3.6. Your statutory rights as a consumer under EU law are not affected by anything in this policy.
Need help?
📩 hello@stringatelier.com 📞 +359 886 228 674
For the full legal terms, see our Terms and Conditions.