of the website www.stringatelier.com/
Last updated: 29.05.2026
1. General Provisions
1.1. These Terms and Conditions govern the use of the website www.stringatelier.com, owned and operated by ATELIER GROUP Ltd. (Bulgarian: „АТЕЛИЕР ГРУП” ЕООД), UIC 208462861, with registered address: Haskovo 6300, Bulgaria, VAT-registered.
1.2. The website offers the online sale of string art kits (DIY portrait kits) and related accessories, as well as personalised, ready-made string art portraits crafted from a photo provided by the customer.
1.3. By using the website — including browsing, registering, or placing an order — the user confirms they have read and accept these Terms.
1.4. ATELIER GROUP Ltd. reserves the right to update these Terms at any time. Changes take effect on the date of publication on the website and apply only to orders placed after that date.
2. Seller Information
Company name: ATELIER GROUP Ltd. (ATELIER GROUP EOOD)
UIC: 208462861
Registered address: Haskovo 6300, Bulgaria
Email: hello@stringatelier.com
Phone: +359 886 228 674
VAT registered: Yes
3. Orders and Sales Contract
3.1. Orders may be placed by individuals aged 18 or over.
3.2. By clicking the “Order” / “Buy” button, the customer makes an offer to enter into a distance sales contract. The contract is concluded when the seller confirms the order by email.
3.3. All prices on the website are in euros (EUR) and include VAT at the applicable rate.
3.4. The contract language is English.
4. Payment Methods
The customer may choose one of the following:
- Debit or credit card via V-POS, Pay by Link, Apple or Google Pay;
- Accepted cards: Visa, Mastercard, and bCard (debit, credit, and business cards);
- Cash on delivery (available for selected countries only — confirmed at checkout).
- Transactions are secured via MasterCard Identity Check and VISA Secure.
- We do not store card data.
- Refunds for card payments are issued to the same card.
All payments are processed in euros.
5. Delivery
5.1. We ship across the European Union via courier (Speedy, Econt, FedEx or partner couriers depending on destination).
5.2. Delivery times for String Atelier kits:
- Bulgaria: 1–2 working days after order confirmation;
- Other EU countries: 3–7 working days after order confirmation.
5.3. Delivery times for ready-made custom portraits:
- Bulgaria: 1–2 working days after the portrait is completed (handcrafting takes approximately 5–7 working days);
- Other EU countries: 3–7 working days after the portrait is completed.
5.4. Delivery costs are calculated at checkout based on the destination country and shown before order confirmation.
5.5. Delivery times exclude weekends, public holidays, and remote areas with limited courier schedules.
5.6. Risk of loss or damage passes to the customer upon receipt of the goods.
6. Right of Withdrawal
6.1. Under Directive 2011/83/EU on consumer rights, you have the right to withdraw from this contract within 14 days without giving any reason.
6.2. The withdrawal period expires 14 days after the day on which you (or a third party indicated by you, other than the carrier) acquire physical possession of the goods.
6.3. To exercise the right of withdrawal, you must inform us at hello@stringatelier.com with a clear statement of your decision. You may use the model withdrawal form below, but it is not mandatory.
6.4. To meet the withdrawal deadline, it is sufficient to send your communication concerning the exercise of the right of withdrawal before the 14-day period has expired.
Effects of withdrawal:
6.5. If you withdraw from this contract, we will reimburse all payments received from you, excluding the costs of standard delivery, within 14 days of receiving your withdrawal notice or proof that you have sent back the goods, whichever is earlier.
6.6. We will use the same means of payment as you used for the initial transaction. You will not incur any fees as a result of the reimbursement.
6.7. You must send back the goods without undue delay and in any event no later than 14 days from the day you communicated your withdrawal.
6.8. You will bear the direct cost of returning the goods.
6.9. You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
6.10. Exceptions to the right of withdrawal: In accordance with Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to:
- Custom, ready-made portraits handcrafted from a customer’s photograph, as these are made to the customer’s specifications and clearly personalised.
By placing an order for a custom portrait, you expressly acknowledge that you lose your right of withdrawal once production begins.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)
To: ATELIER GROUP Ltd., Haskovo 6300, Bulgaria — hello@stringatelier.com
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: __________
Ordered on / received on: __________
Name of consumer(s): __________
Address of consumer(s): __________
Signature (only if this form is notified on paper): __________
Date: __________
7. Defects, Damage on Arrival, and Complaints
7.1. Inspection on delivery (recommended): Where the courier offers an “inspection on delivery” option, we recommend you use it to check the parcel in the courier’s presence. If you discover visible damage or missing items, note this on the courier’s delivery protocol and refuse the parcel, or accept it with the damage formally recorded.
7.2. Visible damage reported after acceptance: If you accept the parcel without inspection and later discover visible damage, please notify us within 14 days of receipt at hello@stringatelier.com with photos and a description. We will assess each case in good faith.
7.3. Hidden defects: For defects that could not reasonably be discovered on inspection, you have the rights granted under Directive (EU) 2019/771 on the sale of goods. The legal guarantee period is 2 years from delivery. To submit a claim, contact us at hello@stringatelier.com with photos and a description of the issue.
7.4. Where a claim is justified, you are entitled — at your choice and subject to proportionality — to repair, replacement, a price reduction, or termination of the contract with a refund.
7.5. Nothing in these Terms limits your statutory rights as a consumer under EU law or the law of your country of residence.
8. Liability
8.1. ATELIER GROUP Ltd. is not liable for:
- Inaccuracies caused by incorrect information provided by the customer (e.g. wrong delivery address, low-quality reference photo);
- Delays caused solely by the courier;
- Temporary website unavailability due to technical reasons.
8.2. All product images are illustrative. Slight colour variations may occur due to differences in screen settings, materials (wood grain, thread batches), and the handcrafted nature of the product.
9. Intellectual Property
9.1. All images, text, logos, and design on www.stringatelier.com are protected by copyright and owned by ATELIER GROUP Ltd.
9.2. Copying, distribution, or use of any content without prior written consent is prohibited.
9.3. The customer retains ownership of any photograph they upload for a custom portrait. By uploading, the customer grants ATELIER GROUP Ltd. a limited licence to use the photograph solely for the purpose of producing the ordered portrait.
10. Data Protection
10.1. Personal data is processed in accordance with Regulation (EU) 2016/679 (GDPR).
10.2. Full information on data processing is available in our Privacy Policy.
11. Changes to These Terms
11.1. ATELIER GROUP Ltd. reserves the right to amend these Terms at any time.
11.2. Updated Terms take effect on the date of publication and apply only to orders placed after that date. Orders already placed are governed by the Terms in force at the time of order.
12. Applicable Law and Dispute Resolution
12.1. These Terms are governed by the law of the Republic of Bulgaria.
12.2. For consumers resident in the EU: This choice of law does not deprive you of the protection of mandatory consumer-protection provisions of the law of your country of residence. As a consumer, you may bring proceedings in the courts of your country of residence, and we may only bring proceedings against you in those courts.
12.3. Online Dispute Resolution: The European Commission provides an Online Dispute Resolution platform, accessible at https://ec.europa.eu/consumers/odr. You may use this platform to resolve disputes arising from your online purchase. Our email for this purpose is hello@stringatelier.com.
12.4. We are not obliged to participate in alternative dispute resolution proceedings before a consumer arbitration board but are generally willing to do so.
13. Contact
ATELIER GROUP Ltd. Haskovo 6300, Bulgaria Email: hello@stringatelier.com Phone: +359 886 228 674