FAQ:

1. What are the pricing and payment terms for your products and services?

Our pricing reflects the unique, high-quality craftsmanship and design we bring to each piece. All prices listed on our website are in [currency, e.g., GBP or USD] and are subject to change without notice. Once an order or contract for services is confirmed, pricing will be honoured as specified in the agreement. Payments are generally required in full upfront for products, while service packages may have specific instalment or milestone payment requirements.

2. Are customisations or bespoke packages available, and how are they priced?

Yes, Atelier Yto specialises in creating custom and bespoke home decor and lifestyle products. Pricing for bespoke orders varies depending on the complexity, materials, and craftsmanship required. After an initial consultation, we provide a comprehensive quote, including design and production timelines, for approval. Customisation requests made after this quote may incur additional charges, subject to mutual agreement.

3. How do you handle refunds, cancellations, and returns?

Due to the bespoke nature of our products and services, we generally do not offer refunds once an order has been confirmed and production has started. If a cancellation request is made within 48 hours of order confirmation, we may consider it on a case-by-case basis. Returns are only accepted in cases of product defects that were not disclosed prior to purchase, and all claims must be submitted within 7 days of receipt. Please review our complete Refunds and Returns Policy for more details.

4. What are the terms for package offerings on services?

Atelier Yto offers curated service packages to support a range of needs, from design consulting to full-scale brand management. Each package includes specified deliverables, milestones, and timelines, which are clearly outlined in our contract. Package terms and prices are valid only for the scope outlined and cannot be transferred to other projects or clients. Any expansion in scope will require a separate agreement or additional fees.

5. Do you guarantee delivery timelines for custom orders?

We strive to adhere to agreed-upon timelines; however, as many of our products are hand-crafted and dependent on artisan availability, certain delays may occur. Atelier Yto is not responsible for delays caused by factors beyond our control, such as supply chain disruptions or international shipping delays. We will always communicate any expected delays and work with you to find the best solution.

6. Can I get a quote before committing to a purchase or service?

Absolutely. We provide initial consultations and quotes for all services and custom orders. These quotes are estimates based on the information provided and may be subject to adjustments as the project scope is finalised. All quotes are valid for 30 days unless otherwise specified.

7. Are there any warranties on the products?

Our products are crafted with high-quality materials and undergo thorough inspection before delivery. However, due to the handmade nature of our items, slight variations are normal and add to their uniqueness. We do not offer warranties beyond statutory rights but are committed to ensuring client satisfaction. Please contact us if you have any issues with a product upon delivery.

8. How is my personal information used and protected?

We value your privacy. Any personal information collected during your interaction with Atelier Yto is used solely for fulfilling your order, providing customer support, and improving our services. We do not share personal information with third parties without your consent, except as required by law. For more details, please review our Privacy Policy.

9. Do you reserve the right to modify these terms?

Yes, Atelier Yto reserves the right to update and modify these terms at any time. Updated terms will be posted on our website, and any material changes will be communicated to clients with active orders or projects. By continuing to use our site and services, you agree to any updates to these terms.

10. Are there any exceptions or disclaimers regarding delivery, project timelines, and damaged items?

Atelier Yto strives to meet agreed-upon timelines and deliver products in perfect condition. However, circumstances beyond our control, such as natural disasters, wars, pandemics, or disruptions in supply chains, may impact delivery schedules. In these cases, Atelier Yto will communicate any delays promptly and explore alternative solutions with clients as necessary.

Additionally, while we take great care in packaging our products to ensure safe arrival, damages during transit can occasionally occur. If an item arrives damaged, please notify us within 48 hours of receipt, providing photographs of the damaged item and packaging. We will work with you to resolve the issue, either through a replacement or a suitable resolution. However, Atelier Yto cannot be held liable for damages reported outside this timeframe or for minor imperfections that are characteristic of handmade goods.

11. What is your force majeure policy?

Atelier Yto is committed to delivering excellence, but in cases of force majeure—events beyond our control such as natural disasters, acts of war, pandemics, strikes, or significant material shortages—both parties are exempt from liability for any failure to fulfil contractual obligations. This policy means that, should such events prevent us from completing an order or project on time, Atelier Yto reserves the right to modify timelines, shift resources, or explore alternative solutions with clients to meet project goals to the best of our ability.

12. Are there variations between handcrafted products?

Yes, all Atelier Yto products are handcrafted by skilled artisans, and this artisanal approach means that each piece is unique. Natural variations in colour, texture, and finish are typical and should be expected in handmade items. These differences are not considered defects; rather, they add to the character and authenticity of each piece. While we strive for consistency, minor variations between orders or units are part of the beauty of handcrafted goods and contribute to their one-of-a-kind appeal.

13. What is the policy on confirmed designs, measurements, materials, and post-delivery feedback?

Atelier Yto follows a thorough approval process to ensure each design meets the client’s specifications before production. This includes all details such as measurements, materials, colours, finishes, and any other design elements. Once the client has confirmed and approved the design in writing, this approval is considered final and binding. Any changes or modifications requested after approval may incur additional fees, and Atelier Yto cannot accommodate changes, adjustments, or disagreements regarding approved specifications once the product has been delivered.

We advise clients to carefully review every detail during the approval process to confirm that the design aligns with their expectations. By providing approval, clients acknowledge acceptance of the design as-is for production, including all stated measurements, materials, and colours. Any slight variations that may occur are typical of handcrafted work and should be expected.