Atelier Zav

Where are your products produced?

Our products are made in Italy.

How can I close my account?

Send the request to our customer service department at shop@atelierzav.it, the request will be handled within 15 working days.

How can I contact customer service?

If your questions were not answered in the FAQ section, you can email us at shop@atelierzav.it or you can send us a whatsapp message at +39.351.878.1245. Our staff is available to you Monday through Friday from 09:00 to 12:00 and 14:00 to 17:30 (subject to closures)

Will shipping charges be applied to my order?

No, regardless of the order amount, shipping costs are included.

I have not received the order confirmation, what should I do?

After you place an order online, you will receive an email to the address you provided with the order number.  If you don’t find the email in your inbox try checking your spam.  If you have registered on our site you will be able to see your order confirmation in the appropriate section.  Alternatively contact our customer service department at +39.351.878.1245 one of our representatives will know how to help you.

What is the delivery time?

You will approximately receive your purchase in 3-5 business days from the date your order is received. Orders placed on Saturdays and Sundays will be processed the next business day. Timelines may vary during holidays, company closures, or due to causes beyond Atelier Zav’s control.

What happens when the package is shipped?

The courier will send you an automatic email as soon as your order is shipped. When the package is delivered, you will receive an additional email with the approximate day and time slot. In this email you will be able to change the delivery date or choose to have the package dropped off at a locker.

What happens if the courier doesn’t find me at home?

The courier will make the first delivery attempt, in case he does not find you he will provide an email in which he will tell you when he will make the second delivery attempt. In this email you will be given the opportunity to change the delivery date and to request that the package be left at a locker.  If the second delivery attempt is also unsuccessful, the package will go into detention and you will be charged the resulting costs.

How can I track my shipment?

As soon as your order is given to the courier, GLS will send you an email containing the tracking code with which you can track your package.

My order is delayed who can I ask for information?

Once you receive shipping confirmation from GLS, please contact the courier company’s customer service directly for any clarification.

How long do I have to return an order?

You can exercise your right of withdrawal within 14 days from the date of receipt of your order by explicitly declaring it to our customer service department at shop@atelierzav.it

If I am a business, can I purchase with an invoice?

Yes, before placing your order, please contact us at shop@atelierzav.it or our customer service at +39.351.878.1245

What payment methods do you accept?

We accept major payment methods, including credit cards and PayPal.

Is it possible to change or cancel my order once it has been placed?

Unfortunately, no changes can be made to an order. Once confirmed, the order is shipped to our logistics team for processing.

Are your products handmade?

Yes, all our products are handcrafted with high quality materials. Each item is cared for down to the smallest detail to ensure you get a unique and durable product.

Can your craft products have variations between items of the same type?

Yes, exactly. Because our products are handcrafted, each piece is unique and may have slight variations from others of the same type. These differences may relate, for example, to texture, leather tone, or finish, which are typical features of handwork. In addition, there may be small defects or imperfections, which are not to be considered actual defects, but rather hallmarks that give our products exclusivity and authenticity.

How can I make the return?

Product returns are allowed for all items except for customized items. The return of products, with the exception of those delivered in undamaged condition (for which you can refer to the section indicated below), the following the return procedure is implemented. The person concerned must first get in touch with our customer service department, communicating the reasons behind the return request. If necessary, images of the returned product will be requested in order to better document its condition. When the return is accepted, it must be sent back in ‘original packaging, except for the outer wrapping, which will be the responsibility of the applicant to make it conform to the regulations and requirements of the shipping company chosen, and to the subsequent sending of the package, bearing the full costs of transportation and shipping. Once the goods arrive at our premises we reserve a period of 15 working days to proceed with the evaluation of the product in order to verify the integrity and condition of the item. If the return is found eligible, we reserve an additional 15 working days to proceed to disburse the refund amount paid.

What to do in case the package delivered to me turns out to be not intact?

We encourage you to check the integrity of the packaging when you receive your package; in the event that the goods are damaged in transit, you may refuse the delivery and arrange to contact our customer service department immediately to report the problem. If despite the non-conformity of the packaging you still decide to accept the delivery, we invite you to dispute the suitability of the package to the courier by affixing the words “accepted subject to control goods due to broken packaging” on the delivery document of which you must request a copy.

Can products be customized?

Yes, some products can be customized by color and size. Check in the descriptions which products can be customized. In case you want more information please contact our customer service department at shop@atelierzav.it