FAQs

Should you need further assistance, please do not hesitate to contact our Customer Service department at contact@atelier212.store

GENERAL HELP AND INFORMATION

Question How can I receive news about ATELIER 212?
Answer

You can subscribe to our newsletter, LETTER 212, and also follow us on social media @Atelier212Official

Question What is LETTER 212?
Answer

LETTER 212 is our private correspondence.
A quiet space where we share new pieces, rituals, stories from the atelier, and moments from a shared life.

We write occasionally.
Never excessively.
And your information will always remain confidential.

Question How can I sign up to your newsletter?
Answer

You can register directly by entering your email address and clicking ‘Sign Up’ in the footer at the bottom of every atelier212.us page.

Question Do you offer bespoke pieces?
Answer

We occasionally create bespoke pieces upon request.
Each project is approached with care and intention.
Please contact us to discuss your needs at contact@atelier212.store

PRODUCT AND SIZING INFORMATION

Question Where are ATELIER 212 pieces are made?
Answer

All Atelier 212 accessories are handmade by highly skilled artisans in Morocco.

Question What type of leather do you use?
Answer

We work exclusively with real leather.
We source upcycled hides and atelier surplus: materials that already exist and deserve a second life. Each hide is carefully selected for its provenance, durability, and natural aging qualities.
Our leather is chosen to age beautifully over time, developing a patina unique to each piece.

Question Is your leather responsibly sourced?
Answer

Yes.
Our leathers are sourced from trusted suppliers who comply with European regulations, including REACH standards. These regulations ensure strict control over substances used during the tanning process.
We prioritize durability, traceability, and long-term use over mass production.

Question How durable or rust proof is stainless style?
Answer

Yes.
We use high-quality stainless steel hardware selected for its strength, durability, and resistance to corrosion.
Each component is chosen to withstand daily use while maintaining its appearance over time.
Our pieces are built to endure movement, tension, and the natural rhythm of everyday life.

Question What size should I order for my pet?
Answer

Measure your dog’s neck circumference with a soft tape, ensuring a close but comfortable fit.
We recommend allowing approximately ½ inch (1.3 cm) of ease for everyday wear.
Each piece is designed to sit naturally — secure without restricting movement.
For smaller breeds, please refer to our Small Companions sizing guide, specifically developed for lighter frames. Refer to our product size charts here.

Question How accurate are the colors of your products on atelier212.us?
Answer

Each piece is photographed with precise attention to detail to reflect its true tone as faithfully as possible.
However, slight variations may occur depending on individual screen settings and lighting conditions.
As leather is a natural material, subtle variations in shade and texture are part of its character — making each piece unique.
If you would like additional guidance before placing your order, we will be happy to assist you.

Question My pet does not fit any of sizes available. Do you offer a customized service?
Answer

We occasionally create bespoke pieces for dogs whose measurements fall outside our standard size range.
Each request is reviewed individually to ensure it aligns with our construction and design standards.
Please contact us to discuss your needs at contact@atelier212.store

ORDERING

Question How may I get assistance with my online order?
Answer

For any questions regarding your order, shipping, or sizing, please contact us at contact@atelier212.store
We aim to respond within 24–48 hours.

Question Where can I purchase Atelier 212 accessories?
Answer

Our pieces are available exclusively through our website.
We occasionally collaborate with selected partners and announce special appearances through our newsletter.

Question Can I change my order or shipping details once I have placed my order?
Answer

Orders may be modified or cancelled before they enter the shipping process.
Once an order has been dispatched, we are unable to make changes to shipping details or add additional items.
For urgent requests, please contact us immediately at contact@atelier212.store

Question Can I add a gift message after placing my order?
Answer

At this time, we are unable to add gift messages or special packaging once an order has been placed.
We are currently working on offering dedicated gift options in the near future.
Thank you for your understanding.

Question Do Atelier 212 offers customisation service?
Answer

We offer bespoke creations on a limited basis.
Each piece is crafted individually and subject to design and production approval.
Please contact us to discuss your request at contact@atelier212.store

Question Are my personal information and payment details safe on atelier212.us?
Answer

Yes.
Our website uses secure encryption technology (SSL) to protect your data, and payments are processed through trusted providers. We do not store credit card details on our servers.
Your privacy is important to us. Please refer to our Privacy Policy for more information.

AVAILABILITY

Question What is the availability status of items at atelier212.us?
Answer

All items displayed on our website are available for purchase unless marked otherwise.
In the rare event that an item becomes unavailable after your order is placed, we will contact you promptly.

Question Why are some pieces occasionally unavailable?
Answer

Each ATELIER 212 piece is crafted by hand in small batches.
We work with carefully selected, often upcycled leather: materials that are naturally limited in quantity and chosen according to strict quality standards.
For this reason, certain pieces may require additional time before becoming available again.
We believe that thoughtful production is part of responsible creation.

Question How can I be informed of restocks?
Answer

You may join the waitlist on the product page to receive a notification when the piece returns.
Our newsletter subscribers are often the first to learn about restocks and limited releases.

Question What is a pre-order?
Answer

What is a pre-order?
A pre-order allows you to reserve a piece before it becomes available.
As many of our items are produced in small batches, certain pieces may be offered for advance reservation prior to restocking.
You will receive an email notification when your piece is ready to ship, along with a confirmation once it has been dispatched.

Question When will my pre-oder will be charged?
Answer

Payment is processed at the time the pre-order is placed.
As many of our pieces are produced in small batches, pre-orders allow us to create thoughtfully and avoid excess production.
You will receive a shipping confirmation email once your piece is ready to be dispatched.

Question When will my pre-oder be shipped?
Answer

The estimated shipping date is indicated on the product page and in your order confirmation email.
As each piece is produced in limited batches, shipping dates are approximate and may vary slightly.
You will receive a confirmation email once your order has been dispatched.

Question How do I know where I can found ATELIER 212 products in boutiques?
Answer

ATELIER 212 is primarily available through our website.
We occasionally collaborate with selected partners and announce in-person events through our newsletter.

PAYMENT

Question What payment methods does ATELIER 212 accept?
Answer

We accept major credit and debit cards, including Visa, Mastercard and American Express.
Secure payments are processed through trusted encrypted providers to ensure the safety of your information.

Question In which currency are your prices shown?
Answer

All prices are displayed in U.S. dollars (USD).
If you are purchasing from outside the United States, your bank may apply exchange rates or additional fees according to its policies.

Question Will I be charged sales tax?
Answer

Sales tax is applied where required by U.S. law and will be calculated at checkout based on your shipping address.
The final amount, including any applicable tax, will be clearly displayed before you complete your purchase.

Question How do I access my invoice?
Answer

A confirmation email including your order details is sent immediately after your purchase.
If you require a formal invoice, please contact us and we will be happy to assist you.

DOMESTIC AND INTERNATIONAL SHIPPING

Question Which countries do you ship to?
Answer

We currently ship within the United States and to selected international destinations.
Shipping options and availability are displayed at checkout based on your delivery address.

Question How long does delivery take, and how much does it cost?
Answer

Shipping times and costs are calculated at checkout based on your location and selected shipping method.
Estimated delivery timelines are provided before you complete your purchase.
Please note that delivery times are estimates and may vary slightly.

Question Is my package insured?
Answer

All orders are carefully packed and shipped through trusted carriers.
If your package arrives damaged or appears to be lost, please contact us promptly and we will assist you.

Question Do you ship to P.O. boxes?
Answer

We require a physical street address for delivery to ensure secure and reliable shipment.

Question How can I track my order?
Answer

Once your order has been shipped, you will receive a confirmation email containing tracking information.
You may use this link to monitor your delivery status.

Question Can I amend my shipping address after placing my order?
Answer

If your order has not yet entered the shipping process, we may be able to update your address.
Please contact us as soon as possible. Once dispatched, we are unable to modify shipping details.

Question Are duties and taxes included on international orders?
Answer

Yes.
All duties and import fees are included at checkout. No additional charges will be requested upon delivery.

Question Who will be delivering my order?
Answer

Orders are shipped via trusted international carriers.
The delivery partner may vary depending on your location and the shipping method selected.

RETURNS AND EXCHANGES

Question What is your return policy?
Answer

We accept returns within 14 days of delivery.
Items must be returned in their original, unused condition, with all original packaging included.
To initiate a return, please contact us for further instructions at contact@atelier212.store

Question What does “original condition” mean?
Answer

Items must be unused, undamaged, and returned in their original packaging.
Because leather is a natural material, signs of wear or alteration may affect eligibility for return.

Question What if my item arrives damaged or incorrect?
Answer

If your order arrives damaged or if you receive the wrong item, please contact us within 48 hours of delivery at contact@atelier212.us
We will review the situation and arrange an appropriate resolution.

Question What is your policy on unwanted gifts?
Answer

Unwanted gifts may be eligible for exchange or store credit, provided they are returned in original condition.
Please contact us with your order details for assistance at contact@atelier212.store

Question Are any items non-returnable?
Answer

The following items are non-returnable:
• Bespoke or customized pieces
• Final sale items
• Pre-orders (if you choose this policy)
Please review product descriptions carefully before purchasing.

Question Do you provide prepaid return labels?
Answer

Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
We will provide instructions once your return request has been approved.

Question How will I know when my return has been received?
Answer

You will receive an email confirmation once your return has been received and inspected.

Question How long does it take to process a refund or store credit?
Answer

Refunds or store credit are processed within 7–10 business days after the return has been approved.
Please note that bank processing times may vary.

Question How long is store credit valid?
Answer

Store credit is valid for 12 months from the date of issue.

PRODUCT CARE

Question What is the best way to care for my ATELIER 212 leather piece?
Answer

Leather is a natural material that evolves over time.
To maintain its beauty, gently clean with a soft, dry cloth and apply a natural leather conditioner when needed. Avoid prolonged exposure to water and allow the piece to dry naturally if it becomes wet.
With proper care, your piece will develop a rich patina unique to its shared life.

Question Can I wash fabric components?
Answer

Yes.
Removable fabric components may be machine washed at 30°C (86°F) on a gentle cycle.
We recommend air drying and avoiding tumble drying to preserve the shape and texture of the fabric.
Always remove any leather elements before washing.

Question How should I store my ATELIER 212 pieces?
Answer

Store in a cool, dry place away from direct sunlight.
Avoid prolonged humidity and do not store in airtight plastic packaging, as leather needs to breathe.

Question Are ATELIER 212 accessories indestructible?
Answer

Our pieces are designed for durability and daily use.
However, they are not indestructible. Natural wear may occur over time depending on use and your dog’s activity level.
We recommend regular inspection to ensure continued safety and comfort.

INFORMATIONS FOR RETAILERS

Question How can I become a retail partner?
Answer

ATELIER 212 collaborates with selected retailers who share our vision and aesthetic.
Please contact us with details about your store at contact@atelier212.store and we will be pleased to review your inquiry.

OTHER

Question What is ATELIER 212’s policy on animal welfare?
Answer

Animal welfare is fundamental to ATELIER 212.
We design our pieces with the safety, comfort, and well-being of dogs in mind. Our materials are carefully selected for durability and responsible sourcing, and all products are intended for supervised use.
We encourage regular inspection of all accessories to ensure continued safety and comfort.

Question Limitations of Liability
Answer

ATELIER 212 accessories are designed for daily use and durability. However, no pet accessory is indestructible.
By purchasing and using our products, customers acknowledge that they are responsible for determining the suitability of each item for their pet.
ATELIER 212 shall not be held liable for misuse, improper fitting, lack of supervision, or normal wear and tear.
We recommend regular inspection of all products to ensure ongoing safety.