Frequently asked questions

Frequently asked questions


Where is my shopping cart?  

Your shopping bag can be found at the top right of the website. If you click on the shopping bag symbol, you can see the full contents of your shopping basket. From there, you can choose to continue shopping and return to the shop or go to the checkout.

How can I change my order? 

Changing your basket is perfectly possible. You can remove an item by clicking on the cross displayed on the right-hand side. Would you like to change the quantity? Then you can change the quantity in the box.

Please note: Once an order is placed, changes cannot be made.  You will need to place a second order in addition to previous order or return the latter and place a completely new order or contact

Do all prices include VAT?  

All prices include VAT. Additional transport costs may apply.

Are all products always available?  

If an item is out of stock, you will see a "red dot" with next to it "Temporarily unavailable", below the dimensions of the product on the product page. Ordering the item is not possible at that time.

What does the "yellow dot" mean on the product pages?  

If an item has limited availability, you will see a "yellow dot" with next to it "Limited stock", below the dimensions of the product on the product page. This means that only a limited number of products are still in stock and therefore not available. We closely monitor stock levels ourselves. As soon as stock runs out, this "dot" will turn red and you will no longer be able to order this item.

I didn't receive my order confirmation.  

If you have not received an order confirmation, it may be for the following reasons: 

1)      Your order was not approved. 

2)      Your order confirmation e-mail may have ended up in your junk mail folder. 

3)      There is a spelling error in your e-mail address. 

Please contact our customer service at and we will send you your order confirmation again.

Can I cancel my order? 

You can cancel your order by sending an email to with the subject line "CANCELLATION ORDER" or contact us by phone on +32 56 431 000 during our opening hours.

Please note: If your order has already been prepared for shipment or is on its way to you, it is no longer possible to cancel the order. 

I made a mistake with my delivery address.  

If you made a mistake with your delivery address, please send an e-mail as soon as possible to with the subject "ERROR IN ORDER" or contact us by phone on +32 56 431 000, during our opening hours. If your order has not yet left the warehouse, we will do our best to fulfil your request. If the order is already on its way, you can still change your delivery address via the GLS tracking link.


What are the shipping costs for my country? 

There is a standard shipping cost of € 8 for home delivery in Belgium, Luxemburg, The Netherlands and Germany. 

When will my order be dispatched? 

Once your order has been confirmed, it will be dispatched from our warehouse within 3-5 working days. During busy periods, a delay may occur and you will be notified via our customer service.


Can I exchange a product? 

Exchanging a product is not possible. Would you like a different color or size? Then you must return your items first, after which you will be refunded the purchase price. Then you can place a new order.


Can I return an item? 

If you change your mind about a particular product, we are happy to accept returns within 14 days of receiving your order. If you want a different color or size, please place a new order with the desired goods. For more information, you can also always consult "Shipping and returns". Here you will find all the instructions to complete your return.

I have received an incorrect / damaged item.  

We understand that sometimes unforeseen situations can occur when shipping products. Your satisfaction is our top priority, and we would like to rectify this. If you have received an incorrect / damaged item, please contact us at with your order number and a clear description of the problem. Please include photos for clarification.

When will I receive a refund for returning an item?  

As soon as we have received and verified the returned item, we aim to process your refund as soon as possible. Processing time may vary, but in most cases you can expect your refund (Purchase price - Shipping costs & any compensation) within 5 working days of receiving the returned item. Please note that it may take several working days for the money to appear in your account, depending on your financial institution.


Which payment methodes are accepted? 

The following payment methods are accepted: Visa, Mastercard and Bancontact.

Can I pay later?  

It is not possible to pay later as this slows down the process from order confirmation to product shipment. You can only pay online with Visa, Mastercard and Bancontact.


How can I receive a spare part for my Atelier Pierre product?  

Send an e-mail to as soon as possible and we will be happy to help you.  

I would like to become a partner of Atelier Pierre.  

Interested in becoming a dealer of Atelier Pierre products and becoming part of our growing network of partners? We welcome enthusiastic entrepreneurs to work with us and offer our unique collections. At Atelier Pierre, we believe in building lasting partnerships and sharing our passion for quality and design.

Please fill in the attached contact form and contact us at We will handle your request with care.