Shipping Policy

At Atelier Eli Créations, all our products are prepared and personalised to order. We do not necessarily hold stock available for immediate dispatch. Therefore, the delivery timeframe includes receiving materials or products from our suppliers, preparing the design, personalisation and transport.

1. Preparation and Production

Once the order has been confirmed and payment has been authorised or received, depending on the payment method used, we will begin arranging its preparation.

The usual preparation time is up to 10 working days. Where applicable, this period includes receiving products or materials from our suppliers, design work, personalisation and packaging.

Where an order requires prior design approval, production will not begin until the customer has expressly confirmed their approval.

The time taken by the customer to provide essential information or approve a design may affect the preparation and delivery schedule.

If this delay prevents us from meeting the originally agreed timeframe, Atelier Eli Créations will inform the customer and propose a new delivery date. Any change to the contractual delivery timeframe must be agreed in accordance with applicable legislation, respecting consumers' statutory rights.

The design and approval procedure is detailed in our Personalisation Terms and Conditions.

2. Estimated Delivery Times

The total delivery timeframe includes order preparation and transport to the address provided by the customer.

Shipping to Belgium

Estimated delivery dates will be displayed during checkout, taking into account preparation time and the relevant transport service.

Shipping to Spain

The estimated total delivery time is 14 to 16 working days, consisting of up to 10 working days for preparation and between 4 and 6 working days for transport.

These timeframes are estimates based on normal service conditions and do not constitute a guarantee of delivery on an exact date. However, the delivery timeframe communicated and agreed before the purchase is completed will apply to the contract, and consumers' statutory rights will be respected in the event of any failure to meet it.

Unless a different timeframe has been expressly agreed, orders will be delivered without undue delay and no later than 30 days after the contract is concluded.

3. Shipping Destinations

We currently ship to Belgium and Spain, subject to the destinations available during checkout.

Available destinations and any delivery restrictions will be communicated before the order is completed.

Atelier Eli Créations may change the destinations available for future purchases for objective reasons relating to transport services or the feasibility of delivery.

Such changes will not unilaterally affect orders that have already been placed.

4. Shipping Costs

Shipping charges depend on the destination, weight and characteristics of the order.

The applicable amount will be displayed during checkout, before the order is confirmed.

Shipping to Belgium

• Up to 2 kg: €10.00.

• Over 2 kg and up to 5 kg: €13.00.

• Over 5 kg and up to 10 kg: €16.00.

• Free shipping on orders over €75.00, exclusively to Belgium.

Shipping to Spain

• Parcels weighing up to 2 kg: €16.00.

• The free shipping promotion does not apply.

For orders exceeding the weight limits available during checkout, customers may contact Atelier Eli Créations to enquire about shipping options before placing their order.

Promotions and special conditions will apply in accordance with the information communicated before purchase.

5. Order Tracking

Where the transport service includes tracking, we will provide the customer with the relevant information once the parcel has been dispatched.

Tracking updates depend on the carrier and may take some time to appear.

The availability of tracking does not alter consumers' statutory rights relating to delivery.

6. Delivery Address

Customers must provide an accurate and complete delivery address and report any errors they discover as soon as possible.

If delivery is impossible solely because of incorrect information provided by the customer or circumstances attributable to them, we may request payment of the actual, reasonable and justified additional costs necessary for another delivery, provided this is legally permissible and the customer agrees to the new service.

Where a parcel is returned to Atelier Eli Créations, we will contact the customer to examine the circumstances and agree on a solution in accordance with applicable legislation.

This provision does not exclude our liability where the delivery problem is attributable to Atelier Eli Créations or to a carrier engaged by us.

7. Delivery Delays

If delivery is delayed beyond the agreed timeframe, consumers may exercise the rights provided by applicable legislation.

As a general rule, they may request delivery within an additional period appropriate to the circumstances.

If the order is not delivered within that additional period, they may terminate the contract in accordance with applicable legislation.

In certain circumstances, such as where the seller refuses to deliver or where an essential delivery date has been communicated or follows from the contractual circumstances, the consumer may terminate the contract without granting an additional period.

Where termination for failure to deliver is justified, Atelier Eli Créations will refund the amounts paid without undue delay, in accordance with applicable legislation.

Issues involving carriers do not automatically remove our legal obligations towards consumers.

8. Lost Parcels and Shipping Issues

If an order does not arrive or the tracking information indicates an issue, the customer may contact Atelier Eli Créations for assistance.

Where transport has been arranged using the options offered by Atelier Eli Créations, we bear the risk of loss or damage until the consumer, or a third party designated by the consumer other than the carrier, physically receives the product.

The relevant legal exception applies where the consumer independently engages a carrier not offered by Atelier Eli Créations.

We will investigate issues with the carrier and apply the remedies required by law.

Where legally appropriate, we will arrange a replacement delivery or the corresponding refund without requiring the consumer to make a new purchase to replace a lost order for which Atelier Eli Créations is responsible.

9. Products Damaged During Transport

If a product arrives damaged, we recommend contacting Atelier Eli Créations as soon as possible.

To help assess the issue, we may request photographs of the product and, where available, its packaging.

The absence of the original packaging or photographs does not, in itself, result in the loss of consumers' statutory rights.

Issues will be resolved in accordance with the statutory guarantee and our Returns and Refunds Policy.

10. Contact

For any questions or issues relating to shipping, customers may contact Atelier Eli Créations using the details published on our Contact Information page.

The provisions of this policy apply without prejudice to the mandatory rights granted to consumers under applicable legislation.

Last updated: 16 October 2026.