FAQ

My order

I bought an item and received a free gift card.

Congrats with your new free €25,00 gift card. You can us this free gift card till end of March, 2024. Its valid for all items in the store.

How do I order?

Placing an order on the Felt Atelier website is easy and safe. It is powered by Shopify. Once you have found the items you would like to purchase, click on the “Add to Bag” button to place them in your Shopping Bag. Follow the directions through the checkout process to complete your order.
Note: Your order will not be placed until the very end of the checkout process when you will be asked for your bank information. 

Which payment do you use?

We use Ideal, America Express, Visa, Klarna, Union Pay, Bancontact, Paypal, and more.

I have a question.

Talk to us through the chat or send an email to jamie@feltatelier.nl  

I didn’t get the order confirmation.

Did you check your spam? Double-check if you gave us the right email address.
Talk to us through the chat or send an email to jamie@feltatelier.nl if you still need help. Always add your order number in the title.

What does the shipping cost?

​All Dutch purchases will be shipped to your location, for FREE above €35. We offer you multiple options during the checkout.
All non-Dutch purchases have free shipping above €40,00.

Belg & Germ:   send with track and trace €4.99 and free over €99.00
EU1:                 send with track and trace €8.99 and free over €119.00

EU2:                 send with track and trace €9.99 and free over €119.00

World:               send with track and trace €19.99 and free over €149.00

Handling time ​

Many of our items are made-to-order so this means close to no waste. So, your item(s) will be shipped in four working days. This depends on the complexity of your made-to-order item. After we make the item it goes through a thorough inspection. If any imperfections or defects are discovered, we will recycle or reuse the silver, gold, epoxy or stainless steel and start over again.

Your order will be shipped in four days. This depends on the complexity of your made-to-order item. Need it quicker? Dutch resident can use fast shipping and the rest can send us a message through the chat.

When will I get my order?

Usually, you’ll receive everything within five working days when your address is in The Netherlands. Europe can take up to a week.
Outside of Europe will take a little longer. Always check customs of your country for any delays.
Note! During the sale and during other promotions, orders may be sent later.
Due to world events shipping may take longer.

Where’s my package?

Sometimes it can take longer than expected. Sometimes you'll get a message from your carrier you received it. Please wait, in both cases, four more working days before contacting us. 

Go to the contact page or chat and ask us a question and we’ll do our best Inspector Gadget's work to try to trace the package.

I accidentally entered the wrong shipping address.

The quickest way to correct this error is through info@feltatelier.nl or chat. But this isn't a guarantee we can help you if its already in the process.

I received a wrong or a broken item.

Send a message with pictures/videos, your order number in the tittle (ends with a F) to jamie@feltatelier.nl and tell us what happened. 

Can I return my jewelry?

Well, yes you can. You have the possibility to return your order up to 14 days after receipt. This is possible if there is something wrong with your jewelry, you didn’t get what you asked for or any other reason. Just go to ‘I have a question'.

Returning your items at your own cost unless it is something we should've done better. We can only refund your purchase if we receive it and if it is in perfect condition or we made a mistake. We advise everyone to send it with track and trace. Here you can go to the return portal. 

Return your product no later than 14 days after you have informed us about the use of your right of withdrawal.

How to take care of my jewelry.

We understand you love to wear your ear party day in and out yet we recommend you take them out at certain moments:

• The pieces can handle quite a lot but please take them out while sleeping. This is to prevent unnecessary damages and bending. 

• our items are water resistant but overexposure to water may wear off the plating faster. To guarantee a long happy life we recommend removing them while showering, swimming, or working out.

• Our items are not a big fan of chemicals found in perfume or cleaning- and skin and hair products.  

Is there a guarantee on the jewelry?

We give out a four-month guarantee on jewelry. Contact us and we'll make sure you get the warranty, simple. Feel free to reach out in other situations. Send an email to jamie@feltatelier.nl if you need help. Always add your order number in the title and show us with a video or photo what's up.

Are you hiring?

Keep checking our Instagram page and website to see if we’re hiring.​

Business

I work for a brand or am an influencer and I love to collab.

In that case, let’s chat. Go to this page and contact us. 

I would love to sell Felt in my store.

We are always interested in great stores. Send an email to info@feltatelier.nl and tell us about your store and wishes.