Frequently Asked Questions
Everything you might want to know about how we make, ship, and stand behind our work. Still stuck? We're always happy to help.
Where do you ship from?
We make and ship everything ourselves from our workshop in Cherkasy, Ukraine. The workshop is fully operational and delivery runs reliably even in wartime, so you can order with confidence.
Do you make or resell your items?
We design and make every item we sell. We're makers, not resellers.
How long does shipping take?
We usually keep one or two of each design in stock. If an item needs to be made, production normally takes 2–3 business days. Transit to the United States, Canada and the United Kingdom typically takes 10–14 business days after dispatch. Allow up to 17 business days including production. Carrier and customs delays can affect these estimates.
Is shipping free?
Standard shipping to the United States is free. Metal bookmarks, including sets and bookmarks with personalized wooden blocks, also ship free to Canada and the United Kingdom, with no minimum order. Paper bookmarks are excluded from this offer. Shipping charges for other items are shown at checkout.
Do I have to pay customs or import taxes?
For United States orders, import duties and taxes are included and prepaid by Atelier Article (Delivered Duty Paid, DDP), with no additional import charges on delivery. For Canada and the United Kingdom, import duties, taxes and customs clearance fees are not included and are payable by the recipient when applicable.
Do you take custom orders?
Yes. Atelier Article accepts custom work. Dimensions, capacity, finish, construction details, and wheel type may be adapted when technically feasible. The workshop confirms feasibility, price, and lead time before ordering. Contact us with the dimensions and details you have in mind.
Can I return or exchange an item?
Yes. If something isn't right, you can return it within 14 days of delivery — reach out to us and we'll help arrange the return or exchange.
Can I modify or cancel my order?
Orders can be modified or canceled within 24 hours of purchase — just contact us and we'll sort it out.
Can I pay with Klarna?
For eligible customers in the United Kingdom paying in GBP: choose Klarna at checkout. Available options depend on your location, currency and eligibility, and are confirmed by Klarna. Terms apply. Klarna is not currently available through our checkout for customers in the United States or Canada.
Still have a question? Contact us — we usually reply within a day.