Terms & Conditions | Pro Atelier Plus

Shipping cost

FREE UK SHIPPING ON ORDERS OVER £50

FREE INTERNATIONAL STANDARD SHIPPING ON ORDERS OVER £150 (See Restrictions)

DISCOUNTED EXPRESS SHIPPING ON INTERNATIONAL ORDERS OVER £150

Items DO NOT have free shipping (especially for international orders)

Certain Regad products: Machine M3000 and M6000

Japanese Black Rubber (Wood Grain) Punching Cutting Board: Size L, XL & XXL

Large Wooden Organisers

Large Stitching Clamps and other larger and heavier products

Ordering full skin leather must choose Express Shipping

Based on customer experience and insurance considerations, for orders over £350, we highly recommend choosing Express Shipping during checkout.

It's easy to get confused by DHL's variety of services. DHL Express/DHL Parcel/DHL Packet etc. They are different companies owned by the same parent: Deutsche Post DHL Group. We only use DHL Express. In their Express division, they transport urgent goods reliably and on time from door to door. For some destinations, we might use FedEx for express shipping.

Add random items to the shopping cart and choose your location to check the rates.

We offer free standard shipping for orders over £80. When you reached this amount and select express shipping, the cost will be relatively lower as well.

You are more than welcome to arrange your own courier to pick up your parcel, please contact us for details.

When you choose express shipping, there will be a surcharge for the remote area. It is not included in the shipping fee paid during check out. we may contact you after receiving your order for an extra charge. A remote area is defined as a postcode or in the absence of a postcode, a suburb /town name that is difficult to serve. Check here for the updated remote area list from DHL. Use shortcut Ctrl-F (for PC) or Command-F (for Mac) to find your postcode/town name in the list quickly.

When the order is particularly large or in odd size or heavy, there will be a surcharge. The shipping fee you paid during check out is not calculated by weight and size, we may contact you after receiving your order for an extra charge.

Delivery time

When domestic orders select Royal Mail Tracked 24 or DHL Express, it indicates that the order will be delivered the next business day after dispatch. Please note, this delivery time DOESN NOT include the time required for picking and packaging. While we strive to dispatch orders promptly, during busy periods, our processing time may extend beyond 5 working days.

Orders placed after 11 am on Fridays and at the weekend will be dispatched on Monday at the earliest.

We use a combination of DHL, UPS or FedEx for the majority of destinations when you choose express shipping, it usually takes 1-2 working days after dispatching depending on the area. Some locations may take 3 - 5 working days or a week for some of the remote areas.

We use Royal Mail or ParcelForce for all standard shipping, the parcel will be handed over to the local post office when it arrived at the destination.

Delivery lead times of your order to an international address will vary according to its destination.

Click & Collect

You will receive an email when your order is ready for collection.
Please provide a 1-hour time slot for your pickup.
Order processing typically takes 1-2 days.
Same-day pickup may be available—please contact us to confirm.

Note: You can collect your order directly from our office or from the building's reception. For more flexibility, we can arrange to leave your order with the receptionist.

Shipping for Pre-Order Items

If you purchase a pre-order item alongside other items which are in stock, the order will not be shipped until the pre-order item is available. If you would like an earlier shipment of any other items you have purchased, please get in touch and we can arrange for the additional shipping charge. Alternatively please place two separate orders.

A 13% administration and transaction fee will be charged for processing each approved refund.

We do not entertain return and refund requests based on "unexpected high duty & tax charges"; further details can be found in our Duty & Tax policy.

Non- refundable items:

Pre-Order items
Sales & Promotional items
Custom-made items
10 meters thread mini-packs
Altered, assembled, and defective item due to improper use

In order to qualify for a return, please note that all original packaging must be shipped back to us. This includes any boxes, bags, or other materials that were included with the product at the time of purchase. Additionally, please note that the product must be in its original condition and unused in order to be eligible for a return. If the product has been opened or used, we may not be able to accept the return.

To initiate a return, please contact our customer service team within 30 days of receiving your product. We will provide you with instructions on how to ship the product back to us and issue a refund once we have received the product and verified that it meets our return policy requirements. Please note that shipping and handling fees are non-refundable, and you may be responsible for the cost of return shipping.

Damaged, faulty or erroneously sent items

If you have received any damaged or faulty item (during transition for example), or if your order is wrong or incomplete please let us know at your earliest convenience and we will rectify the situation.

Lost parcel

If a package is not received and is feared lost, please contact us and we will do what we can to assist in tracking down and recovering the parcel.

We require 21 days from the expected delivery day to carry out the necessary searches and investigation and establish that a parcel is really lost, and not delayed before reshipping or refunding your items.

Products availability

Whilst we try to keep our stock levels as accurate as possible, in the event that we are out of stock of an item you have purchased we will get in touch to either help select an alternative product or to issue a refund for the missing items.

We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; e-mail address; computer and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile. The information gathered on our website are necessary to process your order and notify you of changes to the status of your order.

When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.

We collect such Non-personal and Personal Information for the following purposes:

To provide and operate the Services;
To provide our Users with ongoing customer assistance and technical support;
To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
To comply with any applicable laws and regulations.

Your data may be stored through our web provider's data storage, databases and the general applications. They store your data on secure servers behind a firewall.

All direct payment gateways offered on our website and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes, we may contact you via email.

If you don’t want us to process your data anymore, or if you would like to: correct, amend or delete any personal information we have about you please contact us at info@proatelierplus.com

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

Under the Data Protection (Charges and Information) Regulations 2018, individuals and organisations that process personal data need to pay a data protection fee to the Information Commissioner's Office (ICO), unless they are exempt. Please note that we pay an annual Data Protection fee to ICO in the UK. This helps ensure that your personal information is handled and processed in accordance with data protection laws. For more information, you can contact us or visit the ICO's official website.

Bank Transfer

Please note that we are not responsible for any bank charges incurred during the payment process. Therefore, we kindly request that you ensure all fees associated with the transaction for both parties, so that we will receive the full invoiced amount.

For non-distributor/individual client orders, a £10 fee will be applied to cover the bank transaction cost, which is due to previous experiences of receiving incorrect amounts.

PayPal

Credit/Debit Cards

Alipay or WeChat Pay (contact us for using this payment method)

Click & Collect

You will receive an email when your order is ready for collection.
Please provide a 1-hour time slot for your pickup.
Order processing typically takes 1-2 days.
Same-day pickup may be available—please contact us to confirm.
You can collect your order directly from our office or from the building's reception. For more flexibility, we can arrange to leave your order with the receptionist. Their working hour as below:

Monday to Friday 8:30am to 5:30pm

Saturday 9am to 5:30pm

Sunday 10am to 4pm

Duty & Tax (IMPORTANT)

We do not charge VAT for orders outside the UK. Customers outside of the UK have to pay VAT (20% - 27%, varies from different counties) when the goods arrived your country, just like you do on goods bought within the EU. If the total value of the ordered goods is above €150 and they were not manufactured in the UK, you will have to pay customs duties (0% - 25% varies from different products) when they enter the EU. Therefore, you should expect to pay import VAT, customs duties, clearance and administrative fees (charges from the courier) upon delivery. We are not responsible for these charges and advise you to contact your local customs office for current charges before placing the order. We DO NOT under-value merchandise or mark the item as a "GIFT" on customs forms.
Example of VAT, duty and clearance charges: a client from Italy ordered £346.69 goods, the charges could be 160 Euros)

More information is available at the following link:

Buying goods online coming from a non-European Union country

Buying goods online from UK websites

Please note that the recipient has the responsibility to pay close attention to the delivery status of the package. You’ll be contacted by the local customs authority on behalf of the courier company if you need to pay any VAT or duty to receive your goods. Any additional charges must be paid by the recipient of the parcel.

If the tracking status shows that the package has been held in the customs and pending the payment of duties and taxes, however, the recipient has not received any email from the courier or the custom, please contact the local customs or relevant courier to pay the fees. They may not contact the receiver again once they failed to reach out. They’ll normally hold your parcel for about a few days. If you have not contacted them and paid the bill by then, your parcel will be returned to us. Once the parcel is being returned to us, we can not stop the returns as this was mandated by custom, we can only wait for the parcels to come back to us, then we can look into how to re-ship. An extra shipping fee may apply.