FAQ

My order

How do I order?

Placing an order on the Felt Atelier website is easy and safe. Once you have found the earrings 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 for Dutch residents. For others, we use credit cards, Paypal, and more. 

I have a question.

Here’s your opportunity to come in contact with us. Fill out this form and give us some time to reply. 

I didn’t get the order confirmation.

Did you check your spam? Double-check if you gave us the right email address.
Click here if you still need help. 

What does the shipping cost?

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

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. The 

Your order will be shipped in one or two 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 via info@feltatelier.nl.

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.
Pay attention! During the sale and during other promotions, orders may be sent later.
Due to world events shipping may take longer.

Where’s my package?

Go to the contact page and ask us a question and we’ll do our best Inspector Gadget's work to try to trace the package. Contact us at least three days after the planned date of arrival. Please bear with us when it takes a little longer. 

I accidentally entered the wrong shipping address.

The quickest way to correct this error is through info@feltatelier.nl or Instagram. But this isn't a guarantee we can help you.

I received a wrong or a broken item.

Send a message with pictures/videos, your order number (ends with FLT) 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. 

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.

Are you hiring?

All positions are currently fulfilled with people we’re proud of. 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.