Shipping policy

Last updated: 20 August 2026

This Shipping & Delivery Policy explains how orders placed through vanesaateliers.com are prepared, dispatched and delivered. It forms part of the Terms & Conditions of Vanesa Ateliers.

1. Delivery destinations

We currently deliver to:

  • Bulgaria: delivery is available.

  • European Union: delivery is available to the countries shown at checkout.

  • Other destinations: not currently available.

The delivery address entered at checkout determines whether delivery is available. Any geographical or carrier restrictions will be shown before the order is placed.

2. Order preparation and production time

Each Vanesa Ateliers piece is produced or selected with care. The time required before dispatch depends on the product:

  • Ready-to-ship pieces: usually dispatched within 1–3 business days after the order is accepted and payment is confirmed.

  • Made-to-order standard designs: usually produced and dispatched within 1–3 weeks after the order is accepted and payment is confirmed. The applicable production period will also be stated on the product page and/or in the order confirmation.

  • Personalised or custom-made pieces: the production and estimated dispatch period will be agreed individually before the order is accepted.

  • Pre-order pieces: the expected dispatch period will be stated on the product page and in the order confirmation.

“Business days” means Monday to Friday, excluding official public holidays in Bulgaria. Orders placed outside business hours, during weekends or on public holidays begin processing on the next business day.

The preparation or production period is separate from the carrier’s transit time. If an order includes products with different preparation times, we will normally dispatch the order when all products are ready, unless otherwise stated or agreed.

3. Delivery methods and carriers

Orders within Bulgaria are delivered by Econt. Orders to other available European Union countries are delivered by DHL Express. The applicable delivery method will be shown at checkout.

Available methods, any delivery-point or address-delivery options, the delivery charge and the estimated transit time will be displayed before the customer confirms the order. We may use another reliable carrier where reasonably necessary, provided this does not materially reduce the agreed delivery service.

4. Delivery charges

The delivery charge is paid in full by the customer. The applicable amount is calculated and displayed at checkout before the order is placed. The customer will have an opportunity to review the total price, including the delivery charge and any other applicable charges, before confirming the order.

Any free-delivery promotion, threshold or geographical limitation will be stated in the relevant offer and at checkout. We will not add an undisclosed mandatory delivery fee after the order has been placed.

5. Estimated delivery times

The estimated carrier transit time after dispatch is:

  • Bulgaria: usually 1–2 business days after dispatch with Econt.

  • European Union: usually 1–5 business days after dispatch with DHL Express, depending on the destination.

These estimates begin when the order is handed to the carrier and do not include the preparation or production period stated in section 2. Unless a fixed delivery date has been expressly agreed, carrier transit dates are estimates and may be affected by public holidays, the delivery location, customs procedures, severe weather, strikes or other circumstances outside our reasonable control.

We will deliver within the period stated on the product page, at checkout or in the order confirmation. If no delivery period has been agreed, we will deliver without undue delay and no later than 30 days after the contract is concluded, as required by applicable consumer law.

6. Dispatch confirmation and tracking

When tracking is available, the customer will receive a dispatch confirmation containing a tracking number or tracking link. Tracking information may take a short time to become active after the parcel has been handed to the carrier.

7. Delivery delays

If we become aware of a material delay before dispatch, we will contact the customer using the contact details supplied with the order and provide an updated estimate.

Where we do not deliver within the agreed period, the consumer may ask us to complete delivery within an additional period appropriate to the circumstances. If we do not deliver within that additional period, the consumer may terminate the contract and receive reimbursement of the sums paid, without undue delay.

The consumer may terminate the contract immediately, without first granting an additional period, where we have refused to deliver or where delivery by the agreed date was essential in view of all the circumstances, or the consumer informed us before the contract was concluded that delivery by that date was essential.

Nothing in this section limits any mandatory rights available under applicable consumer law.

8. Delivery address and contact details

The customer is responsible for providing a complete and accurate delivery address, recipient name, telephone number and email address. Please review these details carefully before placing the order.

If an error is discovered, contact us immediately at support@vanesaateliers.com. We cannot guarantee that an address can be changed after dispatch. We will never charge a penalty merely because a delivery was unsuccessful. However, where a parcel is returned because the customer provided an incorrect or incomplete address, refused delivery without exercising a legal right, or failed to collect it within the carrier’s stated period, the customer may be asked to pay only the direct, reasonable and actually incurred cost of a new delivery, to the extent permitted by law and disclosed before the new delivery is arranged.

9. Receipt, inspection and visible transport damage

For deliveries within Bulgaria, where Econt’s “Open and Inspect” service is available and selected for the shipment, we strongly recommend that the recipient inspect the outer packaging and the product before accepting the parcel. For DHL Express deliveries, the recipient should inspect the parcel immediately upon receipt and follow the procedure below if any damage is visible.

If the parcel or product shows visible signs of damage, opening, crushing, moisture or other transport damage, please:

  1. ask the courier to record the damage in the delivery document or a damage report;

  2. where appropriate, refuse the parcel;

  3. photograph the packaging, shipping label and product; and

  4. contact us as soon as possible at support@vanesaateliers.com, quoting the order number and attaching the available photographs and documents.

Inspection at delivery helps us resolve a carrier claim quickly. However, failure to inspect the parcel or to note damage in the courier’s presence does not by itself remove the customer’s mandatory legal rights where the product was damaged, defective or otherwise not in conformity when delivered.

10. Lost parcels, missing contents and damage in transit

If tracking shows no movement for an unusual period, the parcel is marked as delivered but has not been received, contents are missing, or damage is discovered after delivery, please contact us promptly at support@vanesaateliers.com and provide:

  • the order number;

  • the recipient’s name and delivery address;

  • a description of the issue; and

  • any available photographs of the packaging, shipping label and product.

We will investigate with the carrier and will provide the remedy required by applicable law. The customer will not be required to pursue the carrier in place of Vanesa Ateliers where the carrier was arranged by us.

11. Passing of risk

Where we arrange dispatch, the risk of loss of or damage to the product remains with us until the customer, or a third party designated by the customer other than the carrier, acquires physical possession of it.

If the customer independently commissions a carrier that was not offered by us, the risk passes to the customer when the product is handed to that carrier, without prejudice to the customer’s rights against the carrier.

12. Customs, import taxes and territories outside the EU

For delivery within the EU customs territory, customs import duties do not normally apply. Different rules may apply to certain special territories.

If delivery to a destination outside the EU customs territory is offered, import VAT, customs duties, brokerage fees or other local charges may be imposed by the destination country. Unless checkout expressly states that these charges are included, they are not included in the product or delivery price and are payable by the recipient. Any known delivery restriction and the fact that additional import charges may apply will be disclosed before the order is placed.

Customs procedures may delay delivery. The customer is responsible for providing any information lawfully required by the customs or delivery authorities. This section does not limit any mandatory consumer rights.

13. Returns and non-conforming products

This policy concerns dispatch and delivery. The right of withdrawal, returns, refunds, exchanges and remedies for damaged, defective or non-conforming products are explained in our Returns & Refunds Policy.

14. Contact

For questions about preparation, dispatch or delivery, contact:

Vanesa Ateliers
Email: support@vanesaateliers.com
Website: https://vanesaateliers.com

Our Terms & Conditions also apply to all orders.