Terms of service

Last updated: Last updated: 20 August 2026

1. About Vanesa Ateliers and the Seller

These Terms and Conditions govern the use of vanesaateliers.com and purchases made through the Vanesa Ateliers online store.

In these Terms, “Vanesa Ateliers”, “we”, “us” and “our” refer to the legal seller identified above. “Customer”, “you” and “your” refer to the person using the website or placing an order.

The store is hosted on Shopify, which provides the e-commerce infrastructure used to display products and process orders. Shopify is not the seller of Vanesa Ateliers products and is not a party to the sales contract between you and us.

2. Scope and Acceptance of These Terms

By accessing the website or placing an order, you agree to these Terms and to the policies referred to in them. Please read them before submitting an order.

Nothing in these Terms excludes or limits any mandatory rights available to consumers under Bulgarian law, applicable European Union law or the mandatory consumer-protection law of the country in which the consumer habitually resides.

If you do not agree with these Terms, you should not place an order through the website.

3. Eligibility and Customer Accounts

You must have the legal capacity required to enter into a contract. If you are under the age of 18, an order may be placed only with the involvement and consent of a parent or legal guardian.

You may place an order as a guest or through a customer account where this option is available. You are responsible for providing complete and accurate information and for keeping your account credentials confidential. Please notify us promptly if you believe that your account has been accessed without authorisation.

We may suspend access to an account where reasonably necessary to protect the customer, the store or other users, to investigate suspected fraud or misuse, or to comply with a legal obligation.

4. Products and Handcrafted Characteristics

Vanesa Ateliers creates handmade leather bags and accessories, often in unique pieces or limited quantities. Product descriptions, dimensions, materials, colours and photographs are provided as accurately as reasonably possible.

Because products are handmade and genuine leather is a natural material, individual pieces may show minor variations in grain, texture, shade, markings, stitching and dimensions. These characteristics make each piece individual and do not in themselves constitute defects where they do not materially affect the product’s appearance as described, functionality, durability or intended use.

Screen settings and lighting may affect how colours appear. We cannot guarantee that the colour displayed on every device will be identical to the colour of the physical product, but this does not excuse a material difference from the product description.

Customers should review the product description, dimensions, photographs and care information before ordering. Care instructions form part of the information supplied with the product and should be followed to preserve the leather and hardware.

5. Availability, Unique Pieces and Pre-orders

Many Vanesa Ateliers products are available as single pieces. Placing an item in the cart does not reserve it. Availability is confirmed when we accept the order.

Despite reasonable inventory controls, a product may occasionally become unavailable because of a simultaneous order, an inventory error or damage discovered before dispatch. If we cannot fulfil an order, we will notify you and refund all amounts paid for the unavailable product without undue delay.

Where a product is offered as a pre-order or is to be produced after the order is placed, the product page will state the estimated production or dispatch period. A standard design made after an order is placed is not automatically a personalised product.

6. How an Order Is Placed and the Contract Is Formed

To place an order, you select a product, choose any available options, add it to the cart, provide the requested contact, delivery and billing information, choose an available payment and delivery method, review the order and correct any errors before selecting the final button confirming an order with an obligation to pay.

After the order is submitted, you will receive an electronic acknowledgement. The automatic acknowledgement confirms that we have received the order but does not by itself confirm that the order has been accepted.

A sales contract is concluded when we send an order confirmation expressly accepting the order or when we dispatch the product, whichever occurs first. Before accepting an order, we may verify availability, payment authorisation, delivery information and any reasonably suspected error or fraudulent activity.

We may decline an order only for a legitimate reason, including product unavailability, an obvious pricing or description error, inability to obtain payment authorisation, delivery restrictions, suspected fraud or a legal prohibition. If payment has already been collected for an order that we do not accept, it will be refunded without undue delay.

The order information and confirmation will be sent to the email address provided by the customer. You are responsible for checking that the email address is correct. The contract may be concluded in the languages made available during checkout. Order records are retained in accordance with applicable accounting, tax and consumer-protection requirements and may also be available through your customer account.

7. Prices, Taxes and Payment

Prices are displayed in euros (EUR), unless another currency is expressly shown for a particular market. Prices include applicable taxes where required by law. Delivery charges and any other applicable charges are shown before the order is submitted.

For deliveries outside the European Union, the recipient may be responsible for import duties, customs charges and local taxes imposed by the destination country, unless the checkout expressly states that such charges are included. We do not control these charges and cannot determine their amount in advance.

Payment may be made using the methods displayed at checkout. Payment processing may be carried out by Shopify Payments or another authorised payment provider. We do not receive or store complete payment-card details where the payment provider processes them directly.

If the displayed price is affected by an obvious technical or typographical error, we will contact you before accepting the order. You may confirm the order at the correct price or cancel it. We will not unilaterally increase the price of an already accepted order.

8. Delivery and Transfer of Risk

Available delivery destinations, methods, prices and estimated timeframes are displayed on the website or at checkout. Any production period stated for a made-after-order item is separate from the carrier’s estimated transit time unless expressly stated otherwise.

We will deliver within the period agreed with you. If no delivery period has been agreed, delivery will take place without undue delay and no later than the maximum period required by applicable consumer law.

Delivery dates are estimates and may be affected by circumstances outside our reasonable control. If a delay occurs, we will provide information where reasonably possible. This does not limit any mandatory right you may have to request delivery within an additional appropriate period or to terminate the contract where the legal requirements are met.

The risk of accidental loss or damage passes to the consumer when the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the product. If the consumer independently appoints a carrier not offered by us, risk may pass when the product is handed to that carrier, as provided by applicable law.

Please provide a complete and accurate delivery address. We are not responsible for delay or additional costs caused solely by incorrect or incomplete information supplied by the customer, but we will make reasonable efforts to assist where possible.

Further delivery information is available in our Shipping Policy: https://vanesaateliers.com/policies/shipping-policy

9. Cancellations, Withdrawal, Returns and Complaints

Before an order is dispatched, you may contact us at support@vanesaateliers.com to request cancellation. We will try to process the request, but cancellation cannot be guaranteed once preparation or dispatch has begun. This does not affect any mandatory right of withdrawal.

Consumers purchasing at a distance generally have a statutory right to withdraw from the contract within 14 days from receiving the product, subject to the conditions and exceptions provided by law. The procedure, return address, allocation of return costs, refund timing and model withdrawal form are set out in our Return and Refund Policy: https://vanesaateliers.com/policies/refund-policy

The withdrawal exception for goods made to the consumer’s specifications or clearly personalised applies only where the product has genuinely been produced according to the individual customer’s specifications or has been clearly personalised. A product is not excluded from withdrawal merely because it is handmade, available in a limited quantity, produced after an order is placed or sold at a reduced price.

Consumers retain their mandatory statutory rights where a product did not conform to the sales contract at the time of delivery. A claim may be submitted within the statutory period provided by applicable consumer law. These rights do not cover normal wear and tear or damage caused after delivery by accident, impact, overloading, misuse, improper care or storage, exposure to water or chemicals, failure to follow the supplied care instructions, unauthorised repair or alteration, or any other action of the customer. Natural variations in the grain, texture, shade and markings of genuine leather do not constitute defects where they do not materially affect the product’s intended use or its conformity with the description. Where a valid lack of conformity is established, the remedies required by applicable law will apply. Vanesa Ateliers does not provide an additional voluntary commercial warranty unless this is expressly stated for a particular product.

If a parcel appears damaged or the product has a visible problem at delivery and the courier offers an “Open and Inspect” or equivalent service, please inspect it before accepting it. Where possible, refuse a visibly damaged parcel and ask the courier to record the condition in a damage report. Please also take photographs and contact us promptly. Failure to inspect the parcel at delivery does not automatically remove mandatory statutory rights, but prompt documentation helps establish when and how the damage occurred.

To submit a complaint, email support@vanesaateliers.com with your name, order number, description of the issue and, where possible, clear photographs. We may request that the product be returned for inspection. A complaint will be assessed on the basis of the product’s condition, the nature of the reported issue and the available evidence.

10. Care, Use and Customer-caused Damage

Leather products should be used, stored and maintained in accordance with the care instructions supplied with the product or published on the website. Genuine leather may develop a natural patina and show changes resulting from handling and exposure over time.

You are responsible for damage caused after delivery by improper use, overloading, impact, abrasion, liquids, unsuitable cleaning products, heat, prolonged sunlight, improper storage, unauthorised repair or alteration, or failure to follow the care instructions. This does not exclude our responsibility for a lack of conformity that existed at delivery.

11. Intellectual Property

The website and its contents—including the Vanesa Ateliers name and visual identity, product designs, photographs, videos, drawings, text, graphics, logos and layout—are owned by us or used with permission and are protected by applicable intellectual-property law.

You may access the website for personal, non-commercial use. You may not reproduce, copy, distribute, modify, publish, sell, commercially exploit or create derivative works from protected content without prior written permission, except where permitted by mandatory law.

Purchasing a product does not transfer any intellectual-property rights in its design, imagery or branding.

12. Acceptable Use of the Website

You must not use the website to violate any law, infringe the rights of another person, transmit malicious code, attempt unauthorised access, interfere with the security or operation of the store, submit false information, impersonate another person or carry out fraudulent activity.

We may restrict access where reasonably necessary to protect the website, customers or our legal rights. Any restriction will not affect rights arising from an order already accepted, except where action is required by law or to address fraud or misuse.

13. Third-party Services and Shopify

The website may use or link to services provided by Shopify, payment providers, couriers, analytics providers, social networks or other third parties. Their services may be governed by their own terms and privacy information.

We are responsible for our own obligations as the seller and cannot exclude that responsibility merely because a third-party provider is involved. We are not responsible for the independent content or conduct of an external website that we do not control. Please review the relevant third party’s terms before using an external service.

14. Privacy and Cookies

Personal data is processed in accordance with our Privacy Policy: https://vanesaateliers.com/policies/privacy-policy

Information about cookies and similar technologies is provided in our Cookie Policy: [INSERT COOKIE POLICY LINK BEFORE PUBLICATION]

Where consent is legally required for non-essential cookies, such cookies will be used only after the user has made the relevant choice through the cookie-consent mechanism. Consent may be withdrawn or preferences changed as described in the Cookie Policy.

15. Liability

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited, including mandatory consumer rights and liability for fraud, intentional misconduct, gross negligence, death or personal injury where applicable.

We are not responsible for loss caused solely by the customer’s misuse of a product, failure to follow care instructions, inaccurate information supplied by the customer, or an event outside our reasonable control, except to the extent that applicable law provides otherwise.

For consumers, we are responsible for losses that are a foreseeable consequence of our breach of the contract. We are not responsible for purely business losses where a consumer purchases a product wholly for personal purposes. Nothing in this section removes any remedy expressly granted by mandatory law.

16. Events Outside Reasonable Control

We are not liable for delay or failure caused by an event outside our reasonable control, such as severe transport disruption, natural disaster, fire, epidemic, war, civil disturbance, government action or major failure of communications or payment infrastructure, provided that we take reasonable steps to minimise the effect and perform our obligations as soon as reasonably possible.

If such an event materially prevents performance for an extended period, either party may exercise any cancellation or termination right available under the contract or mandatory law. Any amount due to be refunded will be returned without undue delay.

17. Complaints and Alternative Dispute Resolution

Please submit questions or complaints first to support@vanesaateliers.com, stating your name, order number and the nature of the issue. We will review the matter and respond within an appropriate period.

If a dispute cannot be resolved directly, consumers may seek assistance from the Bulgarian Commission for Consumer Protection (KZP) and the competent consumer conciliation commission. Information about alternative dispute resolution and the Bulgarian consumer conciliation commissions is available at: https://kzp.bg/bg/pomiritelna-komisiya

Participation in a conciliation procedure is voluntary unless mandatory law provides otherwise. This section does not limit either party’s right to seek protection before a competent court.

18. Governing Law and Jurisdiction

These Terms and sales contracts concluded through the website are governed by Bulgarian law.

If you are a consumer habitually resident in another country, this choice of law does not deprive you of any mandatory consumer protection provided by the law of that country that would apply in the absence of this choice.

Disputes may be brought before the courts competent under applicable law. A consumer retains the right to bring proceedings before the courts available to the consumer under mandatory rules of jurisdiction.

19. Changes to These Terms

We may update these Terms where reasonably necessary, including to reflect changes to the website, our business practices or applicable law. The version applicable to an order is the version made available when that order is placed. Changes will not retroactively alter an already concluded sales contract unless the parties agree or the law requires otherwise.

The current version and its effective date will be published on this page.

20. Severability and Interpretation

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law. The invalid provision will be treated in accordance with the applicable mandatory rules.

Nothing in these Terms should be interpreted as a waiver or restriction of a mandatory consumer right. In case of ambiguity, the Terms will be interpreted in accordance with applicable consumer-protection law.

21. Contact

Questions about these Terms, orders, returns or complaints may be sent to:

Vanesa Ateliers
Email: support@vanesaateliers.com
Telephone: +359877793955