Shipping & Returns Policy
Our commitment to secure packaging, tracked domestic transit, and straightforward returns.
US Domestic Shipping & Packaging
At HELMI ATELIER, each piece of artisanal teaware, ceramic vessel, and collectible medallion is individually inspected prior to fulfillment. Because these works require careful handling, we use multi-layer protective cushioning, reinforced boxes, and custom inserts to ensure safe transit.
- Dispatch Time: Orders are processed and dispatched from our US facility within 1–2 business days.
- Carriers & Tracking: Shipments are handled via USPS Priority Mail or UPS Ground. Tracking numbers are automatically emailed upon dispatch.
- Shipping Rates: Standard tracked shipping rates are calculated at checkout, with complimentary shipping available on qualifying orders.
14-Day Return & Exchange Policy
We want you to be completely satisfied with your acquisitions. If you decide that an item does not suit your space or collection, you may initiate a return within 14 days of delivery.
Important Conditions for Returns:
- Original Condition: Returned items must be unused, unaltered, and free from cosmetic wear or signs of use.
- Original Packaging: Items must be returned in their original gift boxes, protective cushioning, and include all certificates or documentation.
- Return Shipping Responsibility: Buyers are responsible for return shipping arrangements and return postage costs. We strongly recommend using a tracked and insured shipping carrier, as we cannot issue refunds for items damaged or lost in return transit.
To initiate a return, please contact our support team at [email protected] with your order number and photos of the item in its packaging.
Transit Damage Guarantee
In the rare event that an item arrives damaged during transit, please photograph the damaged piece and the outer shipping box immediately, and notify us within 48 hours of delivery at [email protected]. We will immediately arrange a replacement or full refund.