FAQs
Order Information
How can I modify my order?
Because most of our products are made to order, modifications can only be made within a short time after placing your order. If you need to change personalization details or correct information, please contact us as soon as possible at support@evercraftatelier.com. We’ll do our best to assist if production has not yet started.
How do I cancel my order?
Order cancellations are only possible before production begins. Once an order has entered production, it cannot be canceled due to its personalized nature. If you believe your order may still be eligible for cancellation, contact us immediately.
Can I change personalization details after ordering?
Personalization changes may be possible shortly after placing your order. Please email us with your order number and the correct details as soon as possible. Once production starts, changes can no longer be guaranteed.
Shipping & Delivery
When will I receive my order?
All EverCraft Atelier products are made to order. Production times vary depending on the item, followed by shipping time based on your location. Estimated delivery times are provided at checkout. Please note that delivery times may be longer during peak seasons or holidays.
How can I track my package?
Once your order ships, you’ll receive a confirmation email with a tracking link. Please allow 5–7 business days for tracking information to appear, as carriers may need time to scan the package into their system.
My tracking number is not updating — what should I do?
If tracking information has not updated, this usually means the carrier has not yet processed the package. Please allow a few additional days. If tracking does not update after a reasonable time or your delivery is overdue, contact us and we’ll assist you.
Do you ship internationally?
Yes, we ship to many countries worldwide. International orders may take additional time due to customs clearance. EverCraft Atelier has no control over customs delays and appreciates your patience.
Ordering & Checkout
How do I place an order?
Select your product, enter the required personalization details, add the item to your cart, and proceed through checkout. Please review all personalization information carefully before submitting your order.
I didn’t receive my order confirmation email
Order confirmation emails are sent automatically after purchase. Please check your spam or junk folder. If you still can’t find it, contact us at support@evercraftatelier.com and we’ll resend it.
How do I use a discount or promo code?
You can enter your discount code during checkout in the designated field before completing your purchase. Only one promo code may be used per order unless stated otherwise.
Returns, Replacements & Refunds
What is your replacement and refund policy?
Because our products are personalized, we do not accept returns or refunds unless the item arrives damaged, defective, or incorrect due to our error. Please review our full Replacement & Refund Policy for details.
What should I do if my item arrives damaged or incorrect?
Contact us within 7 days of delivery at support@evercraftatelier.com, including your order number and clear photos of the issue. We will review your request and arrange a replacement if approved.
How do I request a replacement?
To request a replacement, email our support team with your order number, a description of the issue, and photos showing the problem. Once approved, we’ll take care of the next steps.
Payments & Security
What payment methods do you accept?
We accept major credit and debit cards and other secure payment options available at checkout, depending on your location.
Why was my payment declined?
Payments may be declined for various reasons, including incorrect card details, insufficient funds, or bank security restrictions. Please try again or contact your bank for more information.
Is my payment information secure?
Yes. All payments are processed through secure, encrypted payment gateways. EverCraft Atelier does not store your payment information.
Product & Customization
Are all products personalized?
Most of our products are personalized and made to order. Product pages clearly indicate whether customization is available and what information is required.
Can I request special customization or changes?
If you have a special request, please contact us before placing your order. While we can’t guarantee all custom requests, we’ll do our best to help when possible.
What materials are used in your products?
Material details are listed on each product page. We carefully select materials to ensure quality, durability, and a premium finish.
How should I care for my personalized items?
Care instructions vary by product and can usually be found on the product page or included with your order. Proper care will help maintain the quality and appearance of your item over time.
Customer Support
How can I contact EverCraft Atelier?
You can reach our support team anytime by email at support@evercraftatelier.com.
What is your response time?
We typically respond within 24 hours, Monday through Friday. During peak seasons, response times may be slightly longer, but we always strive to reply as quickly as possible.