Shipping Policy

Orders ship from the United States. We deliver to these 25 countries: United States, Canada, United Kingdom, Ireland, Germany, France, Netherlands, Belgium, Spain, Italy, Portugal, Austria, Switzerland, Sweden, Norway, Denmark, Finland, Poland, Czechia, Australia, New Zealand, Japan, South Korea, Singapore, United Arab Emirates.

The country list at checkout is the definitive one. If your country is not on it, we can’t ship there yet — write to us and we’ll tell you if that is about to change.

Shipping is a flat rate per order, set by the destination. It is calculated from your order subtotal — the items, before shipping — and shown at checkout before you pay.

In-stock orders are packed and handed to the carrier within 1–⁠2 business days after your payment is confirmed. Business days are Monday to Friday, excluding US federal holidays; orders paid on a weekend or holiday are processed from the next business day.

Before a parcel is sealed, a member of our team checks it against your order: the right model, the right colour or size, and everything listed under “In the box” on the product page.

These are the carriers’ typical times, not guarantees. Weather, peak seasons and customs inspections can add days, and once a parcel has left us its speed is in the carrier’s hands. If a delay goes beyond the normal range, we chase the carrier for you.

Items marked “Pre-order” are not in stock yet. They are paid at checkout and shipped as soon as stock arrives. If an order combines pre-order and in-stock items, we ship it complete once everything is here; if you would rather receive the in-stock items first, email [email protected] and we’ll tell you what is possible.

If we can’t ship an order within the time we indicated, we tell you before that time runs out, and you choose between waiting and cancelling for a full refund.

Atelier custom builds are made after you approve the design. Production takes:

• Atelier Custom Mouse: 2–⁠4 weeks after design approval
• Atelier Custom Keyboard: 3–⁠5 weeks after design approval
• Atelier Custom Deskmat: 7–⁠12 business days after design approval

Transit time is added once the build ships. Your build manager confirms the timeline for your build before you pay.

After you pay, you land on your order page. It confirms the payment and lists your items and shipping address — bookmark it, and keep the link private.

When your order ships, we email the tracking number to the address you entered at checkout. If it hasn’t arrived within the processing time above, check your spam folder, then write to us.

We ship to the address entered at checkout, exactly as written. Please check it carefully, especially apartment or unit numbers and postal codes.

To correct an address, email [email protected] with your order number straight away. We can change it until the parcel is handed to the carrier, but not after.

If a parcel comes back to us as undeliverable because the address was incomplete or incorrect, we reship it once you have paid the shipping again, or refund the items minus the original shipping charge — your choice.

Orders shipped outside the United States may be charged import duties, taxes such as VAT or GST, and carrier brokerage fees by the destination country. These charges are not included in our prices or shipping rates, are set by your country’s customs authority, and are paid by the recipient — usually to the carrier at delivery.

We declare the actual contents and value of every parcel, as the law requires. We can’t mark orders as gifts or declare a lower value.

If you refuse a parcel because of these charges, we treat it as a return: once it is back with us, we refund the items, minus the original shipping charge and any return fees the carrier bills us. See our returns policy.

• Damaged in transit: photograph the parcel and the item before you throw away any packaging, and email [email protected] as soon as you can — ideally the day it arrives, and no later than 30 days after delivery. We replace or refund damaged items at no cost to you.
• Missing or wrong item: send us your order number and a photo of what you received. We send what is missing or correct, and arrange the return of anything sent in error at our cost.
• Lost in transit: if tracking has stopped moving for several business days or the delivery estimate has passed, tell us. We open a trace with the carrier, and once it confirms the parcel is lost, we reship your order or refund it in full.
• Marked delivered but not received: check with neighbours, your building’s mailroom and any safe place the carrier may have used, then contact us. We file a claim with the carrier and work it through with you.

Include your order number when you write — it lets us answer in one reply.