Out Of Stock Policy

At Atelera, every piece in our collection is sourced through a quiet network of suppliers and partners. Because our inventory is curated rather than mass-produced, availability can shift between the moment an order is placed and the moment it is prepared for dispatch. This policy explains how we handle these rare occasions, and the care we take to ensure you are never left in the dark.

When an Item Becomes Unavailable

In the unlikely event that an item you have ordered is no longer available, our team will contact you directly within 24 hours of identifying the issue. You will be offered three options:

A comparable alternative, hand-selected from our collection
Store credit, valid against any future purchase
A full refund to your original payment method

We will always lead with care, not convenience. If an alternative is offered, it will be chosen with the same intention as your original selection.

Response Window

To ensure orders are resolved promptly, we ask that you respond to our message within 3 to 5 business days.

If we do not hear from you within this window, your order will be automatically cancelled and refunded in full to your original payment method. No further action is required on your part. Refunds typically appear within 5 to 10 business days, depending on your bank or card issuer.

Partial Orders

If your order contains multiple items and only one is affected, the remaining items will ship as normal. The unavailable item will be handled separately under the process outlined above, so the rest of your order is never delayed.

Our Commitment to You

We hold ourselves to a higher standard than the inventory systems we work with. To minimise the chance of this happening at all:

Stock levels across our supplier network are reviewed three times daily
Suppliers with recurring availability issues are removed from our roster
Every new supplier is vetted before their pieces enter our collection

Our intention is simple. When you order from Atelera, the experience should feel considered from beginning to end. On the rare occasion that something falls short, we resolve it quickly, transparently, and on your terms.