FREQUENTLY ASKED QUESTIONS

MOST COMMON QUESTIONS
WHEN CAN I EXPECT MY ORDER?

We prepare orders for shipment within 1 to 2 business days. Once dispatched, delivery normally takes another 4 to 7 business days, so allow around 5 to 9 business days in total. Tracking is included with every order at no cost.
WHERE WILL MY PACKAGE BE SENT FROM?

Colorful Atelier works with international fulfillment partners, and orders are dispatched through our network in Asia. Returns from customers in the United States are handled at our authorized facility at

3450 NW 115th Ave, Doral, FL 33178, United States.
CAN I SEND AN ITEM BACK?

Yes. You have 30 days from delivery and you do not need to give a reason. Lighting is fragile, so send it back in its original packaging with the inner protection if you still have it. The full conditions are on our Refund & Return Policy page.
HOW CAN I FOLLOW MY DELIVERY?

Once your parcel leaves the fulfillment center, a tracking link is emailed to you within 24 hours. Follow that link to see where the shipment is. It sometimes takes a day and a scan or two before tracking starts moving.
WHICH FORMS OF PAYMENT ARE AVAILABLE?

We accept Visa, Mastercard, American Express and Discover. You can also pay with Apple Pay, Google Pay or Shop Pay.
HOW DO I REACH COLORFUL ATELIER?

Email our customer care team at support@colorfulatelier.com or call +1 (239) 523-9644. Every email is answered within one business day.

Phone support is available Monday to Friday, 9:00 AM to 5:00 PM EST, and Saturday and Sunday, 9:00 AM to 1:00 PM EST.

OTHER QUESTIONS
DO YOU SHIP OUTSIDE THE UNITED STATES?

Not at the moment. We ship within the United States only, including Alaska and Hawaii, where delivery can take a few business days longer.
HOW MUCH DOES SHIPPING COST?

Shipping is free on every order within the United States. There is no minimum order value and no handling fee.
CAN I CHANGE OR CANCEL MY ORDER?

Yes, within 12 hours of placing it. Email support@colorfulatelier.com with your order number and we will change the address or cancel it free of charge. After 12 hours your order may already be in processing, but you can still return it once it arrives.
WHO PAYS FOR RETURN SHIPPING?

Return shipping is paid by the customer, usually between $8.95 and $14.95 depending on the parcel and the carrier you choose. Heavier or oversized pieces such as tall floor lamps cost more, so email us first and we will give you an estimate. If your item arrived damaged, faulty or is not what you ordered, we cover the return shipping in full.
MY ITEM ARRIVED DAMAGED OR IS NOT WHAT I ORDERED. WHAT NOW?

Email support@colorfulatelier.com within 30 days of delivery with your order number and a photo of the piece and the outer packaging. We will send a free replacement or issue a full refund, and we pay the return shipping.
ARE BULBS INCLUDED?

No. Our fixtures ship without bulbs, so you can pick the color temperature and brightness you want. Every product page lists the socket the fixture takes, for example E26 or E12, and how many it holds. LED fixtures with a built in light source are marked as such on the page.
HOW DO I CLEAN AND CARE FOR MY LIGHTING?

Care notes are on every product page. As a general rule, switch the fixture off and let it cool first. Metal and glass take a dry or barely damp cloth. Woven rattan is best dusted with a soft brush, and it should stay out of damp rooms. No sprays or solvents on any finish.
IS IT SAFE TO PAY ON THIS SITE?

Yes. Our store runs on SSL encryption and payments are handled by PCI DSS compliant providers. Your card details go straight to the payment processor and are never stored on our servers.

CONTACT US

Available from Monday to Friday, 9am to 5pm. Available on Saturday and Sunday from 9am to 1pm.