Shipping policy

Shipping & Delivery Policy

At Citadel Atelier, every item is crafted and prepared with the utmost care and attention to detail. We want to ensure that your order arrives safely and as quickly as possible.

Below you will find all the details regarding processing times, shipping options, and estimated delivery times.

1. Order Processing Time

All our products are individually made/prepared. The processing time refers to the period needed to create, finish, and package your items before they are handed over to the shipping provider.

  • Rings: Processing time is 2 – 5 business days.

  • All other products: Processing time is 2 – 3 business days.

Note: Processing time is calculated from the date your order is confirmed and payment is received. Orders placed on weekends or public holidays will begin processing on the next business day.

2. International Shipping & Delivery Times

We ship worldwide using standard international shipping services. The estimated delivery time applies after the processing period mentioned above:

  • European Destinations: 5 – 10 business days

  • Non-European Destinations (Rest of the World): 10 – 15 business days

Please note: Delivery times are estimates and may vary depending on local customs procedures, weather conditions, or peak holiday seasons.

3. Customs, Duties & Import Taxes (For Non-EU Deliveries)

For orders shipped outside the European Union, custom duties, import taxes, or local handling fees may apply according to the destination country's regulations.

  • These charges are not included in the product prices or shipping fees shown at checkout.

  • All customs and import duties are the sole responsibility of the buyer. We recommend checking your local customs guidelines before placing an order.

4. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to trace your package in real time.

5. Damaged or Lost Packages

We ensure every piece is carefully packed to withstand international transit. However, if any issue arises upon delivery:

  • Damaged Items: If your package arrives visibly damaged, please request a damage report from the courier upon delivery and contact us within 48 hours with photos of both the packaging and the damaged item.

  • Delayed / Lost Packages: If your shipment significantly exceeds the estimated delivery time with no tracking updates, please reach out to us so we can initiate an inquiry with the postal/courier service.

6. Incorrect Addresses & Unclaimed Packages

Please double-check your shipping details at checkout to ensure accuracy.

  • We are not responsible for orders delivered to an incorrect address provided by the customer.

  • If a package is returned to us due to an incorrect address or because it was left unclaimed at the local postal office, any re-shipping costs will be the responsibility of the customer.

Contact Us

If you have any questions regarding the delivery of your order, feel free to contact us at:

  • Email: costintop@gmail.com

  • Working Hours: Monday – Friday, 09:00 – 17:00 (EET)