Shipping policy

Last updated: 3 Apr, 2026

1. Shipping Coverage

We currently ship throughout the United Kingdom, Ireland, and France. All orders are delivered directly to the shipping address provided at checkout.

As a cross-border trader established in the Netherlands, we comply with applicable UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, with Irish consumer protection law, including the Consumer Rights Act 2022, and with applicable French consumer protection law.

2. Shipping Costs

We offer free standard shipping on all orders from the United Kingdom, Ireland, and France. All prices listed on our website include VAT. No additional or hidden fees will apply at checkout.

3. Order Cut-Off Time

Cut-off time per country:
• UK: 5:00 PM GMT
• Ireland: 5:00 PM GMT
• France: 6:00 PM CET

Orders placed before your local cut-off time (Monday to Friday) are processed the same day. Orders placed after the cut-off time, during weekends, or on UK, Irish, or French public holidays are processed the next working day.

4. Order Processing Time

We aim to process all orders within 1 to 3 business days, Monday to Friday (excluding public holidays). Each order is carefully packed and dispatched.

5. Delivery Time

Most customers receive their orders within 6 to 10 business days from the date of purchase. This includes 1 to 3 business days for processing and 5 to 7 business days for delivery after dispatch.

6. Shipping Carriers

We work with trusted courier services including Royal Mail, DHL, UPS, and FedEx. The carrier is selected based on your delivery location to ensure efficient and reliable service.

7. Tracking Information

Once your order has been dispatched, you will receive a confirmation email with a tracking number. You can track your parcel via our Track & Trace page.

8. Failed Deliveries & Unclaimed Parcels

If you are unavailable at the time of delivery, your parcel may be redirected to a nearby collection point or scheduled for redelivery. Unclaimed parcels returned to us will result in a follow-up email to arrange reshipment. Additional shipping costs will only be charged if the return was due to incorrect or incomplete information provided by the customer. Otherwise, you may choose reshipment at no extra cost or a refund. This does not affect your statutory rights if the delivery issue was caused by us or the carrier.

9. Incorrect Shipping Details

Please ensure your shipping information is accurate at checkout.
We are not responsible for delays or losses resulting from incorrect or incomplete addresses provided by the customer. In such cases, reshipment will require additional payment. If you choose not to reship, we may issue a refund minus any return shipping costs that were charged to us by the carrier as a direct result of the incorrect address. This does not affect your statutory rights if the delay or loss was caused by us or the carrier.

10. Damaged, Defective, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible, ideally within 7 days of delivery, at info@thesouthernatelier.com for faster resolution.
Include your order number and clear photos of the issue. Once confirmed, we will send a free replacement or, if preferred, issue a full refund.
Nothing in this section affects your statutory rights as a UK, Irish, or French consumer, including the right to reject faulty goods within 30 days of delivery.

11. Lost or Delayed Parcels

A parcel is considered officially lost if not delivered within 30 days from dispatch. At that point, you may request a replacement or full refund in line with your statutory rights.

12. Contact Information

Still have questions visit our FAQ page or use the contact information below for more help.

Company Name: The Southern Atelier
Business Address: Weegschaalstraat 3, 5632 CW Eindhoven, North Brabant, Netherlands. (registered office – company established in the Netherlands and not registered in the UK, Ireland, or France)

  • UK consumer law applies to UK customers
  • Irish consumer law applies to Irish customers
  • French consumer law applies to French customers

Email: info@thesouthernatelier.com
Phone: +447577004779
Contact Form: Here

Customer Service Opening Hours:
Monday – Friday: 8:00 AM – 5:00 PM
Saturday – Sunday: Closed

  • UK (GMT/BST, depending on the season)
  • Ireland (GMT/IST, depending on the season)
  • France (CET/CEST, depending on the season)

We usually respond to all requests within 24 hours on business days.