FAQ


What is the shipping rate?
Netherlands    € 4,95 
Belgium           € 8,50
Europa             € 14,95
USA                 € 39,95

Free shipping
Netherlands    above €100 
Belgium           above €100
Europa             above €150

Shipping rates facemask
Netherlands    € 3,95  free shipping above 4 items
Belgium           € 7,50
Europa             € 9,95
USA                 € 29,95

Which countries do you ship to?
Besides the Netherlands we ship to: most countries within the EU and the USA. Do you live in an other country and you would like to order one of our products please send us an email at online@atelierneutral.com and we will calculate the shipping cost for your region. 

When will my order dispatch
All orders will be dispatched within 2-3 business day.

Delivery times
Benelux
–  Post NL: 1-2 business days
Europe 
–  DHL Economy or Post NL: 3-5 business days
United States
–  DHL Express: 3-5 business days

Please note that the delivery times as listed above are estimations only and do not take into account possible delays caused by third parties. 

Can I return our exchange my purchase?
If you would like to exchange your return a product you have 14 days form the delivery date to return your product back to our office. Atelier Neutral will refund your returned items within 14 days through the same payment method as used. We do not refund the shipping cost. The product should be sand back in the original packaging and in the same condition as send. 

Where and how are the products of Atelier Neutral made?
All our products and art are made in our atelier in Amsterdam.

How do I clean my pillows?
In case you want to clean you pillow, you can clean it easily with water and some mild soap (don’t use bleach or soap containing alcohol). You can also clean your pillow in the washing machine with mild soap on 40 degrees. Do not use the dryer. 

My product I received doesn’t completely match the photos on the website, why is this?
Atelier Neutral only use authentic batik fabrics and in our atelier hand-dyed linnen which is handcrafted, meaning that every product in unique. De prints will be slightly different depending on the way it's cut. However, we believe that this is whats makes your piece even more beautiful in your home. Therefore, we won’t accept this as a reason to send back your product.

When something is out of stock?
It is depending on the product. Please send us an e-mail and then we’ll let you know if the item is coming back or it's completely y sold out! You can pre-order your favourite one with us to make sure you won’t miss out again.

The pillow is sold out, is it coming back in stock?
unfortunately not, we are working with authentic batik’s that means that we have a limited stock. you can find on the productpage in which editions, the pillow is made.

A Print is sold out, is it coming back in stock?
unfortunately not, we are working with a a certain number of prints, that means that we have a limited stock. you can find on the productpage in which editions, the prints are coming. 

What type of payments do you accept?
We accept Visa, Mastercard, Maestro, PayPal, Apple Pay, Google Pay and Shop Pay.

Is VAT included in the price?
Yes, VAT is included in the prices mentioned on the website.

My size is sold out but it’s still available in a different size?
Please send us a email with the style you are looking at so we can see if we can arrange something for you. 

FACEMASKS


Can I wash the mask?
Yes, you can wash the batiks mask in the washing machine on 60 degrees.

    Can I put the mask in the dryer? 
    No, if you wish to use your mask for a while do not put it in the dryer.

    After washing my mask it lost its shape what can I do?

    Ironing your mask will put the mask back in shape. Iron it from the inside out towards the elastic ear straps.

    Do you provide filters with the masks?

    No there are many suggestions what kind of filter you are able to use. We only provide the mask itself. 

    Where can I put the filter?

    The filter can be put between the panel and the inside of the mask.

    Can I return the mask? 
    No, because of hygienic reasons you can't return the mask 

    I have a company and wish to have my own masks are you able to produce that?
     
    Yes we are able to make custom-made masks send a mail to info@staysafeamsterdam.nl to discuss possibilities.