CUSTOMER SERVICE
SHIPPING
Each order is carefully packed and shipped within 2–3 business days, as long as the item is in stock. We deliver orders through Nova Poshta or Ukrposhta, delivery within Ukraine usually takes 2 to 5 business days. For international orders, delivery time is usually 2 to 4 weeks, depending on your location + allowing up to 2 business weeks for order production. We’re happy to ship worldwide, except to Russia and Belarus. If you have questions about shipping methods, timeframes, or special requests — don’t hesitate to contact us, we’re always happy to help.
PAYMENT
We offer several reliable and secure payment options: Online payment — orders can be placed through the WayForPay payment system which supports Visa and MasterCard. Bank transfer — payment can be made by direct bank transfer using account details. If you have additional questions about payment, please contact our support team.
CUSTOM ORDERS
We’re happy to create jewelry specifically for you. Contact us to discuss the details of your custom order — we’ll do everything possible to bring your idea to life. Production time: approximately 4-6 business weeks. Additional charges may apply for custom work. Let’s create something special together.
RETURNS & EXCHANGES
TENSHI ATELIER brand items are not subject to return or exchange, except in cases where a manufacturing defect is found. You have the right to refuse an order upon receipt if the delivered item does not match what was ordered. In such cases, it must be returned to the courier immediately upon delivery in its original packaging along with all accompanying documents. If you have questions about quality or completeness during acceptance, please immediately notify our manager at: info@tenshiatelier.gmail.com
DAMAGE AND REPAIRS
If your order arrived damaged, please notify us within 24 hours of receipt. For orders placed through our official website or Instagram, contact us at: info@tenshiatelier.gmail Be sure to include clear photos and videos of the product and a detailed description of the damage — this will help us assist you as quickly as possible. We’ll do everything possible to resolve the situation promptly.
GIFT CARDS
The Tenshi Atelier gift certificate is an elegant gesture of attention, embodied in physical format with a unique one-time code for use exclusively on tenshiatelier.com Please note: the card is sent by mail — the code is not sent by email. Since the card is intended for one-time use, please treat it with special care — like cash. Tenshi Atelier is not responsible for loss or theft of gift cards. Cards have no expiration date, are not subject to return, transfer, exchange, or cash refund.