Delivery Information

At AtelierCasa.es, we work to ensure that every order reaches the customer safely, clearly and in an organised way. On this page you will find information about delivery areas, costs, delivery times, transport conditions and order receipt.

1. Delivery area

AtelierCasa.es delivers only within the territory of Spain.

Unless expressly stated otherwise, we do not deliver outside Spain.

Some areas, islands, rural locations, hard-to-access addresses or addresses with logistical restrictions may be subject to special conditions, additional costs or longer delivery times.

2. Transport companies

Orders may be delivered through external transport companies or through AtelierCasa.es own delivery services.

The transport operators we may use include:

Correos
GLS
SEUR
AtelierCasa.es own delivery services

The specific transport company may vary depending on the product, order volume, destination, logistics availability and delivery conditions.

3. Delivery cost

The delivery cost will be shown, where applicable, during the checkout process before the order is confirmed.

Some products or promotions may include free delivery. In such cases, this will be expressly indicated on the product page, shopping cart, promotion or order confirmation.

Additional transport costs may apply to bulky orders, furniture, made-to-order products, custom-made furniture, special areas or hard-to-access addresses.

4. Standard delivery conditions

Standard delivery is made to the point accessible to the carrier, usually at street level, building entrance, doorway or an agreed point that is safe and accessible for the delivery vehicle.

Standard delivery does not include carrying the product upstairs, delivery to an upper floor, entry inside the home, assembly, installation, unpacking, removal of packaging or removal of old furniture, unless expressly stated in writing and contracted as an additional service.

The customer must arrange, by their own means, any carrying upstairs, internal movement, assembly or additional handling of the product after delivery.

5. Accessibility of the property

Before placing the order, the customer must check that the product can be properly delivered to the indicated address and that there is an accessible point for the carrier.

In the case of furniture or bulky products, the customer must check in advance the access points, doors, building entrance, lift, stairs, corridors, common areas, building restrictions, pedestrian areas and possible loading and unloading limitations.

AtelierCasa.es shall not be responsible for the impossibility of delivery caused by lack of access, incorrect address, absence of the customer, building restrictions, narrow doors, incompatible stairs, absence of a suitable lift or any other physical or logistical circumstance of the delivery location.

If delivery cannot be completed for reasons attributable to the customer, additional transport, return, storage, redelivery or special service costs may be borne by the customer.

6. Delivery times

Delivery times indicated on AtelierCasa.es are estimates and may vary depending on product availability, supplier, delivery area, transport company, order volume or circumstances beyond the control of AtelierCasa.es.

An estimated delivery time may be indicated on the product description, shopping cart or order confirmation.

Products in stock usually have a shorter delivery time than made-to-order products, personalised products or custom-made furniture.

For made-to-order products, personalised products or custom-made furniture, delivery times may be longer and will depend on the manufacturer, supplier, availability of materials, manufacturing process, personalisation and transport.

AtelierCasa.es will inform the customer of any significant delay of which it becomes aware.

7. Contact before delivery

Whenever possible, the transport company or AtelierCasa.es will contact the customer before delivery to inform them of the estimated delivery date or time slot.

Communication may be made by telephone, email, SMS, WhatsApp or another channel provided by the customer.

Delivery time slots are estimates and may be affected by transport routes, traffic, logistics incidents, weather conditions or other circumstances beyond the control of AtelierCasa.es.

8. Order tracking

When the carrier allows it, the customer may receive order tracking information by link, tracking number, email notification, SMS or another available channel.

Not all orders necessarily have real-time online tracking, especially own deliveries, bulky products, custom-made furniture or specially managed deliveries.

9. Receipt of the order

At the time of delivery, the customer must check the external condition of the packages before accepting them.

If the packaging shows visible damage, dents, tears, moisture, tampering or any sign of deterioration, it is recommended to note this on the carrier’s delivery note, where possible, and inform AtelierCasa.es as soon as possible.

It is also recommended to take photographs of the packaging and the product in the event of damage or incidents in order to facilitate the handling of the claim.

Accepting delivery without observations does not prevent the customer from exercising their legal rights, but it may make it more difficult to verify visible damage caused during transport.

10. Damaged, incomplete or incorrect order

If the customer receives a damaged, incomplete, defective or incorrect product, they must contact AtelierCasa.es as soon as possible.

To manage the incident, the following information may be requested:

Order number.
Customer name and contact details.
Clear description of the incident.
Photographs of the product.
Photographs of the external and internal packaging.
Photograph of the transport label, where necessary.

You can contact us at: [email protected].

11. Customer absence or failed delivery

The customer is responsible for providing a complete, correct and accessible address, as well as a valid telephone number and email address to manage the delivery.

If delivery cannot be made due to the customer’s absence, incorrect address, lack of response, impossibility of access, unjustified refusal of the order or lack of cooperation, additional costs may be generated.

Such costs may include redelivery, return, storage, additional transport or logistics management, and may be borne by the customer where applicable.

12. Bulky products and furniture

Some furniture or bulky products may be delivered disassembled, packed in boxes and accompanied by assembly instructions and accessories, where applicable.

Before purchasing, the customer must check that the dimensions of the product and its packaging are compatible with the delivery address and the place where the product is intended to be placed.

AtelierCasa.es shall not be responsible for the impossibility of introducing, carrying, moving or installing the product inside the home where the contracted delivery does not include such services.

13. Custom-made furniture and personalised products

Custom-made furniture, personalised products or made-to-order products may have special delivery conditions and longer delivery times than products in stock.

The estimated delivery time will depend on the manufacturer, supplier, availability of materials, manufacturing process, personalisation, transport and order volume.

Before confirming an order for custom-made furniture, the customer must carefully review measurements, finishes, colours, materials, composition, design, delivery address and property accessibility.

Reasonable delays arising from manufacturing, availability of materials or logistics shall not automatically entitle the customer to cancel the order, except in the cases provided for by law.

14. Payment and delivery

The payment methods available on AtelierCasa.es will be shown during the checkout process.

AtelierCasa.es may accept payments by Stripe, PayPal, Bizum and bank transfer, depending on availability at any given time.

For made-to-order products, personalised products or custom-made furniture, AtelierCasa.es may request full or partial payment before starting the preparation, manufacture, adaptation or ordering of the product.

Unless expressly stated otherwise, cash on delivery is not offered at the time of delivery.

15. Delivery photographs

To prove delivery and manage possible incidents, AtelierCasa.es or its carriers may take photographs of the delivered packages at the delivery location.

These photographs will focus, as far as possible, exclusively on the packages and will avoid capturing people, identity documents, vehicle registration plates, visible names or other unnecessary personal data.

If personal data is accidentally captured, it will be used only to verify delivery, manage incidents, handle claims or defend legitimate rights.

16. Frequently asked questions

What is the delivery cost?

The delivery cost will be shown during the checkout process before the order is confirmed. Some products or promotions may include free delivery.

Is delivery available throughout Spain?

Yes, AtelierCasa.es delivers only within Spain. Some areas may have special conditions, additional costs or longer delivery times.

Is it possible to track the order status?

When the carrier allows it, we will send tracking information by email, SMS or another available channel. Some special, bulky or custom-made orders may not have real-time online tracking.

What time are furniture deliveries made?

Whenever possible, the carrier or AtelierCasa.es will inform the customer of an estimated date or time slot. Delivery time slots are approximate.

Will I be contacted before delivery?

Whenever possible, the customer will be contacted before delivery by telephone, email, SMS, WhatsApp or another available channel.

Does the carrier carry the furniture into the home?

No. Standard delivery does not include carrying the product upstairs, delivery to an upper floor, entry inside the home, assembly or installation, unless expressly stated in writing and contracted as an additional service.

How long does delivery take?

The delivery time depends on the product, availability, supplier, delivery area and type of transport. Made-to-order products, personalised products or custom-made furniture may have longer delivery times.

What happens if the order is delayed?

If we become aware of a significant delay, we will inform the customer as soon as possible. The indicated delivery times are estimates and may vary due to logistics, supplier, transport, manufacturing or force majeure reasons.

What should I do if the product arrives damaged?

You must contact AtelierCasa.es as soon as possible at [email protected], indicating the order number and attaching photographs of the product, packaging and transport label where possible.

17. Contact

For any questions about the delivery of an order, you may contact AtelierCasa.es:

Email: [email protected]
Telephone: +34 66 383 69 62
Postal address: Calle Ebanista Hervas 17, Piso 3, 3A, 12004 Castellón de la Plana, Castellón, Spain