Contact information
Contact Information Policy
Agapi & Timi Atelier
We value clear, warm, and reliable communication. This Contact Information Policy outlines how you can reach us, how we handle enquiries, and what you can expect when contacting Agapi & Timi Atelier.
📬 How to Contact Us
For all enquiries, including order questions, product information, custom requests, or support, you can reach us at:
Email: agapitimiatelier@gmail.com
We aim to respond within 1–7 business days.
🕊️ Order Enquiries
If you are contacting us about an existing order, please include:
- Your full name
- Order number in the subject line and body of email
- Email used at checkout
- A brief description of your enquiry
This helps us assist you quickly and accurately.
📷 Issues With Your Order
If your item arrives damaged or incorrect, please contact us within 7 days of delivery and include:
- Clear photos of the item
- Photos of the packaging
- A description of the issue
This allows us to assess the situation and resolve it in line with Australian Consumer Law.
💛 Custom & Personalised Orders
For custom requests, personalised designs, or special commissions, please reach out via email.
We will guide you through the process, timelines, and any additional details required.
📦 Shipping & Delivery Questions
For questions about shipping times, tracking, or delivery issues, please refer to our Shipping Policy.
If you need further assistance, contact us and we will help where possible.
🔐 Privacy of Your Information
Any personal information you provide when contacting us is handled in accordance with our Privacy Policy.
We do not share your details with third parties except where required to fulfil your order or comply with Australian law.
⏳ Response Times
We do our best to respond promptly, but during peak periods or holidays, response times may be slightly longer.
Your patience is appreciated as we handcraft and manage each order with care.
📣 Updates & Announcements
Official updates regarding processing times, product launches, or temporary closures will be shared via:
- Our website
- Email newsletters