Frequently Asked Questions
Overview
A set of short answers to common requests, misunderstandings, and logistical concerns.
Orders
Q: Can I cancel an order?
A: If production has not yet started, you may request a cancellation within 24 hours of placing the order by contacting us via email. Once production is in progress, cancellation is no longer possible.
Q: How long does production take?
A: Production times vary depending on the product and quantity. Most items are produced and prepared for shipping within 1-2 business days. Made-to-order or limited pieces may require additional time.
Q: Do I need an account to place an order?
A: No. You can place an order as a guest. Creating an account allows you to track orders and access invoices.
Q: Do you offer gift options?
A: Yes. You may select “Send as a gift” at checkout. Digital gift cards are also available.
Payments
Q: What payment methods do you accept?
A: All payments are processed through a secure online payment gateway (Stripe). Card transactions are protected with full SSL encryption to ensure the safety of your personal and payment information.
Discounts
Q: Do you offer discounts on orders?
A: Yes. Discounts are automatically applied to single orders that meet the following thresholds:
- Orders over €500 — 5% discount
- Orders over €1,000 — 10% discount
- Orders over €2,000 — 15% discount
- Orders over €3,000 — 20% discount
Discounts do not apply to custom-made orders, gift vouchers, or promotional items.
Shipping & Delivery
Q: How long does delivery take?
A: Delivery within the EU usually takes 3–5 business days after order confirmation, excluding weekends and public holidays.
Q: Which courier services do you use?
A: We work with trusted third-party courier services. The specific courier depends on the destination. All shipments include tracking.
Q: Is local pickup available?
A: Yes. Local pickup may be available in Bulgaria by prior arrangement. If applicable, this option will appear during checkout.
Q: Where do you ship?
A: Transport costs within the European Union are included in the selling price. For countries outside the EU, the delivery time and delivery cost are calculated by the website platform.
Returns & Refunds
Q: Can I return an item if I change my mind?
A: In accordance with EU consumer law, you may withdraw from a distance sales contract within 14 days of receiving the goods, except for products that are made to order or manufactured according to individual customer requirements.
Q: What items cannot be returned?
A: Returns are not accepted for:
- custom or made-to-order items;
- products with natural variations in color, finish, or texture;
- items damaged due to improper use, handling, or storage.
Q: What if my item arrives damaged or defective?
A: If your item is damaged during transport, you must notify us within 24 hours of delivery. Please email us with your order number, a description of the issue, and clear photos. We may offer a repair, replacement, or refund, depending on the case.
Q: When will I receive my refund?
A: Refunds are processed within 14 business days after we receive and inspect the returned item.
Product & Materials
Q: Are your products handmade?
A: Yes. All objects are produced in small batches and finished by hand in our studio.
Q: Do products vary in appearance?
A: Yes. Due to the nature of our materials and production process, slight variations in tone, texture, or surface finish may occur. These are considered part of the product’s character.
Q: Can I request a custom size or color?
A: Custom requests may be possible. Please contact us to discuss availability and feasibility.
Q: Are the products suitable for indoor or outdoor use?
A: Most products are suitable for both indoor and outdoor use, unless otherwise stated in the product description.
Q: What finishes can I expect from the products?
A: Typical finishes include:
- Smooth surfaces, either glossy or matte
- Grit surfaces, usually speckled
- Roughened surfaces that imitate the feel and appearance of natural stone
Account, Privacy & Data
Q: How do you use my personal data?
A: We collect and process personal data only as necessary to fulfill orders, operate the website, and comply with legal obligations, in accordance with GDPR.
Q: Can I access or delete my personal data?
A: Yes. You may request access to or deletion of your personal data by contacting us at info@ambiental-e.com, subject to legal requirements.
Q: How can I contact you?
A: For all inquiries related to orders, returns, privacy, or products, please email us at: info@ambiental-e.com
