To deliver the ordered goods, we use the shipping companies PPL or DHL Freight / PPL Sprint (intended for bulkier or larger shipments). The choice of shipping carrier and the number of shipments are determined solely by the sender (Ateliér Maur s.r.o.) based on the volume and type of shipments/packages.
Standard shipping: 165,- CZK excluding VAT / package (the final shipping cost will be billed based on the number of packages shipped).
You will automatically receive a shipping notification via text message or email.
You can track the location of your shipment at: https://www.ppl.cz/vyhledat-zasilku.
In most cases, orders are delivered by the next business day.
Notification of delivery of a package via text message or email.
In the event of a failed delivery, the courier will send an SMS notification (this information will also be sent by email).
When using this method of transportation, you must provide a phone number where you can be reached.
Please check the condition of the package when you receive it to make sure it is not damaged in any way.
In the event of any damage or suspected damage, please note this fact and the details of the damage in the driver’s report when signing for the shipment. If you have any doubts about the condition of the packaging or the shipment, you have the option to refuse the shipment. In such a case, please notify us immediately, and we will agree on the next steps together.
If you accept the package and later discover that it is damaged or that its contents are missing, you must file a claim for the damaged package within 48 hours of receipt.
CLAIMS
Claims must be filed without undue delay after the the reason for the complaint was identified, but no later than 2 business days after delivery of the shipment, by phone at 377 240 033 or by email at: infoatelier@ateliermaur.cz.
Procedure for filing a complaint:
1. Accept the shipment with reservation:
If the packaging is
visibly damaged upon delivery, report it immediately to the driver and note it on the
waybill.
2. Reporting Damage:
If damage to
the shipment is discovered, the customer is required to file a claim immediately without
unnecessary delay in writing via email to: infoatelier@ateliermaur.cz.
3. Preparing Documents:
To file a claim, you must
provide the shipment number, invoice or delivery slip, and photographic evidence (take photos of
the damaged goods, the internal padding, and the outer packaging, including the shipping label).
4. Retaining the packaging:
Do not throw away a damaged package or its
packaging; PPL may request to inspect them.
Processing
of a claim:
PPL’s standard
processing time for a fully documented claim is 30 days.
Shipments with larger dimensions or pallet shipments (the final shipping cost will be billed based on actual shipping costs—depending on the dimensions and weight of the shipment).
You will automatically receive a shipping notification via text message or email.
You can track the location of your shipment at: https://www.dhl.com/cz-cs/home/tracking/sledovani-freight.html.
The shipment number or ID is a combination of numbers and, in some cases, letters, which uniquely identifies your shipment for domestic and international tracking.
In most cases, orders are delivered within 2–3 business days.
Delivery Notification via text message or email.
In the event of a failed delivery, the courier will send an SMS notification (this information will also be sent by email).
When using this method of transportation, you must provide a phone number where you can be reached.
In the event of any damage or suspected damage to the shipment, please note this fact and describe the damage in the driver’s log when signing for the shipment. If you have any doubts regarding the condition of the packaging or the shipment, you have the option to refuse the shipment. In such a case, please notify us immediately, and we will agree on the next steps together.
In the event of obvious damage to the package, a damage report must be filed immediately upon receipt of the shipment.
If you accept a shipment and later discover damage or loss of the contents, you must file a claim for the damaged shipment without undue delay after the reason for the claim is discovered, but no later than within 2 business days of delivery by phone at 377 240 033 or by email at infoatelier@ateliermaur.cz.
CLAIMS:
The time limit for reporting damage depends on whether the damage is visible immediately upon receipt:
- Obvious damage (visible
damage or loss):
A claim must be filed immediately upon delivery. The recipient is
required to note the reservation on the waybill (CMR / delivery note) before
signing.
- Hidden damage (discovered only after unpacking): Claims must be submitted in writing via email to: infoatelier@ateliermaur.czwithin 2 days of delivery for international shipments. For domestic shipments, the deadline is usually shorter, so it is necessary to report the damage immediately.
Required documents for a claim:
For a successful assessment of a claim, the following is required: DHL Freight the following documents:
- Photographic documentation:
Photos of the damaged goods and
the original packaging material.
- Shipping document:
CMR consignment note or
delivery note with a confirmed damage claim.
- Commercial Invoice:
Document proving the value
of the goods.
- Damage Assessment / Cost Estimate
Repairs:
Calculation of financial loss (e.g., repair costs, value of destroyed
items).
- Weight of goods:
Weight information
for damaged or missing parts of the shipment, as the carrier's liability
is often based on weight according to SDR (Special Drawing Rights) limits.
For larger orders, we also offer customized, direct shipping via a contracted carrier upon request.
The shipment is transported directly from our warehouse to the customer without being transferred at distribution centers. By limiting the number of handling steps, this method of transport further minimizes the risk of damage during transit.
The price and availability of custom shipping are determined based on the dimensions of the shipment and the delivery location. If you are interested in this shipping method, please let us know when you place your order.
Cash payment upon in-person pickup (0 CZK) at Libušínská 575/82, 326 00 Plzeň or by invoice upon in-person pickup (0,- CZK) - only for cities and towns
Payment by invoice / bank transfer (14-day payment term) (0 Kč) – For cities and municipalities only
Payment by pro forma invoice (0 Kč) – only for end customers with an assigned business ID
Cash on delivery upon receipt of the goods from the carrier (55 CZK)