Customer Frequently Asked Questions (FAQ)


What is Atelier?

Can you tell us about Atelier?

The French word for a workshop is atelier, a place where artisans are inspired to explore their creativity. The Atelier team searches for artisans for two exclusive collections: Atelier Fashion Accessories and Atelier Home Décor. When you shop with us you are guaranteed that we have selected limited edition, exclusive collection items from artists’ studios and workshops. We offer a small selection of market-inspired creations that are handcrafted with care by our Designers for you to enjoy and share.

At Atelier, we offer occasional “pop-up shops” with products that we have curated from specialty artisans. These are typically only available in limited quantities and for short periods of time.  If you would like to be notified of our pop-up sales, please send us an email here:

Who is the Team?

Atelier is a small team of dedicated enthusiasts who work hard to find creators that we hope you will love.

How do we choose our products?

How does Atelier choose the products featured on the website?

Most items featured on Atelier are being sold to you directly by the Designer. We only work with best-in-class artisan-designers so we can showcase their high-quality products.

How do I get in touch?

Please do!

The team at Atelier wants to hear what you like and how we can improve your shopping experience. Email is the best way to get a hold of us at, and we promise to get back to you within 24 hours.

Buyer’s Guide:

How do I shop on Atelier?

We try to make it easy for you. You can browse by category or search for a specific product type or by a Designer’s profile. When you find something you like, simply add it to your shopping cart and then proceed to the checkout process. Your order is shipped from our Designer(s) directly to you.

When you buy please make sure to:

  • Read the item description and store policies before making a purchase
  • Submit appropriate payment for item(s) purchased
  • Provide accurate shipping information

Can I order by phone or through mobile apps?

Given the small size of the team at Atelier at this stage, orders are limited to online sales. We hope to be able to expand our sales platforms in the future.

Can I provide a product review?

Yes, please!

The team at Atelier wants to hear from you. We value your feedback as it helps us to improve your customer experience and to continually strengthen our designers lineup.

However, we have a few rules, which are outlined below:

  • This might seem obvious, but you can only review products that you have actually purchased.
  • Please be constructive, our vendors and our team learn from pragmatic reviews on what you liked or disliked.
  • We will not post any review that violates legal rights or privacy policies
  • We will not post any review that uses inappropriate, defamatory or threatening language.
  • We will not post spam, advertisements or suspect documents.
  • We will not post any personal contact information.

You can email Atelier at

How do Pricing and Payments work on Atelier?

How is sales tax calculated?

Each Canadian Designer is responsible for determining whether their products are impacted by Canadian sales taxes (including provincial and federal or harmonized taxes).  Outside of Canada, local taxes may apply. Atelier is not responsible for any extra taxes and fees that may apply once the package arrives in the destination country.

What about duties?

Duties may be charged on shipments from our Designers by customs authorities in your country. If so, you will be required to pay the duties before receipt of the good(s).

Note: some international shipments may experience customs delays. Unfortunately, Atelier cannot anticipate additional duties charges or customs delays.

How do I make a payment?

We accept Visa, American Express and MasterCard credit cards.

I live outside Canada, do I still pay in Canadian dollars?

Our website reflects pricing in Canadian dollars. Your credit card company will convert the purchase price into your local currency using their exchange rate at time of purchase.

How do I know that my credit card is safe?

At Atelier, credit card payments are processed via Stripe.

We do not store your credit card information on our website. Stripe has stringent security protocols and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available. This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

I have a question on my charges.

Please send us an email at

Questions related to Shipping and Order Status:

How does shipping work?

Shipping costs are calculated at check out. These costs are determined by the “Ship To” address that you indicate on your order and the total weight of the goods.  To avoid lost items, please select a mailbox address where you expect someone will be available during the day to receive your package.

Many of our products are shipped directly from our Designers’ workshops to your doorstep. The artisans to make every effort to ship within a few days, unless the item(s) is made to order. Estimated time to shipping is indicated for each Product. Products that ship within Canada are shipped via Canada Post and typically arrive within 7-10 days of shipping date. For shipments to the United States and international destinations, please anticipate additional time for shipping.

Normally, you get a choice of three types of delivery via Canada Post: Regular Parcel, XpressPost and Priority.  Please note that the software suggests the option that is the least expensive, but not necessarily the fastest.

In some cases, there is a flat rate shipping alternative for Canada and the United States. However, this option is not available for every Designer as the weight and dimensions of their products might very considerably.

Atelier does not warehouse products; each Designer is responsible for shipping your order to you. As such, there if you order products from multiple Designers you will receive separate packages for each item. The shipping charges are calculated based on Canada Post small business rates in Canada and for other destinations (United States and international).

As a note, a single product order from an artisan designer can be quite expensive once international shipping is calculated. However, with larger quantity orders the rates do not change considerably so you might want to consider a slightly larger order.

Do I get a shipping confirmation?

Yes, after checkout is complete you will receive an email from Atelier. This is both your order confirmation and invoice.

Can I change my order (quantities or cancel) after I have placed an order?

It is possible to change order quantities or cancel an order within 24 hours, beyond that time frame we cannot make changes.

Part or all of my order was damaged

We are very sorry to hear about that as we rely upon our vendors to ensure their products are properly packaged to minimize or mitigate damage.  Please get in touch via email within three (3) business days (Monday-Friday, excluding statutory holidays) of receipt of your order and provide us with the details. We will work with the relevant designer to make every effort to rectify to your satisfaction.

Part or all of my order is incorrect

We are very sorry to hear about that as we rely upon our vendors to be diligent when filling their orders.  Please get in touch via email within three (3) business days (Monday-Friday, excluding statutory holidays) of receipt of your order and provide us with the details. We will work with the relevant Designer to make every effort to rectify to your satisfaction.

I never got my order

We are very sorry to hear about that as we rely upon our Designers and the postal services to deliver on our behalf.  Please get in touch via email and we will work with the relevant Designer to make every effort to rectify to your satisfaction.

What is the cost of shipping and how will it be calculated?

Orders placed for products that are produced in Canada are shipped via Canada Post. All shipments are subject to current Canada Post postal rates.

Orders for products produced in other countries are subject to the international postal rates charged by Canada Post.

The total shipping charges will depend on the size and weight of the goods you are ordering.

Do you ship outside Canada?

Yes, we do!  However, duties and local taxes may apply. Package shipping times are determined by Canada Post.

Does Atelier have a return policy?

Can I return a product?

Please keep in mind that Atelier works with a select group of Canadian Designers to curate products for the store, many items that you see on our store are one-of-a-kind or small-batch production.  We do not stock inventory, and these artists are attempting to make a living from their craft. However, we want you to be 100% satisfied with your order. If your order arrives, and a product is damaged, please contact our customer support email within three (3) business days (Monday-Friday, excluding statutory holidays) of receipt of your Atelier package to report the issue.  We will make every effort to work with you and the Designer to rectify the problem. Please include your customer order number with your request.

Note:  We cannot be responsible for incorrect shipping addresses or items that are not able to be delivered due to lack of response.

Pop-up Shop:

What is the Pop-up Shop?

The Atelier pop-up shop occurs only a few times a year. The products are hand selected and in some cases imported by Atelier. Typically the products offered are seasonal and made in extremely small quantities.

Can I be notified when the next Pop-up Shop will open?

Yes, of course, please send us your email and we will add you to the newsletter distribution list. You can opt out at any time.

Can I return items bought through the Pop-up Shop?

Sorry all sales are final.

Will I get my Pop-up Shop products delivered straight away or will I need to wait until the Pop Up Shop is closed?

All orders are shipped as soon as they are received.

Other Policies:

What is your privacy policy?:

The Atelier guarantee is to handle all of your personal information responsibly, we never distribute, sell or share any customer information. Our full Privacy Policy can be viewed here.

What are your Terms and Conditions?

The full Atelier Terms and Conditions can be found here.

Can I recommend a product that might be perfect for Atelier?


Since we are just a small team searching for wonderful products to feature on Atelier we would welcome your suggestions. Please send us a note at regarding something you would like to see on in the shop?

Your question was not listed here – please contact us:

Please send us your question via email to and we will respond within 24 hours!

Thank you for shopping with Atelier and directly supporting our independent creators.


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