Frequently Asked Questions (Orders)
Can I cancel/change my order?
If you wish to cancel an order already placed on our website, please contact us within 24 hours at sales@ateliersheena.com.
Can I track my order once it's been shipped?
Free Standard Shipping usually does not include tracking. However, we do provide an option to upgrade to expedited tracked shipping at an additional cost. Your order may also qualify for free shipping upgrade.
How soon can I expect my order?
Once an order is placed on our website, please allow up to 3 business days for in-stock items to be shipped out. Made-to-order items can take up to 7 business days. You will receive an email notification when the product has been shipped.
Can I make a product exchange?
Sorry, we do not offer product exchanges at this time.
Can I return my purchase if I changed my mind?
We accept returns within 21 days of purchase, conditions apply. You can return your product for a full store credit OR refund to the original payment method, which would incur a 25% restocking fee. Find full details on our "Returns & Exchanges" Page.
Can I return my Custom order item?
No. All custom orders are final sale.
I received a defective/damaged product. What do I do?
Mishaps sometimes happen. If you receive a defective item, please contact us immediately at sales@ateliersheena.com with details of the product and the defect. Proof will be required. If you are entitled to a replacement or refund, we will replace the product or refund the purchase price, using the original method of payment.
Frequently Asked Questions (About Us)
Do you have a physical store?
No, but we do attend local pop-ups and conventions. Follow us on Instagram to find out where our next market will be!
Where are you located?
We are located in Winnipeg, Manitoba, Canada.
What custom services do you offer?
We offer a variety of services which include custom printing, sublimation, embroidery, and engraving. Visit our "Custom Works" Page for more info.
How can I get in touch with you?
Visit our "Contact Us" Page or message us on Instagram.
Frequently Asked Questions (Products & Stocks)
Are your products hand-made?
Yes, majority of our products are made in-house with the help of machinery. We work with materials sourced locally and globally.
The product I want is out of stock. Will it be restocked?
We try to keep our stocks updated. However, there are instances where a certain material is discontinued by our supplier or no longer available, resulting in us not being able to make more of that particular product. Feel free to contact us to inquire further.
What's the Designer's Collection?
We've teamed up with other artists to give you more design options. A proceed goes to the artist for each item sold. With your purchase you are just not helping a small business - you are also helping an artist.
Frequently Asked Questions (Payments & Promos)
What payments do you accept?
We accept debit Interac, credit cards (Visa, MasterCard, AmEx, Discover, JCB), PayPal, Google Pay, Apple Pay, and Afterpay.
What is Afterpay and how does it work?
Afterpay is a digital payment platform that allows online shoppers to delay payments on purchases. It is a buy now, pay later (BNPL) payment option that enables you to pay for your purchases in four interest-free instalments.No credit check is required to use Afterpay.
Do you give out promotion codes?
Yes, follow us on Instagram for updates and latest promotions. We also encourage you to sign up to our mailing list!
Do you sell gift cards?
Yes, we have digital gift cards available for purchase on our website. We do not offer physical gift cards at this time.
Do you still need help?
If the FAQ above did not answer your questions, you may ask help from our support team by contacting us directly via email.