Shop Policy

SHIPPING POLICY

Thank you for supporting our small business! We strive to get your orders to you as quickly and safely as possible. Below are the details of our shipping operations.

1. Processing Times

All orders are processed within two to five business days.

  • Orders are not processed or shipped on weekends or Canadian statutory holidays.
  • If we are experiencing a high volume of orders, shipments may be delayed by a few days. We will notify you via email if there is a significant delay in your shipment.

  • As majority of our items are made-to-order and is not stocked, order processing may take up to five days. 

2. Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout.

Flat Rate Shipping Fee

Canada

Standard 3–9 Business Days $14.99 or free for orders over $149.99 (before taxes)

Express 1–3 Business Days $24.99

USA

Standard 5–14 Business Days $29.99 or free for orders over $199.99 CAD (before taxes)

Expedited 3–6 Business Days $39.99

Note: Delivery delays can occasionally occur due to customs processing or carrier issues beyond our control. Delivery Time does not include order processing time and will start once the order is shipped.

3. Customs, Duties, and Taxes

For our United States customers, please be aware of the following:

  • Import Duties: Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.
  • Responsibility: Atelier Sheena is not responsible for these charges if they are applied. They are the responsibility of the customer.
  • Taxes: Canadian customers will be charged GST/HST based on their province of residence.

4. Shipment Confirmation & Order Tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

5. P.O. Boxes and APO/FPO Addresses

  • Canada: We ship to P.O. Boxes via Canada Post.
  • USA: We do not ship to P.O. Boxes or APO/FPO addresses.

6. Damages & Missing Packages

If you received your order damaged, please contact the shipment carrier to file a claim or reach out to our support team at sales@ateliersheena.com within 48 hours of delivery.

  • Please save all packaging materials and damaged goods before filing a claim.
  • If your tracking says "Delivered" but you haven't received it, please check with neighbours or your local post office before contacting us.

Questions?

If you have any questions about your order or our shipping process, please reach out to us at:

Email: admin@ateliersheena.com

Hours: Monday – Friday, 10:00 AM – 4:00 PM CST

RETURNS

Return & Refund Policy

Thank you for supporting Atelier Sheena. As a small business based in Winnipeg, we take great pride in the quality of our work. If there are issues with your purchase, we’re here to help.

1. Returns

You have 14 calendar days to return an item from the date you received it. To be eligible for a return:

  • The item must be unused and in the same condition that you received it.
  • The item must still have its tag attached.
  • You must provide the receipt or proof of purchase.

Non-Returnable Items:

  • Custom-made or personalized orders.
  • Items marked as "Final Sale."
  • Consumable Items. Unsealed Items.

2. Restocking Fee

Please note that all returns for a refund are subject to a 15% restocking fee.

  • This fee covers the cost of original shipping materials, labor for inspection, and administrative processing.
  • The restocking fee will be deducted from your final refund amount.
  • Note: The restocking fee is waived if the return is due to a documented defect or an error on our part.

3. Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within a certain amount of days, depending on your card issuer's policies.

4. Shipping

  • Return Shipping: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
  • Winnipeg Local Pick-up/Drop-off: If you are located in Winnipeg, please contact us at sales@ateliersheena.com to arrange a local drop-off to avoid shipping fees.

5. Exchanges

If an item is defective or damaged upon arrival, we will replace it at no extra cost. Please send us an email at sales@ateliersheena.com with a photo of the damage within 48 hours of delivery to begin the exchange process.

How to Start a Return

Please contact us at:

Email: admin@ateliersheena.com

Location: Winnipeg, MB

Note: As a small atelier, we appreciate your understanding that every piece is often handmade or curated in small batches. We strive to ensure every customer loves their piece!