Frequently Asked Questions

1. Where do you ship? Do you offer pick-up?

Canada & USA Shipping

We’re pleased to offer free ground shipping on Canadian & American orders above $200.

We offer a flat rate shipping fee of $22 CAD for Canadian orders and $30 CAD for American orders that do not qualify for free shipping.

*Free shipping is not applicable on select overweight/oversize items. Shipping charges on oversize/overweight products will be calculated at check-out.

Orders are shipped within 7-10 business days.

International Shipping

To receive an international shipping quote, please email hello@ateliercera.com with the items and quantities you'd like to purchase as well as your exact address.

Atelier Cera is not responsible for import fees, taxes, VATS or any other custom fees should your package be processed by customs. All international sales are final.

2. Can I modify/cancel my order?

As long as your order hasn't been shipped out, we can edit the shipping address for you. Just email hello@ateliercera.com with your order number and the correct address, and you'll receive a confirmation email from us upon completion. 

You can only cancel orders up to 24 hours after placing the order. 

3. Do you offer returns or exchanges?

Due to the handmade nature of our pieces, all sales are considered final and we are unable to offer returns and exchanges.

If your order arrives damaged or defective, please email us at hello@ateliercera.com within five days of the delivery date. Please include photos of the damaged product, your order number, and any other details you may have about your order.  We’ll get back to you with a resolution as soon as possible. We will assume the cost of return shipping and will provide instructions on how to return the item, and the refund process. 

4. How do I track my order?

You’ll receive a tracking link via email when your order is shipped. If you have any questions about your shipment, email us at hello@ateliercera.com.