Shipping policy

We provide "Standard Shipping," where the carrier will place your parcel in a secure location if you are not available to receive it at the time of delivery or shortly thereafter. To ensure smooth delivery, we suggest using specific keywords on the second address line, such as "side door" or "front porch," if you have particular instructions for the carrier. They will strive to follow those guidelines and safely drop off your package. Depending on your residence type, packages may also be left at a community mailbox, parcel locker, or with the concierge, building superintendent, or security desk.

Important: Customers are responsible for paying any import duties, customs fees, or tariffs applicable in their destination country. Atelier So Lovely Inc. does not collect or remit these charges, and they are not included in the purchase or shipping price. We are not responsible for these additional charges, and the customer assumes full responsibility for settling any duties or taxes imposed by their country.

Additionally, we offer a "Signature Required" option, where your parcel will only be delivered upon obtaining a signature. This is the best choice for higher-value orders or if you've experienced delivery issues at your residence in the past. Please be aware that anyone can sign for a signature-required parcel. Always check with family members, roommates, coworkers, building superintendents, or concierges to see if they may have signed for your package.

If you encounter challenges with deliveries to your primary residence, we recommend considering alternative delivery locations such as your family home, workplace, or a trusted friend's residence that has demonstrated safety against delivery theft from common areas around your home.

Tracking information can take up to 48 hours to appear (excluding weekends). For cross-border or long-distance deliveries from Quebec, tracking may not show until the package reaches its destination province or state. If you do not receive a tracking email, please contact us!

Please note: Your order subtotal must still meet the free shipping minimums after discounts to qualify for free shipping.

If your package is returned due to incorrect shipping details (e.g., missing unit number, no buzzer code), you are responsible for return shipping fees. No restocking fee will be charged.

Please verify your shipping address thoroughly before placing your order—especially when shipping to someone else as a gift.

Tea is subject to sales tax only on teaware, accessories, gift sets, and favors. Our loose-leaf teas and specialty sugars are considered food items and are tax-exempt.

Orders are usually processed in 2–5 business days if items are in stock. Because we prepare small-batch teas fresh, some items may take 1–2 weeks to fulfill. You’ll be notified on the product page when applicable.

Once shipped, tracking will be sent via email. If not received, please contact us or your carrier. Expect possible delays during peak holiday seasons.

We accept returns within 14 days of delivery for unopened items. Opened tea products cannot be returned for health reasons. You are responsible for return shipping. Refunds are issued once returned items are received.

Please email info@ateliersolovely.com before returning an item. We will approve the return and guide you through the process.

All E-Gift Card sales are final.

We protect customer information with Shopify’s secure encryption. Refer to our Privacy Policy for full details.

Order Cancellation: Once an order is placed, we cannot cancel or modify it. For address errors, contact the courier directly. For product errors, contact us after delivery to arrange a return of unopened items.

Limitation of Liability: Atelier So Lovely Inc. shall not be held responsible for delays, losses, or damages caused by third-party shipping carriers or customs authorities. By placing an order, the customer agrees to assume full responsibility for the shipment once it is in the hands of the carrier.

Jurisdiction Clause: All transactions and legal matters shall be governed by the laws of the Province of Quebec, Canada. Any legal disputes must be settled in the competent courts of Quebec.

Non-Responsibility Disclaimer: Atelier So Lovely Inc. is not liable for delays due to customs inspections, denied entries, or additional charges applied by the customer's country. Customers are responsible for understanding their local import regulations before placing an order.