FAQ

Can't find what you're looking for? No problem, we're here to help!
Email support@theatelieryul.com with your inquiry and we’ll get back to you as soon as possible. 

PRICES AND TAX

All prices are listed in US Dollars (USD).

For orders outside the US/Canada, customs duty may be incurred (the amount of which is determined by your country of residence). The customer is responsible for all customs duty and taxes in the country of residence. YUL: is not responsible for the payment of any customs, taxes or tariffs.

SHIPPING

We are pleased to offer flat rate international shipping for $35. 

Orders over $300 in the US and Canada enjoy free shipping. 

Please allow 5-6 business days for your product to arrive within the US/Canada. Orders outside the US/Canada may take longer. If you need your product expedited, please contact us.

All orders are shipped with tracking; you will receive automatic notifications on the status of your order. 

Orders will be shipped according to customer's specified address. We are not responsible for items delivered to incorrect shipping addresses.

PROCESSING

The Atelier YUL: does not carry large amounts of inventory on hand. Most products are made to order.

Should your product be readily available at the time you place an order, your transaction will typically be processed within 3 business days upon payment approval, excluding holidays.

In the event your product needs to be made at the time you place an order, your transaction will be processed within 7 business days. 

If you have questions about your order, product availability or simply need your order rushed, please reach out to support@theatelieryul.com.  

RETURNS

We accept returns or exchanges on any undamaged, unused items within 7 days of the delivery date. After 7 days, all sales are final.

Returns must include all original receipts, tags and accompanying packaging.

Please email support@theatelieryul.com with subject “Return Request” to return or exchange your items. A member from our team will send you an email to confirm that your return is accepted should all the conditions above be met. 

All shipping and insurance costs are non-refundable, and are at the expense of the customer. The Atelier YUL: is not responsible for any lost or stolen merchandise incurred upon return shipping. Please ensure your return mail has a tracking number and the product is shipped with the original protective packaging to avoid damages.

Refunds will be processed in the form in which payment was received. Please allow up to 10 business days for your refund to process.

We reserve the right to refuse any returned items that do not meet our return policies outlined above.

REPAIRS

We pride ourselves on the craftsmanship of our product. In the rare event that there’s a manufacturing defect with your product, we will happily mend it. Please email support@theatelieryul.com with a photo for repair inquiries.

For any normal use wear and tear, we are happy to examine and fix your bag for a nominal fee. Please email support@theatelieryul.com with a photo for more information.

PRODUCT CARE

The leather of our bags has been selected for its natural grain and supple texture. With time, leather takes on a natural patina that will keep its beautiful qualities if you look after it with care. Avoid exposing your bag to extreme light, heat, or humidity. In case of contact with liquids, dry leather immediately with a clean, soft cloth or protect beforehand with mild leather cream. When you are not using your bag, please protect it with your dust bag. 

BILLING

Your credit card statement will show the transaction as SP * THE ATELIER YUL. Once your credit card is authorized and captured, you will receive an order confirmation email from us.