FAQ Policy Page
9. FAQ Policy Page
Last updated: September 7, 2026
Frequently Asked Questions
How long does shipping take?
Orders are usually processed within 1 to 3 business days.
After your order has been dispatched, delivery usually takes 3 to 7 business days.
Delivery times are estimates and may vary during busy periods, public holidays, bad weather, customs checks, or carrier delays.
Where do you ship from?
Some Grant Atelier orders are shipped directly from our trusted suppliers and fulfilment partners.
This may include suppliers located outside Canada, including in China.
We use direct supplier shipping to reduce unnecessary handling and help get your order on its way as efficiently as possible.
Do you offer free shipping?
Yes. We offer free shipping across Canada, unless clearly stated otherwise at checkout.
Do you offer returns?
Yes. Grant Atelier offers a 30-day money-back guarantee.
If you are not happy with your purchase or something is not quite right, please contact us within 30 days of receiving your order at:
How do I start a return?
Please email us at:
Include:
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Your full name
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Your order number
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The email address used for your order
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The reason for your return
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Clear photos if the item is damaged, faulty, or incorrect
Please do not send an item back before your return has been approved.
Our customer care team will review your request and provide the correct return instructions.
Who pays for return shipping?
For returns due to a change of mind, choosing the wrong size, or no longer wanting the item, the customer is responsible for the return shipping costs.
Some approved returns may need to be sent directly to one of our suppliers outside Canada, including in China.
If this applies to your return, we will provide the correct return address and instructions by email.
This does not limit any rights you may have under applicable Canadian consumer protection laws.
When will I receive my refund?
Once your return has been received, reviewed, and approved, your refund will be processed back to your original payment method.
Your bank, credit card provider, or payment provider may need additional time before the refund appears in your account.
We will notify you when the refund has been processed.
What if my item is damaged, faulty, or incorrect?
Please contact us as soon as possible at:
Include your order number, a short description of the issue, and clear photos of the item and packaging where relevant.
We will review the situation and help you with the next steps.
Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we will do our best to help.
Once an order has already been processed or dispatched, changes or cancellations may no longer be possible.
How can I track my order?
If tracking is available for your order, the tracking details will be sent to you after your order has been dispatched.
Please allow some time for the tracking information to become active after you receive the email.
What payment methods do you accept?
We accept the secure payment methods available at checkout, which may include:
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Credit Card
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Apple Pay
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Google Pay
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Shop Pay
All payments are handled through secure payment providers.
How can I contact Grant Atelier?
If you have a question about your order, sizing, shipping, returns, payments, or anything else, you can always contact us at:
We’re happy to help.