FAQ
Shipping FAQs
Where do you ship and how much does shipping cost?
We ship internationally and cover all duties and import fees so your order arrives with no added charges. We offer free standard shipping to all countries and express options for US/CA. To view your country's shipping options and timelines, please enter your address at checkout. You may also refer to our Shipping Policy for more info.
When will I receive my order?
Orders take 1 to 2 business days to process. Tracking information is sent via email 3 to 5 days after your order leaves the warehouse.
Why hasn’t my tracking updated yet?
Carriers often take 3 to 5 business days to update tracking after creating a label. It is normal for tracking to stay in a “label created” or “in transit” status during this time. If there’s no movement after several days, contact us at hello@kanarieatelier.com and we’ll follow up with the carrier.
Can I cancel or change my order once I've placed it? What if I entered the wrong address?
Preorders can be canceled anytime before shipment. For in stock items, please email us at hello@kanarieatelier.com as soon as possible and we’ll try to update your address or cancel before the order is processed. Once the package has shipped, changes and cancellations are no longer possible and the order will need to be returned after delivery.
Can I get the weekender tote in time for the holidays?
Yes! For US and Canadian customers, there will be an express shipping option available at checkout. For all international customers, the standard shipping option is available and typically will deliver in 7-15 days or less. Please enter your shipping address at checkout for details
Returns FAQs
What is your return and exchange policy?
You have 45 days from delivery to return unused, undamaged items in their original packaging. Please review our return policy for more details
My product arrived damaged. What can be done?
Email us at hello@kanarieatelier.com with your order number, a brief description of your order issue and photos. We’ll help with a replacement or solution as quickly as possible.
How do I make a return?
Email us at hello@kanarieatelier.com with your order number and the reason for return. If eligible, we’ll send the correct return address. Customers are responsible for return shipping and should use tracked shipping. Please review our return policy for more details
Can I exchange for another color?
We do not offer exchanges at this time. If you would like a different color, please return the item and place a new order. However, you will be responsible for the return shipping fees.
Pre-order / Payment FAQS
How do preorders work and when will they ship?
Available as an option for US and Canada only. Pre-orders ship in early January 2026. You’ll receive update emails every 2 to 3 weeks and again one week before shipment. Preorders can be canceled anytime before they ship.
What forms of payment do you accept?
We accept major credit and debit cards along with digital payment methods such as Apple Pay and Google Pay. Prices are shown in your local currency when possible. PayPal is currently not available.
Will I be charged extra fees or tariffs on my purchase?
No. All duties and import fees are covered, so the price at checkout is the final price with no additional charges at delivery.
How can I contact you?
You may reach us at hello@kanarieatelier.com
