Customer Service

See below for answers to our most common questions. If you don’t find what you’re looking for email us at info@atelierlou.com

Production Lead Time

Q: How long will it take to receive my purchase?

A: Some items are available for immediate delivery. Others require a lead time of up to three weeks. We will let you know expected delivery time once we confirm your order. Once an item ships, it should arrive in three to five business days.

If your purchase is a gift and you will not receive it in time, please email info@atelierlou.com and we will provide you with a gift notification card for the recipient, informing them that an Atelier Lou Gift is on its way. Please see “Rush Options” for information regarding rush delivery.

Rush Options

Q: I really, really need it ASAP! Can my purchase be expedited?

A: Some of our styles can be rushed, others cannot. If you are interested in placing a rush order, please email the style name and custom details to info@atelierlou.com along with the date you would like to receive it. We will let you know right away if a rush option and overnight shipping is available for that specific style. If you have already placed your order, please be sure to include the order number in the email (found in the confirmation email you received).

Discounts

Q: How do you discount codes work?

A: Discounts can be applied to your order during checkout using any given Discount Code that was given to you. Discounts are ONLY VALID on specific items and for set periods of time. We cannot retroactively apply a discount code to an order placed before the Discount Code became valid. We cannot add the Discount Code to an order where you forgot to enter the code. Discount codes cannot be combined, and they do not apply to Gift Cards.

Repairs

Q: What is your repair policy?

We take great pride in our quality and craftsmanship. However, jewellery by its very nature is delicate. Should you need repair on any item purchased from Atelier Lou Bijouterie, please email info@atelierlou.com. Repairs will be assessed on an individual basis. Atelier Lou Bijouterie will repair at no charge any breakage caused by manufacturer defect within 120 days of purchase for 14 or 18 karat gold, or platinum pieces and for Silver/Gold-plated pieces within 30 days of receipt of purchase. Repairs needed after these timelines or deemed to be caused by misuse will incur a repair charge at the customer’s expense, beginning at $45 (plus any applicable shipping fees). Please let us know in advance if you plan to send a repair by sending an email to info@atelierlou.com. We will then provide a form for you to fill out and include with your package. 

Return Policy

Q: What is your return policy?

A: All sales are final. However, we are more than happy to exchange an item if there is something wrong with the order or if the product has a defect. Exchanges can only be done seven days after delivery, please contact us by email. For exchanges due to incorrect order, please contact us within three days of delivery. We reserve the right to refuse any exchange if we believe the items purchased are intentionally damaged or have been misused. All special orders or personalized items are final sale and will not be refunded. once an order has been placed. If you have questions about personalizing a piece, please contact info@atelierlou.com before placing your order. We are not responsible for return shipping charges and the original shipping charges are non refundable.

Sales Tax

Q: Will I be charged sales tax?

A: Yes, sales tax is collected on orders according to their destination.

Chain Length

Q: What does it mean that my necklace can be made adjustable?

A: All necklaces come in a standard 16 inch length (unless otherwise noted in the product description). If you prefer a longer or shorter chain, please mention that in the comments section during checkout. Longer chains will require an additional fee. Chains can also be ordered with two jump rings so that they may be worn at two different lengths, or an adjustable stopper. This should also be noted in the comments section during checkout. An additional charge will apply.

Cleaning and Care

Q: How should I care for my jewellery?

A: Jewellery is delicate and should be cared for accordingly. To extend the life of your jewellery, please follow these care instructions.

Take off your jewellery before your daily rituals such as: showering, lotion, perfume, exercise, washing dishes, etc.

Before bedtime, lay your jewellery out flat to avoid tangling/scratching.

For necklaces, clasp the necklace when removing it to assure the chain does not tangle or knot.

To fully remove tarnish and any stains on your silver or plated jewellery, we recommend using any anti-tarnish silver polish that can be found at your local supermarket or drugstore. Some brands that we have found to be effective include Tarn-X and Hagerty. Be sure to follow the instructions on the bottle and to always wear gloves when working with silver polish.

Gift Wrap & Notes

Q: I am buying an Atelier Lou piece as a gift. I would also like to include a note. How do I do so?

A: Please specify that you would like gift wrapping when making your purchase, and a beautiful Atelier Lou gift box and gift card will be included at no additional cost.

Payment

Q: What form of payment does Atelier Lou accept?

A: We accept payment online via Visa, MasterCard and American Express.

International Shipping

Q: Does Atelier Lou ship internationally?

A: Unfortunately, at this time Atelier Lou does not ship internationally. Please email us at info@atelierlou.com if you have questions concerning this matter.


 

STORE ADDRESS
VICTORIA PARK
(376 Victoria Ave. #100)
Westmount, Quebec H3Z 1C3
514.506.8174         

STORE HOURS
Mon: 1:00 PM - 6:00 PM
Tue - Fri: 10:00 AM - 6:00 PM
Sat: 1:00 PM - 5:00 PM
Sunday: Closed

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