Shipping policy

Shipping Policy

This Shipping Policy explains how Norvianne Atelier processes, ships, tracks, and handles delivery of orders placed through our online store.

1. Order Processing

Orders are typically processed within 1 to 3 business days after payment is confirmed.

Business days are Monday through Friday, excluding Canadian statutory holidays, British Columbia provincial holidays, carrier holidays, and other closure periods.

Processing times may be longer during sales, promotions, holidays, product launches, high-volume periods, severe weather, carrier disruptions, or operational delays.

2. Order Confirmation

After placing an order, you will receive an order confirmation email. Please review your order details carefully, including product selection, size, colour, shipping address, email address, and phone number.

If you notice an error, contact us as soon as possible at support@norvianneatelier.ca. We cannot guarantee changes once an order has been processed, packed, or shipped.

3. Shipping Destinations

We currently ship within Canada and to selected international destinations when available at checkout.

Shipping availability may vary depending on destination, product type, carrier availability, warehouse location, customs rules, and operational restrictions.

4. Shipping Rates

Shipping rates are calculated at checkout based on shipping destination, shipping method, order value, package weight, product type, and carrier availability.

Free shipping promotions may be offered from time to time and may be subject to minimum purchase amounts, destination restrictions, product exclusions, or promotional terms.

5. Pricing Transparency

Shipping charges, taxes, and any mandatory fees that apply to your order will be shown at checkout before you complete your purchase.

We aim to present prices and charges clearly so customers can review the total cost before placing an order.

6. Estimated Delivery Times

Estimated delivery times are displayed at checkout when available. Delivery estimates do not include order processing time unless expressly stated.

Delivery times are estimates only and are not guaranteed unless a specific guaranteed service is clearly offered and purchased.

7. Delivery Arrangements and Supply Date

Where required under applicable consumer protection rules, the order confirmation and checkout information will include relevant delivery arrangements, applicable charges, and estimated supply or delivery information.

If a specific supply date is provided, we will make reasonable efforts to meet that date. If no specific date is provided, we will deliver within a reasonable timeframe according to the order details, carrier availability, and applicable law.

8. Tracking Information

When tracking is available, you will receive a shipping confirmation email with tracking details after your order is shipped.

Tracking information may take time to update after the carrier receives the package.

9. Carrier Delays

Delivery may be delayed by carrier operations, weather, holidays, high package volume, customs processing, labour disruptions, local delivery issues, address problems, or events beyond our control.

Norvianne Atelier is not responsible for carrier delays after a package has been handed to the carrier, but we will assist where reasonably possible.

10. Incorrect or Incomplete Address

Customers are responsible for providing accurate and complete shipping information at checkout.

We are not responsible for failed deliveries, delays, returned packages, or additional costs caused by incorrect, incomplete, or outdated address information provided by the customer.

If a package is returned due to an address issue, reshipping fees may apply.

11. Lost Packages

If your package appears lost, contact us at support@norvianneatelier.ca with your order number and tracking information.

We may contact the carrier to investigate. Resolution may depend on carrier investigation results, delivery confirmation, shipping insurance, and applicable policies.

12. Packages Marked Delivered but Not Received

If tracking shows that your package was delivered but you did not receive it, please check with household members, neighbours, building staff, mailrooms, parcel lockers, front desk staff, or local carrier facilities.

If the package remains missing, contact us at support@norvianneatelier.ca. We will assist where possible, but Norvianne Atelier is not responsible for theft, misplacement, or loss after confirmed delivery where legally permitted.

13. Damaged Packages

If your package arrives damaged, please contact us promptly at support@norvianneatelier.ca.

Include your order number, photos of the package, photos of the damaged item, and a description of the issue.

14. International Shipping

International delivery times vary by destination, carrier, customs processing, and local postal or courier operations.

International orders may be subject to customs duties, import taxes, brokerage fees, VAT, GST, or other charges imposed by the destination country.

15. Customs, Duties, and Taxes

Unless otherwise stated at checkout, customers are responsible for any customs duties, import taxes, brokerage charges, and related fees charged by the destination country.

Norvianne Atelier does not control these charges and cannot predict their amount.

16. Refused International Shipments

If an international shipment is refused, abandoned, or returned due to unpaid customs duties, taxes, import restrictions, or customer refusal, any refund may be reduced by shipping costs, return costs, duties, taxes, or other fees where permitted by law.

17. Split Shipments

Some orders may ship in multiple packages depending on item availability, warehouse location, product type, package size, or operational requirements.

If your order ships separately, you may receive more than one tracking number.