• Made to order: All jewelry is made to order. Please allow approximately 4 weeks from purchase for production before shipment.

• Production begins at purchase: Orders cannot be cancelled or modified once production has started.

• Shipping carriers:

  • Canada — Canada Post or UPS

  • International — FedEx or UPS

  • Toronto, ON — Studio pickup available. Contact us to arrange collection.

• Delivery estimates (after shipment):

  • North America: 7–10 business days

  • International: 7–21 business days, depending on destination

Delivery times are estimates only and may vary due to customs processing, carrier delays, or other factors beyond our control.

• Duties & taxes: International orders may be subject to customs duties, taxes, and import fees. These charges are not included and are the responsibility of the purchaser.

• Customs delays: Fragments Atelier is not responsible for delays caused by customs clearance.

• Tracking: Tracking information is provided for all orders. Responsibility transfers to the purchaser once the order has been handed to the carrier.

• Ceramic pieces: Ceramic works are carefully packed for transit; however, due to the fragile nature of ceramics, Fragments Atelier is not responsible for damage that occurs during shipping. We encourage clients to inspect their package upon arrival and contact the carrier directly if damage is observed.

• Transit issues: Fragments Atelier is not responsible for items lost, stolen, or damaged during transit.

• Refused shipments: Orders refused by customs and returned to the atelier are subject to a 10% restocking fee per item. Shipping costs are non-refundable, and payment processing fees (2.9%) cannot be refunded.