|Frequently Asked Questions
How do I place an order?
Orders are placed directly on our website and can be paid for online by credit card using PayPal. We will also accept personal cheques. Please be advised that your order will be held until the cheque arrives and clears.
Do you charge tax?
If you are ordering from within Canada, yes, you will be charged tax according to your provincial rate.
For US and international customers there is no tax charged.
Do you accept custom orders?
Yes, we are able to offer some custom work. If there is something special you are looking for please
contact us at firstname.lastname@example.org.
If product says "out of stock", when will you be getting more?
Everything is made right here at the studios and we are constantly working on new items. If an item
you are looking for is unavailable please let us know; chances are it will be ready within a week or even
Do you have a catalogue?
No. Due to the unique one of a kind nature of our work a print catalogue is not possible.
What happens to my personal info?
We understand that the collection of private data is a sensitive matter, and we truly appreciate the trust
you give us. We will use this trust wisely for the sole purpose of fulfilling your order to the best of our
What is your return policy?
We are very proud of the product we create, and we stand behind them 100%, but if for any reason
you are not satisfied with one of our creations, just contact us and send it back within 3 weeks from the
date of purchase. The item must be in original condition for a full refund. Please note we are only able
to refund the amount paid for the item, the shipping costs are not refundable. Additionally the shipping
cost of the return will be at the customer’s expense. We strongly recommend you insure the package to
protect you from shipping mishandling.
How do you ship your products?
We ship with Canada Post Expedited, please allow up to 3 working days for order to be processed. Once
your order is shipped, you will receive a tracking number. We are located on Vancouver Island in British
Columbia and delivery times range from 7 to 10 business days depending on how close you are to us.
More remote areas may take longer. If you need your parcel to arrive in a hurry, you may also request
Canada Post Xpresspost by contacting us at email@example.com. Please note additional charges
Do you offer free local pick up?
Yes, if you live in the area and would like to make arrangements to pick up your order at our studio,
simply enter your local address on the checkout page and select ‘Free Local Pick up” as your delivery
method. Then email us to make pick up arrangements.
What will shipping cost?
We use flat-rate shipping for orders within Canada.
|$0 - $49
$50 - $99
$100 - $149
$150 and up
Please Note: There may be additional charges for orders of unusual weight or size. We will contact you
directly if this is the case with your order.
We cannot be responsible for lost mail; however we will do everything within our power to track down
your parcel if it goes missing.
Do you ship to the US? What about internationally?
Yes. For US and International shipping please contact us with your mailing address for a shipping quote.
Any customs and duty charges are the responsibility of the customer.
Will you send gifts directly to the recipient?
Yes. Please order as normal and enter the lucky person’s name and address during check out. If you
would like a personal gift note and/or no receipt please let us know.
Classes and Workshops
How many students per class or workshop?
We like to keep our classes and workshops small so that Aurelia can have ample time to work with each
student individually. Depending on the type of class, we have a maximum of 6 to 8 students.
What if I need to cancel my spot?
Due to our small class sizes, we request notice 72 hours before the first class, for a full refund. Late
cancelations will be given credit which can be used in our store or applied towards a future class.
What if the class I would like to register for is full?
Please contact us to be added to the wait list for that particular class. We will be happy to let you know
if a space becomes available. If there is enough interest, an additional class may be offered.
Do you offer private and/or custom classes?
Absolutely. If there is something particular you are looking for, please don’t hesitate to contact Aurelia with your inquires at firstname.lastname@example.org.