FAQs
ABOUT ATELIER CREATURA
What is Atelier Creatura?
Atelier Creatura is an independent art studio located in Canada and run by a single artist (Hi! I'm Val :) ), specializing in handcrafted faux fur ear accessories. Every piece is carefully designed and handmade with attention to detail and quality.
AVAILABILITY
Why is availability limited?
Each creation is handmade individually, which means availability can vary. Some pieces are ready to ship, while others are released in small batches or offered as made-to-order designs.
The shop may occasionally appear quiet while new creations are being developed behind the scenes. Studio updates and previews are usually shared on Instagram (@ateliercreatura).
SHIPPING & PROCESSING
How long will my order take to ship?
Ready-to-ship items:
Orders are typically prepared and shipped within 2–5 business days.
Made-to-order or preorder items:
Processing timelines are listed in each product description and may range from approximately 2 to 10 weeks depending on design complexity and studio workload.
Orders are shipped on business days only (excluding weekends and holidays).
Where do you ship from?
All orders ship from Québec, Canada. Shipping costs and estimated delivery times are calculated at checkout.
Can you ship to the European Union?
At this time, I'm unable to ship to countries within the EU due to new product safety compliance regulations for international sellers (GPSR). I hope to revisit EU shipping in the future as regulations evolve. Thank you so much for your patience and understanding.
CUSTOMS, DELIVERY DELAYS & RETURNED PARCELS
Will I have to pay customs or import fees?
International orders may be subject to customs duties, taxes, or import fees depending on your country’s regulations. These charges are the buyer’s responsibility and are not included in the purchase price.
I’m in the US — will additional tariffs apply?
Atelier Creatura creations qualify under the CUSMA free-trade agreement between Canada and the United States. In most cases, this means US customers will not be charged additional import tariffs when their order arrives, which helps keep cross-border shopping a little easier.
What happens if my package is delayed or lost?
Once a parcel is shipped, delivery is handled by postal carriers and customs services. While the studio will always try to help guide customers if issues arise, delivery timelines and postal delays are unfortunately outside of studio control.
What if my package is returned to the studio?
Packages may be returned if:
- The shipping address was entered incorrectly
- Customs fees were not paid
- The parcel was not collected from the carrier
If this happens, the order can be reshipped once it is safely returned, though additional shipping costs will apply.
RETURNS, EXCHANGES & CANCELLATIONS
Can I cancel my order?
Orders may be cancelled within 24 hours of purchase as long as shipping preparation or production has not started. Once an order has shipped, cancellations are no longer possible.
Do you accept returns or exchanges?
Because Atelier Creatura pieces are wearable, handcrafted art accessories, returns and exchanges are generally not accepted for hygiene and product integrity reasons.
However, if there is ever a concern with your order, please don’t hesitate to reach out. Every situation is reviewed thoughtfully, and I always aim to ensure customers feel cared for and supported.
ADDRESS CHANGES
Can I update my shipping address after ordering?
Address updates are possible as long as a shipping label has not yet been created. If you need to make a change, please contact me as soon as possible with:
- Order number
- Full name
- Updated shipping address
Please note that international address changes may occasionally require adjusted shipping fees.
COMBINED SHIPPING
I placed multiple orders — can they be shipped together?
Yes! When possible, orders placed under the same shipping address will be combined. Any significant excess shipping paid will be refunded.
CUSTOM ORDERS & RESERVATIONS
Do you accept custom commissions?
At this time, Atelier Creatura is not accepting custom commissions.
Can you hold or reserve an item for me?
Items are released on a first-come, first-served basis and holds or reservations are not currently offered.
PRICING
How are your pieces priced?
Pricing reflects several factors including:
- Size and overall design complexity
- Quality and rarity of materials and faux fur used
- Added accessories or detailing
- Time, craftsmanship, and artistic process involved
Pricing may evolve over time as materials and making processes change.
MATERIALS & ALLERGIES
Do you use real fur?
Never. All Atelier Creatura creations are made using quality faux (synthetic) fur materials.
Allergy notice
The studio shares space with a cat companion. While the workspace is carefully maintained, individuals with severe animal allergies may wish to consider this before purchasing.
CARE & HANDLING
How should I care for my piece?
Atelier Creatura ears are wearable art accessories and are designed to be enjoyed gently and thoughtfully.
- Not intended as toys
- Not recommended for young children
- Avoid exposure to water or heavy moisture
- Store safely and handle with care
Atelier Creatura cannot be held responsible for injuries, damages, or accidents resulting from improper use, handling, or modification of the product.
Damage resulting from accidental misuse or improper handling cannot be repaired or replaced by the studio.
SECOND-HAND MARKET
Do you authenticate second-hand pieces?
Atelier Creatura is not affiliated with or responsible for third-party resale marketplaces.
If purchasing second-hand, it is strongly recommended to:
- Request clear, detailed photos
- Ask for proof of original purchase if available
- Confirm condition before buying
The studio is sometimes able to confirm original retail pricing if needed.
CONTACT
How can I contact Atelier Creatura?
For general inquiries:
atelier.creatura@outlook.com
For order-related questions, replying directly to your order confirmation email is usually the fastest way to receive support.