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FAQ

DELIVERY

Q- I made a mistake in the information related to my order (address, phone number). What can I do?

A- If you ever wish to modify any information related to your order such as the address, your phone number, or email. please send us an email at hello@atelierhourglam.com

*Note that you cannot modify the shipping method after you finalize your order.

 

Q- Do you ship outside of Canada? 

A- Yes. We also ship in the USA .

 

Q- When will my order be delivered?

A- Please consult our Shipping section for details about the delivery.

 

Q- Can I follow the progress of my package? How?

A- As soon as your order is shipped, you will receive an email from us or Canada Post with your tracking number. Via the Canada Post website or application, you can follow the progress of your package. 

If you have opened an account with Atelier Hourglam, you will be able to follow the progress of your package in the order history section. Be aware that there may be a delay in updating the status of your shipment on your profile page. In this case, if you want to know if your order is shipped, check out your email. This is the reason why the best way to follow the progress of your package is through Canada Post. 

 

Q- I need my order in a shorter time, what can I do to receive it quickly? 

A- During the transaction, you can select the Express shipping method. We offer two delivery options with Canada Post depending on your region: standard, Xpresspost.

(Note that the standard shipping is selected by default).

For USA residents, there is only one delivery method Accelerated 

 

Q- Why does the local delivery does not show

A- the local delivery option is only available if your adresse is at a radius of 6 KM from our location.

 

RETURNS, EXCHANGES, MISSING PRODUCTS OR DAMAGED PRODUCT

Q- Can I cancel my order?

A- You can cancel your order before it gets shipped. Go to the RETURN SECTION to have more information. 

 

Q- Can I make an exchange?

A- No, it is not possible to make any exchanges. 

 

Q- Can I make a return? 

A- We do not accept any returns. You can cancel your order before it is shipped. Please visit the section RETURNS POLICY to know what are the guidelines and the steps to cancel your order.

 

Q- I received my order and it got damaged in transit. What are my solutions? 

A- We are sorry that this has happened. Please write to us at EMAIL and indicate your last and first name - your order number - and send us a photo of the damaged product. Please allow us approximately 48 hours to contact you and find solutions. 

*Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

 

GENERAL

Q- What payment methods are accepted when I am Shopping at Atelier Hourglam? 

A-

  • Paypal 
  • Credit card (Visa, Master Card, American Express) 
  • Atelier Hourglam gift card 
  • Apple pay 
  • Google pay 

 

Q- Do I absolutely have to create an account to buy at Atelier Hourglam? 

A- No. You can use the option "buy as a guest". But, To be part of the SELCA MEMBERSHIP and get the benefits associated with it, you will need to create an account. 

 

Q-Is it possible to buy an Atelier Hourglam gift card? 

A- Yes. You can purchase a virtual gift card (menu > specific products > Gift Cards). 

 

Q- What is the SELCA MEMBERSHIP?

A- The program Selca membership is a free reward program offered by Atelier Hourglam to its customers who reside in Canada. This program allows you to earn points on all your purchases and obtain exclusive advantages. There are three levels: ELITE-GLAM MAKER and IDOL. The more points you accumulate, the more you will be able to climb to the next level. See the REWARD section for more information. 

 

Q- Do I have the right to be part of SELCA MEMBERSHIP and to accumulate points? What is the advantage of buying "with an account" or "as a guest" 

A- Having an account with Atelier Hourglam is a faster way to shop. Your profile and your contact details will be saved securely only once. Your next transactions will be done quickly without having to redo the entire registration process. Your preferences, your address book, your point bank as well as your order status will also be saved in the "my profile" section. 

While with the option to "buy as a guest", you will have to fill out the order form with each transaction and redo all your preferences on each visit. 

If you have an account with Atelier Hourglam, you will automatically be part of the Selca Membership. You will get benefits and you can accumulate points for each transaction (go to the rewards program section to find out more).

Please consult our Reward policy.