Return and Refund Policy

At Torsade Atelier, each piece is carefully handcrafted in small quantities. Due to the artisanal nature of our products, returns are not accepted unless the error is on our part.

Reporting an Issue

You have 30 days from the date you receive your order to report any issue. To do so, please contact us at info@torsadeatelier.ca. We will review the situation and determine what can be done based on the circumstances.

Errors on Our Part

If you receive an incorrect item (model, color, quantity, or any other mistake related to the preparation of your order), we will take care of the situation. Depending on the case, we may send you a replacement item or issue a full refund if the original item is no longer available and no other item from our collection suits you.

Photos of the item received, the packaging, and your order number may be requested to confirm the error.

Non‑Returnable Items

Due to their handmade nature and small‑batch production, all Torsade Atelier items are non‑returnable and non‑exchangeable, except in the case of an error on our part. Personalized items, special orders, and sale items are never refundable.

Damages and Issues Upon Arrival

Please inspect your order upon reception. If an item is damaged or if you receive the wrong product, contact us promptly at info@torsadeatelier.ca so we can assess the situation.

Refunds (in Case of Confirmed Error)

If a refund is approved, it will be issued to your original method of payment within 10 business days. Please note that processing times may vary depending on your financial institution. If more than 15 business days have passed since your refund was approved, please contact us at info@torsadeatelier.ca.