Last Updated: Winter 2024

If you have any other questions, please contact us

Products

What are the base materials?

The base materials are either sterling silver or brass.

Will your jewelry turn me green?

Items from our Solid Silver Collection don't rust. Also, most of our new arrivals were electroplated with 14k gold, they are much more durable than regular platings. Please keep gold-plated jewelry away from hand sanitizer, perfume, dry shampoo and any chemicals may contain alcohol. Alcohol will damage the gold-platings.

Are your rings adjustable?

All of our rings are adjustable. Some of our rings can be adjusted to smaller sizes, depending on the style. For instance, single-layered rings without side gems, like our 'Pink Heart Ring - Layla,' can be adjusted to sizes 3–5 by overlapping the ends.

What's the difference between Regular and Sample Sale items?

For the items on sample sale, there are minor imperfections on them but they are barely noticeable. Imperfections might include scratches, dents, or glue left on the surface, no broken items will be sold.

Are your products hypoallergenic? 

We use hypoallergenic materials such as Sterling Silver (nickel and lead free) and Gold. Please read the product description carefully before placing an order. If you have extremely sensitive skin, you might need to consider jewelry made with solid gold. You can visit our Material & Jewelry Care Guide for more information.

The item I want is out of stock!

We restock popular items regularly. Sign up for restock notifications on the product page to be notified as soon as it becomes available.

Do you have a jewelry care guide?

Yes we do!

At Abbott Atelier, we take pride in using premium materials that embody both affordability and durability. Here are some care tips for our different materials:

Sterling Silver (Hypoallergenic):
925 sterling silver is safe on sensitive skin. As sterling silver is soft and prone to tarnishing, gently straighten the earring posts by hand and use a polishing cloth for cleaning.

Gold Plated:
Gold-plated jewelry features a thin layer of gold over a base metal. Avoid contact with water, chemicals, and substances like hand sanitizer or perfume for prolonged brilliance.

Gold plated over brass or alloy: Not Hypoallergenic.

Gold plated over sterling silver: Hypoallergenic.

Freshwater Pearls:
Each of our freshwater pearls is natural and unique, sourced from farmed oysters and mussels.

Gemstones:
Our jewelry may feature various gemstones, such as cubic zirconia, rhinestones, turquoise, howlite, amber, and opal. To protect their brilliance, avoid contact with chemicals and hard surfaces.

Other Materials:
In some of our designs, we may incorporate materials like enamel, eco-resin, or high-quality alloys to add artistic flair and unique charm. Materials will be listed on the product page. 

Remember, taking a little extra care will keep your cherished pieces looking radiant for years to come! If you have any questions, feel free to reach out to us. Happy accessorizing! ✨💎

 

Placing an Order

It's a gift! What are the options?

All our receipts are gift receipts without any prices, and we have gift packagings available: here. For special requests, leave a note on the cart page: here. We’ll reach out only if we can’t fulfill your request. For more help, contact us at hi@abbottatelier.com.

Will I be charged duties or taxes?

For U.S. orders, you will not be charged with duty and tax.

For Canada, we currently charge for GST and PST. No duties will be charged.

I have a coupon code, but it's saying invalid.

  • Gifts are applied after discounts, before taxes and shipping. 
  • To receive free gifts with your order free gift must be selected from the popup window as shown below. No replacement will be sent if it wasn't selected with your order. Please review your order summary carefully before payment.
  • If you have a coupon code: Please enter your coupon code from the Free Gift popup window not during checkout.
  • Orders will be processed in USD to ensure accurate calculations. 
  • Gifts will be added during checkout under the Order Summary, not in the cart.
  • Gift options are subject to change without notice, while supplies last.
To use your coupon code, please enter it in the pop-up as shown: 

Can I stack multiple discount codes?

Our system allows only one discount code per order. This ensures fair pricing and avoids system errors.

How do I use store credit?

Your store credit is automatically saved in your account and can be used like cash at checkout under the payment method section. It never expires, so you can use it whenever you like!

Can I cancel or update my order?

You can cancel or update your order as long as it has not been shipped. We will accommodate any changes on your order if it’s possible to do so. Please email hi@abbottatelier.com to cancel an order or update your order information.

Why is a free gift missing from my order?

Free gifts are applied based on your order subtotal after discounts and before shipping and taxes. If your subtotal dropped below the qualifying amount after applying a discount code, the system may have automatically adjusted the free gifts.

If you believe there was an error, please reach out to us with your order details—we’re happy to review and make it right for you!

I forgot to apply my discount code.

We can’t retroactively apply discount codes, but we can offer two options:

  • Cancel your current order so you can place a new one with the discount code.
  • Manually apply the discount and refund you the adjusted amount.

Send us an email at hi@abbottatelier.com, so we can sort things out for you.

Can I change my payment method after placing an order?

Unfortunately, we’re unable to modify payment methods once an order has been placed. If needed, we can cancel your order so you can place a new one with the correct payment method.

Can I combine multiple orders to save on shipping?

Yes, if your orders haven’t shipped yet, we can combine them and refund the extra shipping fee. Just let us know your order numbers!

Shipping & Delivery

Where are you located? How long does it take for me to receive my package?

We ship all orders from Vancouver, Canada.

  • U.S. orders: 4-7 business days (USPS)
  • Canada orders: 5-9 business days 
  • Rest of the world: 14-28 business days
  • Processing time: 1-2 business days
  • Free standard shipping over 50 USD

Our shipping partner doesn't accept any packages on holiday and weekends. All orders placed during holiday and weekends will be shipped out on the next business day.

Why am I not receiving any confirmation emails?

There might be a typo in your email address, or your inbox could be full. Please reach out to us at hi@abbottatelier.com to update your email address. Once updated, we’ll make sure to resend any emails you may have missed.

How can I track my order?

Once your order ships, you’ll receive a confirmation email with a tracking number and link. Simply click the link to view your shipment's status. If you haven’t received your tracking information, check your spam folder or contact us at hi@abbottatelier.com, and we’ll be happy to assist!

Why is my package not updating or skipping scans on the tracking page?

It’s common for some packages to skip scans during transit. This can happen if:

  • The package is manually processed by the shipping carrier.
  • The tracking information doesn’t update until the package reaches the next major sorting facility or its final destination.
  • The courier skips scanning during busy times to expedite deliveries.

If your package hasn’t shown any updates for more than 7 business days or seems stuck, feel free to contact us! We’ll reach out to the shipping carrier to investigate further and keep you updated.

I received a text from USPS saying there's an issue with my delivery.

If you receive a text from USPS about an address error or additional fees, it might be a scam. To verify, we recommend contacting USPS directly through the official contact information on their website. Avoid responding to suspicious texts or clicking any links included, as they could lead to phishing attempts or fraudulent sites.

My package is missing!

In the rare event your package goes missing, please contact your local post office immediately. It’s usually more effective to call or visit in person and speak with a representative directly rather than emailing them, as they can provide immediate assistance.

Your local post office can check the GPS coordinates from when your package was marked as delivered. This can help determine if it was delivered to the wrong spot/mailbox, held at the post office, left in the delivery truck, or picked up by someone else at the same address.

The sooner you reach out to the post office, the better the chances of retrieving the package before it becomes more difficult to track down. Please don’t wait until the next day to contact them, as time can make a big difference. If you purchased insurance for your package, please get in touch with us to initiate an insurance claim on your behalf.

My package is being sent back!

In cases where the delivery person is unable to deliver your package—whether due to an incomplete or incorrect address, an unrecognized recipient, or lack of access to the location—the package may be returned to us. Unfortunately, return shipments can incur a return shipping fee, and they are often processed with low priority, meaning it can take 1-2 months for us to receive the returned package.

We understand how frustrating this can be, and we want to avoid any inconvenience for you. If you realize your package is being returned, we recommend contacting the post office immediately to request that they redirect the package back to you before it completes the return journey. This step could save money and help you receive your order sooner.

If the package is sent back to us and cannot be redirected, please contact us for a reshipment. Unfortunately, the reshipment is not free and will include the return shipping fee plus a reshipping fee, which typically costs around $12 - $15 based on where you live.

If you no longer want the package, we charge a restocking fee of $15 to cover shipping, labor, and packaging costs, and please note that the original shipping cost is non-refundable.

Exchange & Return & Refund

Do you allow for exchanges or returns?

If you’re not happy with anything about your order with us, we want to make it right! Send us an email at hi@abbottatelier.com within 30 days of getting your order, letting us know you need to return or exchange something.

Our customer support team will be glad to help you figure out a solution within 1-3 business days. Please note that we do not cover shipping fees for returns/exchanges. We apologize for any inconvenience.

I was charged extra fees.

Sometimes, banks or credit card companies may apply additional fees for processing certain online payments. It’s possible that the amount you noticed is related to such a fee. We kindly suggest reaching out to your bank to check if they have applied any processing or service fees for the payment. 

I placed an order but I was charged 2 times.

In rare cases, you may notice two transactions in your bank account after placing an order. Rest assured, this doesn’t mean you’ve been charged twice. What you're seeing is a pre-authorization request by your bank before the actual payment is processed. One of the transactions will be automatically reversed, and you’ll only be charged once for your order.

My item arrived damaged.

We’re so sorry! Contact us with your order number and a photo of the damaged item, and we’ll arrange a replacement, refund, or store credit.

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