Atelier Potterysa

Shipping and returns

Updated: October 2026

This English version is provided for convenience. In case of difference, the French version prevails.

Three ways to get your piece

Studio pickup, free. We agree on a time by email.
Hand delivery in the Ottawa‑Gatineau area, free. At an upcoming market or by appointment.
By mail, anywhere in Canada. With Canada Post and a tracking number. The exact price shows in the cart, based on your postal code and the size of the box.

Packing

Every piece is packed by hand by Ysabel, well protected. Several pieces travel together in the same box.

If your piece arrives broken

It happens, despite all the care that goes into packing. No extra fees, in three steps:

1. Write to us within 7 days of delivery, with a photo of the piece and a photo of the box.
2. Keep the box and the pieces until everything is settled: Canada Post may ask us for them.
3. You choose: a full refund, shipping included, or a similar piece, if the studio has one.

Returns

Every piece is one of a kind: all sales are final. We do not take back or exchange a piece that arrived intact because it no longer suits you. Take the time to look at the photos, the height and the description, and write to us before buying if you have any question at all. If Ysabel exceptionally agrees to take a piece back, return shipping is at the customer’s expense, and the piece must come back intact and well packed before any refund. This rule does not affect pieces that arrive broken, nor your rights under consumer protection laws. If a refund is owed, it is made within 15 days, to the card used.