FAQ

A considered collection of practical answers for curious minds. FAQ brings together common questions about vintage care, returns, shipping, and international policies — including guidance for EU and German buyers. From how we launder textiles to how we date our pieces, each answer is here to inform, clarify, and make your experience feel personal and easy.

 

Are cancellations accepted?

It largely depends on when the order was placed and if the item has already shipped. Once retrieved and packed, cancellations are not possible. Although, we gladly accept returns, please see below for details.

 

Who is responsible for customs and import taxes?

Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.

 

Do you accept returns?

We gladly accept returns. Simply, contact us to let us know that you will be returning the item within the 14 day return window. Refunds will be issued once we receive the item and confirm that it's in its original sent condition. A refund will then be issued, minus the original cost to ship out to you (if applicable).


Are vintage/antique items cleaned prior to shipment?

Absolutely! All items are hand-inspected and cleaned before we photograph and store the item. It is then reinspected at the time of shipment to ensure a clean and scent-free item makes its way to you.

 

What does freshly 'laundered' mean?

Who doesn't love a vintage woven print? Must smell, not so much. We ensure a 'scent free' neutral smelling woven item by hand washing the item in three cycles. The first is in a vinegar soak, second a baking soda bath, finally a 'free and clear' sensitive detergent wash. Items are then air dried and ironed (if applicable) to ensure no additional warping of the item.

 

How do you date your vintage pieces?

Through a mix of research, maker’s marks, design features, and materials — and just as importantly, experience. Years of handling vintage items have helped me develop an intuitive sense for age, quality, and origin. I always aim to provide the most accurate estimate possible.

 

I'm in Germany, are you LUCID compliant?

On January 1, 2019, Germany’s Packaging Act (VerpackG) came into effect, imposing requirements on online retailers (including Etsy shops) selling to buyers in Germany. The Packaging Act promotes recycling and reuse of packaging materials (e.g. cardboard boxes, tape, bubble wrap).

Chenuz Atelier is registered with LUCID, which is the Packaging Register of the Stiftung Zentrale Stelle Verpackungsregister (Central Agency Packaging Register – ZSVR).

Producers/distributors pay a license fee to the dual system for the collection, sorting and recycling of the packaging they introduced to the market. My Dual System partner is Activate by Reclay. A certificate or license can be provided.

Please recycle my packaging where possible - Danke!


 

Do you charge VAT to EU customers?

Chenuz Atelier is based in Canada and does not currently charge VAT at checkout for EU customers.

 

If you’re located in the European Union, your order may be subject to:

 

  • VAT

  • Customs processing fees

  • Handling charges, depending on your country

 

 

These fees are collected by your local customs office when the parcel arrives and are not included in the checkout total on our website.

 

We recommend reviewing your country’s import policies before placing an order. If you have questions, we’re happy to help.