Frequently asked questions

 

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Shipping

How long does it take to process and ship my order?

If your order is a pre-existing item (already made), it will take up to 1-3 business days to process. Please note that for custom orders, it will take up to 1-2 weeks to have it ready, depending on what item do you want to customize. For further information on custom orders, please contact us.

What shipping methods are available?

Our store is located in Vancouver, BC (Canada). We ship our packages via Canada Post, every order is tracked but not insured. We are not responsible for lost, damaged or stolen packages. However, if there is any problem with your order, we will do our best to locate your package. Non delivered packages will not be reshipped or refunded. If you have any further questions or need a faster delivery please contact us.

What are the shipping rates?

For orders within Canada, we offer a $9.95 CAD flat shipping rate and free shipping for orders over $120 CAD, before taxes. For orders in US, we offer a $12.95 CAD flat shipping rate and free shipping for orders over $150 CAD, before taxes. For international orders, we offer a $15.95 flat shipping rate and free shipping for orders over $180 CAD, before taxes.

What are the delivery estimates?

For orders within Canada, estimated delivery time is between 2-7 business days. For orders in US, estimated delivery time is between 4-9 days. For international orders, estimated delivery time is between 7-15 days. Please note that orders outside Canada may be held at customs and it may take longer to arrive. We are not responsible for any delays due to custom inspections and/or any duty and/or customs fees applied to your order on delivery .

Submitted orders

Can I change or cancel my order?

You can change, modify or cancel your order if it has not been processed yet. Please note that custom orders can’t be cancelled or modified once the order has been confirmed. If an update is needed, please contact us and we will do what we can to make it right.

How do I track my order?

Once your order is shipped, you will receive a tracking number by email which you can use to track your order online through Canada Post.

Exchanges and refunds

How can I return an order?

Unfortunately, we don’t accept returns for any order. However, we will be happy to offer you an exchange or store credit. To be elegible for an exchange or store credit, items must not be washed, worn or damaged. All original tags must be attached. You can exchange it within 15 days of receipt. Please send us an email at hello@belentinasworkshop or contact us if you need an exchange or store credit. Please note that we don’t accept returns, exchanges or store credits for custom orders.

Who should I to contact if I have any queries?

If you have any question or request, please send us an email or contact us. We will do our best to answer your questions and solve any problem.

I need to exchange my order. What I should do?

Please send us an email with your name, order number and the item(s) you would like to exchange. Before you send any item back, please note that you will have to provide us with a tracking number for your exchange. We are not responsible for any shipping fees and/or for delayed or lost packages.

How long it will take to have an exchange?

Once we receive the item that you want to exchange, we will inspect it. If the item is in the same condition that was sent, we’ll start to process your exchange. We will do our best to process it as quick as we can. However, it may take 1-3 business days to have it ready to ship. We will ship it back to you, without extra cost, as oversize letter through Canada Post. Please note that this option doesn’t provide a tracking number. You will be able to add a tracking option for an extra fee.

Still have questions?

You didn’t find what you were looking for? No worries! You can use our contact form to get in touch with us and submitt your inquires. We will be happy to help!