FAQs

Frequently Asked Questions | atfishlake Hamid Attie Photography


SHIPPING + DELIVERY

We are based in beautiful Vancouver, Canada! All orders are shipped by us from our office in Vancouver. Standard orders to Canada and the US will never have duties. All international orders are subject to import duty taxes, VAT and handling fees, which we are not responsible for. 

YES! We offer FREE shipping to Canada and the US on all orders over $49 USD after discounts and promo codes.

Free shipping is not currently available to destinations outside of Canada and the US.

 

All in stock orders are shipped within 2-3 business days. 

Upgraded Express shipping orders are prioritized and are shipped within 1 business day. 

If your order has not shipped within this time frame, it may be because of:

  • Pre-order items
  • Items that are not in stock and have an estimated ship date
  • Personalized items
  • Missing information - check your email!

If your order includes any of the items mentioned above, your entire order will be shipped in full as soon as ALL items are available. If you require certain items before your item arrives, we recommend placing separate orders. If you have any questions, email us at sales@atfishlake.com.

For more information, visit the product page of the item ordered or view our shipping policies.

Due to current global situations, please expect that packages may arrive after the estimated delivery time frame listed below during this time. As postal services are dealing with increased volumes and implementing safety distancing measures, please check your local postal outlet or their website for more details. Note that we are not responsible for undeliverable packages.

The time it takes for your order to arrive will depend on your location and shipping method. Shipping times are only estimates and exclude holidays, weekends and unforeseen postal delays. Once an order is shipped, we are unable to expedite it.

Canada: 3-8 business days 
United States: 4-6 business days 
International: 15-45 business days 
Express Shipping: 2-4 business days

For more accurate information on when your package will arrive, refer to your tracking number. Please allow a few days for it to register.

More information about our shipping policies

You'll never have to pay duties on standard shipping to Canada or the US! Orders shipping to international locations and express shipments to the US may be subject to import duties, handling fees and VAT, which we cannot control.

Once your order has shipped, you'll receive a shipping confirmation email containing a link to track your package. Please allow a few days for your tracking to start working.

More information about our shipping policies

If you’re in Vancouver, you have the option to pick up your order at our office located in historic Gastown! Just select "Pick up" as your Delivery Method when you check out. Once your order is complete and ready for pick-up you will receive a notification email that will contain a link to book a pick up time. 

Due to the covid-19 pandemic, please ensure that you are wearing a mask and have your order number ready. 

There are also local boutiques that carry select pieces from atfishlake. Get in touch to get the list!

If an item has an estimated ship date, it means it's currently out of stock and in the process of being restocked, and estimated to be available to ship on the date specified. This gives you the option to purchase and reserve the item(s) you want in advance and guarantee you'll get them.

Payment for the item will be taken at the time the order is placed and your card will be charged upon checkout.

NOTE: Your entire order will be shipped in full as soon as ALL items on your order are available. If you require certain items before your item arrives, we recommend placing separate orders. If you have any questions, email us at sales@atfishlake.com.

All personalized jewelry and accessories are made to order at the time of purchase. Because of this customization, personalized pieces ship in approximately 4 weeks.

Please note that if you choose to ship your order with expedited shipping, your item will be express shipped in approximately 4 weeks.

If your tracking number says that your package has arrived but you haven't received anything, we suggest doing the following: 

  • Verify the shipping address on your order is correct
  • Look for an attempted delivery notice slip
  • Double check your area in case it's stored in a hidden area
  • Check to see if your neighbours or someone in your residence accepted it
  • Allow an extra 1-2 days - in rare instances, orders have been marked as delivered before actually arriving

If your package is over $200 US, it is automatically covered by Route+ for lost, stolen and damaged packages. You can file a claim directly with Route. > Learn more.

atfishlake is not responsible for lost or stolen packages, but we'll try our best to help you recover and track down your package. If your package is still no where to be found, please contact us at sales@atfishlake.com.


CUSTOMER CARE

You can create an account with us here.

You can also create an account during the checkout process. We recommend creating an account so you can view your order history and save your information for quick and easy checkout in the future.

Orders are processed in either USD or CAD. This can be changed on the top right corner of the website. If you are paying via PayPal, your order will be processed in USD, even if your cart is in CAD - there is no other currency accepted via PayPal a this time. 

We want you to be happy with your jewels! If they don't make you say "olive it," you can return qualifying item(s) for a refund, exchange or store credit within 60 days from the order date. Just click here for a return request. If you had an issue with your product, please reach out to our team at sales@atfishlake.com; we are happy to work with our customers and offer replacements within 90 days of purchase.

We charge $7.95 USD for the return shipping label for orders within Canada and the USA. All shipping and handling charges are non-refundable. Note that we do not accept packages shipped with DHL, FedEx, UPS, any other couriers. Packages incur duties/customs or handling fees will be not be accepted.

Returned items must be:

  • Unworn, Unused and in new condition
  • In their original packaging
  • Sale items, personalized items, hair accessories, jewelry care, accessories, beauty & skincare products, greeting cards, drinkware and novelty kits are FINAL SALE
  • Promotional discounts are subject to be final sale items. Please see fine print of promotional discount code before purchasing
  • Accompanied by the original packing list

 

More information about our return policy.

Oh no! We're so sorry - we know how much of a bummer this is. Although we inspect each item before and package them with care, damages or defects can happen during shipment.

If you find yourself in this situation, please contact us immediately at sales@atfishlake.com with your order number and photos of the damage. We'll have a look and let you know how we can fix it for you!

If your package is over $200 US, it is automatically covered by Route+ for lost, stolen and damaged packages. All claims can be filed directly through Route. > Learn more.

Please note we are unable to accept reclamations beyond 60 days pass the date you received your order and damages incurred from wear and tear or mishandling of the item.

We love that you're gifting our pieces! Your order will automatically include a pouch for gifting. Our gift boxes can be purchased as an add-on to your order.

You can also ship a package directly to the recipient. Just enter their information in the shipping address upon checkout. We love surprises!

Yikes, looks like you missed out! We try our best to keep our best selling pieces in stock, but sometimes, they just move too fast.

Sign up to be notified when an item is back in stock by entering your email address on the out of stock notification section on the product page. If you're lucky, the product will already be available for pre-order so you can purchase and reserve it immediately. This means that the item is guaranteed to make a comeback, and you're guaranteed to get it!

The best way to hear about new arrivals, promotions and back-in-stock items first is by signing up for our newsletter and following us on social media.

Due to the high volume of inquiries we receive daily, we are not able to adjust your order should you forget to use your code. We hope that this will encourage you to take the time to check out using the proper information. This will save you money, and save us time! 

Prices are subject to change at any time. We are happy to offer a one-time price adjustment on your regular priced item(s) up to 3 days after your order is placed. This applies to regular priced items only and does not include discount code items or items that are part of any other promotion. Please email us at sales@atfishlake.com within 7 days of your order date to request a price adjustment.

We thought you'd never ask! Whether you're trying to create a specific look, learning how to accessorize, looking for an honest opinion or deciding on the perfect jewels for your wedding day, we're here to help. Contact us at sales@atfishlake.com and let's get started. It's completely free!

For more information on becoming an atfishlake retailer, please contact sales@atfishlake.com with details about your business and store.


JEWELRY CARE

We hope you truly love your jewels, and we want nothing more than for them to become staples in your wardrobe! However, fashion jewelry isn't meant to be worn 24/7.

To keep your pieces sparkly and minimize signs of wear, avoid contact with liquids, perfumes, lotions and perspiration as they'll dull your pieces and cause them to wear quickly. Treat your jewels with love and care, and they'll keep sparkling for you!

For more information visit: How to Keep Your Jewelry from Tarnishing

Our jewelry is crafted with plated-base metals ranging from gold and silver plating, to rhodium, 14K gold plating and sterling silver. All our products meet jewelry standards and are safe to wear. We aim to carry stylish and quality pieces that everyone can enjoy.

If you are sensitive to certain components, send us a message and we'll help you find a piece that works!


PARTNERS AND COLLABORATIONS

We love being introduced to new influencers and we're always working on exciting new partnerships. If you're interested in working with us or have an awesome idea, please contact us at partnerships@atfishlake.com.

We try our best to get back to everyone as soon as possible, but due to the volume of requests, we are unable to respond to all emails.

Don't forget to also sign up for our Affiliate Program - it's free!

See bloggers and fans who love atfishlake

We love the opportunity to work with like-minded and complimentary brands! If you are part of a brand that you think is a great fit with atfishlake, we'd love to hear your ideas on a potential partnership. We are completely flexible and able to accommodate partnerships of varying capacities. Please contact us at partnerships@atfishlake.com.

We work with a few overseas manufacturers to make our designs come to life, each of which we've met face to face! We choose our partners based on the quality of their product, craftsmanship skills and experience in the field, but also how they operate. It's important that the companies we work with take care of their employees and create an enjoyable, safe and sociable working environment.

Have questions? Send us an email:
sales@atfishlake.com