Shop Policies

All of our shop policies are listed below. If you have any questions, please don't hesitate to reach out and ask. We are transparent and committed to providing you the best small business service possible. 

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PAYMENT

What are my payment options? 

We accept payments through e-transfer, PayPal, and Square (credit card payments via the website and in person). Personal cheques are not accepted. 

PayPal: You do not need a PayPal Account to pay for your items through PayPal. You can simply choose the PayPal option during checkout. After you submit your order, click the "Pay Now" button. Scroll down and you will see the option to pay with a Credit or Debit Card without having to sign up for a PayPal account.

 

Square: Website orders and local point of sale purchases can be made with your Credit Card through Square. If you would like to meet us in person, check the "Events" page to see where we will be and when so you can come and say hi! 

 

E-Transfer: Some people prefer to avoid parts of their payment going to big corporate entities like PayPal and Square. We don't care how you pay (whatever is the most convenient!), but if this is something you are conscious of with regards to helping small businesses grow, we absolutely will accept e-transfer. 

Packages will not be sent until payment has been received. If you are having issues with PayPal, Square, or any other aspect of the transaction, please do not hesitate to contact us. We will work with you to find a resolution!

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SHIPPING

How will my order ship?

To make shipping as affordable as possible, when possible all Canadian shipments are sent via Canada Post's regular mail service. Shipments to anywhere else in the world will be shipped via Canada Post's expedited small parcel service. Please note that we do not provide tracking on our packages. With recent changes to shipping services, tracking has become prohibitive in cost. If you would like your order shipped specifically with tracking, please contact us at hello@chelseabuns.ca and let us know as soon as possible. The difference in shipping will be billed to you separately via PayPal. 

 

We always do our best to process orders within 3-4 business days, but we can't always guarantee it. If you have questions on when your order will ship, just drop us an email and we will get back to you as soon as possible. As soon as your product ships we will send you an email confirming your goodies are on their way! We are working on a shipping grid which will help you tell how long orders leaving the National Capital region should take to get to your area. 

Just a side note regarding fees over the border - Chelsea Buns Cross Stitch is not responsible for any customs, duties, or extra charges cross-border applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

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RETURNS & EXCHANGES

What if I'm not happy with my purchase?

We want to make sure you are in love with what you have purchased from us and will make things right if you aren't happy. Everyone works too hard for their money to be disappointed!

Returns: If you ordered something you just aren't thrilled with, please reach out to hello@chelseabuns.ca within 5 business days of receiving your order and we will make it right. Any product you return must be in its original condition. The buyer is responsible for return shipping costs. Original shipping fees are non-refundable. 

 

Exchanges: We will happily exchange an item if you think you'd prefer something else! Please contact us at hello@chelseabuns.ca within 5 business days of receiving your order and let us know what's going on. Same as above, any product returned must be in its original condition and the buyer is responsible for the return shipping costs. Original shipping fees are non-refundable. The original item purchase price will be applied to the item you wish to receive. Shipping of the new item will also need to be paid by the purchaser. 

Once we receive your email, we will provide details on how to proceed and a shipping address so you can return your item(s). We pride ourselves on excellent customer service, so let us make this right for you! 

PRIVACY POLICY

How do you protect my personal information? 

We collect personal information including name, mailing address, email address, phone number, favourite colour, etc. This information is collected in order to fulfill orders. We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via PayPal,  Square, email, or other direct contact from you. We will not sell or rent this information to anyone.
 

We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.
 

We follow new Canadian Anti-Spam legislation and only send out email communications with your direct consent. You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via emailing us at hello@chelseabuns.ca.

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