FAQ

Welcome to our FAQ page !!

I added here the frequently asked questions. I hope this helps you more, if you don't find the answer to your question here please send me a message with the form just below the page :)

 

 

QUESTIONS BEFORE ORDERING SOMETHING FROM AHB

 

- Are the crewnecks true to size ?

Yes they are.

However, all the crewneck, t-shirt and hoodie are unisex sizes, they can be a little bit loose when you choose your size. If you want an oversized look you can go up 1 size.

 

- I'm not sure about the size because it's for a gift, what can I do ?

It's always better to take a look at the size charts, but if the person normally wears a Large and you're not sure if it will be too small you can go up one size just to be sure or send me a message and I'll help you decide the correct size.

You can verify the size charts under every item or click here .

 

- If I choose a design with a dark lettering on a dark crewneck colour, will the embroidery thread be changed (pre orders only) ?

Yes always!!

I always change thread colours if I have to. You can also request a specific thread colour if you want, you just need to send me an email or send me a message with the form just below.

 

- Can I include a message or a card on a package ?

Yes of course!! You can add a gift card with a message. You can add all the details under Order special instructions when you're viewing your cart or just send an email to info@atelierhiboublanc.ca

  

- Can I order in bulk or more than 5 items, and is there a special price ?

Yes of course it's possible. You can make your request just HERE . 

We can also do business orders with your logo on it, or items for you to resell it.

 

- Can I choose ''pick up'' for my order ?

The pick up option is now available!! You'll have the option to choose between pick up or shipping once you're at the check out.

 

- If I order a PRE ORDER ITEM and a IN STOCK ITEM, are they going to be shipped out together ?

Yes. If you have a pre order item in your order, you'll receive your package once the pre order item is ready to be shipped out. 

If you don't want to wait 1-3 weeks to receive the regular item that's in your order you can choose the option TWO SHIPPING at the checkout. You'll then receive two different tracking number.

 

- Can I have another crewneck colour that is not on the list (pre orders only)?

Normally if it's not on the list it means it's more difficult for me to get those colours, BUT it doesn't mean that it's impossible! I always try to help you in the best way I can, there can be a bigger delay and some extra cost if it's a rare colour.

  

- What's the best way to contact you ?

By email: info@atelierhiboublanc.ca  I'm the only one who answers all of our inboxes and it can get messy sometimes. I apologize if it takes me more time than usual.

 

 

QUESTIONS AFTER ORDERING SOMETHING FROM AHB

 

- Can I change the size of the item once it's ordered ?

Yes of course. However, you need to send me a request for an exchange as soon as you receive your item. There can be a delay on your new production time if your requested size is on pre order or if the item is now out of stock.

There can be some extra charges for the new shipping label.

 

- Can I receive my order sooner than the production time (pre orders only)?

Yes. I'm still adjusting to the volume of orders. If you need the item before a specific date send me a message and I will try my best to add a rush to your order if it's possible.

 

- I haven't received my tracking number yet, is it normal ?

Every order from Canada has automatically a tracking number.

Once your order is ready to be shipped out you'll receive a shipping confirmation email with all the details about your shipping. Please verify if your email address is the correct one when you're at the checkout.

If the normal production days have passed and you didn't receive any email, you can verify your spam emails. If there's still nothing you can send me a message with the form just below to verify the status of your order (it can be due to a production delay or that you haven't entered the correct shipping address and it was shipped out to a wrong address.

Either way it will be my pleasure to help you :) .

 

- How to wash my crewneck, t-shirt or hoodie ?

Here are the washing instructions for each item

Embroidered items and printed items are washed the same way:
  • wash with similar colours, wash inside out
  • machine wash in cold water
  • do not put bleach or fabric softener
  • dry on DELICATE heat or low\medium heat
  • do not dry clean
  • you can iron the EMBROIDERED ITEMS ONLY (it actually gives a better look if you iron on the embroidery design).

 

- I haven't received the correct item, what do I have to do ?

You can send me an email to info@atelierhiboublanc.ca  with your order number and info about the mistake, I'll send you all the information about the return process and how to ship it back to AHB. 

 

- I received a tracking number but never received my order, what can I do ?

First of all I'm so sorry if you never received the item, but don't worry I'm here to help you.

Sometimes the system of our carrier takes more time to update on your side where the package is.

When the package is lost you stop receiving updates about the tracking. If this happens to you, just send me an email to info@atelierhiboublanc.ca  with your order number and info about the situation & I'll be more than happy to help you get your order (once our carrier confirms that it's a lost package, I'll be able to ship you a new one or refund you the order).