Shipping & Returns
SHIPPING
All ATANA products are shipped free of charge with an express courier service worldwide.
Unless there is an explicit dispatch start date communicated on our website, shoes are shipped with a quick turnaround from our warehouse in the EU and should reach you within 3-5 business days.
If you are residing in an embargoed by the EU area, please contact us first so we can doublecheck shipping options with our courier provider before you place an order.
DUTIES
We operate out of the EU so no additional taxes or charges will be applied for European destinations.
Customers from the United Kingdom will also receive their products tax and duties paid, so no additional charges will apply.
US clients are exempt from import duties on orders bellow $800. If your order exceeds this amount, any taxes and duties applied upon import will be covered by the customer.
Customers from Rest of the World will have to cover applicable taxes and duties upon import. Our courier will be in touch to help with the process and expedite product delivery.
RETURNS
Do try your ATANAs in the comfort of your own home but always on soft or carpeted flooring to avoid any signs of wear to the leather, sole or embroidery. If you change your mind about your purchase, please follow the below procedure:
STEP 1: LET US KNOW about you RETURN
You can initiate a return within 60 days of receipt of your item.
Let us know your order number and reason for the return. We will then respond with your return’s approval and email a return label for print.
Alternatively, email us at customerservice@houseofatana.com with your request.
STEP 2: CALL COURIER for PICK-UP
Arrange a pick-up with the named courier in Step 1 by phone.
STEP 3: PREPARE the PACKAGE
Prepare your return in its original unworn, unmarked and boxed condition (with original ATANA box and packaging). Returned products that do not meet this criteria will be sent back to you.
To protect your package, you should use the transport box you received it in. If you no longer have that, please make sure the shoe box is safely wrapped as we will not refund the full value of items failed to be properly protected in transit.
STEP 4: HAND in to COURIER
Hand in your package and printed return label to the courier upon pick-up. Make sure they attach it to your box.
STEP 5: NOTIFICATION of REFUND
Once we receive and inspect your package, we will confirm its receipt and process the return of funds.
EXCHANGES
We are not able to process automatic exchanges. If you need to make an exchange for another size or colour, we will be processing your return first and notify you when complete. You can arrange for the purchase of the desired product separately.
