FAQ

The shoes I want are sold out, will there be a restock?

Please email us with the shoe model you are after and we will get back to you.

Where do you ship?

We currently ship worldwide, free of charge. If you are residing in an embargoed by the EU area, please contact us so we can doublecheck with our courier provider before you place an order.

How can I track my order?

You will receive an email with a tracking number when your order is shipped. Please follow the link in your email to track the progress of your package.

Can I exchange a product for a different size, colour or style?

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 in a separate transaction.

How long will it take for my order to arrive?

Unless there is a specific dispatch start date communicated on our website, shoes are shipped with a quick turnaround from our warehouse and should reach you within 3-5 business days. 

Jewellery orders may take up to 15 business days to arrive as they are made-to-order.

How do ATANAs fit?

ATANAs have a standard fit and follow Italian Sizing. If you have a particular concern around fit, do not hesitate to contact us on customerservice@houseofatana.com so we can be more precise in addressing your query. 

Do you have a physical store?

Our brand is only sold on houseofatana.com and affiliated social platforms.

How do I place a return?

To return an item purchased here, please email us on customerservice@houseofatana.com and quote the order number and reason for your return. You can do so within 14 days of receipt of your order. You will then receive a label from our affiliated courier service and have to follow instructions on sending it back. 

A flat Return Fee of EUR 25 will be deducted from your refund amount when processed. This covers your return shipping and processing.

How long does it take to process a return?

It takes between 3-5 business days to process a return after receiving the package back in its unworn and unmarked condition and original packaging. Returns unfit for re-sale are not eligible for returns and we will return them back to you.

What forms of payment do you accept?

We are currently processing payments using PayPal as well as all major credit or debit cards.