F.A.Q.
Looking for more information on products, orders and shipping? Consult the frequently asked questions here.
How I know that my order has been placed?
After your order has been placed, you’ll receive a confirmation email with the resume of your order.
How can I do the payment?
The currently available payment methods are Credit Card (Visa, MarterCard and American Express), PayPal, Apple Pay, Google Pay, Multibanco & MB Way (available in Portugal) and bank deposit.
Do you accept phone orders?
No, we only accept orders made at our Online Store.
How long will take my order to be shipped?
Most of our products are carefully produced by order, specially for you, and normally need 5 to 7 business days to be shipped, after the payment is confirmed.
It’s missing or there is an incorrect item in my order. What should I do?
If an item is missing or is incorrect, please contact us.
How is the delivery made?
The deliveries will be made by DHL Express for European and Worldwide shipments and CTT for Portugal and Spain shipments.
What is the estimated delivery time?
Orders from European and North American customers will be delivered within 1 or 2 business days. For other continents, the estimated delivery time is 5 business days.
We will not be responsible for any delay issues caused by the carrier.
What are the shipping costs?
Please find all the shipping costs information detailed in the Shipping & Returns section.
Will I need to pay for customs and import charges?
If the delivery country is outside the European Union, customs duties may be required and should be paid by the customer upon delivery. Atlanta Mocassin has no control over the charges, and can not tell what the cost will be, as customs policies and import duties may vary from country to country.
How can I track the delivery of my order?
After your order leaves our warehouse you will receive an email with the tracking number and the link to follow your order.
What happens if I’m not at home when my order arrives?
If the carrier is not able to deliver at the first attempt, you will be contacted by the transporter service or our Customer team to agree with a new date and time for delivery. In the case of CTT, when the first delivery attempt fails the order might be delivered at a drop point nearby your shipping address. Orders not delivered will return to our warehouse and any eventual import or shipping fees related to the automatic return will be deducted from the refund.
Can I have my order redirected to a different address?
For your security we aren't able to change the address while the order is already in distribution.
What should I do if my order hasn’t been delivered yet?
If your estimated delivery date has passed and you haven’t received your order, please contact us.
What is your return policy?
After receiving your order you have 14 days to return it. Please find all the return details and conditions in the Shipping & Returns section.
How can I know if you received my returns?
After receiving your return, we will send you an email to notify that it has arrived and meets or not all the return conditions.
Do you refund delivery charges if I return something?
We only refund delivery charges in exceptional situations: when a received order is incomplete, has an error, is damage or is faulty. Even in these exceptional situations the items must not have any signs of use.
When will I receive the refund?
After confirming that all return conditions are met refunds may take up to 5 business days.
Can I exchange an item?
We do not accept exchanges, only returns.
For any questions please contact us by phone +351 229 039 950 (call to the national fixed line) or email online@atlantamocassin.com.
