Frequent Asked Questions

How can I order?

You may place an order by following a few steps:

1. Choose the product(s) you want and select the size(s) you want;
2. Add those Add to the Cart;
3. Proceed to Checkout or Continue Shopping;
4. Click on Cart;
5. Click to Checkout;
6. Fill the shipping information;
7. Click to choose the payment method;
8. After choose the payment and put the payment info, fill up the Billing Address or use the same as Shipping Address;
9. Click on Review Order and you will be able to see and still edit the order camps;
10. If everything is all right, click on Complete Order;
11. The ordering process is completed.

 How I know that my order has been placed?

 After your order has been placed, you’ll receive a confirmation email.

How can I do the payment?

The following payment options are available in our Online Store:

Paypal – If you have a PayPal account, you just have to do your log in on the Shipping Address page. Or, you can also fill up your shipping address and choose the Paypal payment, in the page “Payment Method”, that you will find out ahead;

Amazon Payments – If you have an Amazon account, you just have to do your log in on the Shipping Address page. Or, you can also fill up your shipping address and choose the Amazon payment, in the page “Payment Method”, that you will find out ahead;

Credit Card - We accept payment cards including Visa, Visa Electron, MasterCard and American Express. To pay with credit card, you must choose de Credit Card option, in the “Payment Method” page. You’ll find this page after the Shipping Address and after Shipping Method pages;

Bank Deposit - After you press “Continue to Payment Method”, you’ll find the Bank Deposit payment option. You’ll receive, in your email, after you complete your order, the information to do the transfer.

Note: We do not accept any other payment method.

Do you accept phone orders?

 No, we only accept orders from our Online Store.

How long will take my order to be shipped?

 All our products are carefully produced by order. They are handmade too with the best materials and high quality leather so, allow 4-6 business days and then your moc’s are ready to be shipped.

How is the delivery made?

The deliveries will be made by specialized courier; FedEx for European and Worldwide shipments and CTT Expresso for Portugal shipments.

 What is the estimation delivery time?

Orders from European and North American customers will be delivery in 2-3 business days. For other continents, the estimate delivery time is 5 business days.

We will not be responsible for any delay issues caused by the courier.

In which countries do you deliver?

We deliver all over the world.

What are the shipping costs?

Iberia Delivery [Portugal and Spain] - 2.50€;

European Delivery [Andorra, Austria, Belgium, Denmark, France, Germany, Greece, Greenland, Gibraltar, Liechtenstein, Luxembourg, Iceland, Italy, Ireland, Monaco, Netherlands, Norway, Sweden, Switzerland and UK] - 10€;

Overseas Delivery [USA, Canada and Mexico] - 20€;

Zone BC.3 Delivery [Albania, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Slovakia, Slovenia, Estonia, Hungary, Kosovo, Latvia, Lithuania, Macedonia, Moldavia, Poland,Czech Republic, Romania, Russia, Serbia, Turkey, Hong Kong, Indonesia, Japan, Malaysia, Singapore, Thailand and Taiwan] - 30€;

Worldwide Delivery - 40€.

 Will my order be charged customs and import charges?

 In most cases, any customs or import duties are charged once the parcel reaches its destination country. The exception to this is for parcels being sent to Non-EU countries (Switzerland, US, Japan…)

 You may be charged for handling fees and taxes as your order passes through customs.

Atlanta Mocassin has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

How can I track the delivery of my order?

 Your order has been sent to you using a traceable service; you can follow its journey to you. You'll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

 What happens if I’m not in when my order arrives?

Someone needs to be in when your order is due to be delivered as we may need a signature. Don’t worry if you aren’t as our carrier usually tries to deliver more than once.

If anybody was in, the courier will left a note to inform you that you can schedule a delivery or pick your order up in one of the courier stations.

Can I have my order redirected to a different address?

For your security we aren't able to change the address your order is being sent to. Don't worry – if you're not in when a delivery is attempted our carrier will leave a card advising how to arrange a redelivery or where you can pick up your parcel.

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 our Customer Care team we can help you further.

It’s missing or it has an incorrect item in my order. What should I do?

 If an item is missing or is incorrect, please contact our Customer Care team with the order number and the missing item's name. We will resolve the issue for you as quickly as we can.

What is your return policy?

Do you want to return something? No problem!

Follow these steps:

• You can return any item for a refund within 14 days of receiving your original order;
• Proof of purchase and original packaging are required to be eligible for returning;
• The original packaging must be in undamaged condition;
• Returned items must be in new conditions with no signs of use;
• Fulfill the return document;
• Contact our Customer Service team.

Note that, if the shipped order was supplied in error, incomplete, damaged or faulty, the return transportation costs will supported by us. For other reasons, the shipping value will be supported by you. Please direct any queries to online@atlantamocassin.com before returning any package.

We advise that return orders are sent by traceable methods. Atlanta Mocassin holds no responsibility for misdirected return orders.

I’m a Portuguese customer. How do I do to return my order?

You may do that within 14 days from delivery date. Proof of purchase and original packaging are required to be eligible for returning. The original packaging must be in undamaged condition. Returned items must be in new conditions with no signs of use. Before sending, please contact, by email our Customer Service team.

Pick one courier to send your order back to our office. Unless, your order had a damage, faulty or error the shipping cost will be supported by you.

The address is the following:

Atlanta Mocassin Online Store

Centro Empresarial da Lionesa, C2

4465-671 Leça do Balio, Matosinhos

I’m an International customer. How can I return my order to you? 

You may do that within 14 days from delivery date. Proof of purchase and original packaging are required to be eligible for returning. The original packaging must be in undamaged condition. Returned items must be in new conditions with no signs of use. Before sending, please contact, by email our Customer Service team.

Pick one courier to send your order back to our office. Unless, your order had a damage, faulty or error the shipping cost will be supported by you.

The address is the following:

Atlanta Mocassin Online Store

Centro Empresarial da Lionesa, C2

4465-671 Leça do Balio, Matosinhos, Portugal

How can I get a new returns note?

You can find a return note next to your order or you can download it in our website.

What address should I use to return my items to you?

 Please send your order to:

 Atlanta Mocassin Online Store

Centro Empresarial da Lionesa, C2

4465-671 Leça do Balio, Matosinhos, Portugal

How can I know if you received my returns?

 When we received the order, we will send you an email to notify that your order has arrived.

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, we will support the cost.

However, these items must have not any signs of use.

When will I receive the refund?

After an analysis of the returned item, if every return steps are followed, the refunds may take up to 5 working days depending on the processing time - please note that we are unable to influence this.

This applies both to the original shipping cost for your order, as well as the return shipping cost. Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.

Can I exchange an item?

 We do not accept exchanges.

 

My Account

Do I need to set up an account to place an order?

Yes, to make an order in Atlanta Mocassin Online Store you must have an account.

Is is very simple; you only have to put your email address, your name and create your password.

You’ll receive a welcome email on your email address and you’re ready to shop.

I forgot my password, what should I do?

Resetting your password is very easy to do. 

Just follow these steps:

1. Go to the atlantamocassin.com;
2. Click "Forgot Password" near the login;
3. Enter the email address you used to create your Customer Account;
4. Check your email (this may take a few minutes)
5. Click the link inside your email to reset your password
6. On the new page you will be able to write a new password.

Please note that the "reset password" link that appears in your email is time-sensitive and can only be clicked on once.  If you access a "reset password" link that has expired, please request a new password reset email from our website.  If you have requested multiple "reset password" emails, only the most recent email will contain the correct/active link.