Shipping & Tracking
All orders are normally processed and shipped from Portugal within a maximum of 10 business days after the payment is received, as our moccasins are made by order, specially for each customer. In periods of a high volume of sales, production might take a few days longer. If orders are cancelled after 2 business days of placing the order, when items are already in production and before being shipped, we might keep the shipping costs to compensate for the item that we'll keep in stock.
The deliveries are made by our preferred partners such as DHL Express (for European and Worldwide shipments) and CTT for shipments within Portugal and Spain. As soon as your order leaves our warehouse, you will receive a shipping confirmation email with the carrier website including the order tracking number to follow the progress of your delivery.
Deliveries are carried out Monday to Friday during business hours. You can check the expected delivery date and any updates about the status of the delivery, through the tracking number. 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 transport service, when the first delivery attempt fails the order will be delivered at a drop point nearby your shipping address. Orders not delivered and not accepted by the customer will return to our warehouse and the customer will be responsible for all transport costs of shipping and return, as well as any custom duties, in case the shipping address is outside the European Union.
What are the shipping costs?
Iberia - [Portugal and Spain (except Islands)] - 0€-5€
Portugal - [Madeira & Azores] - 5€-15€
European Union - [Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Romania, Slovakia, Slovenia, Sweden, Vatican City] - 15€
United Kingdom - 29€
United States - 29€
International Group 1 - [Russia, Albania, Andorra, Bosnia & Herzegovina, Gibraltar, Greenland, Iceland, Jersey, Kosovo, Liechtenstein, Montenegro, North Macedonia, Norway, San Marino, Serbia, Canada, Armenia, Belarus, Bouvet Island, Faroe Islands, Georgia, Guadeloupe, Guernsey, Isle of Man, Mayotte, Moldova, Réunion, Svalbard & Jan Mayen, Switzerland, Turkey, Ukraine, Spain - The Balearic and Canary Islands] - 35€
International Group 2 - 49€ for all countries not mentioned above.
Custom Duties (Non-European Orders): 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.
Please note that customers take full liability for all postal charges, return shipments costs, customs charges and handling fees even if they refuse to accept a parcel due to import duties or taxes.
Returns & Refunds
If you want to return one or more items you have 14 days from delivery date. For an easy return please enter here and follow the instructions. If you have any question please contact us by phone +351 229039950 (call to the national fixed line) or email email@example.com.
In order to be eligible for the return, the original packaging must be undamaged and the item(s) must be in new conditions with no signs of use, as well as any promotional products offered. If this conditions are not met the return might not be accepted or extra charges might be charged to compensate the damages. We do not accept exchanges, only returns. After the time period of 14 days after delivery, the goods won't be accepted or refunded.
The return fee on the first pick-up attempt is covered by Atlanta Mocassin for countries within the European Union. Please note that if the carrier is not able to collect the return on the first attempt, because the customer was not at the address, a second attempt will be schedule which may incur in an extra-cost to the customer.
For all countries outside the European Union the return fee is not covered by Atlanta Mocassin. Please note that return cost is equal to shipping fees mentioned above. This cost will be deducted from the refund amount.
Refunds can take up to 5 working days after reception of the returned goods and are done according to the payment method used during purchase after verifying the good conditions of the item(s) and packaging.
Shipping costs are not refundable. In the case of Non-European orders, customs charges, return shipment costs and handling fees are responsability of the customer. Exception: when a wrong size/item was sent Atlanta Mocassin will cover the shipping costs for the exchange. When a defective item was received, we ask the customer to inform us as soon as possible and don't use it so we can provide a return label. If the item is already used, and the customer believes there's any material or production defect, the customer should contact us and send us the item on his own the item for analysis from our quality deparment. If a defect is detected, Atlanta Mocassin will repair or substitute the item, or in case it's not possible, will issue a full refund.
Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from. Also, Atlanta Mocassin holds no responsibility for misdirected return orders that are not sent with return labels provided by us where we can't directly contact the transport service and track the return.
Please note that shipping and return costs can be updated at anytime without previous notice.