Shipping policy
Shipping Policy
Last updated: August 7, 2025
This Shipping Policy explains how orders placed with Atolea are processed, shipped, tracked, and delivered.
Nothing in this policy limits mandatory consumer rights available under applicable law.
Order Processing Time
Orders are normally processed within 1–3 business days after payment has been successfully confirmed.
Processing time is separate from delivery time and includes payment verification, order preparation, packaging, and transfer to the carrier.
Business days generally exclude Saturdays, Sundays, and applicable public holidays.
Shipping Destinations
We currently ship to multiple countries and regions worldwide.
If your country or region is unavailable during checkout, we are temporarily unable to accept orders for that destination.
If we discover after purchase that an order cannot be delivered, we will contact you. If no suitable alternative is available, the affected order will be canceled and refunded.
Estimated Delivery Times
After processing and transfer to the carrier, the following estimated delivery times generally apply:
- United Kingdom: 7–14 business days
- Europe: 8–18 business days
- United States and Canada: 10–20 business days
- Other international destinations: 12–25 business days
The total estimated delivery period consists of the 1–3 business day processing period plus the applicable delivery estimate.
These are estimated rather than guaranteed delivery dates.
Delivery may be affected by customs clearance, postal services, carrier operations, public holidays, weather, incorrect address information, or circumstances outside our reasonable control.
Shipping Fees
Available shipping methods and applicable shipping costs are displayed during checkout before payment is submitted.
Atolea may occasionally offer free or discounted shipping promotions. Applicable conditions will be displayed before purchase.
Order Tracking
When tracking is available, you will receive a shipping confirmation email containing a tracking number or tracking link after dispatch.
Please allow up to 48 hours after shipment confirmation for the carrier’s tracking system to display its first update.
International tracking may temporarily pause while a package travels between countries, undergoes customs clearance, or is transferred to a local carrier.
Split Shipments
Products from the same order may occasionally be shipped separately due to availability, package size, or fulfillment location.
Packages may arrive on different dates and may have separate tracking numbers.
You will not be charged additional standard shipping solely because we divided an order into multiple shipments.
Customs, Duties, and Taxes
International orders may be subject to customs inspections, import duties, taxes, brokerage charges, or handling fees imposed by the destination country or carrier.
If duties and taxes are collected during checkout, the applicable amount will be displayed before payment.
If they are not collected during checkout, the recipient may be required to pay them directly to the carrier or local authority.
Atolea does not control charges independently imposed by customs authorities, governments, carriers, or brokerage providers.
Incorrect or Incomplete Addresses
Customers are responsible for providing complete and accurate shipping information during checkout.
Contact us immediately if you notice an error. We will make reasonable efforts to correct the information but cannot guarantee changes after processing or shipment has started.
If a package is returned or undeliverable because of an incorrect or incomplete address provided by the customer, additional shipping fees may apply.
This does not apply when the error was caused by Atolea or one of our service providers.
Delayed or Lost Shipments
If your order has passed the latest estimated delivery date, please review the tracking information and carrier messages.
If the package is significantly delayed or appears lost, contact:
We may need to complete a carrier investigation before confirming the appropriate resolution.
Available remedies may include a replacement shipment, refund to the original payment method, or another appropriate remedy permitted by applicable law.
Packages Marked as Delivered
If tracking shows your package as delivered but you cannot locate it, please:
- Confirm the delivery address
- Check mailboxes, entrances, reception areas, and parcel lockers
- Ask household members, neighbors, or building staff
- Review any carrier delivery photograph or notice
- Allow up to 48 hours where appropriate
- Contact the local carrier
If the package still cannot be located, contact our support team.
Damaged Packages or Products
If your package or product arrives damaged, contact us as soon as reasonably possible:
Reporting visible shipping damage within 14 days after delivery helps us document the issue and submit a carrier claim. This period does not limit longer mandatory consumer rights.
Please include your order number, a description of the damage, photographs or videos of the product, and photographs of the packaging and shipping label.
Refused or Unclaimed Packages
A package may be returned when delivery is refused, the package is not collected, the carrier cannot access the address, customs requirements are not completed, or applicable import charges are not paid.
Where permitted by law, actual shipping, return, carrier, or customs costs caused by an unjustified refusal or failure to collect the package may be deducted from an available refund.
No deduction will be made when the delivery failure was caused by Atolea or applicable law requires otherwise.
Mandatory Consumer Rights
Nothing in this Shipping Policy excludes, restricts, or replaces mandatory rights relating to delivery, non-delivery, damaged products, incorrect orders, refunds, replacements, or risk of loss before delivery.
Contact Information
Atolea Customer Support
contact@useatolea.store
