FAQs

My AtamaEurope Account | Placing an Order | Security & Privacy | Returns | Products & Pricing | Shipping Information

My AtamaEurope Account

Q: Why do I need an AtamaEurope account?
A: An account allows easy access to information regarding the orders you’ve placed. Log in with your e-mail address and password to view tracking information, order status, order history, or edit and store shipping and billing information.

Q: How do I create an account?
A: You will create an AtamaEurope account when you complete an online order using your e-mail address and a password of your choosing.

Q: How do I retrieve my account password?
A: If you’ve lost your password just click the “Forgot your password?” link on the Your Account login page. Enter the e-mail address associated with your account and we will e-mail you a new password.

Q: How can I check my order status?
A: When you log into your AtamaEurope account you’ll be able to view any current and prior orders. Each order will include a current status.

Q: How do I track my shipment?
A: You will receive a shipping confirmation e-mail the day your order leaves the AtamaEurope warehouse. That e-mail will include a tracking link to CTT Correios or Chronopost (the carriers used to ship the order), depending on what method your package was shipped. Click that link for detailed tracking info right to your door.

Placing an Order
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Q: How do I place an international order?
A: Atama Europe ships to all European countries and many countries outside Europe as well. Orders for those countries must be placed online.

Q: What are my payment options?
A: For all orders placed online, AtamaEurope will accept Visa®, MasterCard®, American Express® and Discover®. We also accept PayPal (email payment to info@atamaeurope.com) and wire transfers. Money orders or checks are not accepted.

Q: I just landed on the PayPal page, what should I do?
A: On the PayPal page you'll see 2 options to pay your order:
1- I HAVE a PayPal Account - On the right side of the page you can enter your PayPal account information, login and proceed with the transaction.
2- I DON'T have a PayPal Account - On the left side of the page you can see the option of payments via Credit Card.
Click here for more details.

Q: When will my credit card be charged?
A: The amount of your purchase will be charged on your card as soon as you place your order.

Q: My order did not go through, what should I do?
A: Please note that when you place the order, the billing address entered should be the exact address that your credit card statement is sent to, otherwise our system will not accept the transaction. If you find any problems or have any questions please contact us.

Q: I don’t have a credit card. What options do I have?
A: We accept PayPal or wire transfers. If you want to pay via wire transfer please contact us and we'll provide you the info necessary to complete the payment.

Q: What about import taxes and fees?
A: If you are inside the European Union there will be no taxes or customs duties. International orders may be subject to import customs, duties, taxes and brokerage fees. These charges are not included in the prices and shipping costs listed on AtamaEurope and are not charges generated from AtamaEurope. In some cases these fees can be substantial, so we recommend you contact your local customs office for an estimate prior to placing an order.

Q: Why do I owe a balance upon delivery?
A: Any balance owed when you take delivery is the result of taxes, duties or brokerage fees charged by your local government or local delivery contractor. These charges did not originate from AtamaEurope and AtamaEurope has no authority to have these fees or taxes waived. To avoid unexpected charges, please contact your local customs office for an estimate prior to placing an order.

Q: Are all items available to ship internationally?
A: Yes, all products available on our store are eligible to be shipped to all European countries and some overseas countries.

Q: What if something is out of stock?
A: AtamaEurope inventory is real-time. So any item you see on the site is in stock. In the rare instance that you order an item and we discover an inventory error, we will contact you immediately and review your options.

Q: Will AtamaEurope confirm my purchase?
A: After you place your order online or by phone you should receive a detailed order confirmation e-mail. If you don’t receive that e-mail within a few minutes, please check your junk mail or spam folder. Some e-mail programs may mistakenly misroute your confirmation e-mail. We recommend that you add Atamaeurope.com as a safe sender to ensure proper e-mail delivery. You may also check if you provided the correct email address, remember that one wrong character can invalidate your address.

Q: Can I cancel an order before it is dispatched?
A: Yes. If you cancel your order before we dispatch it, we will refund the full amount you paid, using the same payment method.

Security & Privacy
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Q: Is my personal information secure?
A: Yes. Our store runs on Shopify, which uses encrypted connections (HTTPS) and complies with the PCI-DSS card security standard. Payments are processed by our payment providers and AtamaEurope never sees or stores your full card number.

Q: What is AtamaEurope’s privacy policy?
A: We respect the privacy of our customers and never sell your personal information. Please read our Privacy Policy to learn how we use your data and how to exercise your rights, or contact us at info@atamaeurope.com.

Q: Will AtamaEurope send me an e-mail after I buy?
A: You will receive two e-mails specifically related to your transaction; an order confirmation and a shipping confirmation. You may receive promotional e-mails if you subscribed to our e-mail newsletter on the site or during the checkout process. If you are receiving our promotional e-mails and would like to opt out, simply click the unsubscribe link at the bottom of the e-mail.

Q: Can I opt out of receiving e-mails?
A: Yes. You may unsubscribe from AtamaEurope promotional e-mail newsletters by using the appropriate link at the bottom of any newsletter.

Returns
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Q: Can I return an item if I don’t like it?
A: Yes. You can cancel your purchase and return it within 15 days of delivery, without giving any reason — sale items included. Please contact us before sending anything back. We refund the product price and the standard delivery cost; the return shipping is paid by you. Full details are in our Returns & Refunds Policy.

*Customized products (for example kimonos with custom patches) cannot be returned. Before ordering, please make sure you pick the correct size.

Q: What if an item I ordered is missing?
A: If you believe an item is missing, please first review your packing slip to confirm the item was on the order. If an item on the packing slip is not in the box we delivered please call us immediately so we can investigate and resolve the issue.

Q: What if an item I ordered is defective?
A: All our products are covered by the legal guarantee of conformity under applicable law. If you receive a product that is defective, damaged or not what you ordered, or if a manufacturing defect appears later, please e-mail customer support with your order number and photos. We will cover the shipping costs and offer a remedy as provided by law. The guarantee does not cover normal wear and tear from training, or damage caused by misuse or by not following our care instructions.

Q: Do I have to pay return shipping costs?
A: For standard returns (when you change your mind), the return shipping is paid by you. If the item is faulty or we made a mistake with your order, we cover all shipping costs.

Products & Pricing
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Q: What's your currency?
A: Our prices are in Euros (€).

Q: Are products covered by a warranty?
A: Yes. All items sold by AtamaEurope are covered by the legal guarantee of conformity under applicable law. It covers manufacturing defects, not normal wear and tear or damage caused by misuse or by not following our care instructions. See our Returns & Refunds Policy for details.

Q: Do I have to pay sales tax?
A: Our prices are VAT included. For international orders, some customers may be required to pay tax or duties as required by their country or local government. However, those charges are not initiated or collected by AtamaEurope.

Shipping Information
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Q: How long do orders take to arrive?
A: Once we have received your order, we will dispatch it to you within the stated time (usually within 24 hours, working days only – excludes Saturday and Sunday). The delivery time once dispatched can vary depending upon the option that you choose and destination: see the delivery times by country on our Shipping Information page.