FAQ – ORDERS
Can I cancel my order?
If you decide you wish to cancel your order within one hour of submitting the order please forward your order confirmation email to email@example.com and we will do our best. This is not always possible and we will update you accordingly.
Can I add an item to my order?
Unfortunately, once you order has been submitted we are unable to add to it.
If you would like to add an item, you will need to place a new order. If you contact firstname.lastname@example.org within 1 hour of placing the original order, we will endeavour to refund your shipping costs on the additional order and have both orders sent out together.
Do I need to set up an account to place an order?
No, you can shop at Atterley without creating an account. However, register with us and you will be able to move through the checkout process faster, store multiple delivery addresses, view and track your orders, save items in your Wishlist, and much more. You’ll also be notified of any Atterley promotions and previews. To create an account, simply click on ‘Sign In’ at the top of the page.
How do I know what size to buy?
We have added a size guide for each of our partners alongside their products. This should give you the information you need to buy the correct size. If you find the product you have bought doesn’t fit, you can return it to us and reorder the correct size.
How do I make a purchase?
Shopping at Atterley is easy: you can search by category (clothing, accessories and shoes), you can also search by sub category eg dresses, coats or tops. To make it even easier you can refine your search by brand, colour and price. Once you have found an item, select your size and click on the Add to Cart button next to each item. Review the items in your bag by clicking the Shopping Bag icon at the top of the page. Once you are happy with your purchases click on Proceed to Checkout in the Shopping Bag section. You will then be asked for your billing address, delivery address, delivery method and payment details. Once you have completed this section click on Place Order to complete your purchase. Unlike other sites, you don’t need to have an account with Atterley to shop. Of course we’d love if you joined us and created your own account as it will make things easier when you shop with us again.
The product I am interested in isn’t available in my size, will you be getting it back in stock?
Most products we sell on Atterley are only ever stocked once however we will try to get super popular products that sell out quickly back in stock. If you would like to check whether this is going to be possible with a product you are interested in, email us at email@example.com.
Can I place my order over the phone?
For security reasons, we are unable to take orders over the phone. If you need help completing your order, please contact firstname.lastname@example.org.
FAQ – ACCOUNT
Why do I need to create an Atterley account?
You don’t need to create an Atterley account to shop with us but there are a lot of benefits if you do! With an Atterley account will you will be able to move through the checkout process faster, store multiple delivery addresses, view and track your orders, save items in your Wishlist, and much more. You’ll also be notified of any Atterley promotions and previews. To create an account, simply click on ‘Sign In’ at the top of the page.
How can I sign up for the Atterley newsletter?
Sign up to email updates by submitting your email at the bottom of the page. Alternatively if you have an Atterley account you can manage your subscriptions within your account
Why can't I sign in to My Account?
If you’re having trouble signing in, please check you’re using the same email address you originally used to sign up. Please note that you may have signed up to our newsletter but not registered for an account before.
If your password isn't working, first check you haven't accidentally left Caps Lock on, as our passwords are case sensitive. If you have forgotten your password you can change it by clicking 'I've Forgotten My Password' link on the login page.
FAQ - RETURNS
How long do I have to return my order*?
You can return your item/s for a refund within 14 days of receipt. Please refer to our Returns Policy for more information.
How can I return items?
Simply access your order confirmation email and click on the ‘return item’ link. You can also sign in to the website and give us notice of cancellation using the options in the ‘My Account’ section. Follow the steps to print of the DHL return label and arrange for collections. If you have any issues with this process please email email@example.com
We will refund your order as soon as the Atterley partner has confirmed receipt of the goods. Unfortunately we are unable to refund the postage costs.
The costs of returns via DHL set out below are based on each package weighing less than 2kg.
|Country||Customer Return Cost|
|France - Paris||£11.76|
|France - All other locations||£13.13|
|Germany - Frankfurt||£11.76|
|Germany - All other locations||£13.13|
|United States of America||£12.65|
On the occasion where an item is faulty, and the return accepted by the Atterley partner, you will not be expected to pay for the returns postage and this will be reimbursed to you.
I’ve sent my item back, when can I expect my refund?
Once the products have been returned to the boutique, they will be inspected, including any original packaging and labels, to ensure they comply with the Return Policy: Condition of Products. Provided that the products comply with the Return Policy: Condition of Products, you will be refunded the price you paid for the products by the method you used for payment, subject to any deductions set out below including any that are due by way of compensation for any damage that may have been caused to the product.
Please note that it may take up to 14 days for your bank to credit your account.
Can I exchange my item?
At this stage we are unable to exchange items. Please return your item to us and reorder your preferred size / colour on the Atterley website.
My item is faulty, what should I do?
We're sorry to hear that you have received a faulty item. Please send us a message using the contact form including your order number, the name/product code of the item you were supposed to receive and any additional details so we can solve the problem as quickly as possible.
What payment methods does Atterley accept?
We accept payments from Master Card, Maestro, Visa, Visa Electron, and Delta.
The item I bought is now in the sale, can I get a refund?
Unfortunately, we will not refund the difference should you purchase an item prior to a sale.
FAQ – DELIVERY
Where can I find my tracking information?
You can find your tracking information in the link in your order confirmation email or alternatively, if you have created an account with Atterley, you can always sign in to your account and track the status and delivery of any of your orders with us.
Why isn’t my tracking number working?
Sometimes tracking numbers can take up to 36 hours before they start working. If you have just received your tracking link, please wait a few hours before trying the link again.
How long will my delivery take?
We aim to get your order to you as soon as possible. This can take up to three days.
We will always try to deliver your package as quickly as possible but times may vary due to difficult weather conditions or busy shopping periods. Your tracking information, provided in your dispatch email, should indicate if there will be a delay in your delivery.
Will I be charged duty and taxes for my order?
For orders outside of the UK, you may be charged duty and taxes. Our agreement with DHL means that your duty is covered within the shipping costs. This will be relevant to your country of delivery.
What countries do you ship to?
From launch we will be shipping DHL ‘Express Delivery’ to the following 23 countries: Australia, Belgium, Bulgaria, Denmark, Finland, France, Germany, Greece, Guernsey, Hong Kong, Hungary, Ireland, Italy, Jersey, Malta, Netherlands, Poland, Portugal, Romania, Spain, Sweden, UK and USA.
Should you wish to have your order shipped to one of the following countries please contact us at firstname.lastname@example.org and we will look to arrange this for you: Canada, China, Japan, Norway, South Korea, Switzerland and Taiwan.