Refund and Returns Policy

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Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we cannot offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven't received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and you still haven't received your refund yet, please contact us at {email address}.

Sale items

Only regularly priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.

  1. Click the "Start Return" link at the bottom of this section.
  2. Enter your email address (ignore the purple Shop button).
  3. Copy the 6-digit login code sent to your email and enter it on the page.
  4. Select the items you want to return and submit your request.
  5. No need to wait for approval. You can immediately head to your nearest OMNIVA parcel locker and ship it back using the same OMNIVA return code you received via SMS when you picked up your package.
  • 📱 Using a mobile phone? Once logged into your order, tap the three dots icon (...) and select "Return items".

[ START RETURN ]

For all other global orders, you will use the pre-printed return shipping label included in your box to send the items back.

  1. Click the portal link at the bottom of this section to log your return.
  2. Enter your email address and use the 6-digit code sent to your inbox to log in.
  3. Select the items you are returning and submit your request.
  4. Locate the pre-printed shipping label inside your original package, attach it to the outside of your box, and drop it off at the designated carrier.
  • 📱 Using a mobile phone? Once logged in, tap the three dots icon (...) next to your order and select "Return items".
  • Lost your label? If it is missing from your box, email us at info@atella.lt and we will email you a new one.

[START INTERNATIONAL RETURN]

Online: The fastest way to secure a new size before it sells out is to place a fresh order online right now, and then return your original item using the appropriate steps above.

In-Person (Kaunas, Lithuania): If you live nearby or are visiting, you can exchange sizes for free at our office. Please email us at info@atella.lt beforehand so we can reserve your item and schedule a time.

A €9 return fee will be deducted from your refund to cover return shipping and handling costs.

Returns from Lithuania, Latvia & Estonia are free when using OMNIVA.

To start a return, please contact us at info@atella.lt and include your order number.