HELP / FAQS

If you have a question, please consult our list of frequently asked questions before reaching out for assistance.

📦 ORDER & SHIPPING

How much does shipping cost?

$0! All orders come with free worldwide shipping and tracking.

Will I be charged customs duties and taxes?

Along with our free shipping worldwide, all the duties & taxes are covered! We can guarantee there are no extra fees.

What are the estimated delivery times?

You can find our estimated delivery times here!

  • 🇬🇧 UK: 4-10 working days
  • 🇺🇸 US: 5-12 working days
  • 🇦🇺 AU & 🇨🇦 CA: 7-14 working days
  • 🇪🇺 Europe: 6-15 working days
  • 🌎 Rest of the world: 10-15 working days
Where do you ship to?

We currently ship to the United Kingdom, United States, Australia, Canada, Europe, and most of the world. We are unable to ship to Russia, French Polynesia, and China at this time.

What is your order and shipping process?

You will receive an order confirmation via email as soon as you have placed your order. Typically, your order will be processed and dispatched within 1-2 business days. Please note, there may be fulfillment delays due to unforeseen circumstances. As soon as your order is on its way it may take between 5-15 days depending on your shipping destination and order delays. We'll send you the tracking number via email, allowing you to follow its journey on our tracking page. An email notification will be sent when your order is shipped and delivered.

Track Your Order Here

How do I track the status of my order?

You’ll be able to track the status of your order as soon as you place an order on our tracking page by entering your order number and email. You can locate your order number in your account and/or order confirmation email. Once entered, you will see the following: Ordered > In Process > Order Ready > In Transit > Out for Delivery > Delivered.

Track Your Order Status Here

Can I cancel or change my order?

Our team works very efficiently and quickly to process orders. We are unable to guarantee any cancellations or changes to your order once placed. If you have an incorrect shipping address please reach out to us at help@atoleaswim.com

I'm having trouble placing an order!

The first useful tip is to see if your connection is optimal. If it's not, waiting a bit longer for your cart/page to load and process your order could be the solution.

If that doesn't work, we recommend trying the following steps:

  • Use another browser or device
  • Make sure that your card is open for international payments
  • Try another payment method or contact your bank

Please don't hesitate to contact us at help@atoleaswim.com if you are still experiencing issues.

My order is delayed, when will I receive it?

While we can ensure this doesn't happen often, we're so sorry for the delay! Although we rely on our shipping partners to provide the most efficient services, unforeseen circumstances can arise.

If your order is considered late: Please kindly consider potential shipping delays. Atolea cannot be held responsible for lost or stolen packages. To start, we suggest double-checking that your shipping address is correct. We find that tiny details such as house/door number, street, and postal code can sometimes be missed.

Once your address is confirmed, if your order is past 30 days please contact us at help@atoleaswim.com and we will do our best to assist you in any way we can. 

My order is marked as delivered and I can't find it.

We're so sorry for this inconvenience! Although we rely on our shipping partners to provide the best delivery services, unforeseen circumstances can arise on rare occasions.

If your order is marked as "Delivered":We recommend searching the surrounding areas of the shipping address and reaching out to neighbors. After allowing for a minimum of three business days for any potential developments, we advise submitting a claim with your local carrier directly. If you still haven't received your order, please contact us within 7 business days at help@atoleaswim.com and we will help every step of the way.

There is a missing or incorrect item in my order.

If you received the wrong item or an item is missing from your order, please contact us at help@atoleaswim.com to submit a claim within 3 business days after receiving your package including your order number, a photograph of the items you received, and your shipping label. Our team will be able to investigate this with our packing team and carrier partners.

I haven’t received my order confirmation.

We're sorry to hear this! In this case, most likely the wrong email address has been entered. Please contact us at help@atoleaswim.com and we will assist you in locating your order. Make sure to include your full name, shipping address, and phone number associated with your order.

📆 RETURNS & EXCHANGES

What is your return and exchange policy?

You can find our return and exchange policy here!

How do I start a return?

If you are eligible after reviewing our return and exchange policy, please reach out to us at help@atoleaswim.com with the information below and we will assist you through the necessary steps.

  • Order Number
  • Item(s) requesting to be returned or exchanged
How do I return a gift?

Gifts can be exchanged for store credit. If you are eligible after reviewing our return and exchange policy, please reach out to us at help@atoleaswim.com with the information below and we will assist you through the necessary steps.

  • Customer’s email
  • Order number
  • Item(s) requesting to be exchanged
How much is the return shipping fee?

Please note that while we are happy to refund or exchange for store credit, we do not cover the cost of return shipping. You will be responsible for the return shipping cost and providing a tracking number for proof of return. The return shipping fee is based off the courier service you select (local post office, DHL, etc.) that best suits your needs.

💳 PAYMENT

What payment methods do you accept?

We accept card payments with Visa, MasterCard, and American Express. Aside from the major credit cards, we also accept PayPal, Apple Pay, Google Pay, and Shop Pay!

When selecting PayPal as a payment option at checkout, you will be directed to the PayPal site to 'Log in' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to atoleajewelry.com.

How do I change the currency?

On the top-left corner or bottom-left corner of the website, you have the option to convert the currency and this is all converted from our main currency which is the Euro (€) as we are headquartered in France. There should also be a pop-up window that lets you change the currency easily.

My payment wasn't accepted!

Oh no! We recommend trying the following actions:

  • Use another browser or device 
  • Make sure that your card is open for international payments
  • Try another payment method or contact your bank

If you've tried those, it might be best to try again in a few hours just in case this is an isolated error.

How are refunds processed?

1. Credit Card 

From the day the return is processed by our customer support team, depending on your bank, it will take around 2-7 business days for the refund amount to appear on your end. 

2. Debit Visa Card

Online purchases made with a Debit Visa Card will be processed as a credit card, and it will take around 2-7 business days for the refund amount to appear on your end. 

3. Paypal

Once a refund has been made back to your PayPal account, you will receive a notification from PayPal. It will take around 2-7 business days for the refund amount to appear on your end. 

📱ACCOUNT

I can't log in to my account!

It's best to try our "forgot password" option on the login page. You will need to enter your email and a set of instructions will be sent to your inbox. Follow the password reset instructions to create a new password.

If you didn't receive the password reset instructions, it might help to check your spam.

If you don't recall the email associated with your account, please reach out to us at help@atoleaswim.com with your full name and shipping address. We can you assist in locating your account.