Shipping policy
Shipping Policy
Last updated: July 27, 2025
This Shipping Policy explains how orders placed through shop-atoleajewelry.store are processed, shipped, tracked, and delivered.
At Atolea Jewelry, we are committed to delivering orders safely and keeping customers informed throughout the shipping process.
This Shipping Policy should be read together with our Terms of Service and Return & Refund Policy.
Nothing in this policy limits any mandatory consumer rights available under the laws of the country or region where you live.
Shipping Destinations
We offer international shipping to most countries and regions supported at checkout.
Shipping availability depends on factors including:
- Your delivery destination
- Carrier availability
- Local import restrictions
- Product restrictions
- Applicable laws and regulations
If your country or region is available during checkout and a shipping method is displayed, we can generally accept the order for that destination.
If we discover after purchase that we cannot legally or practically deliver an order to the address provided, we will contact you. Where no suitable alternative is available, the affected order will be canceled and refunded to the original payment method.
Order Processing Time
Orders are normally processed within 1–3 business days after payment has been successfully confirmed.
Processing time is the period required to verify, prepare, package, and transfer an order to the shipping carrier. It is separate from the estimated transit time shown below.
Business days generally exclude Saturdays, Sundays, and public holidays applicable to the fulfillment location.
Processing may take longer during:
- Public holidays
- Major promotions or sales
- Product launches
- Periods of unusually high order volume
- Payment or fraud-verification reviews
- Address verification
- Unexpected fulfillment interruptions
If a material processing delay affects your order, we will make reasonable efforts to notify you using the contact information provided at checkout.
Estimated Transit Times
After processing is completed and the order is transferred to the carrier, the following estimated transit times generally apply:
- United States: 5–12 business days
- Canada: 7–15 business days
- Europe: 7–15 business days
- Australia and New Zealand: 7–15 business days
- Rest of the World: 8–20 business days
These are estimates rather than guaranteed delivery dates.
The delivery estimate for your order consists of:
Processing time of 1–3 business days + the applicable estimated transit time.
For example, an estimated transit time of 5–12 business days begins after the order has been processed and transferred to the carrier.
Delivery may occur earlier or later depending on the destination, shipping method, customs procedures, local postal services, carrier operations, public holidays, weather, and other circumstances.
Any more specific delivery estimate displayed during checkout or in your order confirmation will apply to that particular order.
Shipping Costs
We currently offer free standard shipping to supported international destinations.
The shipping methods and charges applicable to your order will be displayed during checkout before payment is submitted.
In some countries or regions, expedited or premium shipping may be available for an additional fee.
Optional expedited, insured, priority, or premium shipping charges will be clearly displayed before you complete your purchase.
Shipping offers may be changed prospectively, but any shipping charge already confirmed for an accepted order will not be changed after purchase.
Order Confirmation
After successfully placing an order, you should receive an order confirmation at the email address provided during checkout.
Please review the confirmation carefully and verify:
- Your name
- Your email address
- Your shipping address
- Your telephone number
- The products ordered
- Product sizes, colors, and quantities
If you notice an error, contact us immediately at contact@useatolea.store.
Order Changes and Cancellations
To request an address correction, product change, or cancellation, contact us as soon as possible at contact@useatolea.store.
Cancellation or modification requests submitted within 12 hours after purchase have the best chance of being completed. However, changes and cancellations are not guaranteed once processing, fulfillment, or shipment has started.
Once an order has been transferred to the carrier, we may be unable to change the delivery address or intercept the shipment.
If an order can no longer be canceled, you may request a return after delivery in accordance with our Return & Refund Policy.
The operational 12-hour cancellation period does not restrict any mandatory cancellation or withdrawal rights available under applicable consumer law.
Shipping Confirmation and Tracking
When tracking is available, you will receive a shipping confirmation email containing your tracking number or tracking link after the order has been dispatched.
Please allow up to 72 hours after receiving the shipping confirmation for the carrier’s tracking system to display the first update.
Tracking information may temporarily show statuses such as:
- Label created
- Shipment information received
- Pre-shipment
- Awaiting carrier scan
- Electronic information submitted
These statuses usually mean that shipping information has been created but the carrier has not yet completed or published its first physical scan.
Some international shipments may not receive a scan at every stage. Tracking can also pause temporarily while a package is:
- Moving between carrier facilities
- Traveling between countries
- Undergoing customs clearance
- Being transferred to a local delivery provider
A temporary lack of tracking updates does not necessarily mean that the package has been lost.
Multiple Packages and Split Shipments
Products in the same order may sometimes be shipped separately due to product availability, package size, fulfillment location, or operational requirements.
When an order is divided into multiple packages:
- The packages may arrive on different dates
- Each package may have a separate tracking number
- Receiving one package does not necessarily mean the entire order has been delivered
- You will not be charged additional standard shipping solely because we divided the order
Please review all tracking links provided before reporting missing items from a split shipment.
Fulfillment and Shipping Origins
To serve customers internationally, orders may be processed and shipped by our warehouses, manufacturers, logistics providers, or fulfillment partners.
The shipping origin shown in tracking information may therefore be different from our business or customer support address.
The use of an international fulfillment location does not change:
- Your order confirmation
- The products you purchased
- Our responsibility for fulfilling the order
- Your rights under our published policies
- Any mandatory consumer rights available to you
Customs, Import Duties, and Taxes
International shipments may be subject to customs inspections, import duties, value-added tax, sales tax, brokerage charges, handling fees, or other charges imposed by the destination country or delivery provider.
Where duties and taxes are collected during checkout, the applicable amount will be shown before you complete your purchase.
Where duties and import charges are not collected during checkout, the recipient may be required to pay them directly to the carrier, customs authority, or local government before or upon delivery.
These charges are determined by external authorities and may depend on:
- The destination country
- The declared product value
- The product category
- Local tax thresholds
- Local customs regulations
We do not control charges independently imposed by customs authorities, governments, carriers, or brokerage providers.
Customers are responsible for reviewing any import requirements applicable to their destination unless the checkout expressly states that all applicable duties and taxes are included.
Customs Clearance
Customs authorities may inspect a package or request additional information from the recipient before releasing it.
If customs or the shipping carrier contacts you, you may need to provide information such as:
- Proof of identity
- Proof of purchase
- Tax identification information
- Confirmation of the product’s intended use
- Payment of applicable import charges
Failure to provide legally required customs information or pay applicable import charges may cause a package to be delayed, refused, abandoned, or returned.
Where permitted by law, costs caused by a customer’s refusal or failure to complete required customs procedures may be deducted from any available refund after the package is returned and reviewed.
This does not apply when the customs issue was caused by incorrect information supplied by us or when applicable law requires a different outcome.
Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate shipping address during checkout.
Please verify:
- Recipient name
- Street name and building number
- Apartment, unit, suite, or floor number
- City
- State, province, or region
- Postal or ZIP code
- Country
- Telephone number
Contact us immediately if you notice an error. We will make reasonable efforts to update the information, but we cannot guarantee that changes can be made after processing or shipment has started.
If a package is returned, lost, or considered undeliverable because of an incorrect or incomplete address provided by the customer, additional shipping charges may apply before reshipment.
If a refund is requested instead of reshipment, actual carrier, return, customs, or handling costs caused by the incorrect address may be deducted where permitted by applicable law.
This does not apply when the address error was caused by us or one of our service providers.
Delivery Attempts
The carrier may require a signature, provide delivery instructions, leave the package in a secure location, transfer it to a pickup point, or make more than one delivery attempt.
Customers are responsible for monitoring tracking information and following reasonable carrier instructions regarding:
- Delivery appointments
- Signature requirements
- Pickup locations
- Access codes
- Customs documentation
- Redelivery requests
When possible, contact the carrier promptly if you need to adjust a delivery instruction. Carrier-requested changes are subject to the carrier’s own procedures and availability.
Delayed Shipments
Although we make reasonable efforts to deliver orders within the estimated timeframe, delays may occur because of:
- Customs clearance procedures
- Carrier disruptions
- Transportation interruptions
- Weather conditions or natural disasters
- Public holidays
- Peak shopping periods
- Incorrect or incomplete delivery information
- Local postal service delays
- Security or import inspections
- Events outside our reasonable control
If your order has passed the latest estimated delivery date, first review the tracking information and any messages sent by the carrier.
If tracking has not updated for an unusual period or the package is significantly delayed, contact us at contact@useatolea.store.
Please include:
- Your full name
- Your order number
- Your tracking number, when available
- Confirmation of the complete delivery address
We will review the shipment information and, where appropriate, contact the carrier or fulfillment provider.
Lost Packages
A package may be considered lost when the carrier confirms the loss or when it remains undelivered beyond a reasonable investigation period.
If you believe your package has been lost, contact us at contact@useatolea.store.
We may need to complete a carrier investigation before confirming the appropriate resolution.
Depending on the circumstances, available remedies may include:
- Continued carrier investigation
- Replacement shipment
- Refund to the original payment method
- Another remedy agreed with you and permitted by applicable law
We will not require a customer to accept store credit instead of a refund when applicable law provides a right to a monetary refund.
Packages Marked as Delivered
If tracking shows that a package was delivered but you cannot locate it, please:
- Confirm that the shipping address on the order is correct
- Check entrances, mailboxes, reception areas, parcel lockers, and other secure locations
- Ask household members, neighbors, building staff, or reception personnel whether they accepted the package
- Check for a delivery photograph or carrier notice
- Allow up to 48 hours, as some carriers may update the delivery status before the final handoff
- Contact the local carrier using the tracking number
If the package still cannot be located, contact us at contact@useatolea.store so we can review the delivery information.
We may request confirmation of the delivery address or other reasonable information needed to open a carrier investigation.
Each case will be reviewed based on the tracking information, carrier evidence, delivery circumstances, and applicable consumer law.
Damaged Packages or Products
Please inspect your order after delivery.
If the package or product arrives damaged, contact us as soon as reasonably possible at:
contact@useatolea.store
Reporting visible shipping damage within 14 days after delivery helps us document the issue and submit a claim to the carrier. However, this requested reporting period does not limit any longer mandatory legal guarantee or consumer right that may apply.
Please include:
- Your full name
- Your order number
- A description of the damage
- Clear photographs or videos of the product
- Photographs of the external packaging
- Photographs of the internal packaging
- A photograph of the shipping label
Please keep the damaged product and all original packaging until we complete our review, as the carrier may request additional evidence or inspection.
After reviewing the issue, we will provide an appropriate remedy in accordance with our Return & Refund Policy and applicable law.
Missing or Incorrect Items
If your order is missing an item or contains a product you did not order, contact us as soon as reasonably possible at contact@useatolea.store.
Please include:
- Your order number
- A description of the missing or incorrect item
- Photographs of the products received
- Photographs of the packaging and shipping label
Before reporting a missing item, verify whether the order was divided into multiple shipments.
If we confirm that an item was omitted or incorrectly supplied, we will provide an appropriate replacement, refund, or other remedy without charging you additional standard shipping costs.
Refused, Unclaimed, and Undeliverable Packages
A package may be returned to the sender when:
- Delivery is refused
- The package is not collected from a pickup location
- The carrier cannot access the delivery address
- The address is incorrect or incomplete
- Required customs procedures are not completed
- Applicable import duties or charges are not paid
If a package is returned, we will review it after it reaches the applicable return or fulfillment location.
Where permitted by law, actual costs resulting from an unjustified refusal, non-collection, incorrect address, or failure to complete required customs procedures may be deducted from the refund.
These costs may include:
- Original shipping charges
- Return shipping charges
- Carrier handling fees
- Customs charges
- Import or brokerage fees
No such deduction will be made when the delivery failure was caused by our error or when applicable consumer law requires us to cover the cost.
Refusing delivery is not always treated as a valid return or statutory withdrawal request. Customers wishing to cancel or return an order should contact us and follow the procedures in our Return & Refund Policy.
Events Outside Our Reasonable Control
We are not responsible for a delay caused by an event outside our reasonable control, provided that we continue to comply with any mandatory obligations that apply to the order.
Such events may include:
- Natural disasters
- Extreme weather
- War or civil unrest
- Government restrictions
- Customs or border closures
- Major labor or transportation disruptions
- Carrier network interruptions
- Telecommunications or system outages
- Public health emergencies
When a material delay occurs, we will take reasonable steps to reduce its impact and communicate available information.
Mandatory rights relating to delayed or undelivered goods remain unaffected.
Mandatory Consumer Rights
This Shipping Policy provides information about our standard shipping procedures.
Nothing in this policy excludes, limits, or replaces mandatory consumer rights relating to:
- Delivery within an agreed or legally required period
- Delayed or undelivered orders
- Products damaged during shipping
- Incorrect or incomplete orders
- Refunds, replacements, or other legal remedies
- Risk of loss before delivery
If any provision of this policy conflicts with mandatory consumer protection law, the mandatory legal requirement will apply.
Contact Us
For shipping-related questions, tracking assistance, or delivery concerns, contact:
Atolea Jewelry
Email: contact@useatolea.store
Website: shop-atoleajewelry.store
When contacting us, include your order number and a clear description of the issue so that we can assist you efficiently.