FAQ's
What is Atlantis and how does your store work?
Atlantis is a US-based online fashion retailer offering premium clothing, accessories, and footwear. We work with vetted third-party suppliers and manufacturers who ship products directly to our customers. We do not hold physical inventory. This model allows us to offer a wide, curated catalog at fair prices while focusing on quality curation and hands-on customer support.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes or cancellations within 12 hours of placing your order. Requests after this time cannot be accommodated. Your order can be returned for a full refund after it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.
When will my order be processed and shipped?
Orders are processed within 5 business days of payment confirmation, Monday through Friday. Because our products ship directly from our third-party suppliers, please allow additional time during holidays and peak seasons. You will receive a shipping confirmation email with tracking information once your order has been dispatched.
How do I ensure the quality of the products?
All products at Atlantis are sourced from vetted suppliers and undergo quality control processes to ensure they meet our standards for durability and functionality. We prioritize sourcing materials that are both innovative and reliable.
How do I choose the right size?
Each product page includes a size guide with measurements in both inches and centimeters. We recommend measuring yourself and comparing to the size chart before ordering, as sizing can vary between styles and suppliers. If you are between sizes, we generally recommend sizing up for a more comfortable fit. For specific sizing questions, contact us at hello@theatlantisstore.com and we'll help you find the right fit.
Do your clothes run true to size?
Most of our clothing follows standard US sizing, but some items — particularly suits and activewear — may use European or Asian sizing. Where this applies, it is clearly noted on the product page along with a conversion guide. When in doubt, check the size chart on the product page or reach out to us before ordering.
What is your return policy?
We have a 30-day return policy. Customers can request a return within 30 days of receiving their item, provided it is in the same condition as received — unworn or unused, with tags, and in its original packaging. Proof of purchase is required.
How can I initiate a return?
To initiate a return, please contact us at hello@theatlantisstore.com. Once your return is accepted, we will provide a free prepaid return label and instructions on how to send your package back to us.
Are there any items that cannot be returned?
Certain items are non-returnable, including perishable goods, custom products, personal care items, hazardous materials, and items marked as final sale. If you have questions about a specific item, please reach out to us for clarification.
How long does it take to process a refund?
Refunds are processed within 5–10 business days after we receive and inspect your return. Please note that it may take additional time for your bank or credit card company to post the refund to your account.
Can I exchange an item?
The most efficient way to exchange an item is to return the original item and, once the return is accepted, make a separate purchase for the new item.
What should I do if my item is damaged or defective?
If you receive a damaged or defective item, please contact us immediately upon receipt at hello@theatlantisstore.com. We will evaluate the issue and work to resolve it promptly.
How can I contact customer support?
You can reach our customer support team by emailing hello@theatlantisstore.com or by calling (412) 789-4173. Our support hours are Monday–Friday, 9:00 AM – 6:00 PM, and Saturday, 10:00 AM – 4:00 PM (ET). We aim to respond within 24–48 business hours.