Refund policy
Return & Refund Policy
Effective Date: 28 - 04 - 2026
At Atlantis, we want you to feel confident when shopping with us. This policy outlines how returns, refunds, and exchanges are handled.
1. Return Eligibility
We accept returns under the following conditions:
- Items must be returned within 30 days of delivery
- Items must be unused, unworn, and in original condition
- All original packaging must be included
We reserve the right to refuse returns that do not meet these conditions.
2. Non-Returnable Items
The following items are not eligible for return:
- Final sale or discounted items
- Gift cards
- Used, damaged, or altered products not due to our error
3. Return Process
To initiate a return:
- Contact us at hello@theatlantisstore.com
- Include your order number and reason for return
- Wait for return approval and instructions
Returns sent without approval may not be accepted.
4. Refunds
Once we receive and inspect your return:
- Approved refunds will be processed to your original payment method
- Please allow 10 calendar days for the refund to reflect in your account
- Shipping fees (if applicable) are non-refundable
5. Exchanges
We only replace items if they are:
- Defective
- Damaged upon arrival
If you need an exchange, contact us at hello@theatlantisstore.com.
6. Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged or incorrect. We recommend using a trackable shipping method, as we cannot be responsible for lost return packages. Please contact us at hello@theatlantisstore.com to initiate your return and receive instructions.
7. Damaged or Incorrect Items
If you receive a damaged or incorrect item:
- Contact us within 48 hours of delivery
- Provide photos as proof
- We will resolve the issue promptly at no additional cost to you
8. Late or Missing Refunds
If you haven't received your refund:
- Check your bank account again
- Contact your payment provider
- Then contact us at hello@theatlantisstore.com
9. Contact Information
Atlantis 783 Lindsay Rd Carnegie, Pennsylvania 15106 United States Email: hello@theatlantisstore.com
10. International Orders
Due to the nature of our global supplier network, some orders ship directly from our supplier partners. Return shipping for international orders may take additional time. Please allow up to 20 business days for international returns to be processed after we receive your item.
Custom-Made & Extended Size Items (EU 41–48)
Sizes 41–48 in our footwear range are custom-made to order and are non-returnable and non-refundable unless the item arrives damaged or defective. Please ensure you select the correct size before placing your order — we recommend measuring your foot length and comparing it to our size chart.
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with photos and your order number and we will make it right.
By making a purchase on our website, you agree to this Return & Refund Policy.