Shipping & Returns
SHIPPING
How It Works
Once you’ve placed an order you will receive an order notification via email, letting you know we have received your order.
When an item is ready to ship, a dispatch notice will be confirmed by email. As we work on a Made to order basis, please allow up to 14 days for your item to be produced and shipped to you.
Postage Charges
All orders will incur a shipping charge of £5 within the UK and £15 to mainland Europe. These charges are non-refundable when an order cancellation occurs after your order has been shipped.
Delivery Locations
We deliver worldwide; please contact hello@atiyalondon.co.uk for shipping outside Europe.
Delivery Timeframes
Atiya London has made a pledge to make luxury pieces that don’t cost the Earth. Therefore, instead of sitting on stock, we only make the pieces once they have found a forever home. Because of that, your loungewear will be shipped between 10-14 from the time you have placed your order.
Should no one be present at delivery to sign for your parcel, a card will be left and the parcel taken to your local post office or freight depot.
Once an order has been dispatched, Atiya London is unable to amend delivery location or redirect your order.
RETURNS
We are passionate about customer service and we aim to please every customer with pieces that are beautifully made with careful attention to ‘Perfect Sizing’. We are confident, that with your careful consideration of our size guidance, you will purchase pieces that you will cherish forever.
We are currently unable to accept refund requests on our lingerie pieces such as bottoms. Once the underwear has been despatched the item becomes non-returnable unless faulty or sent incorrectly.
Every single item we create is hand crafted by artisans in our small London factory. We are a slow fashion brand meaning we make everything Made to Order and as a result we do not have extra stock available for exchanges. Therefore please do follow our size guide or contact us at hello@atiyalondon.co.uk if you are unsure of your size.
Faulty Goods
We hope that you will never experience a damaged or faulty item as every piece is hand checked and lovingly packaged before being delivered to you. However if you feel there is a manufacturing fault or you have received an incorrect order please contact us immediately via email at hello@atiyalondon.co.uk so that we can personally assist you and sort out the problem as quickly as possible.
Atiya London will reimburse you for the postage of your returned parcel if your swimwear is faulty or been packed incorrectly.
Cancellation of Orders
We accept cancellation of orders from the time when the order has been placed online until 14 days after the delivery of your goods. If your order has not yet shipped you will receive an immediate refund.
If you have received the goods YOU MUST NOT OPEN THE PACKAGING AND BREAK THE HYGIENE SEAL. We are unable to accept your cancellation of order if the garment is out of the packaging, has been worn or hygiene slips removed. If you fail to comply with this obligation, we have the right to refuse a refund.
In order to cancel your order you will need to email hello@atiyalondon.co.uk with your order number and details of purchase.
Once the cancellation of order has been made, you will be given an address to which you must send back the parcel within 14 days. We recommend using a tracked postage service and for you to hang onto your receipt until your returned funds have cleared. Atiya London is not responsible for any returns parcels lost in transit and you should consider using a trackable shipping service or purchasing shipping insurance.
The shipping cost incurred for returning the item to Atiya London are NOT covered or reimbursed by us.
Once the parcel is received by Atiya London, your refund will be issued. Refunds are processed within 5-7 business days of receipt and you will receive confirmation of your refund via email. Please note that refunds can only be issued back to your original payment method.
Can I return a sale item(s)?
Final sale items are exchange only and cannot be refunded; this includes all discounted and promotional items. We understand that buying Final Sale items can be tricky, so if you have any questions about the style, please reach out to hello@atiyalondon.co.uk for guidance or review our size guide.
Exchanging goods from outside Europe
Customers will be asked to use a shipping service or courier that provides tracking. Returns sent via a courier should have a signed pro forma invoice attached outside the parcel. Atiya London is not liable to pay customs, duty and/or vat incurred on returned items. Please mark your international return as "uk returned goods".
HELP
If you need any help with regard to shipping and returns please shout us at hello@atiyalondon.co.uk.