Return and exchange policy
Returns
We have a 48 hour return policy, which means you have 48 hours after receiving your item to request a refund.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, please contact us at our support email, support@shopatlus.com. If your return is accepted, we'll send instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. If the credit card you paid your order with is no longer available, please let us know as soon as you return your product.
Please note that the shipping price will not be refunded unless the item is returned due to being damaged or incorrect.
Canceling Orders
We have a 48 hour cancellation policy, which means you have 48 hours after placing an order to ask for a cancellation. After this, there is no guarantee we can cancel your item.
Pre-order and limited edition items cannot be canceled. These are manufactured based on pre-order quantities and inventory products are reserved for shipping.
Customers in the EU who request order changes on orders prior to EU VAT law changes this year may be subject to pay any differences in tax.
Exchanges
Requests for exchanges should be made within 48 hours of the delivery date of the product. If you want to request a change of size, contact us and we will give you a return label. Please note that you will be charged for the reshipping of the product.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Damages and issues
Please inspect your order upon reception to check for any issues. If you receive an item that is defective, damaged or if you receive the wrong item, please contact us at support@shopatlus.com with the order number and a photo showing the problem, so that we can evaluate the issue and make it right.
Remember that exchanges and refunds should be requested within 48 hours of the delivery date of the product.
For damaged items we generally offer a replacement or refund. For specific cases, a partial refund might be also possible.
Exceptions / non-returnable items
Certain types of items cannot be returned, like: products that are made to order, perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Some products, for environmental and human friendly reasons, are only made when you order them. Please allow about a week for it to be made and we will send you tracking information as soon as it's in the mail.
