A little help, when you need it.
From finding your fit to following your delivery, find answers to your questions below.
How do I know my order was placed successfully?
You’ll receive an order confirmation email after placing your order. If you can’t find it, check your spam or junk folder, then contact us using the email address entered at checkout.
Can I change or cancel my order?
Please contact us immediately with your order number. Orders may be cancelled before processing begins. Address changes or other updates cannot be guaranteed once processing has started, and fulfilled or shipped orders cannot be cancelled.
Which payment methods do you accept?
The payment methods available for your order are displayed at checkout.
How long does order processing take?
Orders are typically processed within 1–3 business days after payment confirmation. Orders placed on weekends or public holidays are processed from the next business day. Processing may take longer during holidays or periods of high demand.
When will my order arrive?
Most orders arrive within 7–15 business days after processing. These are estimates; delivery may be affected by the destination, carrier delays, weather, customs or public holidays.
How much does shipping cost?
Shipping charges are calculated at checkout based on your destination and selected delivery method. Free or discounted shipping may be available during selected promotions.
Do you ship to my country?
Enter your delivery address at checkout to check whether shipping is available for your destination.
Will I need to pay customs duties or import fees?
International orders may be subject to customs duties, taxes or import fees. Unless stated otherwise at checkout, these charges are the customer’s responsibility. Customs processing may also affect delivery times.
How can I track my parcel?
Once your order ships, you’ll receive an email with tracking information. Copy the shipment tracking number, visit our Order Status page and select “Track parcel” to open available updates on 17TRACK. Use your tracking number, rather than your ATELIER NORTHVALE order number.
Why isn’t my tracking showing any updates?
Please allow 24–48 hours after dispatch for the first tracking update to appear. Further updates depend on the carrier’s scans as your parcel moves through its network.
What if my order is delayed or appears to be lost?
Review the latest tracking information first. If your parcel has not arrived within the estimated delivery period, contact us with your order number. We’ll help investigate the shipment with the carrier.
My parcel is marked as delivered, but I haven’t received it. What should I do?
Check the delivery details, any designated safe place, and with household members or building reception. If you still can’t locate the parcel, contact the carrier and our support team for assistance.
How do I choose the right size?
Check the size chart and fit notes for the product you’re buying. Our Size Guide explains how to measure your feet and compare your measurements with the relevant footwear chart.
Do all styles fit the same?
Fit can vary by style, material and construction. Always refer to the product-specific sizing information rather than relying only on your usual size.
What if I’m unsure about my size?
Contact us before ordering with the product name, your measurements and any fit preferences. We’ll help you compare the available sizing information.
Will the colour look exactly like the photos?
Colours may appear slightly different depending on lighting and screen settings. Review the product images and description together before ordering.
How long do I have to request a return?
Please request an eligible return within 3 days of delivery. Items must be unused, unworn, unwashed and in their original condition, with original packaging, attached tags and proof of purchase. Contact us for approval before sending anything back.
Which items cannot be returned?
We cannot accept returns for items that have been worn, washed, altered, damaged or mishandled after delivery, or that are missing their original packaging or tags. Personalised items and products clearly marked as final sale or non-returnable are also excluded.
How do I request a return?
Contact us with your order number, the item you’d like to return and the reason for your request. We’ll review eligibility and provide the applicable return instructions.
Who pays for return shipping?
ATELIER NORTHVALE covers return shipping for approved damaged, defective or incorrect-item claims. Customers are responsible for shipping costs on other approved returns. Please use a trackable shipping service and keep your shipping receipt.
What if my item arrives damaged, defective or incorrect?
Contact us within 7 days of delivery with your order number, clear photographs of the item and packaging, and a brief description of the issue. Keep the original packaging until your request has been reviewed. This reporting window is separate from the 3-day window for standard return requests.
Can I exchange an item for another size?
Contact us within the return request window with your order number and preferred size. We’ll confirm the available options based on eligibility and stock availability.
When will I receive my refund?
Approved refunds are issued to the original payment method within 5–10 business days after inspection. Your bank or payment provider may take additional time to display the refund. Original shipping fees are non-refundable unless the issue was caused by ATELIER NORTHVALE.
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Still need a hand?
Send us your question. For order enquiries, include your order number and the email address used at checkout.