Help / FAQs

Need help? Here's the most frequently asked questions by you. If you need further support, feel free to contact us.

Orders & Payment

How do I know you have received my order?

Once you have placed an order with us you will receive an order confirmation to your email address.

If you haven’t received an email confirmation and are concerned about where your order is, please check your spam folder. If you are still unable to find your order confirmation please contact our customer service team and we would be happy to help! 

Can I change the address or cancel my order?

Before placing an order on your favourite pieces please make sure all of your shipping details are correct, especially if you have a different billing and shipping address.

Unfortunately we can’t amend your shipping details once an order has been shipped, however, we may be able to update or cancel your order if it hasn't been dispatched yet. We recommend that you reach out to our Customer Care team as soon as possible so that we can try our best to help.

Can I make changes to the contents of my order after it has been placed?

While we can make updates to your order before it has been fulfilled, unfortunately no further changes can be made once your order has been processed and dispatched from our London HQ, but we will try our best to help where we can! 

Please note that during peak times such as Black Friday and Christmas our team may be extra busy and order updates may not be possible. 

How will my order come packed? Do you offer gift packaging?

Your jewellery will be delivered with our recyclable gift boxes and cotton jewellery pouch and wrapped in tissue paper.

In order to reduce packaging waste, we may sometimes use one jewellery box for two small pouches. When you purchase the Gift Bag option, all pieces will be packed in separate jewellery boxes to make the perfect gift.

If you would like to purchase a gift bag and make it extra special, simply add the Gift Bag & Tissue option to your shopping bag. 

Our mailing boxes and our jewellery boxes are created with FSC-certified paper from 70% recycled sources and our pouches are made from 100% cotton. With no foam or velour inserts, our packaging is not just beautiful to gift and reuse, but also plastic-free, 100% recyclable and biodegradable.

How do I redeem my discount code or gift card?

Discount codes and gift cards can be redeemed and entered at the checkout page. 

Simply add your jewellery in your cart and head at checkout, type your code in the field labelled ‘Discount code or gift card’ under your order summary, and you’re all set!

*Please note that you can't use multiple discount codes in one transaction and they cannot be applied retrospectively. However, multiple gift cards can be used in the same order. Your discount will be applied at the final stage of checkout. 


Deliveries & Returns

What are your delivery fees?

Please see our shipping policy.

How long will it take to get my order?

The time it takes to receive your order depends on your location and the shipping method chosen.  For more details, check our Shipping and Returns page.

Can I track my order?

Of course! All of our orders are sent with tracking to your door. When your order is dispatched, you will receive a separate confirmation email with your tracking number so you can follow the journey of your parcel.

Please note that some tracking numbers may take up to a few hours to update! 

I haven’t received my order yet, what can I do?

We do our best to make sure all orders are received within the timeframe of the shipping method selected at checkout. 

Once we dispatch your order, you’ll receive a shipping confirmation email where you are able to track your order from our London HQ straight to your door! 

If you need any further assistance please contact our customer service team here.

Do I need to sign for my parcel?

If you have chosen an express delivery method at checkout, this may require a signature upon delivery. 

If you have selected a standard delivery option your parcel doesn’t require a signature. 

Once you have received your tracking, you will be able to update your delivery options with your chosen courier, such as delivery to a safe place, neighbour etc.

What options do I have after returning my order?

After receiving your return at our London HQ, we will either exchange the item or issue you with a refund or store credit, whichever option suits you best!

How do I know if you have received my return?

Once we have processed your order, we will send you an email to confirm it has been received and processed at our London HQ. 

How long does it take to process my return?

As soon as we have your return and checked that the jewellery is in its original condition, our team will be in touch to notify you. While we strive to process returns as fast as possible, this can take up to 10 days for your order to reach us and be processed by our team. 

During exceptionally busy times, such as Black Friday and Christmas, there may be delays in processing returns.

How will my return be refunded?

Returned items will always be refunded to the original payment method used when placing your order, including gift cards.

Please note that when an order has been partially paid by gift card, then the amount used from a gift card will be returned to the gift card first, and the remaining balance is refunded to the credit card used.

How long will it take to receive money back from my refund?

Depending on your refund method, the timeframe may vary. For all the information on your preferred method of refund, please see the following info:

Credit or Debit Card

We will credit your account within 5-10 working days of receipt of your items.

PayPal 

Your refund will be visible in your PayPal account within 24 hours of your refund email being sent.

Are there any fees that are non refundable?

Shipping fees, international taxes, customs duties and any other additional fees paid cannot be refunded. 

Additionally, gift bags and gift cards are also not eligible for a refund. 

As the responsibility for any customs or import duties and taxes lies with the customer, we are unable to refund any charges incurred upon delivery of the order. However, you may be able to recover these costs by contacting your local customs bureau directly. 

If you deny delivery of your package, duties and taxes payments will not be refunded. We recommend customers contact their local authorities for any further information regarding these payments.

Ataro will process any refunds in UK Pounds Sterling and will not take any responsibility for the change in the currency rates occurred between time of purchase and return.  

Materials & Care

What materials are used at Ataro?

We believe in being as sustainable as possible without compromising on quality. Jewellery at Ataro is made 18ct gold-plated eco-brass. If you are unsure what materials a specific piece is crafted from, please refer to the details tab located on each product page. 


What type of plating do you use and how long does it take to tarnish?

We employ a cutting-edge technique known as flash plating, which uses an electrophoretic coating. This process not only enhances the aesthetic appeal of our jewellery but also provides maximum protection against tarnishing, ensuring that your pieces retain their brilliance for extended wear!

We use flash plating because it is durable, and creates a protective layer around our eco brass base material, minimising signs of wear and tear, making it ideal for everyday jewellery. 

For more details on how to best take care of your gold-plated pieces, feel free to visit our Jewellery Care page.

Does your jewellery contain any nickel?

All of our jewellery is nickel and lead free!

Do you offer replating services?

Unfortunately we do not offer repairs or replating services, but any manufacturing defects like breakage or tarnishing are covered for one year after purchase and we're committed to replacing these at no cost or give you store credit, depending on stock availability.

How do I redeem my discount code or gift card?

Discount codes and gift cards can be redeemed and entered at the checkout page. 

Simply add your jewellery in your cart and head at checkout, type your code in the field labelled ‘Discount code or gift card’ under your order summary, and you’re all set!

*Please note that you can't use multiple discount codes in one transaction and they cannot be applied retrospectively. However, multiple gift cards can be used in the same order. Your discount will be applied at the final stage of checkout. 


Warranty & Repairs

Is my jewellery covered by warranty?

In case there are any issues with your order, every Ataro piece purchased on our website is covered by a 1 year warranty when a valid proof of purchase is presented.


What does the Ataro warranty cover?

The warranty on your jewellery covers manufacturing defects such as breakage during your warranty period. Warranty replacements are at no cost, or can be converted to store credit depending on stock availability. 

Does your jewellery contain any nickel?

All of our jewellery is nickel and lead free!

Do you offer replating services?

Unfortunately we do not offer repairs or replating services, but any manufacturing defects like breakage or tarnishing are covered for one year after purchase and we're committed to replacing these at no cost or give you store credit, depending on stock availability.

How do I redeem my discount code or gift card?

Discount codes and gift cards can be redeemed and entered at the checkout page. 

Simply add your jewellery in your cart and head at checkout, type your code in the field labelled ‘Discount code or gift card’ under your order summary, and you’re all set!

*Please note that you can't use multiple discount codes in one transaction and they cannot be applied retrospectively. However, multiple gift cards can be used in the same order. Your discount will be applied at the final stage of checkout.