Refund policy
Last updated: 1 October 2026
At ATRA, we want you to feel confident when shopping with us. If your purchase isn't quite right, you may be able to return it in accordance with the terms below.
Nothing in this policy affects your statutory rights as a consumer.
1. CANCELLING YOUR ORDER
For online purchases, you have the legal right to cancel your order within 14 days of receiving your order, without having to provide a reason.
Once you notify us that you wish to cancel, you have a further 14 days to return the item to us.
To request a return, please contact contact@atra.uk before sending your item back.
We will then provide you with the appropriate return address and instructions.
Please do not send returns to our business or virtual address listed on our website.
2. RETURN CONDITIONS
To help ensure your return can be processed, items should be returned:
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In their original condition
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Unworn and unused
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With all original tags and labels attached
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Free from makeup, perfume, deodorant, stains, pet hair or other marks
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In their original packaging where reasonably possible
You may try on clothing to assess the fit and appearance, in the same way you would in a shop. However, please take care when trying on garments.
If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, and its value has been reduced as a result, we may make an appropriate deduction from your refund where permitted by law.
For hygiene reasons, items that have been worn, washed, damaged or returned with marks or odours may not be eligible for a full refund where the condition has been affected beyond reasonable handling.
3. SALE ITEMS
Unless otherwise stated, sale items are eligible for return in accordance with our standard returns policy and applicable consumer law.
Any promotional terms applying to a particular sale or offer will be clearly stated at the time of purchase.
4. PRE-ORDERS
Pre-order items are subject to the same cancellation and consumer rights as other online purchases, unless otherwise stated in accordance with applicable law.
If you wish to cancel a pre-order before it has been dispatched, please contact contact@atra.uk as soon as possible.
Once a pre-order has been dispatched, the standard cancellation and returns process applies.
5. FAULTY, DAMAGED OR INCORRECT ITEMS
If your order arrives faulty, damaged or incorrect, please contact us at contact@atra.uk as soon as possible.
Please include:
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Your order number
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A description of the issue
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Clear photographs showing the fault or damage, where applicable
We will review the issue and provide instructions for returning the item where necessary.
Your statutory rights regarding faulty or incorrectly supplied goods are not affected by this policy.
6. RETURN POSTAGE
If you are returning an item because you have changed your mind, you are generally responsible for the cost of returning the item to us, unless we have agreed otherwise.
If an item is faulty, damaged or incorrect, please contact us before returning it so that we can provide the appropriate instructions.
7. REFUNDS
Once your return has been received and inspected, we will process your refund where applicable.
Refunds will generally be issued using the original payment method.
Where you exercise your statutory right to cancel, we will refund the standard delivery charge originally paid for the order. If you selected a more expensive delivery service, we are only required to refund the cost of the least expensive standard delivery option we offered.
We may wait to issue the refund until we have received the returned item or you have provided evidence that it has been sent back, whichever occurs first.
Refunds will be processed within the timeframe required by applicable law.
8. EXCHANGES
We currently do not offer direct exchanges.
If you require a different size or colour, please return your original order in accordance with this policy and place a new order separately.
9. INTERNATIONAL RETURNS
Customers outside the UK are responsible for following the return instructions provided by ATRA.
Any customs duties, import taxes or other charges originally paid to the relevant customs authority may not be refundable by ATRA.
For international returns, please contact contact@atra.uk before sending your item back so that we can provide the correct return address and instructions.
10. REFUSED OR UNCLAIMED INTERNATIONAL ORDERS
If an international order is refused or remains unclaimed because applicable customs duties, taxes or import charges have not been paid, additional costs may be incurred.
Where an order is returned to ATRA as a result of unpaid duties or refusal of delivery, any applicable return shipping costs or charges may be deducted from any refund where permitted by law.
Please refer to our Delivery & Shipping Policy for further information regarding international duties and refused shipments.
11. NON-RETURNABLE ITEMS
Certain items may not be eligible for cancellation or return where an applicable legal exception applies.
If an item is excluded from our standard returns process, this will be clearly stated on the relevant product page before purchase.
Nothing in this section limits your statutory rights.
12. HOW TO REQUEST A RETURN
To request a return or cancellation, please email:
Please include your order number and confirm which item(s) you wish to return.
We will respond with the relevant return instructions.
Please do not send any item back before receiving return instructions from ATRA.
13. CONTACT
For all returns, refunds and order-related enquiries:
ATRA
Email: contact@atra.uk
We aim to respond to enquiries within 1–2 working days.
YOUR STATUTORY RIGHTS
This policy does not affect your statutory rights under applicable consumer protection legislation.
Where there is a conflict between this policy and your statutory rights, your statutory rights will prevail.