Our Store Policies | Frequently Asked Questions

Because We Care

At Atrium ANNA, we’re dedicated to giving our customers fair, rewarding and enjoyable shopping experience. Take a look at our store policies detailed below to learn more, and reach out today with any questions.

How do I track my order?

Tracking information will be included on the invoice we send to you after the purchase is completed.

For store pick-up, please wait for notification before picking up your item from our store. We will provide you a pickup ID number and confirm the time with you in the order confirmation email.

Please contact us with any questions or special requests.

How can I contact your couriers?

You will be provided an email confirmation from us with the tracking information after we shipped the item to you. Using the tracking number, you can track your order from the beginning to the very end.

We do not take responsibility for delivery mistakes made by carrier services such as delays, loss, damage, etc. However, please feel free to contact us with any questions or issues related to postage fee clarifications or related insurance. We will be happy to work it out with you!

Do you provide International delivery?

Yes. In the case of an international purchase (outside of the USA), our checkout system will automatically add a $30.00 flat fee for shipping to the price of the item. The final cost - item's price, shipping, and handling - will be calculated at the checkout. Your item will be shipped the same or next business day using USPS economy shipping services. However, please note that we are not responsible for any custom, tax or other fees.

What is your returns policy?

We understand that things sometimes do not work out. Therefore, we accept return and refund requests for any reason within two weeks of delivery. The item needs to be shipped back by the buyer in its original condition to

P.O. Box 984, Oregon House, CA 95962.

Please send all refund requests not later than ten days of receiving the item at anna@atriumanna.com, or call us at (916) 778-6420. Return requests received after 10 days from delivery are not taken into consideration.

After inspecting the item, we send you a refund equal to the amount which was paid at check-out.

We do not take responsibility for delivery mistakes made by carrier services such as delays, loss, damage, etc. However, please feel free to contact us with any questions or issues related to postage fee clarifications or related insurance. We will be happy to work it out with you!

How do you determine an item's condition?

All our items are either new or gently worn pre-loved items from a smoke-free environment.

However, within pre-loved, each item's condition can be different and can be scaled using the following guide: 

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New with tags or new in box:

Pristine, never used condition. Tags are still attached.

New without tags or new with no box:

No wear to the item. Never used condition but without tags.

Excellent pre-owned:

Only slight signs of wear. Does not diminish the overall appearance of the item.

Very good:

Well-maintained. Shows minor signs of wear that are consistent with light use.

Good pre-owned:

Shows signs of regular use but no major flaws.

Fair:

Show signs of regular use with additional imperfections such as holes, stains, ribs, etc.

How do you price your items?

The primary factor is the item's condition and the original quality of the item.

Apparently, items that are in excellent or very good condition can sell higher than of those that are categorized as good or fair.

The second factor is quality. A pre-loved, well-used item can show some signs of wear (which is love) but still considered to be a higher quality piece than a newer mass article. There is a difference in time spent, and material used for a design that was created only in 100 pieces than of those that are in 10 000.

We, therefore, make a difference between a luxury pre-loved item and a mass-produced item that can look the same but it's just a "copy" of the initial design.

What are your delivery options?

Within the United States, Atrium Anna's website provides falt rate shipping of $7.20 using 1-3 day USPS Priority Mail for all orders, with an additional  $3.80 handling fee for each item. Multiple items can be added to one order and shipped together. The final cost (purchase price plus handling) is calculated at check-out.

We ship within 24 hours of receiving payment in full on regular business days (Monday through Friday). 

Tracking information will be included on the invoice we send to you after the purchase is completed.

For store pick-up, please wait for notification before picking up your item from our store. We will provide you a pickup ID number and confirm the time with you in the order confirmation email.

Please contact us with any questions or special requests.

If I need additional help styling my items from your store, would you be available helping me?

Yes. We are happy to get to know you better and helping you to find your own personal style or choosing the best gift option for you and for your loved ones. For setting up an appointment, email us at anna@atriumanna.com, call 916 778 6420 or send us a chat message through the website. We look forward to hearing from you!

What payment options do you offer in your store?

We accept all major credit cards via our secure checkout system and also accept PayPal payments. If you visit us in our physical location, you can pay by cash, check, or use any of the above-mentioned options.

How do you guarantee authenticity?

All our items are carefully chosen and hand-picked that go through a rigorous quality check.

Although in some cases determining the authenticity of the item is not as easy, the years of experiences help me answering the question. Therefore, I only list pieces on my site and in my store that I am confident that they are authentic.

However, if you are still uncertain about them, please remember that you can return any items within two weeks of delivery and we will pay you back the full amount you paid at the check-out.

Therefore, your involvement is entirely risk-free. More, if it turns out that the item purchased at Atrium Anna is counterfeit, on top of we pay you back the entire amount you paid at the checkout, we cover the fees that you paid for authenticating the article. Please note that this only applies if you use Lollipuff's (www.lollipuff.com) authenticating services.

Also, if you wish, you can purchase a third-party authentication proof or certificate with your item from us. Please note that this will put your order on 7-10 days waiting period until the verification arrives at us.

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For more questions, please contact our customer care.