FAQs-Eng
Q1: I received an incorrect or non-working GLS tracking number. Can you provide me with the correct one?
Some customers may receive incorrect GLS tracking links due to an error in our shipping portal. Our IT team is actively working to resolve this issue as soon as possible.
Please note that all our parcels are shipped via Österreichische Post AG. To track your shipment, simply copy your tracking number and paste it into the following link: ATPost
Deliveries are then handled by local carriers in the destination country:
- Germany: DHL
- France: La Poste / Colissimo
- Netherlands: PostNL
- Belgium: Bpost
Once your parcel leaves Austria and arrives in the destination country, the tracking number is activated in the local carrier’s system. This process may take 1 to 2 business days.
Rest assured, your parcel should arrive within a week.
Q2: My return has been delivered. When will it be processed?
Depending on our warehouse workload, returns are generally processed within 10 days, and no later than 20 days after we receive the parcel. Please rest assured that we are handling your return, and we appreciate your patience and understanding.
If your return has not been processed within the indicated timeframe, please feel free to contact us by email—we will be happy to assist you.
📌 Note: When tracking your return via DHL, some inconsistencies may appear. We recommend using the ATPost link for the most accurate information.
Q3: My order was not delivered due to an address or name error and is being returned to you. What should I do?
If your parcel is still in the destination country, we recommend contacting the local carrier directly:
- Germany: DHL
- France: La Poste
- Netherlands: PostNL
If this is not possible and the parcel is returned to us, we will contact you upon receipt to offer you the following options:
✅ Reshipping your order
✅ Canceling and refunding your order