About the brand and the products

What types of products does Atelier COSTÀ offer?
Premium handmade footwear. We work with jute soles and high-quality materials (virgin wool, natural/recycled fabrics and leather). We have indoor slipper collections for winter and timeless basics such as leather Mary Janes available all year round.

Where are the products made?
In Spain, with artisanal techniques and suppliers mainly based in Spain/Europe.

Orders (B2C and B2B)

How do I place an online order?
Add the products to the cart and complete the payment. If you need help, write to us at info@ateliercosta.com or via WhatsApp.

Can I cancel or modify an order?

• B2C: if it has not yet been shipped, contact us as soon as possible.

• Customized orders (B2C and B2B): after your final approval and once production has started, they cannot be canceled or modified.

Do you accept wholesale or customized orders for stores?
Yes. We offer B2B pricing, customization with your branding and reasonable MOQs. Write to us at info@ateliercosta.com for catalog and conditions.

Customized orders (B2B and B2C)

When does production of a customized order begin?
After your final approval (“OK to produce”) and payment of the 50% deposit of the proforma invoice. Production begins once the deposit is received and the delivery time starts counting from that date.

When do I pay the remaining balance?
The remaining 50% must be paid before shipping. If payment is delayed, the delivery time will also be extended accordingly.

Can I return a customized order?
No. After your final approval and once production has started, there are no cancellations, returns or refunds (including the deposit), except in case of defect or non-conformity with the approved sample.

Payments and invoices

What payment methods do you accept?
Credit/debit cards, PayPal, Bizum (in Spain) and bank transfer. Installment payments are available in some countries via PayPal (3 installments) or Klarna (subject to provider approval).

How do I request an invoice?
Enter your tax details at checkout. B2B: include VAT/EORI if applicable. If you need changes, contact us with your order number.

Is it safe to pay on your website?
Yes. Payments are processed through secure gateways (we do not store your complete card details).

Shipping and delivery times

Do you ship internationally?
Yes, to several countries. You will see options and costs at checkout depending on your address.

How long does shipping take?

• B2C: we process within ~3 business days and shipping usually takes 48h–10 days depending on country/service. We will send you tracking.

• B2B: if in stock, ~1 week; if made to order/production, 2–12 weeks (depending on model/volume).

International duties and taxes?
Outside your country/region, import taxes and duties may apply at the recipient’s expense (informed at customs according to local regulations).

Can I change the delivery address after purchase?
If the order has not yet been shipped, contact us immediately and we will try to manage it.

Returns, exchanges and warranty

How do I process a return or exchange?
Check the [Returns Policy]. Write to us at info@ateliercosta.com with your order number and we will provide an RMA and instructions.

What is the withdrawal period (B2C)?
You have 14 calendar days from receipt (except customized products or items with unsealed hygienic packaging where applicable). Items must be returned new, unused and with packaging.

Do you accept returns on customized orders?
No. After your final approval and once production has started, there are no returns, exchanges or refunds, except in case of defect or non-conformity with the approved sample.

What warranty do the products have?

• B2C (EU): minimum 2-year legal conformity warranty (according to consumer’s country law).

• B2B: limited 6-month warranty for manufacturing defects.
  (This coexists with our commercial solutions: repair/replacement/credit note if applicable.)

The product arrived damaged or defective, what should I do?
Contact us within 48h with photos of the packaging and product (for transport damage) or within the indicated deadlines (for defects). We will provide an RMA and a solution.

Sizing and care

How do the shoes fit? Which size should I choose?
They generally fit true to size. Check the Size Guide in the product page. If you have doubts (high instep, wide feet, etc.), contact us and we will advise you.

How do I care for my products?
Avoid getting jute wet; if it does, do not dry in the sun, leave it in a ventilated place. Clean with a soft cloth or suitable brush and avoid harsh chemicals. Each product page includes specific care instructions.

B2B Customization

What customization options do you offer?
Materials, colors, soles, branding (logos/insoles/packaging) and micro-collections. We will send you a technical sheet/samples for final approval before production.

What is the process and lead time for customized orders?
Brief → technical proposal & quote → samples (optional) → final approval + 50% proforma payment → production (2–12 weeks, up to 3 months depending on volume/materials) → remaining payment → shipping.
After the final OK, there are no cancellations or refunds except in case of defect/non-conformity.

Sustainability and ethics

How do you work on sustainability?
Local production in Spain, suppliers mainly in the EU, selected materials and artisanal processes focused on durability. More details in [About us].

Customer service

How can I contact you?
Contact Form on the website, email info@ateliercosta.com or WhatsApp (icon on the website). We reply during business hours (CET).

Can I send an order as a gift? Does it include prices?
Yes. Enter a different address at checkout. We can add a message and avoid showing prices in the package (request it in “Order Notes”).

Do you offer gift wrapping?
Yes, select the gift wrapping option at checkout and include your message.

How can I track my order?
You will receive a tracking number by email once shipped. Use it on the carrier’s website.

I can’t find the confirmation email
Check Spam/Promotions. If it doesn’t arrive within 30 minutes, contact us with your name and payment method.

How do I use a discount code?
Enter it in the “Coupon” field in the cart or checkout (if the campaign is active).

Useful links

• Returns Policy: /language/en/returns/

• Terms & Conditions: /language/en/terms-and-conditions/

• Privacy Policy: /language/en/privacy/

• Cookie Policy: /language/en/cookie-policy/

• Contact: /language/en/contact/