Shopping Guide

<How to Order>
1. Add Items to Shopping Bag
Once you have found your desired item, select the size and color, then click the "ADD TO BAG" button.

2. Review Items in Shopping Bag
Please review your order details, then click the "CHECKOUT" button.

3. Checkout
- For Registered Customers:
Log in with your registered email address and password, then fill in the required information.

- For First-Time Customers:
Please click "LOG IN / SIGN UP" and complete the necessary information to create your account.
If you prefer not to register an account, click the "CHECKOUT" button and enter the required details.

4. Confirm Order and Complete
After reviewing your shipping address and order details, click the "Pay now" button.
Once your order is complete, a confirmation email will be sent to you.


<Order Confirmation>
If you do not receive a confirmation email after completing your order, please log in to your My Account page and check the "ORDERS" to confirm if your order has been successfully placed.
*If your order does not appear in your order history, it may not have been completed successfully.

If you cannot find your order even though you believe the process was completed, a system error may have occurred and the order may not have been finalized. In that case, please place your order again from the beginning.

If you have any questions, feel free to contact us through the inquiry form.
If you are not registered with My Account, please use the inquiry form to confirm your order status.


<Order Cancellation>
Cancellations can be accepted only before the item has been shipped.
If you wish to cancel your order, please contact us via the inquiry form.

Customer service hours are weekdays from 11:00 AM to 6:00 PM CET (excluding holidays).
Requests made outside of business hours may not be processed in time, and your order might be shipped.
In that case, please follow the return procedure after receiving the product.

Please note that if the item has already been shipped, you may be responsible for return shipping fees.


<Order Modifications>
Once your order has been completed, we are unable to modify the item details, payment method, or coupon usage.
Please ensure that size, color, price, and quantity are all correct before confirming your order.

If you need to make changes, you will need to cancel the order first and then place a new order.
To cancel, please contact us from the inquiry form [add link].


<Pre-Order Items>
Items marked as “Pre-Order” are sold in advance and will be shipped when stock arrives.
Please confirm the estimated arrival time listed on the product page before placing your order. You will receive a notification email when the item is ready to ship.
*Pre-order items cannot be purchased together with regular items.
*Depending on production, delivery may be delayed, quantities reduced, or prices changed.
*Pre-order items are not eligible for returns, except for size exchanges.
*Product images are references. The final product may differ slightly in specifications, finishing, or sizin

<Payment Methods>
You can choose from the following payment methods: Credit Card, PayPal.

<Accepted Credit Cards>
Visa, Mastercard, JCB, American Express, Diners Club, Discover
*Please follow the terms and conditions of your credit card provider.

<Preventing Fraudulent Use>
If the cardholder differs from the customer, we may contact you by email or phone to verify the identity.
If we cannot confirm the identity within a certain period, the order may be canceled.

To prevent unauthorized use by third parties, we check your card using our fraud prevention system and through your credit card company.
*We will proceed with the shipment procedure as soon as the confirmation is obtained, but the delivery may be temporarily put on hold while the confirmation is being made.
*Confirmation may be completed on the same day, but it may take 1-2 days to complete.

Credit card information used for confirmation will be used only for the purpose of preventing unauthorized use and will not be used for any other purpose.

Please note that we may ask you to change to a different payment method depending on the result of the confirmation.

<Shipping Fee>
Free Shipping for all orders from any countries.

<Shipping of Items>
In general, products will be shipped within 5 business days after the order is placed (excluding weekends, public holidays).
*Delivery may be delayed due to traffic, weather, region, or business conditions.
*If there are issues with your information, shipping may take longer than five business days.

Please check the contents and condition of your item upon arrival. If more than seven days pass, returns and exchanges (including defects) cannot be accepted.
*Delivery to some regions may be delayed due to weather or other external factors. For the latest updates, please refer to the delivery company's website.


<Shipping Fees>
Free Shipping for all orders from any countries.


<Delivery Carrier>
All orders are shipped via UPS.
Please note that we do not accept requests to change the delivery carrier.


<Tracking Your Shipment>
You can track your shipment in real time through UPS’s tracking service.
Your tracking number will be provided in the shipping confirmation email.
Tracking URL:
https://www.ups.com/track


<Shipping Countries>
We currently only ship to the following countries on this site.
For availability in other countries, please refer to the Shop List or contact us using the contact form.

Europe

• Austria 
• Belgium 
• Bulgaria 
• Croatia 
• Cyprus 
• CzechRepublic 
• Denmark 
• Estonia 
• Finland 
• France 
• Germany 
• Greece 
• Hungary 
• Iceland 
• Ireland 
• Italy 
• Latvia 
• Lichtenstein 
• Lithuania 
• Luxembourg 
• MaltaPoland 
• Netherlands 
• Norway 
• Portugal 
• Romania 
• Slovakia 
• Slovenia 
• Spain 
• Sweden 

North America

• USA

<General Policy>
We offer a 30-day return and exchange policy from the date of receipt. To be eligible, items must meet the following conditions:
- Unworn, unused, and unwashed
- All original tags attached
- In original packaging
- Not altered or hemmed
- Accompanied by a receipt or proof of purchase
- Returns or exchanges requested after 30 days will not be accepted.


<How to Request a Return or Exchange>
Please contact us via the inquiry form or email at customercare@tatras-official.com. Include the following:
- Full name used for the order
- Order number (or product name, if partial return)
- Reason for return or exchange

If your request is approved, we will send return instructions and a shipping label (UPS only). Returns without prior approval will not be accepted.

Return Address:
TATRAS c/o INTERMODE ESPRESS srl
VIA GIOVANNI GUARESCHI 127 (at the roundabout)
20014 FRAZ. SANT’ILARIO MILANESE - NERVIANO (MI) - ITALY


<Return Shipping Fees>
- For returns due to product defects or order errors, Tatras will cover return shipping (UPS only).
- For returns or exchanges due to customer convenience (e.g., change of mind, size issues), shipping costs are borne by the customer.
- If you use a delivery service other than UPS, you are responsible for all charges, and we may not reimburse the cost.


<Defective, Damaged, or Incorrect Items>
If your item is defective, damaged, or incorrect, please contact us within 30 days of receipt. We may request you to return the item for inspection. If confirmed defective, you may choose a replacement (subject to stock) or receive a refund.


<Exchanges>
- Exchanges are subject to stock availability.
- Pre-order items are only eligible for size exchanges.
- If the desired item is out of stock, a refund will be issued.
- The fastest way to exchange is to return your item and place a new order.


<Ineligible Returns and Exchanges>
Returns or exchanges will not be accepted for:
- Items returned after 30 days
- Sale or outlet items
- Gift boxes
- Items worn outside or with signs of use
-Items with removed tags or labels
- Items missing accessories or original packaging
- Shoe boxes with tape or labels directly attached
- Returns sent without prior authorization
- Washed or cleaned items
- Altered or hemmed items
- Items with odor (e.g., perfume, smoke)
- Masks, underwear, socks, base layers, detergents, earrings, or other intimate apparel
- Custom or personalized items
- Items not purchased from TATRAS Official Online Store


<Refunds>
- Once we receive and inspect your return, we will notify you of the result. If approved, a refund will be issued to your original payment method within 10 business days. It may take additional time for your bank or credit card provider to post the refund.

- If you haven’t received your refund after 15 business days, please contact us at customercare@tatras-official.com.

- Refunds are limited to the item price (including tax). Shipping charges and handling fees are non-refundable.


<Important Notes>
- Keep your return shipping receipt until your refund is confirmed.
- We cannot guarantee refunds for returns sent via non-trackable methods (e.g., standard mail).
- Only the original purchaser may request returns or exchanges.


<Cooling-Off Policy>
The Cooling-Off rule does not apply to online purchases voluntarily made by the customer, except for residents of the European Union.
EU customers have the right to cancel or return their order within 30 days without giving a reason, provided the item is unused, with tags, and in original packaging.

<Product Sizing>
Size availability may vary by product, generally ranging from size 01 to size 06:

- Size 01: Equivalent to S
- Size 02: Equivalent to M
- Size 03: Equivalent to L
- Size 04: Equivalent to XL
- Size 05: Equivalent to XXL
- Size 06: Equivalent to XXXL

TATRAS products typically feature a slim silhouette.
Please note that silhouette and fit may vary by model, so size information should be used as a reference only.
Even if the product name remains the same, material or cut may differ from previous seasons.
Additionally, some items may have updated model names despite sharing the same design.


<How Products are Measured>
All measurements are taken manually. Minor discrepancies of a few centimeters may occur.
There may also be slight individual differences between items.
*Please note that shoe sizing may vary by country and unit system.

<Inquiries Regarding In-Store Purchases>
For products purchased at stores other than this site, please contact the store where you purchased the product directly.

For inquiries about store inventory, please contact each store directly.
*Contact information is available in the store list. [Add a link]

<Product Storage and Care>
Store your item in a well-ventilated area out of direct sunlight.

Dust, sweat, and oils can cause fabric deterioration. We recommend cleaning items at the end of the season before storing them.

Avoid using waterproof sprays as they may damage the fabric.

For other care instructions, refer to the "Handling Instructions" tag attached to the product and act at your own discretion


<Water Repellency>
Almost all TATRAS down coats have a water-repellent finish.

But since they are only fashion items for town use, they are not extremely resistant to rain and snow compared to regular products.

Please understand that the water repellent effect may decrease due to frequency of wear and changes over time.


<Down Feather Shedding>
TATRAS uses high-quality white goose down from Poland.

These fine, elastic feathers offer superior warmth and lightweight comfort.

Due to the nature of the product, minimal feather shedding from seams may occur.

Down garments are constructed with three (sometimes four) internal layers, including a down-proof lining, ensuring warmth retention.

If feathers protrude, do not pull them—gently rub the fabric and push the feather back inside.


<Restoring Down Volume>
If you notice a reduction in down loft, it may be due to moisture or storage.

Try the following:
1. Fluff the down by hand to let air in.
2. Air it out in the shade for 4–5 hours on a dry, sunny day.
3. Pat the garment gently and hang it on a hanger.
4. Repeat if necessary until the volume returns.

TATRAS Official Online Store offers a free membership program.

By registering, you will be the first to receive the latest information about our services, as well as be able to check your purchase history, register your favorites, and enjoy a comfortable shopping experience.


<New Registration>
To register a new account, please go to the “SIGN UP” [Add a link] page and enter the required information.

You can also register by clicking the “Create an Account” link at the bottom of the “LOGIN” button on the login page.


<Password Reset>
You can access the password reset page by clicking on the "Forgot your password? on the password entry page of the login page, you can access the password reset page.

Enter your registered e-mail address and click “Reset Password” to receive a “Password Reset” message to your registered e-mail address.


<My Account>
By registering with TATRAS Official Online Store, you can access your personal My Account page.

You can log in via the "My Account" icon at the navigsation menu on top right (or from the navigation menu on mobile).Login is required to view or update each section.

Features include:
- View your purchase history
- Register and update account information and email subscription preferences
- Manage your favorite items from the online store
- Register multiple delivery addresses

You can manage your newsletter subscription from the My Account profile settings.

To unsubscribe:
1. Go to your profile and click “Edit.”
2. Uncheck “Subscribe to newsletter” and click “Update.”

You can also unsubscribe by clicking the link at the bottom of any newsletter email.

For questions about your order or how to use TATRAS Official Online Store, please contact us via the inquiry form.

Contact Form: [Link to Inquiry Form]

*Inquiries submitted on weekends and public holidays may take longer to process.

Use of the TATRAS Official Online Store is governed by our Terms of Use.
Please review and agree to the Terms of Use before placing an order.

Your personal information is managed appropriately in accordance with our Privacy Policy.

Pages requiring personal or payment information are protected by SSL (Secure Sockets Layer) encryption for safe and secure browsing.
Please use our site with confidence.