Shopping Guide
How to Order
1. Add to Bag
Select your desired item, choose the size and color, and click “ADD TO BAG.”
2. Review Your Bag
Review your order details and proceed to “CHECKOUT.”
3. Checkout
- Registered Customers
Log in and enter the required information.
- New Customers
Create an account via “LOG IN / SIGN UP,” or proceed as a guest by selecting “CHECKOUT.”
4. Confirm Your Order
Review your shipping details and order summary, then click “Pay now.”
A confirmation email will be sent once your order is complete.
Order Confirmation
If you do not receive a confirmation email, please check your order status in “My Account” under “ORDERS.”
If your order does not appear, it may not have been completed successfully.
In such cases, please place your order again.
For further assistance, please contact us via the inquiry form.
Order Cancellation
Orders may be canceled only before shipment.
To request a cancellation, please contact us via the inquiry form.
Customer Service Hours
Weekdays, 11:00 AM – 6:00 PM (CET, excluding holidays)
Requests submitted outside business hours may not be processed in time, and the order may be shipped.
In such cases, please follow the return procedure after delivery.
Order Modifications
Once an order has been placed, item details, payment methods, and applied promotions cannot be modified.
Please review the information carefully before completing your purchase.
If changes are required, please cancel the order and place a new one.
To cancel, contact us via the inquiry form.
Payment Methods
We accept the following payment methods:
Credit Card, PayPal, Apple Pay, Google Pay
Accepted Credit Cards
Visa, Mastercard, JCB, American Express, Diners Club, Discover
Please refer to your card provider’s terms and conditions.
Security & Fraud Prevention
To ensure secure transactions, we may contact you to verify your identity if the cardholder name differs from the customer. Orders may be canceled if verification cannot be completed within a certain period.
All payments are subject to security checks through our fraud prevention system and your card issuer. Shipping may be temporarily delayed during verification.
Card information used for verification is handled securely and used solely for fraud prevention purposes.
Depending on the outcome, we may ask you to use an alternative payment method.
Shipping
Orders are typically shipped within 5 business days of purchase (excluding weekends and public holidays).
Delivery times may vary depending on traffic, weather, destination, or operational conditions. If there are issues with your order details, processing may take longer. Please check the condition of your item upon arrival.
Returns or exchanges, including defective items, cannot be accepted after 30 days from delivery.
Delivery to certain regions may be delayed due to external factors.
For the latest updates, please refer to the carrier’s website.
Shipping Fee
Complimentary Shipping on All Orders Worldwide.
Delivery Carrier
All orders are shipped via UPS.
We are unable to accommodate requests for alternative carriers.
Tracking Your Shipment
You can track your shipment in real time via UPS.
Your tracking number will be provided in the shipping confirmation email.
Track your order:
https://www.ups.com/track
Shipping Countries
We currently offer shipping to the following countries.
For availability in other regions, please refer to the Shop List or contact us via the contact form.
Europe
Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom
General Policy
We offer a 30-day return and exchange policy from the date of delivery.
To be eligible, items must meet the following conditions:
- Unworn (except for indoor try-on)
- Unused and unwashed
- All original tags attached
- In original packaging
- Unaltered and not hemmed
- Accompanied by 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 for partial returns)
- Reason for return or exchange
Once approved, we will provide return instructions and a UPS shipping label.
Returns without prior authorization 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 all orders, return shipping fee is covered by TATRAS (UPS only)
- Shipping costs are not reimbursed if a carrier other than UPS is used
Defective, Damaged, or Incorrect Items
If your item is defective, damaged, or incorrect, please contact us within 30 days of delivery. We may request the item to be returned for inspection. If confirmed defective, a replacement (subject to availability) or refund will be offered.
Exchanges
- Exchanges are subject to availability
- Pre-order items are eligible for size exchanges only
- If the requested item is unavailable, a refund will be issued
- The fastest way to exchange is to return the 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 showing signs of wear or outdoor use
- Items with removed tags or labels
- Items missing original packaging or accessories
- Shoe boxes with tape or labels attached directly
- Unauthorized returns
- Washed or cleaned items
- Altered or hemmed items
- Items with odors (e.g. perfume, smoke)
- Masks, underwear, socks, base layers, detergents, earrings, or other intimate items
- Custom or personalized items
- Items not purchased from the official TATRAS Online Store
Refunds
Once your return has been received and inspected, we will notify you of the outcome. If approved, refunds will be issued to the original payment method within 10 business days. Please note that additional processing time may be required by your bank or card issuer.
If you have not received your refund after 15 business days, please contact:
customercare@tatras-official.com
Refunds cover the item price only (including tax). Shipping and handling fees are non-refundable.
Important Notes
- Please retain your return receipt until your refund is confirmed
- Refunds cannot be guaranteed for returns sent via non-trackable methods
- Only the original purchaser may request returns or exchanges
Cooling-Off Policy
The cooling-off period does not apply to online purchases made at the customer’s discretion, except where required by law. Customers in the European Union have the right to cancel or return their order within 30 days, without providing a reason, provided the item is unused, with tags attached, and in original packaging.
Product Sizing
Size availability may vary by product, typically ranging from size 01 to 07:
- Size 01: Equivalent to XS
- Size 02: Equivalent to S
- Size 03: Equivalent to M
- Size 04: Equivalent to L
- Size 05: Equivalent to XL
- Size 06: Equivalent to XXL
- Size 07: Equivalent to XXXL
TATRAS products typically feature a slim silhouette.
Please note that fitness and proportions may vary depending on the model, so size information is provided as a general guide.
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.
Sizing Guide
Size information for apparel is based on standard body measurements (body measurements), not garment dimensions.
For accessories, bags, and caps, measurements indicate the actual product dimensions.
Please note that slight variations may occur due to manual measurement.
Inquiries Regarding In-Store Purchases
For items purchased at physical stores, please contact the store where you made your purchase.
For inquiries about store inventory, please contact each store directly.
Product Care & Storage
Store your item in a well-ventilated area, away from direct sunlight.
Dust, perspiration, and natural oils may cause fabric deterioration over time.
We recommend cleaning items at the end of each season before storage.
Avoid using waterproof sprays, as they may damage the fabric.
For further care instructions, please refer to the “Handling Instructions” tag attached to the product.
Water Repellency
Most TATRAS down coats are treated with a water-repellent finish.
However, as these garments are designed primarily for everyday urban wear, they are not intended to provide full protection against heavy rain or snow.
Please note that water repellency may diminish over time with wear and use.
Down Feather Shedding
TATRAS uses high-quality white goose down sourced from Poland.
These fine, resilient feathers provide exceptional warmth while remaining lightweight.
Due to the nature of the material, minimal feather shedding from seams may occasionally occur.
Our down garments are constructed with multiple internal layers, including a down-proof lining, to help maintain insulation.
If feathers emerge, please do not pull them out.
Instead, gently rub the surrounding fabric to ease the feather back inside.
Restoring Down Volume
If you notice a reduction in loft, it may be caused by moisture or compression during storage.
To help restore volume:
1. Gently fluff the down by hand to allow air to circulate.
2. Air the garment in the shade for 4–5 hours on a dry day.
3. Lightly pat the garment and hang it on a hanger.
4. Repeat as needed until the volume is restored.
Membership
TATRAS Official Online Store offers a complimentary membership program.
By registering, you will receive the latest updates and enjoy a more personalized shopping experience, including access to your purchase history and saved items.
New Registration
To create an account, please visit the “SIGN UP” page and enter the required information.
You can also register by selecting “Create an Account” on the login page.
Password Reset
To reset your password, click “Forgot your password?” on the login page.
Enter your registered email address and select “Reset Password.”
A password reset link will be sent to your registered email address.
My Account
Once registered, you can access your personal “My Account” page.
You can log in via the “My Account” icon located at the top right of the navigation menu (or via the menu on mobile).
Login is required to view or update your account details.
Features
• View your purchase history
• Manage your account information and email preferences
• Save and manage your favorite items
• Register multiple shipping addresses
Subscribe
Subscribe to our newsletter to receive the latest updates from TATRAS.
Stay informed on new arrivals, defined by refined design and exceptional quality.
Enjoy 10% off your first purchase with a one-time welcome coupon upon registration.
Unsubscribe
You can manage your newsletter preferences from your “My Account” profile settings.
To unsubscribe:
1. Go to your profile and select “Edit.”
2. Uncheck “Subscribe to newsletter” and select “Update.”
You can also unsubscribe at any time via the link at the bottom of any newsletter email.
For questions regarding your order or how to use the TATRAS Official Online Store, please contact us via the inquiry form.
Contact Form
Please note that inquiries submitted on weekends or 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 these terms before placing an order.
Your personal information is handled in accordance with our Privacy Policy.
Pages that require personal or payment information are protected by SSL (Secure Sockets Layer) encryption, ensuring a safe and secure browsing experience.
Shop with confidence.