FAQ

By registering for My Account, you will be the first to receive the latest information about our services,
You can also register favorite items and view your order history.
We highly recommend registering to make the most of our services.

If the email address used when placing your order matches the one used for your account registration, your order history will automatically be associated with your account.

If you have not received a confirmation email, it is possible that your order was not successfully completed. We sincerely apologize for the inconvenience.
Please contact us through the inquiry form so that we can assist you in confirming your order status.

We are sorry, but TATRAS Official Online Store does not currently support the earning or use of reward points. Thank you for your understanding.

If you wish to delete your account, please log in to 'My Account' and proceed to 'DELETE ACCOUNT'.
Please note that once your account is deleted, it cannot be restored.
Your registered personal information will be handled securely in accordance with our privacy policy and deleted by a safe method after the legally required retention period.
Thank you for your trust and understanding.

To stop receiving newsletters, please click the 'Unsubscribe' link located at the bottom of any newsletter email.
You may also manage your preferences in your 'My Account' profile settings. Thank you for your continued support.

We’re sorry, but we do not accept orders by phone. Please place your order via online store.

If your order is still in the pre-shipping stage, we can accommodate your cancellation request.
If you wish to cancel your order, please contact our customer service as soon as possible and include the following details:

- Your name at the time of order
- Order number (or product name if you wish to return a part of your order)
- Reason for return or exchange

Please note that if your order has already been shipped, we will not be able to cancel it. In such cases, we kindly ask that you follow our return procedures.

If you would like to change your delivery date or time after placing an order, please contact UPS directly after your order has been shipped.
You will need the tracking number provided in the 'Shipping Confirmation' email.

You can check your order history from the 'Order History' section in My Account.
After logging in, you can view past orders, detailed order contents, and the status of receipt issuance.Write content to help your customers to better understand your products or policies.

If you did not receive a confirmation email, your order may not have been processed successfully. We sincerely apologize for the inconvenience.
Please contact us through the inquiry form so we may confirm your order status.

Please refer to the 'Cancellations, Exchanges, and Returns' section in our Shopping Guide for details on how to return or exchange an item.

Pre-order items and regular in-stock items cannot be added to the shopping bag together.
We apologize for the inconvenience, but please place separate orders for each.

No, items placed in the shopping bag are not reserved.
Your order is only confirmed and inventory secured once the payment process has been completed.

We’re sorry, but the payment method cannot be changed once your order has been completed.
Please review your payment details carefully before confirming your order.

We do not accept bank transfers.
Available payment methods include credit card and PayPal.

Your credit card will be charged at the time your order is confirmed.
Please note that the billing date and details may vary depending on your card issuer.
For further clarification, please contact your credit card company directly.

Yes. For your safety shopping, we use '3D Secure' authentication for credit card payments.
In addition to your card number and expiration date, you may be required to enter an ID and password issued by your credit card provider.
This added layer of security helps prevent unauthorized use and fraudulent transactions.

To protect your privacy and in consideration of the environment, we do not include printed packing slips with orders.

You can confirm your order details or issue a receipt in one of the following ways:
- If you have registered an account: Go to 'Order History' in My Account and select the order.
- If you purchased as a guest: Use the link provided in your order confirmation email.

If you wish to change (specify) the delivery date and time after placing your order, if you create a UPS My Choice account, you may be able to specify the date and time of your delivery (this varies by region, so please contact UPS for details).
The tracking number included in your 'Shipping Confirmation' email will be required.

We’re sorry, but we do not offer a combined shipping service for separate orders. 
Each order will be shipped individually.

We do not accept drop-off delivery requests at the time of order. 
If you create a UPS My Choice account and contact UPS, you may be able to designate Drop-Off Delivery (support varies by region, so please contact UPS for details).

We do not offer a delivery with holding for pick up option at the time of order. 
If you create a UPS My Choice account and contact UPS, you may be able to designate holid for pick up at the UPS Access Point (support varies by region, so please contact UPS for details).
Your tracking number can be found in the 'Shipping Confirmation' email.

Returns are accepted for unused items within 30 days of delivery, in accordance with our Terms of Use.
If you wish to return a product, please contact us through the inquiry form with the necessary information.
After confirming the details, we will inform you of the return procedure and how to send back the item.

Exchanges are accepted for unused items within 30 days of receiving your order, in accordance with our Terms of Use. 
If you would like to request an exchange, please contact us through the inquiry form with the relevant details. 
After reviewing your request, we will guide you through the exchange process and return procedure.

Refunds are issued using the same payment method selected during checkout.
Refunds may take up to 14 business days after we confirm receipt and condition of the returned product.
Please note that refunds will only cover the product price including tax, and handling fees incurred during payment cannot be refunded.
*If the return is due to an initial defect, we will cover all associated fees.

The timing of your refund depends on your credit card company’s billing cycle and contract terms.
In some cases, your refund may be processed as a cancellation of the original charge or as a credit on your next statement.
For more details, please contact your credit card provider directly. We are unable to adjust the refund schedule on our end.

We're sorry, but we do not currently offer gift wrapping.

We’re sorry, but we currently do not offer a message card service.

TATRAS products are available in sizes 01 through 06, which roughly correspond to the following:
- 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

In general, TATRAS garments are designed with a slightly slim silhouette. However, fit and sizing may vary depending on the specific model.

Please note that even if the model name is the same, the fabric or silhouette may differ depending on the season.
Additionally, some designs may have updated model names. We recommend checking each product page carefully.

If you are uncertain about sizing, please feel free to contact us.

For inquiries about product repair and care, please contact us using our contact form. Our customer service team will contact you after reviewing your inquiry.

When storing your TATRAS product at home, please hang it in a well-ventilated area away from direct sunlight. 

Dust, sweat, and oil can cause fabric deterioration, so we recommend having the product cleaned before storage after the season ends.

Please refrain from using waterproof sprays as they may damage the material. 

For other care instructions, please refer to the 'Care Instructions' label attached to the product and handle the item based on your judgment.

For inquiries regarding TATRAS Official Online Store, please contact us from [contact us] form.

[Business hours: 11:00–18:00, closed on weekends and public holidays]

Thank you very much for your inquiry.
We usually respond within 2 to 3 business days.
If you have not received a reply, please check the following:

- Is the email address you entered correct?
- Has the reply gone into your spam or junk mail folder?
- Are you able to receive emails from the '@tatras-official.com' domain?

If none of the above apply and you still haven’t received a response, we kindly ask that you submit your inquiry again via our inquiry form. We apologize for the inconvenience and thank you for your understanding.