Faq
Orders
Where can I buy Atone?
You can purchase Atone’s products through our online store, as well as at selected retailers.
Contact our customer service for information about our retailers.
What payment options do you accept?
Dankort
VISA
VISA / Dankort
Mastercard
Mobilepay
Why haven't I received an order confirmation yet?
If you have placed an order on atonecph.com but have not received an order confirmation, please first check if the email has ended up in your spam/junk folder. If not, contact us at support@atonecph.com and we will follow up and resend your order confirmation.
Can I modify my order?
Changes to the delivery address: We cannot modify the delivery address once the order has been processed. You will need to contact GLS with your tracking number to request changes to the delivery address.
Delivery
What are my delivery options?
The delivery time in Denmark is typically 1-2 business days. All our packages are insured and come with a track & trace number. Upon dispatch of your package, you will receive a tracking number.
Free delivery to GLS parcel shops for orders over 799,- DKK. Home delivery costs DKK 39.
Orders placed before 12:00 (noon) are sent, if possible, on the same day.
Delivery time to Greenland and the Faroe Islands typically takes 10-12 days and costs DKK 39 carried out as home delivery with GLS.
How do I track my order?
Return and claims
How do I return my order?
Returns will be accepted for up to 14 days of Customer’s receipt or tracking number on unworn items. You, as a Customer, are obliged to inform us via email at support@arkkcopenhagen.com before you return the item, only in the case of:
Received the wrong item
Item arrived not as expected (ie. damaged packaging)
Item had defects
For all other reasons not included in the above, you do not need to send an email. Simply fill in the return code on the pre-filled returns form included along with your delivered product, and deliver back to the address listed on the form (or below). Please note: to exchange an item, you will have to return the item and order a new one online.
The returned product(s) must be in the original packaging, safety wrapped, undamaged and unworn. This means that the sneaker(s) must be safely packed in a carton box for protection during transport, possibly the same carton used to ship to you as a customer.
Please remember, as a customer you are responsible for the return until we have received and registered it. Make sure, always to save your delivery receipt. It may take up to 14 days for a return to arrive and be handled at our warehouse. For returns, please note that the return shipping will not be reimbursed.
We will refund the price you paid for your item, including sale items back to your original payment method.
The return and refund handling is approximately 3-5 working days after receiving at our warehouse.
If you for any reason have not received a prepaid return label with the order please contact our customer support on the email address mentioned below.
Return adress: Atone ApS Selveje Alle 12 2500 Valby
*Returns will only be handled when it is delivered to the return address stated. Parcels delivered to parcelshops will not be accepted. As customer you are responsible for the return is delivered to the correct address.
What do I do if my purchased product is damaged of defect?
Claims must be notified to Atone ApS within a reasonable time after receipt of the goods. Here, one month is considered a reasonable time, unless otherwise agreed.
Please send an email to support@atonecph.com with an explanation of the problem as well as a picture. We will hereafter advice the next steps
The claim does not apply to errors or damage caused by incorrect operation of the product.
Atone ApS will cover the return costs to a reasonable extent. We do not accept parcels sent as cash on delivery.
Comfort, sizing and care
How does Atone secure comfort in shoes?
Comfort is an essential part for us and it will therefore always be added into our designs. For the Alaiya, Camelia and Mary Jane ballerina a sockliner with extra thick heel and arch support has been added. The sockliner is made in soft EVA and has additional padding in heel area and at arch, which gives the perfect support as well as a soft and bouncy feeling when walking in the shoes.
On our Nora Slingback a soft bouncy foam has been added all the way from heel to the toe to give the same soft and comfy feeling when wearing the shoes.
What size do I need?
Find our size guide at the top of the website
How do I take care of my products?
You can find our care guide at the top of the website
Production and responsibilty
Where are Atone’s products produced?
Every design comes to life in our Copenhagen Head Office and is hereafter produced in factories across Europe.
Our commitment to producing in Europe aligns with our focus on sustainability, reducing CO2 emissions through efficient transportation as well as having a transparent supply chain.
How do you ensure labor conditions?
What is Atone’s sustainability agenda?
We believe in fashion that leaves a lasting impression, not only in style but also in its impact on the planet. From sourcing sustainable and recycled options for materials to embracing ethical production practices, every stitch of our designs reflects our dedication to a greener, more sustainable future – leaving as low carbon footprint as possible
Contact us if you would like more information on how our products are made and how we work at Atone.
How is Atone a more sustainable choice?
We are always sourcing for sustainable and recycled options for materials for our products, such as stock materials or regenerated fabrics. For leathers we only use Leather Working Group certified suppliers and we keep our production in Europe to make sure we have a transparent supply chain and keep the CO2 emission down in regards to transportation options. .
How do you transport the products to Denmark?
About Atone
Who is behind Atone?
Atone was founded in January 2024 by the 3 female founders Lotte Garnry, Rikke Mark Bøgeskov and Mette Engelbrecht.
Why was Atone founded?
What is Atone’s mission?
Atone’s mission is to provide fabulous fashion products that combine sustainability, quality and comfort at a fair price. Atone believes in always making the best environmentally friendly decisions without compromising quality, design or price and offer traceability within our processes and material use. The close cooperation with the suppliers and material vendors in Europe makes this possible.
Privacy
Is my personal information kept private?
When you buy an item and pass on the information yourself on www.atonecph.com, we receive customer data.
As a data controller, we process your personal data securely and confidentially. Your personal data will only be used and stored for the purposes for which they were collected.
