When you place an order, you'll receive an email acknowledging that we've received that order. And once the payment has been processed and your order is ready for shipment, we'll email you again to inform you of this.
In the unlikely event that we encounter a problem when processing your order, you will receive an email from us detailing the problem and possibly requesting further information.
All items are shipped from our workshop in Berlin.
Once shipped, the progress of your order can be monitored on www.dhl.de, using the tracking number we'll have sent you. In our experience with shipping to the USA and Australia, we have found that it can also help to track your order on the domestic postal service websites (e.g. AusPost or USPS) as we've noticed that AusPost and USPS will often make detailed tracking info available on their own sites more quickly than they will share it with DHL. The result is that sometimes it can appear on the DHL tracking that your package has stopped moving, when actually it is still very much in transit.
In general, we will endeavour for you to receive your goods within 2 to 7 days of ordering in Europe, and 5 to 12 days in the Rest of the World. However, it can, on rare occasions, take longer than that (see SHIPPING below).
AtheistBerlin.com is happy to accept cancellations, for any reason, up to the moment your order has been processed for shipping. After that, you cannot cancel your order, but you may return it if you wish. If you have not yet received an email confirming the order has been processed, you may still be able to cancel it.
Please contact Tobin, our customer service boffin, if you wish to cancel an order (hello(at)atheistberlin(dot)com).
DIFFICULTY PLACING AN ORDER?
If you are having trouble placing your order, please contact Tobin at hello(at)atheistberlin(dot)com.
We accept payment by Paypal and with the following credit cards:
All of our payments, including processing of all credit cards, are handled by Paypal and are thus subject to Paypal’s unparalleled security procedures for online transactions. Please note that AtheistBerlin.com does not store credit card details.
DUTIES AND TAXES
Customers in the EU
For customers in the EU, EU VAT is included within the prices you see online. EU customers will not need to pay any Delivery Duties or Customs costs.
Customers in the US
For customers in the US, all import duties are included in the price you see online and you will not receive a duty bill or any other kind of bill from the shipper when your shoes arrive (i.e. all our prices are shown as Delivery Duty Paid (DDP)).
Customers in the Rest of the World
For customers in the Rest of the World, prices for each item are shown as Delivery Duty Unpaid (DDU). This means that import duties are excluded from the prices you see online and it may happen that you have to pay import duties to receive your items. The low cost of our goods mediates against having to pay additional taxes or import charges in most countries, and we have found that customers only rarely get stung with customs charges - e.g. one customer in Norway has ordered 5 times, and only had to pay customs once. All the same, please be aware that it may happen and that it will be beyond our control if it does.
The cost of shipping is included in the listed product price. We ship, with DHL, to everywhere in the world (except for Antarctica and North Korea). All services make deliveries between 9am-5pm Monday to Friday.
If you order more than one item, a shipping discount will come into effect.
SHIPPING TIMES (estimates only):
Delivery within 2-7 days*
Delivery within 5-12 days*
*Shipping times are to be used as a guide only and are based on time from the shipment leaving our warehouse. We use DHL's most premium service and in most cases we succeed in getting shipments to customers within a few days in Europe and within a week or two everywhere else. That said, there are sometimes hold-ups that are beyond our control. In the rare event of that happening, DHL will formally only consider the packing to be "late" after a period of 6 weeks. But we'll start investigating after 24 days and may even get another pair of shoes out to you if it seems warranted.
In most countries you are able to track your shipment from Berlin to delivery. However, we have experienced that tracking in Australia and the USA can take some time to make itself seen and it can appear that the package has stopped moving either at it's export point in Germany or in its first port of entry in the relevant country. This is due to the tracking capabilities of Australia Post and USPS and the degree to which they share this with DHL. It will sometimes be quicker for you to continue you tracking your delivery on the domestic website of the country where you are (e.g. www.usps.com) and we are happy to assist you in tracking your package if you contact us at hello(at)atheistberlin(dot)com.
AtheistBerlin.com cannot take responsibility for any delays to orders due to customs clearance or payment transaction delays.
SHIPPING TO RUSSIA
Please note: Customs authorities in Russia have recently tightened restrictions on import shipments to Russia. As a consequence, non-document shipments sent to private individuals now undergo extraordinary scrutiny leading to an increased number of customs holds and delays in delivery.
SHIPPING TO CHINA
Please note: In January 2011 regulations for importing goods into China changed slightly and this may affect you if you place an order for delivery into China. All importers and exporters in China are now required to register with Customs authorities for a Customs Registration number (CR Number). In order to clear you goods, you may be contacted by the shipper (DHL) and asked to provide this number - if you do not have one, the shipper will assist you in identifying a qualified import/export agent to help you
WHEN WILL I KNOW MY ORDER HAS BEEN SHIPPED?
As soon as you have received your 'Dispatch Confirmation' email from us with your DHL tracking number, you will know it has left our warehouse on this date.
CAN I TRACK MY ORDER?
All orders are shipped using DHL and can be tracked at www.dhl.com sing a DHL tracking number that will be emailed to you when your order leaves the warehouse.
In most countries you are able to track your shipment from Berlin to delivery. However, we have experienced that tracking in Australia and the USA can take some time to make itself seen and it can appear that the package has stopped moving either at it's export point in Germany or in its first port of entry in the relevant country. This is due to the tracking capabilities of Australia Post and USPS and the degree to which they share this with DHL. Typically, the package will suddenly be delivered at which point (rather unhelpfully) all the tracking information will suddenly become available.
Please note, once we have emailed you the tracking number, we recommend you track from this point online as we are not always able to keep up to speed on every order once it has left our warehouse.
CAN I HAVE A DIFFERENT DELIVERY ADDRESS TO MY PAYMENT ADDRESS?
Yes, although we cannot change the delivery address of a parcel once your order has been placed.
DO YOU DELIVER TO PO BOX ADDRESSES?
Sorry but we do not deliver to PO BOX addresses, for security reasons.