Shipping & Returns
Shipping Policy
Our goal is to make your shopping experience simple, safe, and transparent. We carefully prepare, package, and ship every order to help ensure that your products arrive safely at your door.
On this page, you will find important information about order processing, delivery times, product packaging, potential delivery issues, and the information required for successful delivery.
1. Order Processing
Once your payment has been confirmed, your order will be prepared for shipment.
Our team carefully picks, checks, and packages each product before it is shipped.
Processing times may vary depending on product availability, order volume, and periods of high demand.
Important: The delivery timeframe begins once your order has been processed and shipped.
2. Delivery Times
Delivery times may vary depending on several factors, including:
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Delivery address;
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Product availability;
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Shipping method selected;
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Carrier responsible for the delivery.
Estimated delivery times and available shipping options will be displayed during the checkout process.
While we make every effort to meet the estimated delivery times, occasional delays may occur due to external factors such as weather conditions, holidays, periods of high demand, or operational issues with the shipping carrier.
3. Packaging & Product Protection
We understand that our products need to arrive at your home in good condition. That is why every order is carefully prepared and packaged according to the characteristics of the products.
We use appropriate packaging to help protect your items during transportation and reduce the risk of damage.
Our goal is to take care of every order from the moment it is prepared until it arrives at your door.
4. Delivery Issues
If your order is delayed, has an issue, or is marked as delivered but you have not received it, please contact our customer care team.
If your product arrives damaged, we recommend contacting us as soon as possible.
To help us properly assess the situation, we may request:
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Photos of the damaged product;
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Photos of the packaging;
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Order information;
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Any other relevant information needed to investigate the issue.
Once we receive the necessary information, our team will review the situation and work to find the best possible solution.
Email: support@at-home-shop.com
5. Delivery Information
Customers are responsible for providing accurate, complete, and up-to-date delivery information when placing an order.
Before completing your purchase, we recommend carefully checking:
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Recipient's full name;
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Street address;
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House or building number;
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Apartment or unit number, if applicable;
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City;
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State or region;
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ZIP or postal code;
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Any other information required for delivery.
Incorrect or incomplete information may result in delays, unsuccessful delivery attempts, or the return of your order.
If you notice an error in your delivery information after placing your order, please contact us as soon as possible.
6. Our Commitment
At At Home, we believe that a great shopping experience goes beyond the product itself.
That is why we carefully manage every step of the process — from preparation and packaging to shipping — to provide a safe, transparent, and reliable experience for our customers.
Our team is always available to assist you if you have any questions regarding the shipping or delivery of your order.
Contact Us
Email: support@at-home-shop.com
Last Updated: August 13, 2026
Return & Exchange Policy
we want you to feel confident with every purchase you make with us. We understand that, in some situations, you may change your mind about a purchase, be dissatisfied with a product, or receive an item that has an issue.
That is why we have created this Returns, Exchanges & Refund Policy to make the process clear, simple, and transparent.
Our goal is to provide attentive customer service and work toward an appropriate solution for each situation, while respecting applicable consumer rights and regulations.
1. Requesting a Return
If you would like to return a product, please contact our customer care team at:
When contacting us, please provide your order number, the product you would like to return, and, when applicable, the reason for your request.
Our team will review your request and provide you with the necessary instructions to proceed with the return.
Return timeframes and conditions may vary depending on the product purchased, the reason for the return, the delivery location, and the rights applicable to your purchase.
2. Return Conditions
To help us process your return efficiently, we recommend that products be returned in the same condition in which they were received.
Whenever possible, the product should:
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Be in good condition;
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Not show excessive signs of use;
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Include its accessories, when applicable;
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Include manuals or other items originally supplied with the product;
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Be returned in its original packaging, when available.
Returned products may be inspected upon receipt to verify their condition.
Where permitted by applicable rules, the condition of the product at the time of return may be taken into consideration when determining the applicable refund.
3. Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, incomplete, or different from the item you ordered, please contact us as soon as possible.
To help us properly assess the situation, we may request:
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Order number;
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Customer name;
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Description of the issue;
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Photos of the product;
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Photos of the packaging;
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Any other information necessary for our assessment.
Our team will review the case and provide you with the next steps to resolve the issue.
Where applicable, we may offer a replacement, repair, refund, or another appropriate solution.
4. How to Request a Return
The process is simple:
Step 1 — Contact Us
Send an email to:
Step 2 — Provide Your Order Details
Please include:
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Full name;
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Order number;
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Email address used for the purchase;
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Product you wish to return;
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Reason for the return, when applicable.
Step 3 — Wait for Our Instructions
Our team will review your request and provide instructions on how to proceed with the return.
Important: Please do not send any product back before receiving instructions from our customer care team.
5. Return Shipping Costs
Return shipping costs may vary depending on the reason for the return and the conditions applicable to the purchase.
When a return is requested due to personal preference or a change of mind, return shipping costs may be the customer's responsibility where permitted by applicable rules.
When a return is related to a defective, damaged, or incorrect product, or an error made in fulfilling the order, At Home will review the situation and provide the customer with information regarding the applicable costs and return procedures.
6. Refunds
When a return is approved and a refund is applicable, the refund will be processed according to the conditions applicable to the purchase.
Whenever possible, refunds will be issued using the same payment method used for the original order.
The time required for the refunded amount to become available may vary depending on the bank, card issuer, or payment provider used.
At Home does not control processing times established by financial institutions or payment providers.
7. Exchanges
If you would like to exchange a product, please contact our customer care team at:
Our team will check the availability of the requested product and explain the available options.
If a direct exchange is not possible, we may guide you through the return process and, where applicable, issue a refund so that you can place a new order.
8. Products Damaged During Shipping
If your order arrives damaged, we recommend contacting us as soon as possible.
To help us investigate the situation, please keep the original packaging whenever possible and provide photos of:
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The damaged product;
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The outer packaging;
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The inner packaging;
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The damaged area or areas;
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The shipping label.
This information helps us understand what happened and determine the best possible solution.
9. Orders Not Received
If your tracking information indicates that your order has been delivered but you have not received it, please contact our customer care team.
We will investigate the situation and, when necessary, may contact the shipping carrier responsible for the delivery to obtain additional information.
Email: support@at-home-shop.com
10. Returned Product Assessment
Once we receive a returned product, our team may inspect it to verify its condition and confirm whether the applicable return requirements have been met.
The outcome of this assessment may determine the next steps, including a replacement, refund, or another appropriate solution.
Nothing in this policy is intended to limit any legal consumer rights that may apply to your purchase.
11. Our Commitment to You
At At Home, we believe that our commitment to our customers does not end when a purchase is completed.
We strive to provide a safe, transparent, and reliable shopping experience, including whenever a return or exchange is necessary.
Our customer care team is always available to answer your questions, review your requests, and assist you in the best way possible.
Contact Us
At Home
Customer Care: support@at-home-shop.com
We are here to help and want you to feel confident and comfortable with every purchase you make with us.
Last Updated: August 13, 2026