Frequently Asked Questions

Atlantica offers a range of products inspired by Portuguese craftsmanship and coastal heritage, including:

• Home textiles (bed linens, table linens, towels)
• Ceramic tableware and decorative objects
• Cork accessories and home goods
• Handwoven baskets and storage solutions
• Artisanal wooden kitchenware

Each piece is crafted by skilled Portuguese artisans using traditional techniques and sustainable materials.

Yes, all Atlantica products are handcrafted by skilled artisans across Portugal. We work with family-owned workshops and independent craftspeople who use traditional techniques passed down through generations.

This handcrafted nature means that each item may have subtle variations in color, texture, or finish—these are not flaws but rather the distinctive character of artisanal products that make each piece unique.

All Atlantica products are made in Portugal by local artisans and small workshops. Our production is spread across different regions of Portugal, each specializing in their traditional craft:

• Northern Portugal: Textiles and weaving
• Central Portugal: Ceramics and pottery
• Southern Portugal: Cork products and woodworking

We maintain close relationships with all our artisan partners and regularly visit their workshops to ensure quality and ethical production standards.

We prioritize natural, sustainable materials that reflect Portugal's rich natural resources:

• Textiles: Organic Portuguese linen, cotton, and wool
• Ceramics: Locally-sourced clay with natural glazes
• Cork: Sustainably harvested from Portuguese cork oak forests
• Wood: FSC-certified Portuguese olive wood, oak, and pine

We avoid synthetic materials whenever possible and focus on biodegradable, renewable resources that age beautifully and have minimal environmental impact.

Yes, we offer customization and personalization for select products. This includes:

• Monogramming on textiles
• Custom sizing for table linens
• Bespoke color combinations for ceramic collections
• Custom orders for special events or corporate gifts

Custom orders typically require 4-6 weeks for production. Please contact us to discuss your specific requirements and we'll work with our artisans to create something special for you.

Placing an order with Atlantica is simple:

1. Browse our collections and add desired items to your cart
2. Review your cart and proceed to checkout
3. Enter your shipping and billing information
4. Select your preferred payment method
5. Review your order details and submit

You'll receive an order confirmation email immediately after placing your order, and a shipping confirmation with tracking information once your order has been dispatched.

We accept the following payment methods:

• Credit/Debit Cards (Visa, Mastercard, American Express)
• PayPal
• Apple Pay
• Google Pay
• Bank transfer (for orders over €500)

All transactions are secure and encrypted to protect your personal information. We never store your full credit card details on our servers.

You can modify or cancel your order within 24 hours of placing it, provided the order hasn't entered processing yet. To make changes:

1. Log into your account and view your recent orders
2. Select the order you wish to modify
3. Use the "Modify Order" or "Cancel Order" options if available

If these options aren't available, it means your order is already being processed. In this case, please contact our customer service team as soon as possible, and we'll do our best to accommodate your request, though we cannot guarantee changes once processing has begun.

Yes, we offer digital gift cards in denominations from €50 to €500. Our gift cards:

• Are delivered via email to the recipient
• Can include a personalized message
• Are valid for 12 months from the date of purchase
• Can be used for multiple purchases until the balance is depleted

Gift cards can be purchased in the "Gift" section of our website or by contacting our customer service team.

We occasionally offer seasonal promotions and special discounts. The best way to stay informed about our promotions is to:

• Subscribe to our newsletter
• Follow us on social media
• Create an account on our website for personalized offers

We also offer a 10% discount on your first order when you subscribe to our newsletter, and a loyalty program for returning customers that provides benefits based on your purchase history.

Order processing typically takes 1-2 business days. Delivery times depend on your location:

• Portugal: 2-3 business days
• European Union: 3-5 business days
• United Kingdom: 4-6 business days
• United States & Canada: 7-10 business days
• Rest of World: 10-15 business days

Express shipping options are available at checkout for faster delivery. Please note that custom or made-to-order items may require additional production time, which will be noted on the product page.

Shipping costs are calculated based on your location and the weight/size of your order:

• Portugal: €5 (standard) / €9 (express)
• European Union: €12 (standard) / €20 (express)
• United Kingdom: €15 (standard) / €25 (express)
• United States & Canada: €25 (standard) / €40 (express)
• Rest of World: €30 (standard) / €50 (express)

We offer free standard shipping on orders over certain amounts:

• Portugal: Orders over €75
• European Union & UK: Orders over €150
• United States & Canada: Orders over €200
• Rest of World: Orders over €250

Exact shipping costs will be calculated at checkout before you complete your purchase.

Yes, we ship to most countries worldwide. Please note that international orders may be subject to:

• Import duties and taxes, which are the responsibility of the recipient
• Customs clearance delays that are beyond our control
• Longer delivery timeframes depending on the destination

All customs fees, taxes, and duties are the responsibility of the customer and are not included in your order total. These charges vary by country and are collected by the delivery carrier or customs office.

Currently, we are unable to ship to certain regions due to logistical constraints. If you're unsure whether we ship to your location, please contact us before placing your order.

Once your order has shipped, you'll receive a shipping confirmation email containing your tracking information. You can track your package by:

1. Clicking the tracking link in your shipping confirmation email
2. Logging into your Atlantica account and viewing your order status
3. Contacting our customer service team with your order number

Please allow 24-48 hours after receiving your shipping confirmation for tracking information to become active in the carrier's system.

If your package is lost, damaged, or significantly delayed:

1. Check the tracking information to confirm the status
2. Contact us within 7 days of the expected delivery date
3. Provide your order number and photos of damaged items if applicable

We'll work with the shipping carrier to locate your package or process a replacement/refund. For damaged items, please keep the original packaging and damaged items for potential inspection by the shipping carrier.

We accept returns within 30 days of delivery, provided items are unused, unwashed, and in their original packaging. Our policy includes:

• Full refunds to your original payment method
• Free exchanges for different sizes or colors
• Store credit options if you prefer

Return shipping costs are the responsibility of the customer unless the item is defective or was sent incorrectly.

Please note that custom or personalized items cannot be returned unless they are defective. Sale items are eligible for exchange or store credit only.

To return or exchange an item:

1. Log into your account and access the "Returns" section
2. Select the order and items you wish to return
3. Indicate whether you want a refund or exchange
4. Print the return form and prepaid shipping label (for exchanges)
5. Package your items securely in their original packaging
6. Include the return form and attach the shipping label
7. Drop off the package at your local postal service or arrange for pickup

Once we receive your return, we'll process it within 3-5 business days. Refunds typically appear in your account within 7-14 days, depending on your bank or payment provider.

If you receive a defective item:

1. Contact us within 7 days of delivery
2. Include your order number and a detailed description of the defect
3. Attach clear photos showing the issue

For defective items, we'll provide a prepaid return shipping label. Once we receive and inspect the item, we'll offer you the choice of:

• A replacement (if the item is in stock)
• A full refund to your original payment method
• Store credit with an additional 10% value

We take quality seriously and use these reports to improve our products and processes.

Yes, gifts can be returned according to our standard policy:

• Returns must be made within 30 days of delivery
• Items must be unused and in original packaging
• You'll need the order number from the gift receipt

Since you weren't the original purchaser, returns will be processed as store credit rather than a refund to the original payment method. This ensures the gift-giver's payment information remains private.

If you don't have the order number, please contact our customer service team with information about the gift and when it was received, and we'll assist you.

The following items cannot be returned unless they are defective:

• Custom or personalized items (monogrammed products, custom-sized linens)
• Items marked as "Final Sale" on the product page
• Personal care items that have been opened or used
• Products with damaged or missing tags/packaging
• Items showing signs of use or wear

If you're unsure whether an item qualifies for return, please contact us before initiating the return process.

Our linen products are designed to last and improve with age when properly cared for:

• Machine wash in cold or lukewarm water (30°C/85°F max)
• Use mild, eco-friendly detergent free of bleach and optical brighteners
• Avoid fabric softeners, which can break down the fibers
• Line dry when possible, or tumble dry on low heat
• Iron while slightly damp for best results (medium heat setting)
• Store in a cool, dry place away from direct sunlight

Linen naturally softens with each wash. Minor wrinkles are characteristic of linen and part of its natural charm, though you can iron for a crisper appearance.

Our ceramic products are designed for both beauty and functionality:

• Handwash with mild soap and warm water
• Avoid sudden temperature changes that may cause cracking
• Most pieces are dishwasher-safe, but handwashing extends longevity
• Microwave-safe unless specifically noted otherwise
• Avoid metal utensils on glazed surfaces to prevent scratching
• Store stacked with protective material between pieces

Minor variations in glaze and form are characteristic of handmade ceramics and not considered defects. Small marks or irregularities are part of the artisanal production process and make each piece unique.

Cork is naturally antimicrobial and water-resistant, but proper care enhances longevity:

• Wipe clean with a damp cloth and mild soap if needed
• Allow to air dry completely before storing
• Avoid prolonged exposure to direct sunlight
• Keep away from heat sources that could dry out the material
• Apply cork conditioner every 6-12 months for items that see frequent use
• Never immerse fully in water or place in the dishwasher

Cork naturally develops a patina over time, enhancing its character. Minor scratches can often be buffed out with a soft cloth.

Our wooden products are finished with food-safe oils and require minimal maintenance:

• Hand wash only with mild soap and warm water
• Dry immediately with a soft cloth
• Never soak in water or place in the dishwasher
• Apply food-grade mineral oil or our wood balm every 1-3 months
• Remove stains by gently sanding with fine sandpaper and re-oiling
• Avoid extreme temperature changes

Wood is a natural material that responds to its environment. Some expansion, contraction, or slight warping with seasonal changes is normal and not considered a defect.

Yes, we believe in the longevity of our products and offer repair services for most items:

• Textiles: Reweaving, restitching, patching, and hemming
• Ceramics: Kintsugi repair for chips and cracks
• Wood: Refinishing, oiling, and minor structural repairs
• Cork: Resealing and structural repairs

Repair services are available for a nominal fee plus shipping. For items under warranty, repairs for manufacturing defects are provided free of charge.

To arrange a repair, please contact our customer service team with photos of the item and details about the required repair.

Sustainability is a core value at Atlantica. Our practices include:

• Using natural, renewable, and locally-sourced materials
• Working with small-scale producers who follow ethical practices
• Minimizing waste through careful design and production planning
• Using plastic-free, recyclable or biodegradable packaging
• Carbon-neutral shipping for all orders
• Offering repair services to extend product life
• Supporting traditional crafts that have inherently sustainable practices

We continually assess and improve our practices, publishing an annual sustainability report that tracks our progress and sets new goals.

Yes, we prioritize sustainable sourcing for all our materials:

• Textiles: Our linen is made from flax grown without synthetic pesticides, and our cotton is GOTS-certified organic
• Cork: Harvested from cork oak forests that are managed sustainably, where bark is harvested every 9 years without harming the trees
• Wood: All our wood products use FSC-certified timber from responsibly managed forests
• Clay: Sourced from local Portuguese deposits with minimal environmental impact
• Dyes: Plant-based and mineral dyes that avoid toxic chemicals

We work directly with our material suppliers and regularly visit their operations to ensure our standards are being met.

Our commitment to sustainability is verified through various certifications:

• Global Organic Textile Standard (GOTS) for our organic textiles
• Forest Stewardship Council (FSC) certification for wood products
• B Corporation certification for our overall business practices
• OEKO-TEX® Standard 100 for textiles tested for harmful substances
• 1% for the Planet membership, donating 1% of sales to environmental nonprofits

Information about specific certifications is included on product pages and packaging. We're continually working to expand our certifications as part of our commitment to transparency.

We've designed our packaging to minimize environmental impact:

• All packaging is plastic-free
• Shipping boxes are made from recycled cardboard and are fully recyclable
• Protective materials are biodegradable (paper, cornstarch-based cushioning)
• Product wrapping uses unbleached tissue paper and paper tape
• Gift boxes are designed to be reusable for storage
• Shipping labels and documentation use FSC-certified paper

We continuously research and test new sustainable packaging solutions to further reduce our environmental footprint.

Yes, we operate a circular economy program for our products:

• End-of-life take-back for all Atlantica products, regardless of condition
• Repair service to extend product life (fee-based for non-warranty repairs)
• Upcycling program that transforms damaged textiles into new products
• Ceramic recycling through partnerships with local artisans
• 10% discount on new purchases when you return an old Atlantica item

To participate in our take-back program, please contact us for a prepaid shipping label and instructions. We'll ensure your products are responsibly repaired, reused, or recycled.