FAQS

If you have a question for us, there’s a chance you might find the answer here waiting for you...

General FAQs

WHERE CAN I PURCHASE ATOMIC PRODUCTS?
You can get Atomic products at any of these great retailers. Or you can buy direct from us at atomic.com.

I’VE JUST BOUGHT AN ATOMIC PRODUCT. HOW CAN I BE SURE IT’S THE REAL THING?
If you bought your item from an approved retailer or from atomic.com, it is a genuine product and will be covered by the Atomic warranty.

I AM A SKIING INSTRUCTOR/SKI CLUB OFFICIAL/TRAINER. AM I ENTITLED TO ANY PRODUCT DISCOUNTS?
There’s a chance you could be. Please get in touch with our customer service through the form. They will forward your request to the relevant country and get in touch to let you know.

I WANT TO HAVE BOOTS MEMORY FITTED. HOW AND WHERE CAN I GET THIS DONE?
You’ll find a dealer offering Memory Fit using our dealer locator. With Memory Fit you can personalize your boot to your foot. There’s a video on atomic.com that explains more.

CAN I CONTACT ATOMIC IF I HAVE A QUESTION?
Of course. If you don’t see your question here, please get in touch with us using the contact form.

PRODUCT FAQS

WHAT PRODUCTS CAN I BUY AT ATOMIC.COM?
Apart from a few seasonal and regional exceptions, you’ll find the whole Atomic range available on our site.

HOW CAN I GET REPLACEMENT PARTS FOR PRODUCTS I BOUGHT AT ATOMIC.COM?
To obtain replacement parts for Atomic products, please get in touch with customer services using our contact form.

ORDER FAQS

WHAT’S THE SMALLEST ORDER I’M ALLOWED TO MAKE ON ATOMIC.COM?
There’s no minimum order value.

HOW CAN I BUY PRODUCTS AT ATOMIC.COM?
It’s easy, and the same as any online store, really: choose your products in the right length or size and click on ‘Shopping Cart’ to continue with the checkout. A pop-up window will open where you need to enter your billing and delivery address. Then choose your payment method, check all the information is right, click ‘buy now’ and shortly afterwards you’ll receive an order confirmation by email.

CAN I CHECK THE STATUS OF MY ORDER?
Yes. It’s easy on atomic.com. Sign in to your account and go to ‘My Orders’. There you’ll be able to check on the progress of your payment and delivery of your items.

PAYMENT FAQS

WHAT PAYMENT METHODS CAN I USE ON ATOMIC.COM?
You can pay by credit card (Visa, MasterCard), PayPal or by bank transfer. It’s worth remembering that your bank may apply additional fees for bank transfers.

WHEN WILL MY CARD BE CHARGED?
A pre-authorization may be made on your credit card to make sure there are sufficient funds to fulfill the order. But the total order value will only be charged to your card when your order is shipped.

HOW CAN I BE SURE THAT PAYMENTS ON ATOMIC.COM ARE SAFE?
Our payment service is provided by Ogone, and fully secure.

CAN I CONTACT ATOMIC IF I HAVE A QUESTION?
Of course. If you can’t see your answer here, please get in touch with us via the contact form.

DELIVERY FAQS

WHERE WILL MY ORDER COME FROM?
All Atomic goods are sent from our logistics hub in Belgium.

HOW WILL MY ORDER BE DELIVERED?
UPS (TNT in Switzerland) is currently our delivery partner for both standard and express deliveries.

WHAT ARE THE DELIVERY COSTS?*
Standard delivery is free of charge for all orders on www.atomic.com. Please note there are special delivery conditions for Switzerland. Delivery for all orders from 200.00 CHF is free of charge. For orders under 200.00 CHF the delivery costs are 12.00 CHF.

To get your order as quickly as possible, please choose our 24-hour express delivery option. The costs depend on the country and will be shown in the shopping cart during check out. If you have any questions please contact our customer service.

CAN I HAVE MY ORDER SENT TO ANOTHER PERSON OR TO AN ADDRESS OTHER THAN MY BILLING ADDRESS?
Yes, your order can be sent to any person and address you give in the delivery address field. You can link multiple addresses with your account, and your delivery and billing addresses can be different.

CAN I CHANGE MY DELIVERY ADDRESS AFTER SUBMITTING MY ORDER?
We aim to deliver your products as quickly as possible. The processes in place to do this mean it’s not possible to make changes after your order has been placed, sorry.

WHAT REGIONS DO YOU DELIVER TO, AND WHAT ARE THE DELIVERY TIMES?
Here’s where we deliver:
You can choose between Standard and 24-hour express Delivery:

For products available in 1-3 days: All orders placed before 3pm will be delivered free of charge within 3 working days by UPS.

For products available in 6-8 days: All orders placed before 3pm will be delivered free of charge within 8 working days by UPS.

If your order includes products available from both delivery times, your whole order will be sent within 8 days.

24-HOUR EXPRESS DELIVERY:
If you would like to receive your delivery faster, you can also choose express delivery at the checkout before confirming your order. All orders placed before 3pm will be delivered by UPS the following day (within 24 hours).

CAN I HAVE MY ORDER DELIVERED TO A PICK-UP POINT?
At the moment we deliver to addresses only, sorry.

HOW CAN I CHECK THAT MY ORDER HAS BEEN SHIPPED?
When your order leaves our warehouse, we’ll email you straight away. You can also track your order by logging into your account at atomic.com.

HOW DO I USE THE TRACKING NUMBER?
It’s easy to check on the progress of your order. Take the tracking number which we’ll send you in a separate e-mail and track your delivery on the delivery service’s website.

WHAT HAPPENS IF I AM OUT WHEN MY DELIVERY ARRIVES?
If you are out when the delivery service calls, they will leave a delivery card for you. You can then contact them to arrange a redelivery time.

EXCHANGE, DISCLAIMER AND RETURN FAQS

CAN I EXCHANGE THE PRODUCT I BOUGHT FROM ATOMIC.COM?
If you’re not satisfied with your purchase you can return the item/s by post within 14 days of delivery. Products need to be unwashed, unworn and in the original packaging. The only things that are non-returnable are customized products and skis with binding.

Your return will be processed more quickly if you...

  • Fill out the returns form as fully and accurately as possible. Download one here if you no longer have it.
  • Pack up your product carefully using the original packaging if possible. Remember to seal and label it.
  • Return the parcel to our warehouse by post, to this address: PFS Web / Atomic, Rue de l’aéropostale 1 (S2), 4460 Grâce-Hollogne, Belgium. We will inform you when we have received it. (Please make sure you use the right address, as until the parcel arrives with us it is your responsibility.)

FOR RETURNS UNDER THE WITHDRAWAL PERIOD, WHO PAYS THE SHIPPING COSTS?
If you are returning goods because the product is damaged, or if you receive a product that’s not the one you ordered, We’ll pay your shipping costs. If this is the case for you, please contact our customer services team using the contact form.

For anything else, we’ll reimburse the cost of your items but not the return shipping costs. The items must be returned within the stated period, and must be intact and complete. They must be unwashed, unworn, in their original packaging and in good condition.

Worn or used goods are excluded from the return and exchange policy.

WARRANTY FAQS

WHAT ARE THE TERMS OF WARRANTY ON ATOMIC PRODUCTS?
You can read our warranty policy here at atomic.com.

WHAT SHOULD I DO IF THE PRODUCT IS DAMAGED WHEN I RECEIVE IT?
If you receive a damaged product from atomic.com, please get in contact with our customer services. The team there will advise you and may ask for a photo of the defect to help solve the problem.

If the defect is under warranty, a customer service representative will organize a free pick-up service. If this happens please fill in the returns form and add it to the parcel.

After the parcel has arrived in our warehouse and been checked, you will receive a full refund.

If you want a replacement for your product, please order it again from atomic.com.

I BOUGHT MY PRODUCT AT ATOMIC.COM, HOW DO I RETURN IT TO AFTER-SALES SERVICE?
You can find out how in our Exchange, Disclaimer and Return FAQs section above.

CAN I CONTACT ATOMIC IF I HAVE A QUESTION?
Yes of course. If you can’t see your answer here, please get in touch with us via the contact form.