FAQ

Find clear answers to common questions about AtaNova personalised gifts, orders, Design Proofs, production, delivery, returns and custom projects.

If you need help with a specific order, contact us at info@atanova.be.

1. How does ordering a personalised product work?

Choose a product, select the available options and enter the requested personalisation details on the product page. Depending on the product, this may include a name, date, message, photo or other information.

For an overview of the full process, see How It Works.

2. How long do production and delivery take?

Many AtaNova products are personalised or made to order, so they may require preparation or production time before dispatch. Any processing or production estimate shown on the product page, at checkout or in your order confirmation is separate from the estimated delivery time.

After dispatch, delivery to supported European Union destinations usually takes 3–5 business days. This is an estimate, not a guaranteed delivery date. For full details, see our Shipping Policy.

3. Where do you ship, and will I receive tracking?

We currently ship to supported destinations within the European Union. The destinations available for your order are shown at checkout.

When tracking is available, you will normally receive a shipping confirmation email, a tracking number and a link to follow your parcel after dispatch. Carrier updates may take some time to become active.

4. Can I personalise my product?

Yes. Personalisation is at the heart of AtaNova. Depending on the product, you can add a photo, name, date, message or other requested information using the options shown on the product page.

Please check all names, dates, spelling and other details carefully before submitting your order.

5. What kind of photo should I upload?

Clear, well-lit photos generally give the best result. Smartphone photos are usually suitable when the subject is sharp and clearly visible. Avoid images that are very dark, blurry, heavily filtered or extremely low-resolution.

If you are unsure whether an image is suitable, contact us before production and we can review it.

6. Will I receive a Design Proof before production?

For products that use our Design Proof workflow, we send a digital Design Proof by email before production. You can approve it or request a reasonable small adjustment before production begins.

Please check all details carefully. Production for these products starts after approval, so a delayed response may affect the timing of your order.

7. Can I change or cancel my order?

Contact us as soon as possible. If production has not started, we will check whether the requested change or cancellation can still be made. Once personalised production has begun, changes or cancellation may no longer be possible.

Use our Contact page or email info@atanova.be.

8. What should I do if my order arrives damaged or incorrect?

Take clear photographs of the product, the outer packaging, the shipping label and any internal protective packaging. Contact us as soon as reasonably possible so we can review the issue and offer an appropriate solution.

This does not limit any statutory rights you may have. See our Refund Policy for full details.

9. What if tracking says “delivered” but I cannot find my parcel?

Check around the delivery location, any designated safe place, household members, neighbours and your local collection point. Also review any carrier notice or tracking update.

If the parcel is still missing, contact us so we can investigate the delivery with the carrier.

10. Do you accept returns or exchanges?

Personalised or made-to-order products are created specifically for you and are generally not eligible for a standard change-of-mind return. This does not affect your rights if an item arrives damaged, is made incorrectly or does not match what was agreed.

Eligible non-personalised items may be returned under the conditions in our Refund Policy.

11. Which payment methods can I use, and do you offer gift cards?

The payment methods currently available to you are shown securely at checkout and may depend on your location and Shopify checkout configuration.

AtaNova Gift Cards are available from our Gift Card page and can be applied at checkout in accordance with the terms shown there.

12. Do you offer custom, bulk or corporate orders?

Yes. We welcome enquiries for weddings, events, business gifts, larger quantities and other bespoke ideas. Visit our Custom Projects & Bespoke Orders page and send us the details of your project.

13. How can I contact AtaNova?

Use our Contact page or email info@atanova.be. Include your order number when your question concerns an existing order.