FREQUENTLY ASKED QUESTIONS
DELIVERY
What countries do you deliver to?
We ship to the following countries:
Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland (excluding Åland Islands), France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
Shipping costs vary depending on the delivery destination. Available shipping options and their respective costs will be displayed at checkout. You can view our full shipping policy here.
What are the shipping costs?
Shipping costs vary depending on your location and chosen carrier and will be displayed at checkout.
We offer free shipping with DHL on orders with a minimum order value of 3000 SEK (Sweden) or 300 EUR (all other countries).
For more information, please view our full shipping policy here.
Can I track my order?
Yes, of course! Once your package leaves our warehouse, you'll receive a shipping confirmation email with a tracking link.
If the tracking link doesn’t work immediately, don’t worry—it may only become active once your order is in transit.
What shipping options are available?
Delivery options depend on your location. If you’re in Sweden, you can choose between Schenker and DHL, while orders to other countries are shipped with DHL. You’ll see all the available options at checkout.
We’re working on finding more delivery options to add in the future!
What happens if I don't collect my package?
Packages are held at the pickup point for different lengths of time, depending on the carrier’s policies. It’s important that you collect your package before it gets sent back to us. If you don’t receive a delivery notification after we’ve let you know your package has been shipped, please reach out to us or the carrier for more information.
If we receive an unclaimed package, we’ll issue a refund, but a return fee of 150 SEK (for Sweden) or 25 EUR (for other countries) will be deducted. We’ll send you an email to let you know when we’ve received the package back and when your refund, minus the return fee, has been processed. Any shipping fees paid for the original order are non-refundable.
How long will it take for my order to be delivered?
Depending on where you live the delivery time will differ. When your order has been shipped you will receive a shipping confirmation email including tracking information, please use this information to follow your delivery.
PAYMENT
What payment options are available for my order?
We offer a wide range of payment options to make your shopping experience as smooth as possible. The available methods vary depending on your location, but standard options like card payments and Google Pay are always available.
For our customers in Austria, Finland, Germany, the Netherlands, Denmark and Sweden, we offer additional flexible payment options with Klarna, including invoice and installment payments.
At checkout, you will see exactly which payment methods are available to you, so you can choose the one that suits you best.
ORDER
Why have I not received an order confirmation?
The order confirmation is sent to the email address provided at checkout. It may take up to an hour for the confirmation to arrive. Please check your spam or junk folder to ensure it hasn’t been filtered there. If you’ve provided the correct email address, checked your spam folder, and still haven’t received the confirmation after an hour, please contact us so we can confirm your purchase.
Contact us at info@atwonna.com
Can I change or cancel my order?
If your order has not been shipped yet, we may be able to cancel it. However, changes to products or sizes in an existing order are not possible. Please email us as soon as possible, and we’ll do our best to assist.
Contact us at info@atwonna.com
Is it possible to update contact details or the shipping address after placing my order?
If your order has not been shipped yet, we may be able to update the address and contact information. Please email us as soon as possible, and we’ll assist you further.
Contact us at info@atwonna.com
RETURNS, EXCHANGES & FAULTY ITEMS
I want to make a return; how do I do that?
We have a 14-day return policy for all purchases made through atwonna.com. This means you have 14 days from the date you receive your item to request a return. To be eligible for a return the item must be unused, in its original packaging, and in the same condition as when it was received. If you try on items while wearing makeup, perfume, or other body products, please take extra care to avoid any damage. Items that show signs of use, stains, altered scents, or missing tags will not be accepted for return.
Please note that returns are not free of charge. A return fee of 100 SEK (for Sweden) / 20 EUR (for all other countries) will be deducted from your refund once the return has been processed.
Any shipping fees paid for the original order are non-refundable in the event of a return.
HOW TO RETURN:
1. CONTACT US: To initiate a return, email us at info@atwonna.com with your order number and the item you wish to return. Returns without prior written notice will not be accepted. You have 14 days from the date you receive your order to request a return. Please ensure you contact us before this 14-day window expires.
2. RETURN LABLE: Once we receive your email, we'll send you a return label. Use this label to send back your item. Please ensure the item is packed securely to prevent any damage during transport.
3. REFUND PROCESS: When we receive your returned item, we will inspect it to ensure it meets our return criteria. Once the review is complete, we will notify you if your refund has been approved. If approved, your refund will be issued to your original payment method within 7 days of approval. Note that a return fee of 100 SEK (for Sweden) / 20 EUR (for all other countries) will be deducted from your refund. Please note that it may take additional time for your bank or credit card company to process and post the refund.
How do I exchange an item?
For an exchange, please follow the standard return process. Once your return is processed, feel free to place a new order on our website for the item you want instead.
I received a faulty product, what should I do?
We apologize for the inconvenience. Please email us with pictures clearly showing the defect, and we will assist you further.
Contact us at info@atwonna.com
My package was damaged in transit, what should I do?
If your package is damaged, do not accept the delivery and/or report the damage at your pickup point. If you have already received the damaged package, send us an email with pictures and we will assist you further.
Contact us at info@atwonna.com
When will I receive my refund after returning a product and what is the process?
Once we receive and process your returned product, we will issue your refund to the original payment method. All returned items are subject to a quality check before a refund is approved. We’ll notify you via email once the return and refund are completed. Please note that returns are not free of charge. A return fee of 100 SEK (for Sweden) / 20 EUR (for all other countries) will be deducted from your refund.
Do you provide a refund for the shipping cost?
No, we do not offer refunds for shipping costs. The fee charged at checkout covers shipping and handling costs and is non-refundable.
PRE-LOVED, UPCYCLING & RECYCLING
What is the condition of your Pre-loved products?
Pre-loved items are products that have been previously owned and may show signs of wear. We strive to provide you with an accurate representation of their condition through detailed product photos and descriptions. However, please keep in mind that these items are not brand new. Their unique history is part of their charm!
If you have any questions about a specific item, feel free to reach out to us—we’re happy to help. If you have questions you can contact us at info@atwonna.com
Will I get paid for sending back an unwanted item purchased from you to be resold, upcycled or recycled?
No, we do not provide compensation for old AT WONNA items sent back for resale or recycling. However, we cover the shipping costs for returning old products, so you won’t incur any additional charges.
I have an old AT WONNA product that I want to send back for resale, upcycling or recycling. What should I do?
We’re thrilled to hear this! Please send us an email to start the return process.
Contact us at info@atwonna.com
Do you accept products from other brands for Pre-loved sale, upcycling or recycling?
If you have an item from another brand that you would like us to sell through our Pre-loved section, please email us, and we will evaluate if it’s a good fit for us. Please note that we do not offer any economical compensation. We currently do not accept items from other brands for upcycling or recycling.
Contact us at info@atwonna.com
SUSTAINABILITY
Sustainability is a complex topic, and in this FAQ, we aim to provide objective information from credible sources. The facts, statements, and data included in the sustainability section are gathered from the sources cited in each response. We encourage you to explore these references for further details and seek additional sources to gain a broader perspective.
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What is sustainable fashion and sustainable clothes?
Oxfam: “Sustainable fashion is a term for items of clothing made taking the human and environmental impacts of production into account to support a more just supply chain. It can also include items that are sold second hand to extend their life.”
United Nations Environment Programme: “A sustainable textile industry is one that is resource-efficient and renewable resources-based, producing non-toxic, high quality and affordable clothing services and products, while providing safe and secure livelihoods.”
Is it sustainable to buy second hand or pre-loved clothes?
EuRIC: “A new life-cycle assessment (LCA) commissioned by the European textile reuse and recycling industry has confirmed the significant CO2 and water savings of reusing textiles compared to producing new clothing. The environmental impact of reusing textiles is 70 times lower, even when accounting for global exports for reuse including transport emissions.
More specifically, the study revealed that a massive 3kg of CO2 is saved for each high/medium-quality clothing that is reused. While only a mere 0.01% of the water used to produce new clothing is required for reuse.”
Fashinnovation: “While thrifting is indeed a sustainable fashion trend and benefits the environment by reducing the carbon footprint, promoting thrifting as the solution for sustainable fashion has allowed fast-fashion consumption habits to transfer to second-hand clothing. Thrifting now provides an ethical way for people to interact with fashion. However, this encourages a glorification of consumption. Now, everyone can feel morally obligated to buy more clothes with the money they were already spending on fast fashion and simply re-donate the clothes they don’t need anymore. This turnover cycle causes problems similar to those we encounter in fast fashion. As stores receive a surplus of donations from shoppers, they are forced to throw away or sell most of their donations to landfills or to other countries. Only 10-20% of donated clothes find their way to the commercial floor.”
What environmental impact does the fashion industry have?
European Parliament: “Textile production is estimated to be responsible for about 20% of global clean water pollution from dyeing and finishing products.”
“The fashion industry is estimated to be responsible for 10% of global carbon emissions – more than international flights and maritime shipping combined.”
“Less than half of used clothes are collected for reuse or recycling, and only 1% of used clothes are recycled into new clothes, since technologies that would enable clothes to be recycled into virgin fibers are only now starting to emerge.”
“On average Europeans use nearly 26 kilos of textiles and discard about 11 kilos of them every year. Used clothes can be exported outside the EU, but are mostly (87%) incinerated or landfilled.”
What is fast fashion and why is it bad?
McKinsey & Company: “Fast fashion retailers move, well, faster than their traditional counterparts. This means that they compress production cycles and turn out up-to-the-minute designs, enabling shoppers to not only expand their wardrobes but also refresh them quickly—and cheaply.”
”For all the growth it generates, the fast fashion industry is also responsible for considerable waste. Fast fashion consumers are quick to throw clothes away: some estimates suggest that consumers treat the lowest-priced garments as nearly disposable, discarding them after only seven wears. For every five garments produced, the equivalent of three end up in a landfill or are incinerated each year. And total greenhouse gas emissions from textiles production clock in at 1.2 billion tons a year—that’s more emissions than those emitted by all international flights and maritime ships combined. Reports also indicate that some clothing factory workers are underpaid and exposed to unsafe workplace conditions.”
What is circular fashion?
The Ellen MacArthur Foundation: “A circular economy for fashion creates better products and services for customers, contributes to a resilient and thriving fashion industry, and regenerates the environment. It prioritises the rights and equity of everyone involved in the fashion industry, and will create new opportunities for growth that are distributed, diverse, and inclusive.”
“Our (The Ellen MacArthur Foundation) vision of a circular economy for fashion means building an industry that designs products to be:
- Used more
- Made to be made again
- Made from safe and recycled or renewable inputs”
What is greenwashing?
United Nations: ”Greenwashing presents a significant obstacle to tackling climate change. By misleading the public to believe that a company or other entity is doing more to protect the environment than it is, greenwashing promotes false solutions to the climate crisis that distract from and delay concrete and credible action.”
”Greenwashing manifests itself in several ways – some more obvious than others. Tactics include:
- Claiming to be on track to reduce a company’s polluting emissions to net zero when no credible plan is actually in place.
- Being purposely vague or non-specific about a company’s operations or materials used.
- Applying intentionally misleading labels such as “green” or “eco-friendly,” which do not have standard definitions and can be easily misinterpreted.
- Implying that a minor improvement has a major impact or promoting a product that meets the minimum regulatory requirements as if it is significantly better than the standard.
- Emphasizing a single environmental attribute while ignoring other impacts.
- Claiming to avoid illegal or non-standard practices that are irrelevant to a product.
- Communicating the sustainability attributes of a product in isolation of brand activities (and vice versa) – e.g. a garment made from recycled materials that is produced in a high-emitting factory that pollutes the air and nearby waterways.”
What about the garment workers, do they earn living wages?
Fashion Checker, (a campaign by the Clean Clothes Campaign, funded by the European Union): “93% of surveyed brands aren´t paying garment workers a living wage.”
“The majority of garment workers are unable to afford life's basic necessities. Fair pay for labour is a fundamental human right, but none of the biggest fashion brands pay garment workers a wage they can live on.”
“A living wage, recognized by the UN as a human right, is a wage that is sufficient to afford a decent standard of living for a worker and their family. It should be earned in a standard work-week of no more than 48 hours, and must include enough to pay for food, water, housing, education, health care, transportation, clothing and some discretionary earnings, including savings for unexpected events.”
“80% of garment workers are women. They are routinely paid less than their male counterparts. Gender inequality is deeply rooted in the industry's power imbalance, and gendered pay has a direct link to verbal, physical and sexual assault.”
Oxfam: ”Gender and economic inequality are prevalent throughout the fashion value chain.
While some fashion brands are making strides to improve conditions, many have workers in their supply chains who are paid below a living wage based in countries where workers don’t have adequate access to join unions, paid leave and other employment rights.
Workers are often women and, in some cases, children. This exacerbates inequality and keeps people trapped in poverty. The increasing demand for fashion leads to inhumane working conditions for millions of garment workers, including low wages and unsafe workplaces.
The industry's focus on cheap and trendy clothing often ignores their hard work, and global fashion brands prioritise profits over worker wellbeing.”
What is slow fashion?
Oxfam: “Slow fashion is the opposite of fast fashion. It takes an ethical and sustainable approach to producing clothes. The slow fashion movement is a direct response to the harmful impact of fast fashion on the environment and garment workers. It advocates for making fashion choices that are kinder to people and planet.”
“The slow fashion movement started as a response to the fast fashion industry. Fast fashion refers to the rapid and low-cost production of trendy clothing from mass-market retailers. It targets consumers who seek the latest fashion trends. But is extremely harmful to the environment. According to the UN Environment Programme, the pollution, waste, and emissions of fast fashion are fuelling the triple planetary crisis – climate, nature, and pollution. The slow fashion movement encourages people to consider their clothing purchases and the impact they have on the world. The movement has grown in popularity in recent years, with many people choosing to buy second hand and support independent designers and brands that are committed to sustainability and ethical practices.”
Where can I find more information regarding sustainability in the fashion industry, fast fashion and other related topics?
We encourage you to delve deeper into the diverse aspects of the fashion industry.
Please note that it is important to critically evaluate information and seek out reliable sources. Below are some trusted sources that can provide valuable insights:
sustainability is our future