Atolio Vegas Opiniões 58

Resposta da Atolio Vegas

19/04/2026

Hi Seth,

we’re very sorry for your experience and understand how frustrating this must have been.

We want to clarify that we do not intend for our customers to pay any unexpected fees. All orders are sent with duties and taxes covered on our side. However, due to recent changes and stricter handling by U.S. customs, there have unfortunately been rare cases, especially for lower-value shipments, where carriers like UPS still request import fees upon delivery.

This mainly affects some orders below $70, even though we already cover these costs internally and do not make profit on such shipments. We continue fulfilling these orders to ensure our customers still receive their products without cancellations.

As our team has already communicated, if you have a payment receipt from UPS, please send it to us and we will cover 100% of the customs fees you were charged. If the receipt is not available, we have still offered to support you with a partial reimbursement.

Orders above $70 are typically shipped via DHL and have not been affected by this issue.

We completely understand your concern and agree that this should not happen. That’s exactly why we are actively working on improving our logistics and are preparing a U.S. warehouse so future orders can be delivered domestically without any such complications.

Please contact us directly at support@atoliovegas.de
so we can resolve this for you as quickly as possible.

Atolio Vegas Team

Resposta da Atolio Vegas

19/04/2026

Hey Truett,

thank you for your feedback, and we’re genuinely sorry for the experience you had.

Regarding the shipping time, you’re absolutely right to expect clear and reliable timelines. Our usual processing time is around 24 hours. However, during periods with high order volume, it can occasionally happen that some orders are not dispatched as quickly as intended. This is something we are actively improving, and we are currently expanding our team to ensure faster and more consistent handling.

We also want to share that we are preparing a warehouse in the United States, so that in the near future, our US customers will receive their orders directly from within the US, significantly reducing delivery times.

As for the import fees, we want to clarify something very important: all of our shipments are sent with duties and taxes already covered. Our customers should not be asked to pay any additional fees.

If UPS contacted you requesting any charges, this is not intended and should not happen. In such cases, we kindly ask you to contact us directly right away, we will immediately step in, resolve the issue with the carrier, and cover any costs. We do not want our customers to face unexpected fees under any circumstances.

We understand how frustrating this situation must have been, especially without clear communication, and we truly take your feedback seriously.

Please reach out to us at support@atoliovegas.de
so we can personally review your case and make this right for you.

Thank you again for bringing this to our attention.

Atolio Vegas Team

Resposta da Atolio Vegas

4/04/2026

Hey Bekim,

we’re really sorry that your order is taking this long, this is definitely not the experience we aim to provide, and it doesn’t happen often.

We also truly appreciate that this is already your third order with us. Your support means a lot to us, and that’s exactly why we take situations like this very seriously.

I’ve checked your tracking, and according to the latest update, your package is already with USPS and currently in transit to you. So it is still moving and should reach you soon.

Our team has also already reached out to you via email regarding this situation so we can assist you further and make sure everything gets resolved smoothly.

We’re actively working on improving shipping times for our US customers and are planning to have a warehouse in the United States soon, so future orders can arrive much faster.

If you have any concerns at all, especially regarding this order, please don’t hesitate to contact us directly at support@atoliovegas.de. We’ll personally take care of it for you.

Thank you again for your patience.

Atolio Vegas Team

Resposta da Atolio Vegas

20/03/2026

Hey Adeline,

thank you very much for your kind feedback, we’re truly happy to hear that you are satisfied with the quality.

Your support means a lot to us, and we look forward to welcoming you again soon.

Atolio Vegas Support Team

Resposta da Atolio Vegas

20/03/2026

Hey Lulian,

thank you very much for your kind words regarding the watch, we truly appreciate your feedback and are glad to hear that you are satisfied with the product itself.

We have recently reviewed your order details again and would like to sincerely apologize for the longer delivery time. Your shipment took approximately 9 business days, which is above our usual standard. Normally, our deliveries within Europe arrive within 4–5 business days.

According to the tracking feedback from DHL, there were multiple failed delivery attempts, which unfortunately extended the overall delivery time. This can happen if the recipient is not available at the time of delivery, and each reattempt may add additional delay.

That said, we fully understand your experience and take your feedback seriously. We are currently working on expanding our logistics network, including establishing local warehouses across Europe, to ensure significantly faster and smoother deliveries in the near future.

Thank you again for your honest review and your trust in us.

Atolio Vegas Support Team

Resposta da Atolio Vegas

Actualizada a 14/01/2026

Hey Jose,

Thank you for your feedback, and we’re sorry to hear about your frustration.

Your order was placed on December 23, during a period with several international holidays that significantly affected shipping operations. Between December 24–26 and December 31–January 1, logistics and customs processing were limited or paused, which extended delivery timelines beyond the usual expectations.

Under normal circumstances, shipping to Mexico takes approximately 6–7 business days. The delay in this case was caused by the combination of holiday closures and seasonal peak volume, which also impacted the level of detail available in tracking updates.

To improve delivery speed going forward, we are expanding our logistics network, with future shipments routed through the United States, allowing for faster and more consistent delivery to Mexico.

We appreciate your patience and thank you for your understanding.

Atolio Vegas Support Team

Resposta da Atolio Vegas

Actualizada a 30/12/2025

Hey Boyer,

thank you for your feedback and for your understanding.

We sincerely apologize for this inconvenience. Due to the very high order volume during the Black Friday and holiday period, some items sold out extremely quickly. In rare cases like this, when multiple orders are placed within a short time frame, there can be a brief system delay of a few minutes before the product is automatically marked as sold out once the quantity reaches zero.

We informed you that the necklace would be available again within 3–4 weeks and offered to ship it as soon as it was restocked. However, as per your preference, a full refund was processed promptly.

We appreciate your positive note regarding our customer service and thank you for your understanding.

Atolio Vegas Support Team

Resposta da Atolio Vegas

30/12/2025

Hey Nashid,

Thank you for taking the time to share your feedback. We’re sorry for any frustration this experience may have caused and would like to clarify a few points.

An order confirmation email is sent automatically within minutes after payment is completed. In some cases, this message may be filtered into spam or promotions folders, depending on the email provider. We understand how important clear communication is and regret any inconvenience this may have caused.

During peak periods such as Black Friday and the Christmas holidays, response times can be slightly longer, as our support team operates on business days. That said, our team did respond to your inquiry and has also reached out again via email to ensure everything is clear.

We’re pleased to confirm that your order was successfully delivered on December 17, and we sincerely hope you are satisfied with the watch itself. If you wish, we would truly appreciate a review based on your experience with the product, as your feedback is very important to us.

Looking ahead, we are expanding our support team and logistics operations across Europe and internationally, with the goal of offering faster responses and extended support availability going forward.

Thank you for your understanding.

Atolio Vegas Support Team

Resposta da Atolio Vegas

25/12/2025

Hey Georgina,

Thank you very much for your kind words and for taking the time to share your experience.

We’re delighted to hear that your partner is happy with his watch. While we’re sorry that an issue occurred, we truly appreciate your understanding and are glad our customer service team was able to resolve the matter to your satisfaction. Standing behind our products and taking care of our customers is something we take very seriously.

Your recommendation means a great deal to us. Thank you for choosing Atolio Vegas and for your trust.

Atolio Vegas Support Team

Resposta da Atolio Vegas

25/12/2025

Hey Diana,

We’re very sorry to hear that you’re disappointed, and we truly understand how concerning it can be when an order has not yet arrived.

Your order was placed on December 13 and was handed over to DHL shortly after. According to the tracking information, the shipment has already left Germany and is currently in transit to the United States, where it will be transferred to the local delivery network for final delivery.

While our usual delivery time to the U.S. is 5–6 business days, the high volume of international shipments during December has unfortunately caused delays across multiple carriers. This seasonal congestion is affecting many shipments, even after they have been dispatched on time.

Please be assured that your order is moving through the network and has not been lost. Our team is actively monitoring the shipment, and we have also contacted DHL to ensure there are no outstanding issues causing unnecessary delays. We have sent you an update via email as well, and we remain available to assist you until your order is successfully delivered.

We appreciate your patience and sincerely thank you for your understanding.

Atolio Vegas Support Team

Resposta da Atolio Vegas

25/12/2025

Hey Marilyn,

Thank you for your review, and we sincerely apologize for the inconvenience caused by the delivery delay.

We understand your frustration, and we want to clarify that your order has been successfully shipped and has already arrived in the United States. According to the latest tracking updates, the shipment is currently at the local package center after completing the customs clearance process. All customs fees were prepaid by us prior to shipment, so no action is required on your end.

Under normal circumstances, delivery to the United States takes 5–6 business days. However, due to the exceptionally high shipping volume during November and December, carriers such as DHL and USPS are experiencing seasonal delays that are unfortunately outside of our direct control.

That said, we have already contacted DHL to request a priority review of your shipment to ensure it moves through the final delivery stage as quickly as possible. Our support team has also reached out to you via email to provide updates and assistance.

To further improve our service, we are opening an additional U.S. warehouse in early January, which will allow for significantly faster delivery times for our U.S. customers going forward.

We truly appreciate your patience and thank you for your understanding.

Atolio Vegas Support Team

Resposta da Atolio Vegas

25/12/2025

Hey Liz Daniela,

Thank you for your feedback, and we are truly sorry to hear about the delay with your order.

We understand how frustrating it is to wait longer than expected, especially when you are looking forward to your purchase. Unfortunately, this delay is related to the exceptionally high shipping volume during November and December, which has caused congestion within DHL and U.S. import processing. While our standard delivery time to the United States is typically 5–6 business days, peak-season demand can sometimes result in delays beyond our control.

Your order was shipped directly from our warehouse in Germany, with all customs fees prepaid by us, meaning there are no additional charges or actions required from your side. According to the latest tracking update, your package has already arrived in the United States and is currently progressing through the final stages of the delivery network.

To ensure this is resolved as quickly as possible, we have proactively submitted an inquiry with DHL to review the shipment and identify any remaining bottlenecks. Additionally, our support team has reached out to you via email with further details and assistance.

We would also like to share that, starting in early January, we are opening an additional warehouse in the United States. This will significantly reduce delivery times for our U.S. customers going forward and help prevent similar delays in the future.

Thank you for your patience and understanding. If you have any further questions, our support team is always here to help.

Atolio Vegas Support Team