Shipping Policy

We ship to all EU member states with pre-calculated shipping rates available at checkout. We also ship to non-EU countries — for international orders outside the EU, please contact us for a shipping quote before placing your order.

All delivery estimates are for business days (Monday–Friday, excluding public holidays).

Orders are processed once payment is confirmed (for direct payment orders) or once your order has been approved and invoiced (for quote-based orders).

Processing and handling times depend on the brand and product. Estimated dispatch and delivery dates are shown on your order page after your order is confirmed. These are estimates based on typical supplier lead times and carrier transit times, and may vary.

All deliveries are arranged exclusively by Atmar Horeca. We do not offer collection in person and customers may not arrange their own courier or freight service to collect goods. There is no facility for pickup from our office, warehouse, or any other location.

Orders are shipped only to the delivery address provided at checkout.

We ship via Eurosender, a logistics platform that selects the most suitable carrier for each shipment — typically FedEx or DHL. The specific carrier is confirmed at the time of dispatch.

Tracking information is provided once your order has been dispatched.

Shipping is free to all EU mainland destinations (excluding Cyprus and Malta), subject to the minimum order requirements per brand shown at checkout. Deliveries to Cyprus and Malta require a shipping quote due to the additional cost of island freight.

Oversized or heavy products are not eligible for free EU delivery. These products are marked on their product page, and orders containing them will have shipping costs calculated individually and confirmed in your proforma invoice. No payment is taken until you accept the final quote. You may cancel at any point before payment.

For non-EU destinations, shipping costs are calculated individually and will be confirmed before your order is dispatched. No payment is taken until you receive and accept the proforma invoice. You may cancel the order at any point before payment.

Pre-set free shipping applies to mainland destinations only. Deliveries to islands (including but not limited to Greek islands, the Canary Islands, the Balearic Islands, and other offshore territories) may incur additional carrier surcharges. If your delivery address is on an island, we will contact you before dispatch to confirm any additional cost. No payment is taken until you accept the final proforma invoice. You may cancel the order at any point before payment.

For deliveries within the EU, no customs duties apply. All prices include VAT where applicable, or are shown with the applicable VAT rate at checkout.

For deliveries outside the EU, the recipient is responsible for any import duties, taxes, or customs clearance fees charged by the destination country. Atmar Horeca has no control over these charges and cannot predict their amount.

Risk of loss and damage passes to you upon delivery. If your order arrives damaged or appears to have been lost in transit, follow these steps:

• Damaged on delivery: inspect the goods in the presence of the carrier and note any visible damage on the carrier's delivery document before signing. Photograph both the outer packaging and the damaged item. Submit a return request via our returns page by the next business day after delivery, including photos and a description of the damage.
• Lost shipment: if your order has not arrived by the estimated delivery date, contact us and we will open an investigation with the carrier on your behalf.

We handle damage and loss claims directly with the carrier. The outcome of a claim depends on the carrier's investigation and may take time to resolve. We will keep you informed throughout the process.

Claims for damaged goods reported after the next business day following delivery, or without a signed carrier protocol noting the damage, may not be eligible for compensation.

Please ensure your delivery address is accurate at the time of ordering. We are not responsible for failed deliveries due to incorrect or incomplete addresses. Re-delivery or address correction fees charged by the carrier will be passed on to the customer.