Delivery

Delivery of items ordered through the Atasuai platform can proceed in one of two ways, depending on the individual store's terms and the delivery option selected at checkout:

Through the Atasuai Delivery logistics network (integrated partners): delivery is handled by the platform's vetted logistics operators, accredited door-to-door courier services, and a nationwide network of partner pickup points across Kazakhstan. Directly by the seller: the seller may ship the order using their own courier service or an independent shipping company of their choosing.

Delivery usually takes 1–5 business days. The exact delivery time may vary depending on the specified address.

The address is specified during order processing and can be changed until confirmation. Once the order is confirmed, the address cannot be changed.

Delivery addresses can be added or changed on the specific online store's website. To do this, go to the store's website, navigate to the "Profile" → "Addresses" section, and you can add or change the address in advance. In the Atasuai app, the delivery address is selected or entered during the order process.

The delivery status is displayed along with the order status. You can go to the store page where you placed the order in the Atasuai app and track it in the "Orders" section. Additionally, you can check the delivery status in the online store's web version under Profile → Orders section.

The delivery cost is calculated based on the weight of the goods and is paid by the seller.

Shipping costs are calculated individually for each order and depend on several factors: the delivery method, the region of origin and the destination city within the Republic of Kazakhstan, and the weight and dimensions of the package. The exact shipping cost is automatically displayed in the cart once you select an address, before you complete payment.

Check your order status: Open the Atasuai mobile app, go to "My Orders," and check the current status and tracking number of your shipment. Contact support: If the estimated delivery time has passed, reach out via chat support in the Atasuai app or email [email protected] with your order number. Our team will get in touch with the logistics provider to speed up delivery.

The platform protects buyers' rights, but strict compliance with video-recording rules is required: Mandatory unboxing video: the only valid proof of damage or missing items during shipping is a continuous, unedited video of the unboxing, recorded on the spot — at the pickup point or with the courier — before you sign any acceptance documents. If you find damage: record the defect on video, refuse to accept the package (having the carrier draw up a damage report), and submit a return request through the Atasuai app. Important: per platform rules, unboxing videos filmed at home, in a car, or after the courier has left will not be accepted for review.

Take video and photos of the item you received, its tags, the packaging, and the shipping waybill. Open the order details in the Atasuai app and submit a return request citing "Item doesn't match description / wrong item shipped." If the seller's error is confirmed, you'll be offered either a replacement or a full refund. In this case, the seller covers the costs of return shipping and re-delivery.

Once the seller has packed the order and handed it over to the logistics service, instant cancellation in the app is no longer available, since the parcel is already in transit. You do have the right to refuse the order when it arrives with the courier or at the pickup point. If you refuse an item that is in proper condition, the cost of return shipping will be deducted, in accordance with the Law of the Republic of Kazakhstan "On Protection of Consumer Rights" and the Public Offer (the cost of the original delivery is non-refundable).

The courier service will call again and make another delivery attempt. If you missed the call, check that the phone number in your profile is correct and contact the courier service using the details from the SMS/notification, or reach out to Atasuai support to arrange a new delivery time. If the recipient cannot be reached within the set storage period (usually up to 3 business days), the order is returned to the seller's warehouse.