FAQ

Most items shown are in stock unless otherwise stated. For each product, you can see its size availability. If you are able to select your size, then the item in that size is in stock.

When on a product detail page, click on ‘Size Guide’ on the product details page to view our conversion chart. We also provide fit information and model measurements for each style under the ‘Size and Fit’ tab.

Please email us at customerservice@altuzarra.com to be notified if an item is coming back in stock.

Altuzarra does not offer a warranty in our products, but we will consider damages on a case by case basis. Please contact our customer service team in the case of a damaged or faulty item. Email us at customerservice@altuzarra.com or call +1 864-651-1643 Monday – Friday from 9am – 6pm EST.

We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, reservations are unavailable. As a result, placing an item in your shopping bag does not reserve it.

We guarantee the authenticity of all products purchased from altuzarra.com.

Under ‘Log In’ click 'Forgot Password'. You will be asked to re-enter your email address so that we can send you a temporary password. Once you log back in, you will be able to reset your own password.

Your personal data is confidential and kept private. For more information, please see the Altuzarra Privacy Policy HERE

Your card will be charged at the time of purchase.

If you have store credit, Log into your account and the credit will automatically be applied to your next purchase.

Please refer to our Orders & Shipping page HERE

Please refer to our Orders & Shipping page HERE

Our friendly Customer Service Team is happy to assist you with placing your order over the phone. Please call us at +1 864-651-1643 Monday – Friday from 9am – 6pm EST.

As your purchase will be prepared quickly for dispatch, please contact our Customer Service team as soon as possible to cancel an order. Unfortunately, we are unable to modify your order once it has been placed. Further information on cancelling an order can be found in our Return Policy.

After you place your order, you will receive an email acknowledging that we have received your order. This does not mean that your order has been confirmed yet. Only after your credit card details have been approved, your delivery address has been verified, and the items have been located, will your order be accepted and shipped. You will then receive another email confirming your order.

If any of your desired items are unavailable from our warehouse, we will inform you as quickly as possible of the out-of-stock pieces and your payment for the item(s) will not be processed.

We do not gift wrap purchases; however, our packages come with exclusive branded packaging.

The currency that you shop in is determined by your shipping destination and will be displayed at checkout before completing your purchase. If your local currency is unavailable, your order will be charged in USD for a competitive exchange rate.

Altuzarra accepts the following payment methods:

Credit Card: Visa, MasterCard, Discover, American Express.

PayPal: Shop easily online without having to enter your credit card details on the website. Your account will be charged once the order is completed. To register for a PayPal account, visit paypal.com.

We also accept Alipay, Sofort, iDeal where applicable.

Altuzarra only accepts one (1) form of payment per order; however where applicable a client's outstanding credit will be applied to their following order, redeemable via the email address entered.

Please refer to our Orders & Shipping page HERE

We will always try to be as swift as possible; however, sometimes refunds can take up to 14 working days to process depending on your bank or payment provider. Payments will be refunded to the original payment method excluding the cost of shipping. Once your refund has been approved by our team, you will receive an email notification.

At this time, we do not offer virtual gift cards.

All relevant delivery options available for your order and to your destination will be displayed at checkout. For last minute purchases, Express delivery is available to most destinations.

- United States Ground Deliveries: Complimentary shipping and returns.
- United States Express Deliveries: Shipping fee of $20; Complimentary returns.
- International Deliveries: Shipping fee of 20 € or £; Complimentary returns.

Shipping costs will vary depending on the size, weight and destination of your chosen items.  As indicated at the time of purchase and by the order confirmation email, you are responsible for any and all shipping costs associated with the delivery.  Once you are at checkout, the shipping fee will show above the total cost.  Shipping fees may vary depending on the shipping method of your choice.  All relevant delivery options available for your order and to your destination will be displayed at checkout.  For last minute purchases, Express delivery is available to most destinations.

- United States Ground Deliveries: Complimentary shipping and returns.
- United States Express Deliveries: Shipping fee of $20; Complimentary returns.
- International Deliveries: Shipping fee of 20 € or £; Complimentary returns.

Please refer to our Orders & Shipping page for this information HERE

For last minute purchases, express delivery is available to most destinations. However, same day delivery is not available at this time.

Please refer to our Orders & Shipping page for this information HERE

If you require additional assistance tracking your package, please contact UPS directly at 1-800-742-5877 or DHL directly at 1-800-225-5345, and provide your tracking number.

Yes, someone must be at the delivery address to sign for the package.

To make a change to your delivery or if you require additional assistance tracking your package, please contact UPS directly at 1-800-742-5877 or DHL directly at 1-800-225-5345, and provide your tracking number.

Please refer to our Returns and Exchanges page for this information HERE

For a complete list of steps, please see our Returns Policy HERE

Altuzarra currently does not have stores, and our warehouses partners do not accept returns for orders bought on Altuzarra.com. All orders made on Altuzarra.com must be returned as per the instructions in our Returns Policy HERE

Your items must be returned in the original packaging, including any boxes, hangers, or tissue. Any designer packaging such as authenticity cards, dust bags, and leather tags must also be returned as they are considered part of the product. Footwear and accessories must be returned unmarked and unscuffed in the original undamaged boxes provided and inside a protective shipping box. If the item comes with a security tag, this must be left on. If removed, the item will not comply with the Returns Policy and will not be refunded.

At this time, we do not accept exchanges. If you need a different color, item, or size, we recommend ordering the desired size while it is still in stock and shipping back your return for a refund.

All items are quality controlled and checked for faults before they are shipped to customers. Should you receive an item that is not in perfect condition please contact our Customer Service team at customerservice@altuzarra.com or call +1 864-651-1643 Monday – Friday from 9am – 6pm EST, within 14 days of the purchase.

No, the order must be returned and the payment will be refunded to the original cardholder's account. A new order will then need to be placed.

Every promotion that we run changes. Please see our Terms and Conditions HERE for promotion restrictions.

Stay updated with new arrivals and promotions by entering your email address where it says ALTUZARRA NEWS at the most bottom right section of our homepage. You will then be subscribed to our newsletter. Preferences can be managed in ‘My Account.’