Shipping And Returns

Customer Service

Orders & Shipping

Order Processing and Shipping Times

We ship worldwide via premium carriers. During non-sale periods, express orders are processed the same business day if placed by 2pm EST. Ground orders are processed within 1-2 business days.  Please allow 2-3 business days to process your order during sale periods and holidays. Please note that some services may not be available in all countries/regions.

Estimated Delivery Times:

UPS Ground: Delivery within 5-7 days

UPS Second Day Air: Delivery within 2-4 days

DHL Express: 2-4 days

Please keep in mind that our shipping times should be used as a guide only and are based on time from dispatch. We cannot take responsibility for customs clearance delays or failed payment approval, though we will try to minimize any potential delays.

 

Shipping Costs

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.

 

Sales Tax and Duties

Sales Tax

United States sales tax is based on the state to which the order is shipped and all taxes will be added to the order total at checkout. If shipping to California, Connecticut, Illinois, New Jersey, New York, and Pennsylvania, sales tax will be applied.

Duties

Altuzarra ships to most destinations on a DDP (Delivery Duties Paid) basis. This means that all applicable taxes and duties are included in the final purchase price when you place your order and there are no additional costs due upon delivery.

DDP Countries/Regions

Australia, Austria, Belgium, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Finland, Germany, Greece, Guernsey, C.I., Hungary, India, Ireland, Isle of Man, Israel, Italy, Japan, Jersey, C.I., Republic of Korea, Kuwait, Latvia, Lithuania, Luxembourg, Malta, Mexico, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Puerto Rico, Qatar, Romania, San Marino, Saudi Arabia, Singapore, Slovakia, Slovenia, Spain (incl. Canary Islands), Sweden, Switzerland, Taiwan Region (China), Thailand, UAE, United Kingdom, United States

For all other countries/regions, the import duty is not included in the listed online price. As a customer, you will be responsible for import duties and/or taxes incurred by the destination country/region.

For more details, please contact your local customs office/respective tax authority.

Russia

Your order will not be taxed unless your monthly import allowance exceeds the €1000 price point and/or weight limit of 31 kg. If your order exceeds the above import allowance, tax to be paid is 30% of the exceeding amount.

For registration and correct handling procedures, you will be required to submit a copy of your passport (and any other additional paperwork as per their request).

Exotic materials

California law makes it unlawful to import into the state for commercial purposes, to possess with intent to sell, or to sell within the state, the dead body or any part or product thereof of: crocodile, alligator, polar bear, leopard, ocelot, tiger, cheetah, jaguar, sable antelope, wolf, zebra, whale, cobra, python, sea turtle, colobus monkey, kangaroo, vicuna, sea otter, free-roaming feral horse, dolphin or porpoise, Spanish lynx, or elephant. For international orders, similar laws may apply in your jurisdiction.

Items subject to these laws must be removed from a customer’s shopping cart or the order's ship-to address changed to an address in a different state or jurisdiction.

 

How to Track Shipped Orders

Altuzarra will send you an email once your order has been shipped. Please keep in mind that orders can take up to 2 business days to process before it ships. With this mind, please take that time into account when selecting your preferred shipping method.

A shipping confirmation is emailed to you as soon as your purchase has been shipped, which will allow you to track your order's status.

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

 

Account Creation

We recommend that an account be created to easily access information. Creating an account has multiple benefits:

- Save multiple shipping and billing addresses to accelerate the checkout process.

- Save the contents of your shopping bag for later.

- Access order details and history.

- Store credit card information safely to expedite checkout.

- Create applicable returns online easily.

 

Guest Checkout

You can checkout as a guest without an account. Please use a valid email address. Guests will not have certain options such as:

- Save multiple shipping and billing addresses to accelerate the checkout process

- Save the contents of your shopping bag for later

- Access order details and history

- Store credit card information safely to expedite checkout

- Create applicable returns online easily

- If you wish to return an order that was created as a guest, please contact client services.

 

How to Place an Order

1. Select the item you wish to purchase.

2. On the product page, select the preferred color and size from the available options. Add the item to the shopping bag.

3. The contents of the shopping bag can be viewed/edited at any time by clicking the shopping bag.

4. Once you are finished shopping, proceed to the shopping bag and check out.

5. Sign into your account, register a new account or select guest checkout.

6. Enter your shipping and billing details.

7. Select your preferred shipping speed.

8. Choose your payment method and enter payment details.

9. At the end of the order process and before payment, you will receive a summary of the products ordered together with details of any delivery costs and applicable taxes. At this point you may either confirm or change the order. Once the required order information is completed, you will be directed to the "Confirm Order" page to finalize the order and choose “Place Your Order” to complete the process. If you are using PayPal as the payment method, you will be routed to the PayPal site to complete your order.

10. Once payment has been made, an email summarizing the order and acknowledging receipt will be sent immediately to the email address provided.

 

How to Use a Promo Code

When we are running a promotion, please follow the steps below to enter a promo code:

1. Please log into your account. Add the item(s) you wish to purchase.

2. Please be aware that you cannot enter the code in your shopping bag. You must click into your shopping bag and click on “proceed to checkout.” The promo code can only be entered on step 1 of the checkout process, where you type in your shipping and billing address.

3. Under the Order Summary section, enter the code in the promo code field, and click Apply. The discount amount will be reflected in the total. Continue the rest of the checkout process as you normally would.

4. Please be aware that your code and the associated discount amount will not show up in your order confirmation email. Your order total in the confirmation email will reflect the discount applied.

 

How to Search For an Item

To search through our catalog of items, please choose a category from the navigation menu. Within each category, you can find subcategories to further help you locate what you are looking for. To find a specific item, please use our search box and filters. You may search for items by name, category or style.

 

Order Cancellation

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. Please note that items are not guaranteed in stock due to orders being filled from multiple locations. If we are unable to complete your order, you will be notified via email within two business days.

Orders cannot be modified once they have been successfully submitted. Orders that have not reached its destination can be cancelled by emailing customerservice@altuzarra.com. Alternatively, you can contact customer service at +1 864-651-1643 Monday to Friday from 9am to 6pm EST.

 

Need help? Email us at customerservice@altuzarra.com or call +1 864-651-1643 Monday – Friday from 9am – 6pm EST.

RETURNS & EXCHANGES

 

How to Return Your Order

If you are not satisfied with your purchase for any reason, we are happy to accept a return. You will have 14 days from the receipt of your order to return the item(s) to Altuzarra.
                    
To make this process as quick and easy as possible, Altuzarra offers all customers a Free Returns Collection Service. We recommend booking the service within 7 days of receiving your order to ensure it arrives safely back in our hands before the 14 day return window expires.
                    
Free Returns Collection Service
Book Your Collection by following these steps:

1. Log in to ‘My Account’ at Altuzarra.com

2. Go to ‘Orders & Returns’ and find the order you would like to return.

3. Within the Order Details, select Request Return.

4. Select the item(s), reason, and number of packages to return.

5. Follow the steps to schedule a suitable pick-up time and confirm your collection address.             

6. Upon confirmation of your collection details you will be supplied with an Air Waybill (AWB). Please print two copies - one to be attached to the outside of the returning package and a second to be given to your courier.       

Please find the booking reference in your Free Collection Booking Confirmation email to track the journey of your return.                    

Please note: If you have been provided with a Returns Invoice for Customs, please place one inside the package and attach a signed copy to the outside of the package with the AWB. Do not seal your package yet, the contents will be checked and finally sealed by the courier upon arrival.
             

       
Returns Policy

- We can only collect returns from the same country/region to which your order was delivered. If you have returned an item from a country/region other than your delivery country/region, additional import duties may be applied. We strongly recommend using the Free Returns Collection Service.

- Please thoroughly check garments upon delivery before removing any attached tags and before disposing of any original packaging.

- Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached to be in a returnable condition.

- Where possible, any packaging such as authenticity cards, dust bags and leather tags must also be returned as they are considered part of the product.

- Footwear must be returned un-marked and un-scuffed in the original undamaged boxes provided and inside a protective shipping box.

- Hosiery, lingerie and swimwear items must be returned with undamaged product packaging, where applicable.

- Hosiery, lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.

- Jewelry must be returned in the same condition it arrived in, including all branded packaging and documents provided with it.

- We recommend that you return items in their original packaging to ensure the necessary protection when in transit.

        

Exchanges

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. Need help? Email us at customerservice@altuzarra.com or call +1 864-651-1643 Monday – Friday from 9am – 6pm EST.

 

Where is my refund?

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.

PAYMENT

Accepted forms of payment include: Credit card (credit cards accepted: Visa, MasterCard, American Express, Diners, Discover, JCB and Union Pay), PayPal and local forms of payment. 

The local payments available are:                                                                   

- Alipay for China Mainland, Hong Kong SAR, Macao SAR and Taiwan Region

- Sofort for Germany, Belgium, Austria and Switzerland

- iDeal for the Netherlands

Please note that all payment transactions are subject to verification with the card issuer. We will not be held responsible for any refusal of a card issuer to authorize the transaction.  Furthermore, we conduct standard pre-authorization on the card; Products shall not be shipped until such checks have been performed. Please note that the card issuer may charge a fee or administrative-processing charge; we are not responsible for such expenses.

Product Care

Altuzarra's Care Instructions:

- Dry Clean only, unless otherwise stated on the garment.

- For Leathers and Suedes, seek a professional leather cleaning service.

Altuzarra's Care Suggestions:
Due to the nature of many of Altuzarra’s fabrics, any irregularities that appear should be considered characteristics and not imperfections. We recommend handling these fabrics with care, avoiding direct contact with jewelry and sharp objects that might cause damage.