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DELIVERY AND RETURNS

DELIVERY

How much does delivery cost?

Standard Delivery - €4.95 on a 3 - 5 working day service.
Orders over €60 qualify for free standard delivery on a 3 - 5 working day service

What is Altura's delivery policy?

Every effort will be made to deliver the goods to you as soon as possible after your order has been accepted. However, we will not be liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery. In this case, we may inform you of the delay and the reason for the delay as soon as is practical.

How long will delivery take?

If you place your order before 3pm you should expect to receive your order within 3 - 5 working days on standard delivery. Please note that orders placed during the weekend or on official holidays, will be processed the next working day.

Where do you deliver to?

We currently only deliver to a section of Europe and the UK and we are actively looking to extend delivery to the whole of Europe. We are only able to ship to residential and business addresses. We are unable to ship to PO Boxes.

We do reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address. If this affects an order you place, we'll notify you as soon as possible.

Can I have my parcel redirected to a different address?

For your security once you have checked out we aren't able to change the address your order is being sent to. Don't worry- if you're not in when a delivery is attempted our courier will leave a card advising how to arrange a redelivery or where you can pick up your parcel.

What does your order status mean?

Order Received - We have received your order but we haven't processed it yet.
Order Processing - Your order could be at any point between the warehouse receiving it and despatching your goods.
Order Complete - We have completed your order in our warehouse. Once the courier has collected it, you will receive confirmation from them.

Can I track my order?

We work closely with our courier to deliver your parcel. If you have not received an email with tracking in 48 hours, please contact our Customer Services team here.

What if I am not in when you make a delivery?

If you are not going to be in when they arrive, our courier will either leave the parcel with a neighbour or leave a card to advise you where your order was left.

My order has been damaged on delivery, what should I do?

If your order has been damaged in transit please contact our Customer Services team here, where one of the team will be happy to help.

Missing, incomplete or damaged orders

For damaged products, incomplete orders or despatched orders that don't arrive within the expected time period, please email our Customer Services team here

RETURNS

What's your return policy?

If you’ve changed your mind or simply your Altura product just isn’t right for you, you can return to us within 30 days of receipt.

You will naturally wish to inspect the products you order and try them on for size. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of the goods. Therefore, please ensure you do not damage the items (or the packaging) and, if you wish to return anything that it reaches us in perfect condition. Where an item has a hangtag attached, it must still be attached upon return.

Please fill in and enclose the form attached to your delivery note or print a returns form here.

Where you have failed to take reasonable care of the goods, whilst in your possession or when returning them or if you have returned your purchase after 30 days (with the exception of faulty goods) we reserve the right not to offer you a refund in full. We may instead return your purchase to you.

We do not accept back worn, used, altered or damaged items.

We may not be able to issue you a refund if the value of an item is diminished by something you have done for example;

Worn
Hygiene reasons
Marks/Make-up
Lotions

The goods are your responsibility until they reach our warehouse, so make sure they’re packed up properly and you keep your proof of postage. Altura cannot accept responsibility for returned parcels which are not delivered to us.

Only items purchased at www.altura.eu/en can be returned. Products purchased at another Altura authorised retailer can only be returned to the original point of purchase.

What happens if I don't like the items or they do not fit?

No problem. Just send the item back to us and we will give you a full refund. Please fill in and enclose the form attached to your delivery note or print a returns form here.

Can I exchange an item?

We’re sorry we won’t be able to exchange your item. If you would like a different product or size you will need to place a new order so we can get it to you as quickly as possible. We will then process your return and refund for the items you have sent back.

Where should I send my returns?

If you are returning item(s) to us please send them to:-


Altura Online Returns
Unit 4
Roundhouse Road
Faverdale Industrial Estate
Darlington
County Durham
DL3 0UR
United Kingdom

 

How long does it take to process my returns?

We try to process returns as quickly as possible, but, it can take up to 14 days at busy times of the year.

My item has developed a fault – what should I do?

In the unlikely event your purchase develops a problem we’re here to help. All Altura items come with a 2 year warranty against manufacturing defects; if your product has developed a fault all you need to do is return it to us with your returns form and let us know the problem.

Any purchases not made at Altura.eu/en can only be returned to the original point of purchase.

Once we have it back we will take a look at the issue and if it is found to be faulty we will arrange to refund you.

Will you replace my faulty item?

If your item is found to be faulty, we will arrange a refund for you. This way if the product is out of stock or no longer available you can buy an alternative product.

Refund Policy

Credit / debit card
If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.

PayPal
If you paid online using PayPal we will process your refund to your PayPal account.

All refunds will be processed within 14 days of your item being returned.

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