Refunds
At Alto, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help. Please review our refund policy below for information on how to return items and receive a refund.
Returns and Refunds
We accept returns and offer refunds on eligible items, provided they meet the following conditions:
• Items must be returned within 30 days of the delivery date.
• Items must be unworn, unwashed, and in their original condition with all tags attached.
• Sale or clearance items are final sale and are not eligible for refunds.
How to Initiate a Return
To initiate a return and request a refund, please follow these steps:
1. Contact Us at hello@altostore.eu with your order number and reason for the return.
2. Our customer service team will provide you with a return authorization number and the return address.
3. Pack the item(s) securely in the original packaging, including any documentation received with your order.
4. Clearly mark your return authorization number on the outside of the package.
5. Ship the return package using a traceable shipping method.
The customer is responsible for the shipping costs of returning the item unless the return is due to a defective or incorrect item.
Refund Processing
Once we receive your returned item(s), we will inspect them and notify you of the status of your refund:
• If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
You will receive an email confirmation once your refund has been issued.Please note that it may take additional time for your bank or credit card provider to post the refund to your account.
Non-Refundable Items
The following items are non-refundable:
• Items marked as final sale or clearance
• Gift cards
• Customized or personalized items.
Exchanges
At this time, we do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item.
Defective or Incorrect Items
If you receive a defective or incorrect item, please contact us at hello@altostore.eu within 7 days of receiving the item. We will provide instructions for returning the item, and you will be eligible for a full refund or replacement, including shipping costs.
Late or Missing Refunds
If you haven’t received a refund after the stated processing time, please:
• Check your bank or credit card statement.
• Contact your credit card provider or bank; processing times may vary.
• If you’ve done this and still have not received your refund, please contact us at hello@altostore.eu.
Return Shipping Costs
You are responsible for paying your own return shipping costs unless the item is defective or incorrect.
Shipping costs are non-refundable. If you receive a refund, the original cost of shipping will not be included in the refund amount unless the return was due to a mistake on our part.
Contact Us
If you have any questions regarding our refund policy, please reach out to us:
Email: hello@altostore.eu.
