Customer Care
MON-SAT
10:00-21:00
Beethovnova ulica 7
1000 Ljubljana, Slovenia
When will my order ship?
Orders are usually dispatched within 1–2 business days. Once your order has been shipped, you'll receive a confirmation email with tracking information.
How long does delivery take?
Delivery usually takes 1–2 business days within Slovenia and Croatia. For other EU countries, delivery typically takes 2–5 business days, depending on the destination.
Where do you ship?
We currently ship to all EU countries.
Do you offer free shipping?
Yes. We offer free shipping on all orders over €100 for Slovenia and Croatia, and over €130 for the EU countries.
What Are The Shipping Costs?
Slovenia & Croatia
- Free shipping on orders over €100
- €4.90 for orders below €100
Other EU countries
- Free shipping on orders over €130
- €9.90 for orders below €130
Shipping costs are calculated and displayed at checkout before payment.
Can I track my order?
Yes. Once your order has been dispatched, you'll receive a shipping confirmation email with a tracking link.
Can I change my shipping address after ordering?
If your order has not yet been shipped, contact us as soon as possible at hello@altostore.eu and we will do our best to update it.
What happens if I’m not home during delivery?
If you are not available at the time of delivery, the courier will usually attempt redelivery or leave instructions for pickup at a nearby location.
What is your return policy?
We offer a 30-day return policy. Items must be returned within 30 days of delivery, unworn, in their original condition, and with all original tags attached.
Free return shipping is available on full-price items. Items purchased as part of sales or promotions are not eligible for free returns. First-order discounts and promotional codes remain eligible for free returns.
How do I return an item?
To start a return, please contact us at hello@altostore.eu with your order number. We will provide you with return instructions.
Who pays for return shipping?
Return shipping costs are covered by us for eligible full-price items. For items purchased as part of sales or promotions, return shipping costs are the responsibility of the customer.
To qualify for a free return, items must be returned within 30 days of delivery, unworn, in their original condition, and with all original tags attached.
Can I exchange an item?
Yes, exchanges are possible depending on stock availability. Please contact us to arrange an exchange.
When will I receive my refund?
Once we receive and inspect your return, refunds are processed within 5–10 business days. The refund will be issued to your original payment method.
Are shipping costs refundable?
Original shipping costs are refundable in accordance with applicable consumer protection laws. Return shipping costs are covered by us for eligible free returns. For returns outside of our free return policy, return shipping costs are the responsibility of the customer.
What items are non-returnable?
Items must be unused and in original condition. We cannot accept returns for used, washed, or damaged items caused by the customer.
What should I do if I receive a faulty or wrong item?
Please contact us immediately at hello@altostore.eu with photos of the item. In such cases, we will cover all costs and provide a replacement or full refund.
How can I contact you?
You can contact us anytime at hello@altostore.eu. Our team will respond as soon as possible.
What is your response time?
We typically respond within 1–2 business days.
Where are your stores located?
Our store is located in Ljubljana city centre at Beethovnova ulica 7, 1000 Ljubljana, Slovenia. In-store pickup is also available at the same location.
What are your opening hours?
Monday – Saturday: 10:00 – 21:00
Sunday: Closed
Can I contact you about an order?
Yes, for any order-related questions please include your order number when contacting us at hello@altostore.eu.
Do you offer customer support via phone?
At the moment, we provide support primarily via email to ensure faster and more accurate assistance.