FAQs
PRODUCT
How do I know if an item is in stock?
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.
Where can I find size and fit advice?
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.
Are you going to have my size again?
Please email us at customerservice@altuzarra.com to be notified if an item is coming back in stock or on the product page select "Add to whishlist".
Is there a warranty?
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 Monday to Friday from 9am – 6pm EST.
Can I reserve a product to buy later?
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.
Are products sold on the site authentic?
We guarantee the authenticity of all products purchased from altuzarra.com.
ACCOUNT
I forgot my password - what should I do?
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.
Will my personal details stay safe?
Your personal data is confidential and kept private. For more information, please see the Altuzarra Privacy Policy HERE
When will my card be charged?
Your card will be charged at the time of purchase.
How do I use my store credit?
If you have store credit, Log into your account and the credit will automatically be applied to your next purchase.
ORDERS
Do I need an account to place an order and what are the benefits of creating an Altuzarra account?
Please refer to our Orders & Shipping page HERE
How do I place an order on your site?
Please refer to our Orders & Shipping page HERE
Can I place an order over the phone?
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.
Can I cancel or make changes to my order?
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.
How will I know if you have received my order?
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.
Can I get my purchase gift-wrapped?
We do not gift wrap purchases; however, our packages come with exclusive branded packaging.
PAYMENT
Which currencies can I shop in?
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.
SHIPPING
Which payment methods do you accept? 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.
Can I use multiple methods of payment?
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.
Will shipping and duties be refunded on return?
Please refer to our Orders & Shipping page HERE
When will I receive 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. Once your refund has been approved by our team, you will receive an email notification. Please be advised that all orders may be subject to a $10 handle fee to help cover the costs of processing your return at the warehouse.
Can I buy a gift card online?
At this time, we do not offer virtual gift cards.
What is PSD2?
PSD2 is a new European law introduced to make online payments more secure. When you place an order online using a card payment, your bank may ask you to confirm your identity through 3D Secure authentication. Once your payment is authenticated and the order has been placed, you’ll return to the order confirmation page. As soon as your order has been confirmed, you’ll receive an email.
SHIPPING
Which shipping methods are available and what are the fees?
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 $25; Complimentary returns.
- International Deliveries: Shipping fee of 20 € or £; Complimentary returns.
How much will I be charged for shipping?
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: Complimentary shipping and returns.
Will I need to pay taxes and duties?
All taxes and duties are included. Please refer to our Orders & Shipping page for this information HERE
Do you offer same day delivery?
For last minute purchases, express delivery is available to most destinations. However, same day delivery is not available at this time.
When will I receive my order and how can I track delivery?
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.
Is signature required upon delivery?
No, unless you request order to be signed at arrival.
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.
RETURNS
What is your returns policy?
Please refer to our Returns and Exchanges page for this information HERE
How do I return my order?
For a complete list of steps, please see our Returns Policy HERE
Can I return in store?
Yes. Our store address is 959 Madison Avenue, NY.
How do I package my item for return?
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.
Can I exchange my item?
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.
How can I return or exchange a faulty item?
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 receipt of your order.
Can I exchange or return an item gifted to me by someone else?
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.
PROMOTIONS
What are your promotion restrictions?
Every promotion that we run changes. Please see our Terms and Conditions HERE for promotion restrictions.
EMAILS AND CONTACT
How do I receive Altuzarra email updates?
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.’