SHIPPING & RETURNS
Complimentary Express shipping the United Kingdom on all orders.
Complimentary International shipping on orders over £250.
International shipping rates are calculated at checkout, customers are responsible for any import duties and taxes*
*Please note that whilst we ship internationally, we are currently unable to ship to the following regions: Central America, Oceania, Mexico or Åland Islands, Albania, Andorra, Armenia, Afghanistan, Azerbaijan, Belarus, Bosnia & Herzegovina, Bhutan, British Indian Ocean Territory, Brunei, Christmas Island, Cocos (Keeling) Islands, Faroe Islands, French Southern Territories, Gibraltar, Greenland, Guadeloupe, Iraq, Israel, Isle of Man, Kosovo, Kazakhstan, Kyrgyzstan, Liechtenstein, Laos, Macao SAR, Maldives, Mayotte, Mongolia, Moldova, Montenegro, Myanmar (Burma), Nepal, Oman, North Macedonia, Palestinian Territories, Réunion, Russia, Saudi Arabia, South Georgia & South Sandwich Islands, Svalbard & Jan Mayen, Tajikistan, Turkey, Turkmenistan, Uzbekistan or Vatican City.
We do not ship to PO Boxes.
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale which applies. We reserve the right to change this Returns Policy at any time.
Please note, we do not offer refunds only exchanges.
1.1 When you receive your item, you must check it as soon as possible following receipt and always before use.
1.2 Please ensure that a returns authorisation number is obtained before attempting to return any items to us.
1.3 You have 30 days to return your order, which starts on the day after you received the item.
1.4 To exchange an item, follow the steps set out below (please see the section headed 'What to do to exchange your item').
1.5 All items must be returned unused and in the original packaging as they were in when received by you. For hygiene and security all of our products are sealed. In order to obtain an exchange for any product returned to us, they must remain sealed.
1.6 We understand that you may want to try your scent to make sure you love it. For this reason, we include a complimentary sample of the scent purchased with every order. That way you are able try the product without compromising the security seal on the full-size box.
1.7 Outside the UK, customs duties and sales taxes are non-refundable through Altra. We suggest contacting your local customs bureau directly, as they may be able to assist you in recovering these funds.
WRONG ITEM RECEIVED
2.1 We apologise if you have received the wrong item by mistake. To receive a replacement, you must return the item in the same condition you received it.
2.2 This is not common and we want to resolve this as quickly as possible for you so please let us know within 14 days from the day on which you received the item. If you notify us after this then depending on the circumstances, we may not be able to offer a replacement.
DAMAGED, FAULTY, INCORRECT OR MISSING ITEMS
3.2 Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you.
3.2 If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next.
3.3 For more information about your rights and the remedies available to you please see section 16 of our General Terms and Conditions of Sale.
ITEM NOT RECEIVED
4.1 We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you so please let us know within 21 days from the day on which you received an email from us confirming that the item had been dispatched. If you notify us after this then depending on the circumstances, we may not be able to offer a replacement.
YOUR LEGAL RIGHTS
5.1 Our Returns Policy does not affect your legal rights.
5.2 For more information about your other legal rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
WHAT TO DO TO EXCHANGE AN ITEM
6.1 To exchange your item, you will need to register your exchange by emailing our customer service team at firstname.lastname@example.org. At this time, please state which product you would like from Altra in exchange for the returned items(s).
6.2 Once we have confirmed your exchange via email you have a further 14 days to return the original item to us. Please make sure your items are securely wrapped and your parcel contains all the information requested.
6.3 Remember to ask for a receipt as proof of sending. Proof of postage does not cost anything however without it, we may not be able to process your exchange in the rare event that your item is lost in transit.
6.4 Once we have received your original item and have confirmed it's in resell-able condition, we shall send your replacement product. If the item is not in a resell-able condition, we will not be able to accept the exchange and will contact you with next steps.
6.5 If you have any queries or need any help then please contact us via email at email@example.com
WHAT HAPPENS IF I REQUEST AN EXCHANGE AND IT ISN'T AVAILABLE
7.1 If you request an exchange and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.
7.2 Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
WHAT WE'LL DO NEXT
8.1 Once we have processed your return you will receive a notification via email.
9.1 If you are not satisfied with the way in which we have handled the return or exchange of any item, we apologise. We want to resolve the matter.
9.2 Please contact our customer service team via email at firstname.lastname@example.org
LAST UPDATED 10.10.22