SHIPPING & RETURNS
SHIPPING
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.
We're constantly adding new shipping destinations, sign up to our mailing list for updates.
RETURNS
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 is obtained before attempting to return any items to us. We will accept any returned items until we have authorised the return and provided conformation to you. In the event that an item is returned to us prior to a returns authorisation, may not be entitled to an exchange if we are unable locate the item and reconcile it with your order.
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.
2.3 In the event that you have received the wrong item, we shall provide you with a shipping label to return the item back to us. Once the have received the item, we shall dispatch your replacement. Please note, the item 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 a replacement for any product returned to us, they must remain sealed.
2.4 Please include a note with your return including your original order number so we are able to identify the item and reconcile it with your request. If you do not include your order number, we may not be able to proceed with your exchange.
2.5 To notify us of a wrong item received, please complete our request form by following THIS LINK and our team will process your request.
DAMAGED OR FAULTY 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 Please include a note with your return including your original order number so we are able to identify the item and reconcile it with your request. If you do not include your order number, we may not be able to proceed with your exchange.
3.4 To notify us of a damaged or faulty item, please complete our request form by following THIS LINK and our team will process your request.
3.5 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 14 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.
4.1 To notify us of an item not received, please complete our request form by following THIS LINK and our team will process your request.
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 Please note, we only accept exchanges on full-size products. Samples, Preview Set's, Refill's, Limited Edition's and Personalised items are not eligible for an exchange.
6.2 To exchange your item, you will need to register your exchange by completing our request form by following THIS LINK and our team will process your request.
6.3 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 in the original shipping carton or a suitable packaging to protect the product and your parcel contains all the information requested. 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.
6.4 Please include a note with your return including your original order number so we are able to identify the item and reconcile it with your request. If you do not include your order number, we may not be able to proceed with your exchange.
6.5 It is your responsibility to cover all shipping costs related to sending the item back to us.
6.6 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. If we do not receive the item and there is no proof of delivery to our UK warehouse, we will not be able to proceed with an exchange.
6.7 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.
6.8 If you are ready to request an exchange, please complete our request form via THIS LINK and our team will process your request.
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 contact you with next steps.
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.
COMPLAINTS
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 human@altraprofuture.com
LAST UPDATED 29.03.23