Shipping policy

SHIPPING & RETURNS POLICY

What are the available delivery methods, times and costs?
Altari offers free courier, tractable shipments to more than 235 countries and territories worldwide via DHL Express. No other shipping option is available.
We aim to deliver all shipments by end of next possible day.
The following transit times are indicative and may vary:

- To Europe - 1 day
- To North America - 2 days
- To the Russian Federation - 3 days
- To the Middle East - 2 days
- Every other destination - 3/5 days

Important information:
- Delivery times displayed at checkout are calculated based on shipping destination in order to provide the most reliable information.
- Your phone number is provided to our carrier to facilitate the delivery of your parcel. You will be notified directly by text message once your parcel is shipped.
- For delivery in countries outside of Europe, we work with specialists to facilitate customs clearance. However, delivery times may be delayed beyond our will by border control.

Which countries do you deliver to?
We deliver to the following 235 countries and territories:

| AFGHANISTAN (AF) | EAST TIMOR (TL) | LIBYA (LY) | SAN MARINO (SM) | ALBANIA (AL) | ECUADOR (EC) | LIECHTENSTEIN (LI) | SAO TOME & PRINC. (ST) | ALGERIA (DZ) | EGYPT (EG) | LITHUANIA (LT) | SAUDI ARABIA (SA) | AMERICAN SAM. (AS) | EL SALVADOR (SV) | LUXEMBOURG (LU) | SENEGAL (SN) | ANDORRA (AD) | ERITREA (ER) | MACAU (MO) | SERBIA (RS) ANGOLA (AO) | ESTONIA (EE) | MACEDONIA (MK) | SEYCHELLES (SC) | ANGUILLA (AI) | ETHIOPIA (ET) | MADAGASCAR (MG) | SIERRA LEONE (SL) | ANTIGUA (AG) | FALKLAND ISL. (FK) | MALAWI (MW) | SINGAPORE (SG) |
| ARGENTINA (AR) | FAROE ISLANDS (FO) | MALAYSIA (MY) | SLOVAKIA (SK) | ARMENIA (AM) | FIJI (FJ) | MALDIVES (MV) | SLOVENIA (SI) |
| ARUBA (AW) | FINLAND (FI) | MALI (ML) | SOLOMON ISL. (SB) | AUSTRALIA (AU) | FRANCE (FR) | MALTA (MT) | SOMALIA (SO) | AUSTRIA (AT) | FRENCH GUYANA (GF) | MARSHALL ISL. (MH) | SOMALILAND (XS) | AZERBAIJAN (AZ) | FRENCH GUYANA (GF) | MARTINIQUE (MQ) | SOUTH AFRICA (ZA) | BAHAMAS (BS) | GABON (GA) | MAURITANIA (MR) | SOUTH KOREA (KR) | BAHRAIN (BH) | GAMBIA (GM) | MAURITIUS (MU) | SOUTH SUDAN (SS) | BANGLADESH (BD) | GEORGIA (GE) | MAYOTTE (YT) | SPAIN (ES) | BARBADOS (BB) | GERMANY (DE) | MEXICO (MX) | SRI LANKA (LK) |
| BELARUS (BY) | GERMANY (DE) | MICRONESIA (FM) | ST. BARTHELEMY (XY) | BELGIUM (BE) | GHANA (GH) | MOLDOVA (MD) | ST. EUSTATIUS (XE) | BELIZE (BZ) | GIBRALTAR (GI) | MONACO (MC) | ST. HELENA (SH) | BENIN (BJ) | GREECE (GR) | MONGOLIA (MN) | ST. KITTS (KN) | BERMUDA (BM) | GREENLAND (GL) | MONTENEGRO (ME) | ST. LUCIA (LC) | BHUTAN (BT) | GRENADA (GD) | MONTSERRAT (MS) | ST. MAARTEN (XM) | BOLIVIA (BO) | GUADELOUPE (GP) | MOROCCO (MA) | ST. VINCENT (VC) | BONAIRE (XB) | GUAM (GU) | MOZAMBIQUE (MZ) | SUDAN (SD) | BOSNIA AND HERZ. (BA) | GUATEMALA (GT) | MYANMAR (MM) | SURINAME (SR) |
| BOTSWANA (BW) | GUERNSEY (GG) | NAMIBIA (NA) | SWAZILAND (SZ) | BRAZIL (BR) | GUINEA REPUBLIC (GN) | NAURU (NR) | SWEDEN (SE) | BRUNEI (BN) | GUINEA-BISSAU (GW) | NEPAL (NP) | SWITZERLAND (CH) | BULGARIA (BG) | GUINEA-EQUAT. (GQ) | NETHERLANDS (NL) | SYRIA (SY) | BURKINA FASO (BF) | GUYANA (BRITISH) (GY) | NETHERLANDS ANTILLES (AN) | TAHITI (PF) |
| BURUNDI (BI) | HAITI (HT) | NEVIS (XN) | TAIWAN (TW) |
| CAMBODIA (KH) | HONDURAS (HN) | NEW CALEDONIA (NC) | TAJIKISTAN (TJ) | CAMEROON (CM) | HONG KONG (HK) | NEW ZEALAND (NZ) | TANZANIA (TZ) | CANADA (CA) | HUNGARY (HU) | NICARAGUA (NI) | THAILAND (TH) | CANARY ISLANDS (IC) | ICELAND (IS) | NIGER (NE) | TOGO (TG) | CAPE VERDE (CV) | INDIA (IN) | NIGERIA (NG) | TONGA (TO) | CAYMAN ISLANDS (KY) | INDONESIA (ID) | NIUE (NU) | TRINIDAD & TOB. (TT) | CENTRAL AFRICAN (CF) | IRAN (IR) | NO. MARIANA ISLANDS (MP) | TUNISIA (TN) | CHAD (TD) | IRAQ (IQ) | NORTH KOREA (KP) | TURKEY (TR) | CHILE (CL) | IRELAND (IE) | NORWAY (NO) | TURKS & CAICOS ISL. (TC) | CHINA (CN) | ISRAEL (IL) | OMAN (OM) | TUVALU (TV) | COLOMBIA (CO) | ITALY (IT) | PAKISTAN (PK) | UGANDA (UG) | COMOROS (KM) | JAMAICA (JM) | PALAU (PW) | UKRAINE (UA) | CONGO (CD) | JAPAN (JP) | PANAMA (PA) | UNITED ARAB EMIR. (AE) | CONGO (CG) | JERSEY (JE) | PAPUA NEW GUIN. (PG) | UNITED STATES (US) | COOK ISLANDS (CK) | JORDAN (JO) | PARAGUAY (PY) | URUGUAY (UY) | COSTA RICA (CR) | KAZAKHSTAN (KZ) | PERU (PE) | UZBEKISTAN (UZ) | COTE D IVOIRE (CI) | KENYA (KE) | PHILIPPINES, THE (PH) | VANUATU (VU) |
| CROATIA (HR) | KIRIBATI (KI) | POLAND (PL) | VATICAN CITY (VA)
| CUBA (CU) | KOSOVO (KV) | PORTUGAL (PT) | VENEZUELA (VE)
| CURACAO (XC) | KUWAIT (KW) | PUERTO RICO (PR) | VIETNAM (VN)
| CYPRUS (CY) | KYRGYZSTAN (KG) | QATAR (QA) | VIRGIN ISLANDS (GB) (VG) | Czech Rep., The (CZ) | LAOS (LA) | REUNION (RE) | VIRGIN ISLANDS (US) (VI) | DENMARK (DK) | LATVIA (LV) | ROMANIA (RO) | YEMEN (YE) | DJIBOUTI (DJ) | LEBANON (LB) | RUSSIA (RU) | ZAMBIA (ZM) | DOMINICA (DM) | LESOTHO (LS) | RWANDA (RW) | ZIMBABWE (ZW) | DOMINICAN REP. (DO) | LIBERIA (LR) | SAMOA (WS) |

We do not expect there to be a limitation on the sale and shipment of handbags to any of the countries above - should the situation change we will update the list of countries above and get in touch with any customer waiting for their order in the countries affect to issue a refund or find an alternative delivery arrangement.

Who can receive my order?
Parcels can be delivered at an address of your choice - our courier can deliver to offices, shops, DHL service points and your own premises (house or apartment).
It is your responsibility to ensure you have selected the right delivery address and ensure that your package will be received and stored safely once arrived at the destination.

Will I receive a delivery date once I confirm my order?
Yes, once your order is confirmed, you will receive an email from a member of the Altari team giving you an estimated arrival date. You’ll have a chance to update your delivery details and ask any questions you may have.

What happens if I'm not in when my order arrives?
You have several options:
- Our courier of choice, DHL Express, allows you to flexibly manage the shipment on their online portal. Once a tracking number is issued, you will receive a text message (if you have provided your mobile number); the text message will include a link to an online portal where you can hold the package while you are holiday, deliver the package to a neighbour or a service point.
- You can contact your local DHL office (find contact details for your country here) at your convenience with the waybill number and notify them of your preferred delivery times.
- You can contact us at info@altari.co or write to us on Instagram to explain your situation and we’ll do our best to address your needs.

Are taxes and duties included in your prices?
Value Added Tax of 20% is fully included in the prices reported on the product pages. Shipments (and Returns) to and from outside the EU may incur duties, these will be paid by Altari.

How do I add an address in my address book?
You can update your address in your account section under the header ‘ADDRESSES’.
Should you wish to update a delivery address for an order being shipped you can take the following steps:
- Our courier of choice, DHL Express, allows you to flexibly manage the shipment on their online portal. Once a tracking number is issued, you will receive a text message (if you have provided your mobile number); the text message will include a link to an online portal where you can update the shipment’s delivery address or redirect the package to a nearby shop or neighbour.
- You can contact your local DHL office (find contact details for your country here) at your convenience with the waybill number and notify them of the address change.
- You can contact us at info@altari.co or write to us on Instagram to explain your situation and we’ll do our best to address your needs.

ORDER TRACKING

Can I track the delivery of my order?
Yes, by logging on to your account (https://altari.co/account/login), and visiting the ‘My Orders’ section, you find your tracking code as well as information on the courier delivering your order. By clicking on the tracking code, you will be automatically redirected to the tracking page on the courier’s website - here you will be able to get up-to-date information and sign up for updates via email or text message.

Can I change or cancel my order after I have placed it?
You can change or cancel your order before midnight (GMT +0) of the day of your order. Once the order has been shipped, you won’t be able to cancel your order but will still be able to return your handbag free of charge. Please see the section below for more information.

What should I do if I receive a damaged or faulty item in my order?
Just get in touch with us at info@altari.co, through our ‘Contact Us’ section on the website or via Instagram. We will agree on next steps together; these may include a full refund or replace the handbag at no extra cost.

RETURNS

How do I return my order?
Altari offers free returns up to 30 days of the delivery date for any order. At the bottom of Altari box in which you received your order, you will find a quick and simple description for how to return your purchase. Here is a step-by-step overview of the return process:

- First, place your handbag in the dust bag and place it within the internal Altari box. Please note that we only accept returns in original condition and packaging. Please see the important information below.
- Second, extract from the internal box the adhesive document pouch and place the pre-printed return label in it. If your outer box still has a document pouch on it either cover it or remove it; only then secure the document pouch to the outer box by gently removing the protective film. Make sure the document pouch is securely closed with the waybill document and all barcodes clearly visible.
- Third, you’ll need to get the package to the courier. Here you have three options:
(1) Drop the package at a DHL Express drop box or service point at your convenience - you can find the closest ones to you here (https://www.dhl.com/en/express/shipping/find_dhl_locations.html)
(2) Get in touch with us at info@altari.co, through the ‘Contact Us’ section on the website or write us on Instagram to let us know you would like to schedule a return.
(3) Call your local DHL Express representative and book a collection on the phone directly with them. You can find the global DHL directory here (https://www.logistics.dhl/global-en/home/contact-us.html).
- Fourth, once we receive the return we will notify you. Refunds will be issued within 15 days of the return arriving at our facilities.

Important information
- Items must be returned unworn, unused and in their original condition.
- Should there be any issue or damage to your product or packaging, please let us know as soon as possible by contacting us at info@altari.co or get in touch with us on Instagram.
- We require the Altari box to be returned in original condition, this does not apply to the wrapping paper, stickers or letters, but it does apply to any additional kits (e.g. mosaic care kits provided with the shoulder bag)
- Returns are processed within two working days from receipt at the warehouse, with refunds following shortly thereafter.
- Quality assurance check will take place before all refunds are processed. The returns which do not fulfil the conditions outlined above will be rejected and sent back to the customer.

Can I exchange an item instead of returning it?
Yes, you can. If you would like to exchange an item instead of returning it please get in touch with us at info@altari.co, through our ‘Contact Us’ section of the website or via Instagram.