FAQS

PRODUCT

How do I check if an item is in stock?

On the product page, click 'Select a Size' to check availability for each size.

Where can I find a size guide for each item?

On the product page, click 'Size Guide' to view the size chart in inches or centimeters.

How can i be notified if an item is back in stock?

If an item is out of stock, please select 'Add to Wishlist' on the product page to be notified if it comes back in stock.

Is there a warranty?

Altuzarra does not offer a warranty on 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. You can email us at customerservice@altuzarra.com, Monday–Friday 11am–6pm EST.

Can I reserve a product to buy later?

We aim to provide a fair opportunity to shop our most in-demand styles. As items are often limited, reservations are unavailable.

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?

On the ‘Sign In’ page, click 'Forgot Password'. You will be asked to re-enter your email address so that we can send you a temporary password. Once you sign 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 refer to our Privacy Policy.

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, sign in to your account, and the credit will automatically be applied to your next purchase.

ORDERS

Do I need an account to place an order? what are the benefits of creating an Altuzarra account?

We recommend creating an account to easily access your order details and save your information. For more information, please refer to our Orders and Shipping page.

Can I place an order over the phone?

Please contact our customer service team at 1-877-963-0667, Monday–Friday 11am–6pm EST to assist you in placing an order.

Can I cancel or make changes to my order?

Please contact our customer service team at 1-877-963-0667, Monday–Friday 11am–6pm EST to inquire if your order can be changed or canceled.

How will I know if you have received my order?

After you place your order, we will send an email acknowledging that we have received it. You will receive another email when your order has been verified and confirmed.

Can I get my purchase gift-wrapped?

We do not offer gift-wrapping services at this time.

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.

SHIPPING

Which payment methods do you accept?

We accept 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.

Can I use multiple methods of payment?

We only accept one (1) form of payment per order; however, where applicable, a client's outstanding credit will be applied to their next order, redeemable via the email address entered.

Will shipping and duties be refunded on return?

Please refer to our Orders and Shipping page.

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.

Which shipping methods are available and what are the fees?

Shipping costs will vary depending on the size, weight, and destination of your items. Shipping fees may vary depending on the shipping method of your choice. All relevant delivery options available for your order and destination will be displayed at checkout. For last-minute purchases, express delivery is available to most destinations.

  • United States Ground Deliveries: Complimentary shipping and return shipping
  • United States Express Deliveries: Shipping fee of $25; complimentary return shipping
  • International Deliveries: Shipping fees and methods vary by destination

Please be advised that all orders may be subject to a $10 handling fee to help cover the costs of processing your return at the warehouse.

Will I need to pay taxes and duties?

Please refer to our Orders and Shipping page for more information.

Do you offer same day delivery?

Same-day delivery is not available at this time; however for last-minute purchases, express delivery is available to most destinations.

When will I receive my order and how can I track delivery?

Please refer to our Orders and Shipping page.

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.

How do I return my order?

For a complete list of steps, please refer to our Returns and Exchanges page.

Can I return in store?

Of course. Our Madison Flagship Store is located at 959 Madison Avenue, New York, 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 1-877-963-0667, Monday–Friday 11am–6pm EST, within 14 days of 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?

Each promotion has its own specific terms. Please refer to our Terms and Conditions for more information.

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 bottom right of our homepage. Preferences can be managed in ‘My Account.’