Refund policy

Please note that we are a small business and do not have the shipping and administration capacities of large online companies. This means that, in rare cases, production delays may occur.
We kindly ask you to check size information carefully before placing an order. If you have any questions, feel free to contact us at info@alteralter.store.
We are happy to help before you purchase.

Return shipping costs

For sustainability and organizational reasons, return shipping costs are always the responsibility of the customer. Quotations for return labels may vary by case, and at the moment we cannot offer flat rates on return labels. If you prefer, we can provide a prepaid return label and deduct its cost from your refund, or you can ship back with your own carrier (tracked service required).

Right of withdrawal (14 days)

We have a 14-day return policy, which means you have 14 days from the day you receive your item to request a return.
To be eligible, items must be in the same condition you received them: unworn/unused, with tags, and in the original packaging, together with the receipt or proof of purchase.

To start a return, email info@alteralter.store
Returns must be sent to:
ALTER ALTER – Francesco Dalto
Göhrener Straße 8A, 10437 Berlin, Germany

If your return is accepted, we will send you instructions and, if requested, a prepaid label (its cost will be charged to you as stated above). Items sent back without first requesting a return will not be accepted.
After approval, please ship the return within 14 days and keep the tracking. Until we receive the parcel, loss or damage in transit remains at the customer’s risk.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

We cannot accept returns of custom or personalized items (including pieces made to your specific measurements or engraved/altered on request), unless defective.
Gift cards are non-returnable.
Note: Discounted (“sale”) items are returnable under the 14-day withdrawal right, provided they are not personalized.

Exchanges

If you would like another size/length, the fastest way is to start a return as above and place a new order. For some models we can also remake the piece to your measurements — write to us and we will advise you on feasibility and timing. Return shipping costs apply.

Refunds

Once we receive and inspect your return, we will notify you if the refund is approved. If approved, we will refund to your original payment method within 10 business days (bank/card processing times may vary).
If more than 15 business days have passed since approval, please contact us at info@alteralter.store