Refunds & Returns

Returns

You are requested not to return any products to us or our manufacturer without first contacting our support service!

Returns are accepted only under the following conditions:

  • The return must be received by AltosShop within 60 days of purchase.
  • The returned item must be unworn and in new condition.
  • All returns are subject to a $5.00 restocking fee per package.

If a product requires you to choose a size at the time of purchase, please choose the size carefully. If you choose a wrong a size, contact our customer service as soon as possible before the order is fulfilled. After shipment/delivery, we will not accept any Return or Refund request if you chose the wrong size.

To return your product, you should email our customer service department FIRST and obtain a ‘Returns Number’ and find out the returns delivery address. All returns and associated shipping costs are customer’s own responsibility.

If your item is valued at over $20, we strongly suggest using a tractable shipping service or purchase shipping insurance. We CANNOT guarantee or be held responsible if we do not receive your returned item.

Items that are non-returnable are:

  • Gift cards/vouchers
  • Custom made merchandise
  • Free items

Refunds

The customer is responsible for the shipping costs associated with returning the item(s). After receiving the returned item, AltosShop will credit the customer’s account for the original purchase price minus the $5.00 restocking fee. AltosShop will not refund any customer whose order is not received because the shipping address provided during the checkout procedure was inaccurate or incomplete unless that order is classified as undelivered and returned to  AltosShop. In a case of a missing package on orders placed in the United States we will offer a refund or send out a new package, this only applies to packages that were never delivered to you. If your package was delivered but you did not receive it, it is your responsibility to contact the post office and resolve the issue. It is your responsibility to contact the post office and file a claim for the missing package.

To enable us to deal with your potential issue and possible refund, we require your receipt and proof of purchase. Please do NOT send your product back to the manufacturer. This will invalidate any guarantee and make getting a refund or replacement unattainable, as the manufacturer does NOT process or deal with this type of request.

You will not be eligible for a refund unless we receive the item back in its original condition and within the original packaging and in the same condition it was sent to you. Once we receive your returned item, it will be inspected. We will then notify you by email if the item is eligible for a refund! If your refund is approved, it will be processed and the original credit card will automatically be refunded within 5-10 business days.

Items that are non-refundable are:

  • Gift cards/vouchers
  • Custom made merchandise
  • Free items
  • Shipping costs

Replacement items (if applicable) We will only replace items that are found to be defective or damaged. Do NOT send ANY item back to us or the manufacturer. Contact the customer service department FIRST.

Cancel Order

You can only cancel your order if your order has not been fulfilled. Please be informed that a management, processing and transaction fee (25% of your total order value) will be applied for the cancellation.

Shipping & Delivery

Shipping and delivery times vary depending on the item purchased. We deliver to the United States and U.S. territories. Other locations will be delivered with International shipping rates and the delivery times will obviously be longer.

For USA, Canada, UK , Australia, NZ and EU countries:

  • Deliveries take on average 8-21 business days to USA, Canada, UK, Australia, NZ and EU countries. In some rare occasions 28+ business days.

For International Deliveries:

  • Shipping and delivery times vary depending on countries and factories location. Please allow 10-38 business days for delivery to the rest of the world.

If you do not receive your item within the specified time period, please contact our customer service department.