Returns & Exchanges
If your order is not as expected or you have made the wrong size and you would like to exchange it for another, please contact us as soon as possible at firstname.lastname@example.org, indicating your order number, full name and attaching one photo of the product you want to change and we will explain how to do it.
IN WHAT CASES CAN I MAKE A CHANGE?
In order to make the change, the following aspects must be met:
- The term to change your products is 15 calendar days from the delivery date of the order.
- The products you want to change from your order must be in perfect condition and must not have been used.
WHAT IS THE PERIOD TO MAKE AN EXCHANGE OR A RETURN?
Changes will only be accepted within 15 calendar days after the order is delivered, except for orders placed in the period from December 1 to January 6, which will be until January 15.
CAN I BUY ANOTHER PRODUCT OF A DIFFERENT PRICE?
If you have decided to change your product for a different one of a different cost, the difference will be paid by bank transfer or PayPal. In no case may they exchange articles for others of lesser value.
WHAT HAPPENS IF AT THAT TIME I DO NOT WANT TO BUY ANYTHING?
If you do not like any item at that time, do not worry, we will send you a voucher for the value of the product price, with an expiration of 6 months from the communication of the change.
HOW SHOULD I SEND THE PRODUCT TO EXCHANGE?
In any of the cases, it is essential that the products subject to an exchange are in perfect condition and without obvious signs of use, Altalena Italy reserves the right to make a partial refund or not of the amount of said product on used items or in bad condition. In no case will the original shipping costs of the order be refunded.
Please send the item using or including its original packaging as well as documentation and packaging that may accompany it.
It is the customer’s responsibility to ensure that the package arrives at our facilities in perfect condition, so we recommend that you choose a means that guarantees the integrity of the package, either by courier or by certified mail. Altalena Italy will not be responsible for lost shipments. Remember that the costs are at your expense.
Once the package arrives and after examining the item, we will notify you by email if you have the right to exchange or return.
International Changes: For changes of an international nature, our Customer Service team will inform you about the procedure and the corresponding cost.
WHEN WILL YOU SEND ME THE NEW ITEM?
We will send you the new product for which you have decided to make the change once we receive your product in our offices. Normally 2 to 3 days.
HAVE YOU RECEIVED A DEFECTIVE OR WRONG PRODUCT?
In the case of a defective product, contact us as soon as possible by sending us an email to email@example.com, indicating your order number, full name and attaching a photo of the product and we will contact you as soon as possible.
You have 15 days from receipt of the order and you must send us an image where the damage is clearly shown, and we will try to verify that the product is really defective. In the event that you have to send the product to our offices, ALTALENA will take care of the shipping costs.
In the event that your order cannot be replaced by an identical one, we will credit your account with the full amount of your order, including courier costs. Refunds will be made by bank transfer to the account that the customer provides us.
Once the refund is issued, it will be effective in a period of 2-3 business days.
HOW MUCH DOES IT COST TO MAKE AN EXCHANGE OR RETURN?
All shipping costs associated with an exchange will be paid by the buyer.
In accordance with regulations, Altalena Italy does not accept product returns, except in the case of tare or damage.
At Altalena Italy we carefully review the item before it is sent, but if exceptionally, it presents any damage, please contact us within 48 hours after receiving the order. You can send us an email firstname.lastname@example.org or call us at +39 351 6366069 (Monday to Friday from 11:00 a.m. to 7:00 p.m.).
Once the return is approved, we will contact you to process it. When we receive the item in our offices, we will send you your jewelry again.
If the chosen item is not available at that time and you do not want to exchange it for another, we will proceed to refund the amount in the same way in which you made your purchase.
It is essential that the product be returned in its original packaging and with the attached documentation to avoid possible damage during transport.
All our items are guaranteed for 30 days from the day of delivery of your order. The warranty will only apply in cases where there is a manufacturing defect, and the damage has not been caused by misuse. Our Quality department will study in detail if the damage has been caused by misuse of the parts.
If you need to use the warranty, contact us and our Customer Service will help you.