Returns & Refunds
Every ALTO piece leaves the atelier checked by the hands that made it. If it is not right for you, you have 30 days from delivery to return it.
Conditions
- The item must be unused, in its original condition, with its dust bag, care booklet and original packaging.
- Personalised pieces (heat-embossed initials) cannot be returned or exchanged, in accordance with Article L221-28 of the French Consumer Code — except in case of defect.
How to return
- Write to contact@altoparis.com with your order number.
- We send you a prepaid return label within 1 business day. Return shipping within the EU is complimentary.
- Once the piece is received and inspected at the atelier, your refund is issued to the original payment method within 14 days.
Right of withdrawal (EU)
In addition to our 30-day policy, EU customers benefit from the statutory 14-day right of withdrawal from receipt of the order, no justification required.
Legal guarantees
All items benefit from the French legal guarantee of conformity (2 years) and the guarantee against hidden defects. Beyond these, every ALTO piece is covered by our lifetime repair service — re-stitching, re-lining, edge re-dyeing, hardware replacement, for as long as the piece exists.
Exchanges
For a different colour or model, the fastest route is a return for refund and a new order. Write to us — we will hold the piece you want while your return travels back.