RETURNS AND EXCHANGES

You have up to 14 days from reception of your order to request a return by handing it in to a Drop Off Point or Home pick-up.

If you have placed your order as a guest and would like to make a return, please send an email to help@altermade.com indicating your preferred return option and the items you wish to return.

Free return at Drop off point

1. REQUEST RETURN CODE AT ALTERMADECONCEPT.COM

If you are registered, go to the My Account section. Then go to the Purchases section, select the order that includes the product you want to return and click on View Details. Then select "Return Items". Mark the item you want to return and click on Continue With Return. 

In the section "How do you want to return the item?", choose the free drop off point available in the country where you reside to complete the online request. 

Country

Drop off point

Spain

ParcelShop GLS

After completing the request, you will receive a confirmation email with the details about their return.

Country

Process

Spain

You will receive a QR code by email that you must show at the drop off point, when you deliver your package.

2. PREPARE YOUR PARCEL

Pack your items securely, in their original packaging if possible, and with the product label still on. Returned items must be in the same condition as when you received them. 

It is important that you make sure the box is properly closed. Our medium and large boxes already come with self-adhesive tape so that you can close them securely. 

3. HAND IN YOUR PARCEL AT THE DROP OFF POINT

To do so, go to the drop off point and send your parcel.

The refund will be processed 3 to 12 working days after we receive your parcel at our warehouse.

Free home pick-up

You have 14 days after receiving your order to request a refund. To do so, you can request home collection and we will send a courier to collect your parcel:

             

1. REQUEST HOME COLLECTION AT ALTERMADECONCEPT.COM

If you are registered, go to the My Account section. Then, go to the Purchases sections, select the order that includes the product you want to return and click on View Details. Then select "Return Items". Mark the item you want to return and then click on Continue With Return. 

In the section "How do you want to return the item?", choose free at-home pick up. You can choose the same address you used for the delivery of your order or enter a new address. 

Next, you will receive a confirmation e-mail with details of your request.

Country

Process

Spain

The carrier will go to the address you have provided the following business day. You can choose between the morning or afternoon time slot.

2. PREPARE YOUR PARCEL

Pack your items securely, in their original packaging if possible, and with the product label still on. Returned items must be in the same condition as when you received them. 

It is important that you make sure the box is properly closed. Our medium and large boxes already come with self-adhesive tape so that you can close them securely.

3. THE COURIER WILL COME TO YOUR HOME ADDRESS TO COLLECT YOUR PARCEL

The courier will bring the return label at the time of delivery and stick it to your package..

In the case of returns, the refund will be made using the same payment method to purchase the item within 3 to 12 working days from the date we receive your parcel at our warehouse.

Exchanges

We do not offer exchanges. If you want to exchange an item, you can easily return the one you do not need and make a new purchase of the new one!