Frequently Asked Questions

WHEN WILL MY PARCEL BE POSTED?
We send our parcels out 3 times a week, on Monday, Wednesday and Friday. As we are only a two-person team, very occasionally we might not manage to do this. Your parcel will then be sent out at the first available opportunity. We will send you an email as soon as your item has been posted and this email will contain a tracking link for your parcel.

WHAT IF MY PARCEL IS HELD UP IN THE POST?
In our experience, Royal Mail pretty much always deliver within their stated delivery aim. Occasionally, a parcel will be delayed in the post. If this is the case, we follow Royal Mail procedure with regards to the delivery of your parcel. This means that, if there is a delay in the delivery, we will wait the Royal Mail stated time frame with regards to when a parcel is seen as lost in the system. Within the UK a parcel is seen as lost after 10 working days (Mon-Fri).
We realise you are looking forward to your new clothes/accessories, but please allow this time for your items to be delivered. By buying from us you explicitly agree to adhere to Royal Mail's delivery terms as well.

if an item is indeed lost/not delivered we will make it right by either sending a replacement or if we don't have the item you purchased in stock anymore, by offering a replacement or making a full refund.

THE TRACKING SAYS IT HAS BEEN DELIVERED BUT I HAVE NOT RECEIVED IT. WHAT CAN I DO?
We use Royal Mail, a third party, as our shipment provider. They are as you might understand completely indepedent from us. If you have not received your item but the tracking states it has been delivered we are always willing to start a query/claim with Royal Mail, but in principle a delivery confirmation is understood as the parcel having been delivered.

HOW MUCH WILL I PAY FOR POSTAGE?
Our UK postage prices are:
Royal Mail 48:  Free
Royal Mail 24 (up to 1kg):  £3.00
Royal Mail 24 (over 1kg):  £3.95
Royal Mail 48 Tracked:  £4.50
Royal Mail 24 Tracked:  £5.50

The standard mail services we use, namely RM48 and RM24 provide a tracking code, which in effect is a delivery confirmation. The tracking will only show information once an item is delivered or a delivery has been attempted. The tracked versions of these services do have full tracking available and should keep you updated during transport via email or text.

For postage prices to any other country, you can walk through checkout to get a quote before payment. We have different pricing for different countries depending on the deal we have with Royal Mail. Postage is weight based.

WHAT IF MY ITEM IS DIFFERENT TO THE PHOTO?
We try to give as much information as we can in our listing descriptions and the images we show are as true to life as we can possibly get them, but please realise that many of the items we sell are made in small batches and, when we receive a new batch, sometimes the colours or the small details have changed a tiny bit. 

It is also important to note that every screen displays colours slightly differently, so the colours may come up a bit lighter or darker depending on your screen.
If you are unhappy with what you receive, please contact us.

I AM FROM THE EU, DO I PAY IMPORT DUTIES?
We are now IOSS registered. This means all taxes are automatically calculated at the checkout stage. This means that your purchase will arrive at your door without delays at customs and no additonal charges will be added. This scheme only works for purchases upto £135/150€. Purchases above this amount will attract taxes at the point of entering your country. Please do contact us if you have any questions.

WHAT IF MY SALE IS DECLINED?
We take all the care to make sure the website is accurate at all times, we do reserve the right in the unfortunate circumstance we made a mistake in for example the price of an item, to decline a sale.

HOW DO I RETURN AN ITEM?
We really hope that you are happy with your purchase. We understand that buying clothing on the internet is a tricky business, so, if you have received your goods and you don't like them for whatever reason, you can inform of us of your intention to return them to us within 30 days of receiving your parcel. Please send us an email to make us aware of your intentions. You have no obligation to tell us why you want to return them, but we would be grateful if you did, as this might help us make the service better.
Once you have informed us of your intention to return your goods, you have 14 days to send the goods back to us. We will supply you with the return address in our reply to your email, but here is the address just in case:

Altshop UK
FAO Peter Mengerink
10 Painter House
1 Sidney Street
London E1 2HU
United Kingdom

DO I HAVE TO PAY TO RETURN MY GOODS?
The cost of returning an item is yours. You will be refunded your original purchase price and standard delivery cost (cheapest option given at checkout). Which means postage upgrades in the UK will not be refunded.

Items should be returned in the original state (i.e. re-saleable) as you received them. This means that we expect you to never have worn the clothes except for trying them on. If there are tags on the clothes, please don't remove them until you are sure that you would like to keep them. We would appreciate it that you would try out your new clothing not wearing any perfumes, deodorant or anything else that might transfer onto them. We reserve the right to charge if the item is clearly not in the original state as we sent it out (i.e. it clearly has been worn). We will always be fair, as we appreciate your custom very much and we hope you will be the same with us.

WHAT IF SOMETHING IS WRONG WITH THE ITEM I PURCHASED?
If anything goes wrong with the item in the first 30 days of receiving your item, you have the right to redress. This could be in us offering a repair, part refund, a replacement of the item or you rejecting the item, telling us that you no longer want it. If you chose the part refund or a rejection, the sale is deemed concluded. If you chose either a replacement or repair, then you have the right to one more re-dress if something is still wrong with your purchase before the sale has concluded. This is in line with the consumer rights act 2015 of the UK. We would generally ask you to send us some images of the damage to the item so that we can make a judgement on what the best course of action is regarding the problem. The cost of the redress is never greater than the original amount that you paid. In the case of an item being returned because something was wrong, we will either supply a return label or refund the return postage for the service that we request you to send it back by.

WILL MY INFORMATION BE SAFE WITH THIS WEBSITE?
Unfortunately using a platform like Shopify has implications to the data we receive. We do not have full control over it as we would like. You can read more about data consent on this page.

For the parts where we do have some control the following information is correct, but keep in mind that Shopify might still use some of your visit's data even if you have the Global Privacy Control opt-out preference signal enabled.

For you to be able to use our site, especially when buying a product from us, requires us to know a little about you.

If you're just looking, we don't need any of your private information if you just want to have a browse around our shop. We do, however, track your visit on our website for a better understanding of movement on our site and how we can improve it. We can not identify you personally from this information. We use Google Analytics for this.

Click here for an overview of privacy at Google. For more information about Google Analytics visit Google Analytics website, and to opt out of being tracked by Google Analytics across all websites visit https://tools.google.com/dlpage/gaoptout.

If you have your browser set to "Do Not Track," then we respect this and we won't track you. If you decide to make an account with us, you can also set a "Do Not Track" request via the account page.
Cookies will also be set on your computer. These are necessary to remember certain things about your visit to make the site run smoothly. Cookies are text files with little bits of information in it, for example when you first visited us.

If you purchase something from us, the information above applies to you as well. Further to this:

The information we need from you to be able to successfully deal with a purchase is your name, address details and email address. If you want your purchase to be sent to a different address than your home address, we would need this information as well. This is all the information we ask from you during the transaction. For payments, you can either pay directly via Shopify's payment system or use PayPal (www.paypal.com). Both methods mean we will never directly deal with your payment details, so your card details will never be known to us. This means that if a refund is made, the money will always return the same way we received it, by making a reversal.

You will be kept up-to-date about your purchase via email. You will generally receive two emails from us per transaction. The first one to confirm the purchase has been placed, and the second to confirm that your item has been sent out and is making its way to you. Unless there are any problems with your purchase, this is all that you would receive from us. Once you have made a purchase with us, you can change your details in your account section.

On an important note, we will never sell your details, but we will need to use your details for the arrangement of sending out your parcel. This is, of course, the sole reason that we need your information in the first place, and to be able to communicate that a parcel is on its way. We use Royal Mail's Click and Drop and your delivery details and parcel content will be read into their system.

HOW DO I CLOSE MY ACCOUNT?
Please send us a quick email to let us know that you would like to close your account. If we are still in the middle of processing your order, we will wait 30 days after the sale before we close your account to deal with anything that might have happened with regards to your sale. We will let you know when we have deleted your account. Some information will stay recorded, such as the purchases you have made, but your information will be made into an anonymous account.

WHAT HAPPENS WITH NEWSLETTER SUBSCRIPTION?
When you sign up for our newsletter, we will import your email address into MailChimp (a newsletter email service). You will not receive more than 1 email a week at the most, and likely far less than that. MailChimp does not share or sell your email address with/to anyone. We would be the custodians of your email. We will never sell or share this information with anyone else but MailChimp. You can unsubscribe to the newsletter at any given moment.

ANY MORE QUESTIONS?
If you have any further questions, please contact us on info@altshop.co.uk