Returns + Exchanges

The Altis & Eve Guarantee

At Altis & Eve, we curate our collections with an emphasis on craftsmanship and quality. We want your experience with every piece to be seamless. If an item doesn’t perfectly align with your expectations, our simplified return process is designed to assist you.

1. Our Return Window

We offer a graceful return period of 7 days from the date of delivery. This allows you ample time to ensure your selection complements your space or lifestyle.

• Standard Items: Eligible for return or exchange if they are in their original, unused condition with all tags and packaging intact.

• Curated Exceptions: For hygiene and safety, certain items such as personal care products, intimate apparel, or bespoke/customized pieces cannot be returned once opened or delivered.

2. How to Initiate a Return

To maintain a high-touch experience, we handle returns with personal care:

1. Request: Visit your Account Dashboard or contact our Concierge Team directly at hi@altisneve.com.

2. Preparation: Please ensure the items are securely packaged in their original boxes to prevent damage during transit.

3. Shipping: We recommend using a tracked courier service for your peace of mind. As a boutique brand, return shipping costs are currently the responsibility of the customer, unless the item arrived damaged or incorrect.

3. The Inspection & Quality Check

Once your return reaches our studio, our team will personally inspect the item to ensure it meets our quality standards.

• Items must be unworn, unwashed, and undamaged.

• If a returned piece shows signs of wear or is missing original components, we may offer a partial credit rather than a full refund, reflecting the item’s diminished value.

4. Refunds & Timelines

We respect your time and aim to process all requests swiftly:

• Processing: Once approved, your refund is initiated within 3-5 business days.

• Bank Posting: Depending on your financial institution, it may take an additional 5-10 business days for the credit to appear in your account.

• Original Shipping: Please note that original shipping fees and import duties where applicable are non-refundable.

5. Exchanges & Store Credit

If you would prefer an exchange or a store credit, please notify our team. Store credits are processed immediately upon inspection and never expire, allowing you to find the perfect alternative at your own pace.

6. A Note on Integrity

To protect the community of artisans and customers we serve, we monitor return patterns. We believe in a fair exchange of value and reserve the right to limit services for accounts that demonstrate unusual or frequent return activity.

Questions? Our Concierge Team is here to help you navigate any part of your journey. Please reach out to us on WhatsApp or Email.