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  • What are the ways I can contact you?
    You can reach out to us via the following channels: WhatsApp / call: +31 85 401 9793 E-mail: support@altum.fashion Instagram: altum.fashion
  • How do I know an e-mail is coming from you, and not a phishing attempt?
    Our e-mails are distinguishable through the following characteristics: E-mails we send ourselves always: End in @altum.fashion E-mails sent by our order system always: End in @my.store-emails.com End with " Need assistance? Contact us. We'll do everything we can to make sure you have a great experience with us. Call us: +31 085 109 1033 Email us: support@altum.fashion This email was sent by Altum Fashion https://www.altum.fashion/" Not sure about an e-mail? Forward the e-mail to support@altum.fashion. We'll get back to you as soon as possible.
  • How do I return an order?
    Items can be returned within a 14 day window after the product has been received, for any reason whatsoever. If you return the product for any reason other than quality issues, you will have to pay the postage for the return. If there is a problem with the quality of the item, Altum Fashion will cover the cost of the return postage. In both cases, the money you spent will be redeposited in your account within 14 days of the return process being initiated. You can fill out the return form at altum.fashion/returns, or through the 'orders' tab from your account.
  • Why haven't I received a confirmation e-mail?
    A lot of e-mail platforms place these kinds of e-mails in the spam folder. Please check your spam and non-priority mailboxes. Does the problem still persist? Please reach out to us so we can help you as soon as possible and send you the confirmation manually.
  • Where do I track my shipment?
    It may take a few days before your order is actually shipped, because we don't manufacture your items until you've placed an order. This is why you might have to wait for the e-mail with tracking info. For those with an account, you can also track your order through the "my orders" tab of your account page. If it's been longer than 3 business days and you still haven't received your tracking info, please reach out to us so we can track down the status of your order.
  • The tracking info shows that my order has been delivered, but I haven't received it?
    This happens a lot more often than you might think. PostNL, our usual last-mile deliverer, often has issues tracking internationally shipped orders. The bottom line is: If the order's status is 'delivered' but you haven't received it, the package should be dropped off for collection at the closest/usual PostNL package point. If the package point doesn't have the package either, please send us an e-mail so we can contact the delivery company and sort out where your order is.

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