FAQs: Frequently Asked Questions

ALTANZ ships internationally to supported destinations worldwide. All orders are shipped directly from our workshop in India.

Available shipping destinations are confirmed at checkout. If your country is not available at checkout, please contact our customer support team at support@altanz.com.

For more information, please see our Shipping & Delivery Policy.

We work with professional shipping and courier partners to deliver ALTANZ orders safely and reliably.

All orders are dispatched from India. Once your order has been shipped, we will provide tracking details so you can follow its progress.

Delivery services may vary depending on the destination.

Delivery times depend on your destination, the shipping service and customs clearance, where applicable.

Estimated delivery information will be provided where available. Delivery dates are not guaranteed, and delays may occur during busy periods or due to circumstances beyond our control.

Once your order has been dispatched, you can use the tracking details provided to follow its progress.

For more information, please see our Shipping & Delivery Policy.

Orders within India

We offer free shipping on all orders within India.

International orders

Free international shipping is available on eligible orders that meet the applicable order-value threshold. Any shipping charges for orders that do not qualify for free shipping will be displayed at checkout before payment.

For full details, please see our Shipping & Delivery Policy.

We cannot guarantee delivery on a specific date. Delivery depends on the destination, courier operations and any applicable customs clearance.

You can track your shipment using the tracking details provided after dispatch.

If you have a special delivery request, please contact our customer support team at support@altanz.com. We will do our best to assist you, subject to courier availability.

If you need to modify your order, please contact us as soon as possible at support@altanz.com.

We will do our best to assist if your order has not yet been processed. Once an order has been processed or dispatched, changes may no longer be possible.

Please contact us at support@altanz.com as soon as possible if you need to change your shipping address.

We can try to update the address before your order is processed or dispatched. Once the shipment has been handed over to the courier, an address change may not be possible and will depend on the courier’s policies.

We do not currently guarantee same-day delivery. Orders are dispatched according to our processing schedule and the availability of our shipping partners.

For assistance with an order, please contact support@altanz.com.

Once your order has been dispatched, we will provide tracking details so you can follow your shipment.

Please allow some time for the courier’s tracking system to display the latest information after dispatch.

You can track your order here: Track Your Order.

If you need assistance, please contact us at support@altanz.com.

Yes. ALTANZ uses Razorpay to process domestic and international payments.

Depending on your location, currency and payment eligibility, available payment methods may include credit cards, debit cards and PayPal.

Payments are processed through Razorpay’s payment system. For your security, never share your card PIN, password or one-time password (OTP) with anyone.

If you experience any difficulty while making a payment, please contact our customer support team at support@altanz.com or visit our Contact Us page.

Your payment is charged when you place your order, once the payment has been successfully authorised and processed through our payment system.

If your payment is declined or you experience any difficulty completing your purchase, please contact our customer support team at support@altanz.com for assistance.

At checkout on ALTANZ.COM, you can view the payment methods available for your country and selected currency.

ALTANZ uses Razorpay to process domestic and international payments. Depending on your location, currency and payment eligibility, available methods may include major credit and debit cards and PayPal, where supported.

The payment options displayed at checkout are the most accurate guide to the methods available for your order.

If you experience any difficulty completing your payment, please contact our customer support team at support@altanz.com.

After placing your order, you should receive an order confirmation email at the email address provided during checkout.

If you do not receive the email, please check your spam or junk folder and verify that you entered your email address correctly.

If you still cannot find your confirmation email, please contact our customer support team at support@altanz.com. If possible, include your order number and the name used when placing the order so that we can assist you.

If your payment has been deducted but you have not received an order confirmation, please contact us so we can check your order status.

Promotional codes must be applied at checkout before you complete your order. Unfortunately, we cannot apply a discount code retrospectively once an order has been placed.

If you have any questions about a promotion or believe a discount was not applied correctly, please contact our customer support team at support@altanz.com before placing your order.

For cancellation requests, please refer to our Return & Refund Policy: https://altanz.com/return-policy. Cancellation may be possible within 24 hours of placing your order, provided it has not already been processed or shipped.

Yes, you can track your ALTANZ order.

Once your order has been dispatched, we will send you a shipping confirmation email containing your tracking details, where available, so you can follow your delivery through the courier’s tracking service.

Please note that tracking information may take some time to become active after dispatch.

You can also visit our order tracking page:
https://altanz.com/track-order

If you need assistance with your order or tracking details, please contact our customer support team at support@altanz.com or visit our Contact Us page:
https://altanz.com/contact-us

We sincerely apologise if you have received an incorrect item.

Please contact our customer support team at support@altanz.com or through our Contact Us page: https://altanz.com/contact-us.

Please include your order number and clear photographs of the item received, along with your order details, so our team can review the issue and assist you.

We will assess the situation and guide you through the appropriate next steps to resolve the issue.

For further information, please refer to our Return & Refund Policy: https://altanz.com/return-policy.

We sincerely apologise if an item is missing from your order.

Please check your package and packing slip first. If an item listed on your packing slip is missing from the package, please contact our customer support team at support@altanz.com or through our Contact Us page: https://altanz.com/contact-us.

Please include your order number and, if possible, a photograph of the items received and the packing slip. This will help our team investigate the issue and assist you.

We will review the details and guide you through the appropriate next steps.

Thank you for giving us the opportunity to resolve this for you.

Only one promotional code can be used per order. Promotional codes cannot be combined with other promotional codes unless the specific offer states otherwise.

Some promotional codes may apply only to full-price products, while certain sale or outlet products may be excluded from promotional offers. Please check the terms and conditions of your promotional code for its eligibility requirements.

If you have any questions about a promotional offer, please contact our customer support team at support@altanz.com or visit our Contact Us page:
https://altanz.com/contact-us.

How to Request a Return, Exchange or Refund

At ALTANZ, we want you to feel confident when shopping with us. If you need to request a return, exchange or refund, our customer support team is here to assist you.

1. Check Your Return Eligibility

• Orders within India: Return or exchange requests must be made within 10 days of delivery.

• International orders: Return or exchange requests must be made within 30 days of delivery.

• Items must be unused, in their original condition and returned with their original packaging.

• Personalised, engraved and custom-made products are not eligible for return or refund unless the item is faulty.

All requests are subject to our Return & Refund Policy.

2. Contact Our Customer Support Team

To request a return, exchange or refund, email support@altanz.com with your order number and a brief explanation of your request.

Our team will review your request and guide you through the next steps.

3. Return the Item

If your return is approved, our customer support team will provide instructions for sending the item back to us.

Customers are responsible for return shipping costs unless otherwise agreed. We recommend using a trackable and insured courier service. ALTANZ cannot be held responsible for items lost or damaged during return transit.

4. Refunds and Exchanges

Returned items will be inspected after receipt. Approved refunds will be issued to the original payment method, subject to our Return & Refund Policy and applicable processing times.

Exchanges are subject to product availability and any applicable price difference.

Original outbound shipping charges and gift-wrap charges are non-refundable, subject to applicable law. Import duties and taxes paid to overseas customs authorities may not be recoverable through ALTANZ. Please contact our support team if you need assistance.

Need Help?

Contact us at support@altanz.com or visit our Contact Us page.

Thank you for choosing ALTANZ.

Thank you for shopping with ALTANZ.

Every ALTANZ product is carefully inspected before dispatch. However, if you receive an item that is faulty or damaged, we sincerely apologise for the inconvenience.

Please contact our customer support team at ALTANZ Contact Us or email support@altanz.com. Include your order number and a description of the issue, along with clear photographs of the item where possible.

Our team will review your request and guide you through the appropriate next steps.

For further information, please read our Return & Refund Policy.

Personalised or engraved products cannot be returned or exchanged if you change your mind or provide incorrect personalisation details.

Please carefully check the spelling, wording, and use of uppercase and lowercase letters before placing your order. We will personalise your item according to the details you submit.

If your personalised item arrives faulty or damaged, please contact our customer support team at support@altanz.com or through our Contact Us page for assistance.

For more information, please read our Return & Refund Policy.

Please read our Terms & Conditions and Privacy Policy to learn more about how ALTANZ handles your personal information.

Depending on applicable data protection laws, you may have the right to:

• Be informed about how your personal information is collected and used.

• Request access to the personal information we hold about you.

• Request corrections to inaccurate or incomplete personal information.

• Request the deletion of your personal information or object to certain uses of it, where applicable.

To make a request concerning your personal information, please contact us at support@altanz.com or through our Contact Us page.

We will review your request and respond in accordance with applicable data protection laws and our Privacy Policy.

Sharing of Your Personal Information

ALTANZ does not sell your personal information to third parties. We may share relevant information with authorised service providers when necessary to operate our website, process orders and provide our services.

These service providers may include:

• Payment service providers that securely process payments.

• Shipping and logistics providers that deliver your orders.

• Website hosting and technical service providers that help operate and maintain our website.

• Fraud prevention and legal authorities, where necessary to protect our business, customers or comply with applicable law.

• Third-party platforms that you choose to connect with our services, where applicable.

We aim to share only the information reasonably necessary for the relevant purpose. Service providers may process your information in accordance with their own privacy obligations and applicable law.

If ALTANZ undergoes a merger, acquisition or sale of business assets, personal information may be transferred as part of that transaction, subject to applicable legal requirements.

Our website may also contain links to third-party websites. These websites have their own privacy policies, and we encourage you to review them before sharing personal information with them.

For more information about how ALTANZ collects, uses and protects your information, please read our Privacy Policy or contact us at support@altanz.com.

We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, including processing orders, providing customer support, maintaining business and financial records, resolving disputes, preventing fraud, and meeting applicable legal obligations.

The retention period depends on the type of information, the purpose for which it is used, and any applicable legal or regulatory requirements.

When personal information is no longer required, we will take appropriate steps to securely delete it, anonymise it, or otherwise make it inaccessible, subject to any legal obligations to retain it.

You may contact us at support@altanz.com or through our Contact Us page to ask about your personal information or submit a request concerning it. We will review your request in accordance with applicable data protection laws and our Privacy Policy.

We use the personal information we collect for the following purposes:

• Processing orders: To process your purchases, arrange delivery, handle payments and provide order-related support.

• Customer service: To respond to your questions, resolve issues and communicate with you about your orders.

• Personalisation: To fulfil personalisation or engraving requests according to the details you provide.

• Website operation: To maintain, secure and improve our website and provide a smooth shopping experience.

• Order and service updates: To send order confirmations, shipping notifications and important information about our services.

• Marketing communications: To send information about ALTANZ products, offers and promotions where permitted by applicable law and, where required, with your consent. You can unsubscribe from marketing emails at any time.

• Fraud prevention and security: To help detect and prevent fraudulent transactions, protect our customers and maintain website security.

• Legal and regulatory obligations: To maintain necessary business records and comply with applicable laws and regulations.

• Business improvement: To understand how customers use our website and improve our products, services and shopping experience, where permitted by applicable law.

We use personal information only for relevant purposes and take appropriate steps to protect it. For more details about how your information is handled, please read our Privacy Policy or contact us at support@altanz.com.

We may collect, process and retain the following types of personal information when you use ALTANZ.COM:

• Contact and delivery information: Your name, email address, telephone number, billing address and shipping address when you place an order or contact us.

• Order and transaction information: Details of products purchased, order history, personalisation requests, delivery details and information needed to manage your orders.

• Payment-related information: Payment status and transaction details needed to process and manage your purchase. Payments are processed through our payment service provider. We do not intentionally collect or store full payment card details unless expressly stated in our applicable payment arrangements.

• Customer communications: Information you provide when contacting our customer support team, including enquiries, complaints and correspondence relating to your orders.

• Website and technical information: Information such as your IP address, browser type, device information and website usage data, where collected through our website, server logs or enabled technologies.

• Marketing preferences: Your preferences and consent relating to marketing communications, where applicable.

• Personalisation details: Text, initials or other details you submit when requesting a personalised or engraved product.

We collect information that is relevant to fulfilling orders, providing customer support, operating and securing our website, and meeting applicable legal obligations.

Please avoid sending payment card security codes, passwords or other sensitive authentication information through customer support messages.

For more information about how we use, protect and retain your personal information, please read our Privacy Policy or contact support@altanz.com.

ALTANZ is committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains how we collect, use, store and share personal information when you visit ALTANZ.COM, place an order or contact us.

ALTANZ is operated by Apex Interglobal Pvt Ltd, based in Chennai, Tamil Nadu, India. In this FAQ, “ALTANZ”, “we”, “us” and “our” refer to the company operating the ALTANZ website.

When you use our website or purchase our products, your personal information is handled in accordance with our Privacy Policy and applicable data protection laws.

Please read our Terms & Conditions for the terms governing your use of our website and services.

If you have questions about how your personal information is handled, please contact us at support@altanz.com or through our Contact Us page.

We may update our Privacy Policy from time to time to reflect changes in our business, website, services or applicable legal requirements.

Any revised Privacy Policy will be published on our website, along with an updated effective date where appropriate. We encourage you to review the policy periodically to stay informed about how ALTANZ handles your personal information.

Where required by applicable law, we will provide notice of significant changes or obtain any necessary consent.

If you have questions about our Privacy Policy, please contact us at support@altanz.com.

You can unsubscribe from ALTANZ marketing emails at any time by clicking the “Unsubscribe” link included in the email. Please note that you may continue to receive emails that were already being processed when you unsubscribed.

It is important that the personal information we hold about you is accurate and up to date. If your name, email address, delivery address or other personal details change, please contact us so we can update our records where appropriate.

For assistance with your personal information or data preferences, please email support@altanz.com or visit our Contact Us page.

If your ALTANZ leather product gets wet, gently blot away excess moisture with a clean, soft, absorbent cloth. Do not rub the leather.

Allow the product to dry naturally at room temperature, away from direct sunlight, radiators, hairdryers or other sources of heat. Avoid stretching or handling the leather excessively while it is wet.

Once the product is completely dry, follow the care instructions appropriate for its particular leather finish. Do not apply leather cream or other conditioning products unless they are suitable for that type of leather.

If the leather develops stains, marks or changes in texture after getting wet, contact a professional leather-care specialist for advice.

General Leather Care

With proper care, your ALTANZ leather accessory can be enjoyed for many years. Follow these simple guidelines to help maintain its appearance and condition.

• Keep it dry: Protect your leather product from rain and excessive moisture. If it gets wet, gently blot it with a clean, soft cloth and allow it to dry naturally at room temperature.

• Avoid heat and direct sunlight: Keep your product away from radiators, hairdryers and prolonged direct sunlight, which may cause the leather to dry out or fade.

• Avoid abrasive surfaces: Take care to prevent scratches, scuffs and unnecessary friction.

• Keep away from cosmetics and chemicals: Avoid direct contact with perfumes, cosmetics, sunscreen, alcohol-based products and household cleaning agents, as these may stain or damage the leather.

• Clean gently: Use a clean, soft cloth to remove dust and light surface dirt. Avoid soap, solvents and harsh cleaning products.

• Use care products cautiously: Different leather finishes require different care. Do not apply wax, cream or conditioner unless it is suitable for your particular leather finish. When in doubt, consult a professional leather-care specialist.

Natural Characteristics of Leather

Leather is a natural material. Minor variations in colour, texture and grain, as well as small natural markings, may occur. These characteristics are part of the individuality and natural beauty of genuine leather.

For specific care advice, please refer to the guidance for your product’s leather finish.

How to Care for Your Velvet Product

Velvet is a delicate material that requires gentle care to help maintain its appearance and texture.

• Avoid heat and prolonged sunlight: Keep your velvet product away from high temperatures and prolonged direct sunlight, which may affect its colour and texture.

• Protect the pile: Avoid placing heavy objects on the velvet or storing it against surfaces that could flatten, crush or mark the pile.

• Handle gently: Avoid rubbing the velvet, as this may damage its texture or cause uneven patches.

• Store carefully: Store your product in a clean, dry place where it will not be compressed or exposed to excessive moisture.

• Professional cleaning: If your velvet product needs cleaning, consult a professional cleaner experienced in caring for velvet and delicate materials.

With appropriate care and storage, you can help preserve the appearance and texture of your velvet product for years to come.

How to Care for Your Suede and Nubuck Leather Products

Suede and nubuck have delicate, textured surfaces that require extra care to maintain their appearance.

• Avoid colour transfer: Suede and nubuck may transfer colour onto lighter materials. Avoid prolonged contact with light-coloured fabrics and surfaces that may transfer dye onto your product.

• Protect from the elements: Keep your product away from prolonged direct sunlight, excessive heat and humidity. Avoid wearing or carrying it in heavy rain.

• Avoid stains: Water, oil, makeup, perfumes and other coloured substances may stain suede and nubuck. Some stains can be difficult to remove.

• Clean gently: For light surface dirt, allow the material to dry completely before gently brushing it with a clean suede brush suitable for the finish. Avoid rubbing aggressively.

• If it gets wet: Gently blot excess moisture with a clean, soft cloth and allow the product to dry naturally at room temperature. Keep it away from direct heat. Once completely dry, gently brush the surface if appropriate.

• For stubborn stains: Consult a professional leather-care specialist experienced in suede and nubuck. Avoid household cleaners or untested cleaning products.

Suede and nubuck have distinctive textures that are part of their natural character. With careful handling and appropriate storage, you can help preserve their appearance over time.

For further assistance, please contact our customer support team at support@altanz.com or visit our Contact Us page.

How to Care for Your Metallic Finish Leather Product

Metallic finishes are created through a delicate finishing process. With regular use, the finish may develop minor variations or scratches over time. Natural ageing, wear or damage may also affect the appearance of the finish.

To help preserve the appearance of your metallic leather accessories, please follow these care recommendations:

• Store carefully: When not in use, keep your product in its dust bag or storage box, away from direct sunlight and excessive heat.

• Keep dry: Avoid exposure to water and moisture, as these may affect the metallic finish.

• Clean gently: Wipe the surface with a clean, soft, slightly damp cloth when necessary. Allow it to air-dry naturally.

• Avoid harsh products: Do not use solvents, household cleaners, abrasive cloths or untested leather-care products, as these may damage the finish.

• Prevent scratches: Avoid contact with rough or abrasive surfaces, which may scratch the metallic coating and expose the underlying colour.

Metallic leather has a distinctive finish that may change naturally with use. Gentle handling and appropriate storage will help maintain its appearance over time.

For further assistance with product care, please contact our customer support team at support@altanz.com or visit our Contact Us page.

How to Care for Your Handbags, Travel Bags & Briefcases

ALTANZ leather bags and briefcases are crafted for everyday use and lasting enjoyment. With proper care, you can help preserve their appearance, shape and functionality over time.

• Avoid overfilling: Do not exceed the bag’s intended capacity. Overfilling can distort its shape and place unnecessary strain on stitching, zips, handles and metal hardware.

• Distribute weight evenly: Arrange your belongings evenly inside the bag to help maintain its shape and balance.

• Carry heavy items carefully: Before carrying laptops or other heavy items in a briefcase, check that the product is designed to accommodate them.

• Protect from moisture and heat: Keep your bag away from excessive moisture, direct sunlight and prolonged exposure to heat.

• Clean gently: Wipe the surface with a soft, clean cloth. Use only suitable leather-care products for the specific leather finish.

• Store properly: When not in use, empty the bag, store it in its dust bag where provided, and keep it in a cool, dry place. Avoid placing heavy objects on top of it.

Leather is a natural material, and minor variations in colour and texture are part of its character. Gentle handling and proper storage will help maintain your bag’s appearance over time.

For further assistance, contact us at support@altanz.com or visit our Contact Us page.

How to Care for Your Silk Product

Silk and silk-blend fabrics are delicate materials that require gentle handling to maintain their appearance.

• Avoid abrasion: Keep your silk product away from rough or abrasive surfaces, as these may snag or damage the fabric.

• Protect from excessive wear: Silk finishes may be delicate, so handle your product with care and avoid unnecessary friction.

• Follow care instructions: Always follow the care label supplied with your product. Professional cleaning, where recommended, should be carried out according to the label instructions.

• Be aware of colour changes: Some silk fabrics may experience slight colour changes during cleaning. Following the recommended care instructions helps reduce this risk.

With appropriate care and handling, you can help preserve the appearance of your silk product over time.

For assistance with product care, please contact us at support@altanz.com or visit our Contact Us page.

Our Repairs Service

At ALTANZ, we believe exceptional craftsmanship deserves lasting care. Our leather goods are designed to be enjoyed for years to come, and our repair service reflects our commitment to the quality and longevity of every piece.

Our Lifetime Craftsmanship Guarantee covers qualifying defects in workmanship that affect a product’s functionality under normal use. These may include stitching failures, construction faults or structural defects resulting from workmanship. Normal wear and tear, natural leather ageing, scratches, accidental damage and damage caused by misuse or improper care are not covered.

Where possible, our artisans will repair the product using matching materials and hardware, or the closest suitable alternatives available. Hardware repairs or replacements may be offered for a reasonable service fee. If a product cannot reasonably be repaired, ALTANZ will assess the case and determine an appropriate resolution in accordance with our Lifetime Craftsmanship Guarantee and applicable consumer law.

For products or repairs that fall outside the guarantee, we may offer chargeable repairs, subject to assessment, feasibility and parts availability.

Requesting a Repair

To request a repair, please contact our Customer Service team through our Contact Us page or email support@altanz.com. You may also call us on +91-9841906666.

Please provide your order number, a description of the issue and clear photographs of the product. Proof of purchase will help our team assess your request.

Please obtain our approval and return instructions before sending any product to us. Customers are responsible for arranging and paying for shipping the product to ALTANZ. For international shipments, customers must follow the shipping and customs instructions provided by our team.

Where a craftsmanship defect is confirmed and a repair is approved under the guarantee, the repair itself will be carried out at no charge. Return-shipping arrangements and any applicable customs or import charges will be communicated before the repair proceeds.

For chargeable repairs, we will provide a quotation for your approval before beginning work. Repair timelines depend on the nature of the issue, availability of materials and hardware, and the complexity of the repair. Our team will advise you of the expected timeframe once the product has been assessed.

Hardware Component Requests

Where suitable replacement components are available, we may be able to help you replace small hardware parts yourself. Please contact our Customer Service team with your order details and photographs of the component. Our team will assess the request and, where possible, provide the appropriate replacement component and guidance for installation.

Component replacements may involve a service fee, particularly where the request falls outside the Lifetime Craftsmanship Guarantee. Availability, shipping arrangements and delivery times depend on the component required and the destination.

For full details of coverage, exclusions and service procedures, please read our Lifetime Craftsmanship Guarantee.

Let’s Make It Personal

Add a personal touch to your ALTANZ leather accessory with our personalisation service. Emboss your initials or chosen text to create a meaningful gift or make your accessory uniquely yours.

Personalisation Options

Personalisation is available on selected ALTANZ products. Depending on the product, you can choose the placement of your embossing, enter your chosen text and select from the available embossing finishes.

Available finishes may include:

• Gold foil

• Silver foil

• Blind embossing (without coloured foil)

The available options and character limit are displayed on the relevant product page. Please check your spelling, wording and use of uppercase and lowercase letters carefully before placing your order. We will personalise your product according to the details you submit.

Positioning

Personalisation placement depends on the design and available space of each product. Please select from the positioning options shown on the product page.

If you have a question about personalisation placement or character limits, please contact our customer support team at support@altanz.com or visit our Contact Us page.

Pricing

Personalisation charges are displayed on the relevant product page or during the ordering process, where applicable. If you have a special request that is not listed, please contact our customer support team before placing your order.

Leather Types

Some leather finishes or textured surfaces may not be suitable for embossing. Please check the personalisation options available for your selected product or contact us if you are unsure.

Processing Time

Personalisation may require additional processing time before dispatch. If an additional processing period applies to your order, our team will advise you where appropriate.

Returns on Personalised Products

Personalised or engraved products cannot be returned or exchanged if you change your mind or provide incorrect personalisation details. If your personalised item arrives faulty or damaged, please contact our customer support team for assistance.

Please read our Return & Refund Policy for full details.

Special Requests

For enquiries about custom personalisation or corporate gifting, please contact us through our Contact Us page. Our team will review your request and advise you on the available options.