FAQs

We are delighted to say we ship worldwide, almost all countries

For any Queries,Pls contact our customer care at www.altanz.com/contact-us

Shop with Confidence

ALTANZ.COM has partnered with highest quality shipping companies for domestic and International shipments.Most of the International Shipment is done through DHL / FEDEX. Domestic shipment is mostly handled by BLUEDART EXPRESS.

You can also Track your orders

Most of the Parcels are delivered between 9.00am-5.30pm and will require a signature on delivery.

Please kindly ensure there is someone to accept and sign for delivery.

We also regret that we cannot deliver to BFPO and APO addresses.

During busy periods such as Sale time, Valentines, Mothers Day, Fathers Day and Christmas, please allow an additional 1-2 days for despatch.

You can track your order here: www.altanz.com/track-order

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We proudly offer complimentary worldwide shipping for orders surpassing a specific threshold. For those purchases that don’t meet the criteria for free delivery, shipping costs will be clearly detailed and applied at the checkout page, ensuring full transparency before you complete your transaction.

For any Queries,Pls contact our customer care at www.altanz.com/contact-us

Unfortunately, we cannot specify an exact delivery date.

We will provide you with regular updates by your preferred communication method as to when your shipment will be delivered.

Alternatively, you can check the status of your delivery now by clicking the link below.

www.altanz.com/track-order

For any Queries,Pls contact our customer care at www.altanz.com/contact-us

Pls contact our customer care at www.altanz.com/contact-us

Once the shipment is picked up by our shipping partners then it will not be possible to change the shipping address.

Also once the tracking number is given to you through email then you can try contacting our shipping partner’s customer care regarding change of address.

You can contact us for more queries at www.altanz.com/contact-us

We are extremely sorry to say that same day delivery is not possible.

Yes you can track order

Normally after you place order , We will send you an email to confirm that your order has been despatched. This will contain a tracking number to allow you to track your delivery directly with the courier.

Please note that sometimes it can take some time from the despatch confirmation being received for the tracking number to be live on the couriers website.

Track your order here: www.altanz.com/track-order

For any queries, please contact us at www.altanz.com/contact-us

Yes, shopping on ALTANZ.COM online is completely safe and secure.

All payments are processed through world-class payment gateways like for international payment PAYPAL AND STRIPE is used and for domestic payment RAZORPAY is used.

Also SSL certificate ensures the information sent between your computer and our server is kept private. This means your credit card number is scrambled during the transaction process and, unlike in a traditional store, no human ever comes into contact with your credit card number during the approval process.

THE Payment is charged at the time your order is placed, after security checks from your bank issuer and ALTANZ.COM have been authorised.

At the time of checkout on ALTANZ.COM, you can see all payment methods for your country in your currency. For international payment method , We currently accept all major credit and debit cards, Apple Pay and PayPal. However, we regret that we are unable to accept Electron, Diners Club, or Discover Card. International payment is processed by PAYPAL and STRIPE. Domestic payment is processed by RAZORPAY.

Normally, after placing your order,You should receive an order confirmation email within 30 minutes.

If you do not receive this email it may have been caught by your SPAM filter, or there might have been a typing mistake when you entered the email address.

If a confirmation email has not been received within 24 hours, please contact our Customer Services Team  on +91-9841906666 

Unfortunately, once your order has been submitted we are unable to add this retrospectively.

Please note that we cannot cancel any orders after they have been placed.

Please contact our customer service team at +91-9841906666

Yes you can track order

Normally after you place order , We will send you an email to confirm that your order has been despatched. This will contain a tracking number to allow you to track your delivery directly with the courier.

Please note that sometimes it can take some time from the despatch confirmation being received for the tracking number to be live on the couriers website.

Track your order here: www.altanz.com/track-order

For any queries, please contact us at www.altanz.com/contact-us

We are extremely sorry to hear that you have received the incorrect item.

Normally we check carefully the order placed by you and while packaging for shipment we recheck with the order slip and then its shipped by our shipping partners. In any case if you have received wrong item Please may we kindly ask you to follow our free Returns procedure which is detailed in the link below:

https://altanz.com/returns-and-refund-policy

As soon as we have received the item, we will process an urgent exchange for the correct item. 

For any queries, please contact us at www.altanz.com/contact-us

We always strive to make sure that all items are checked as per Order slip and Packing slip before shipment.

If this is not the case and an item is included on your packing slip but is not present in your package then we are sorry to hear this is the case.. We can completely appreciate how disappointing this has been and most certainly not the experience we would wish our customers to have.

Please may we kindly ask you to contact our customer services team on +91-9841906666 or contact us immediately at www.altanz.com/contact-us and one of our Customer Service Agents will be happy to assist you further.

Unfortunately, per transaction only one promotional code can be used and cannot be used in conjunction with another.

All offer codes apply to full price products only. Also some of the sale and outlet products are excluded from qualifying for any online promotional codes and their associated discounts.

For any queries, please contact us at www.altanz.com/contact-us

How to Return an Item for Exchange or Refund

At ALTANZ.COM, your satisfaction is our priority. We understand that sometimes, an item might not meet your expectations, or you may change your mind. That’s why we’ve made our return process as simple and hassle-free as possible. Here’s how you can return an item for an exchange or refund:

Step 1: Review the Return Policy Before initiating a return, please ensure that your item meets our return criteria:

• The item is in its original, unused condition.
• It is within 14 days from the date of delivery.
• All original tags, packaging, and accessories are intact.

Step 2: Initiate Your Return To start your return process, please follow these steps:

1. Visit our website and log into your account.
2. Go to “My Orders” and select the item you wish to return.
3. Click on “Request a Return” and fill out the form, indicating if you prefer an exchange or refund.

Step 3: Pack Your Item Carefully pack the item in its original packaging, including any accessories, tags, and manuals that came with the product. Ensure the package is secure to prevent any damage during transit.

Step 4: Ship the Item Back to Us

• For your convenience, we will provide a pre-paid shipping label via email.
• Attach the label to your package and drop it off at the nearest shipping center.
• Please note that return shipping fees may apply, depending on the reason for the return.

Step 5: Receive Your Exchange or Refund

• Once we receive your returned item, we will inspect it to ensure it meets our return policy criteria.
• For exchanges, we will ship your new item within [insert number of days] business days and notify you with the tracking details.
• For refunds, we will process the refund to your original payment method within 14 business days. Please note that it may take additional time for your bank to credit the amount to your account.

Need Help? If you have any questions or need assistance with your return, our customer service team is here to help. You can reach us at [insert contact information], and we’ll be happy to guide you through the process.

Thank you for shopping with ALTANZ.COM. We appreciate your business and look forward to serving you again.

Additional Notes

• We reserve the right to refuse an exchange or refund if goods are not returned in a resalable/original condition or are missing packaging material.
• Allow up to 14 working days for your return/exchange to be processed, which may be extended during busy periods.
• Please note that refunds will not include the cost of Luxury Gift Wrap.
• We are unable to offer an exchange or refund on personalized or engraved items unless the product is faulty.
• International customs duties and sales taxes are not refunded for shipments outside India.
• Refund terms are subject to change under exceptional circumstances at the discretion of the company.
• This return policy does not affect your statutory rights.
• For more details on our Terms & Conditions, please visit: www.altanz.com/faqs

Thank you for shopping at ALTANZ.COM.

We do hope you are delighted with your recent purchase or gift on ALTANZ.COM.

We always make sure that our products are made perfectly and in no case its imperfect.We follow strict quality check. Also before shipment we make sure that the product is quality is rechecked and then only it goes for shipping.

Also in case you received a faulty product , We are extremely sorry to hear that and We completely appreciate how disappointing this has been and most certainly not the experience we would wish our customers to have.

Please may we kindly ask you to contact us at www.altanz.com/contact-us

Please go through Returns & Refund Policy

We are extremely sorry to say that We are unable to offer an exchange or refund on any items that have been personalised or engraved.

Please ensure you check all spelling, grammar, punctuation and the use of capital and lower case letters when adding personalisation to your order as we will personalise exactly same to same which you have requested for and we cannot accept returns of products that have been personalised.

Please go through our Terms & conditions  and Privacy Policy

The General Data Protection Regulation provides for rights for you regarding your personal information to:

• Be informed about how your personal information is being used

• Access the personal information we hold about you

• Request a change to the personal information we hold about you

• Request that we delete your data, stop collecting or processing it

If you would like to update, correct or access the personal data we hold about you, please contact us on www.altanz.com/contact-us or +91-9841906666.

Our Customer Service Phone Lines are open:

09:00 – 17.30 Monday – Saturday

CLOSED – Sunday

We do not sell any of your personal information to third parties. We do not disclose your personal information to third parties for marketing purposes.

We minimise the amount of personal information we disclose to what is directly relevant and necessary, and so we may disclose your personal information to authorised third party service providers who help us to provide our services such as:

• Companies involved with the payment and logistics of your purchase, such as payment service providers, fulfilment providers to facilitate order management, and delivery companies.

• Professional service providers who help us run our business, such as website hosts and marketing agencies.

• Credit reference agencies, law enforcement and fraud prevention agencies, in an effort to prevent fraud.

• Third party sites approved by you, such as social media sites (if you choose to link your accounts to us).

If we were to be acquired by another company or decided to sell any parts of our business, we may also need to share your personal data with the buyer of those parts of the business. In those circumstances, we will make sure that any new buyer agrees to follow this Privacy Policy with respect to your personal information and will promptly give you details of how they will use your personal data, and your options for changing that.

Our site may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

We will not retain your personal information for longer than necessary for the purposes set out in this policy and will determine the maximum retention period of any personal information we hold with regard to our legitimate interests to retain data and our obligation under GDPR to minimise the data we hold.

In general, unless we receive a request to delete the information earlier we will retain your personal information for seven years following the most recent interaction we’ve had with you, for example the most recent purchase or when you most recently engaged with us via our marketing channels.

Once the information reaches its disposal date it will be deleted from our systems, physically destroyed or put beyond use if not permanently deleted.

We use the personal information we collect to:

• Process your orders effectively.

• Make your shopping experience with us as quick and as simple as possible.

• Inform you of Aspinal of London offers or new products that may be of interest to you or events that may be happening in a store close to you, where you have consented to be contacted for such purposes.

• Send you product catalogues.

• Ensure that content from our site is presented in the most effective manner for you and for your computer.

• Carry out our obligations arising from any contracts between us.

• Allow you to participate in interactive features of our service when you choose to do so.

• Notify you about changes to our service.

• Help to protect you from fraud (for instance we may carry out identity verification, credit or anti-fraud checks against your name using third party databases, which may involve disclosure to registered credit reference or fraud prevention agencies who may retain and use your personal information), carry out analysis and to help us manage our business, statutory returns and legal and regulatory compliance.

• We may use your personal information for our internal marketing and demographic studies, together with non-personal data to consistently improve our site design and customer communication to better meet our visitors’ needs and to enhance the overall service we provide to our customers.

We may collect, process and retain the following types of personal information:

• Information that you provide when ordering products online at www.aspinaloflondon.com (“our site”), over the phone with our customer services team, or in one of our stores. We will also ask for contact details including your telephone number so that we and/or our nominated courier can call you if there’s a problem (i.e. if a courier has a problem delivering).

• Details of transactions you carry out through our site, or over the phone or in one of our stores and of the fulfilment of your orders.

• If you contact us, we may keep a record of that correspondence and record conversations to resolve order queries or for training purposes.

• We may also ask you for other information, for example:

• Category preferences, age and any special dates (such as birthday and anniversary) which will be used to enhance our service to you.

• Information when you enter a competition or promotion sponsored by us.

• We may also ask you to complete surveys that we use for research purposes.

ALTANZ.COM are committed to protecting and respecting your privacy. This Privacy Policy (together with our terms and conditions and any other documents referred to in it) explains how we collect and process your personal information, and your options regarding the ways in which your personal information is used.

We may update this Privacy policy from time to time. If we do so the amended Privacy policy will be posted on the Website so please check this page regularly for changes to this policy, and if needed we will e-mail you with details of those changes and ask you to confirm that you are happy with them.

You may unsubscribe from our marketing communications by clicking the “unsubscribe” link in any communication that we send to you by email. Please also note that while your request is being processed, for a brief period you may continue to receive communications which are already on their way to you.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

In any situation if a leather product gets wet, Don’t worry. Blot with a soft, absorbent cloth and leave to dry naturally, in a normal  place. Please be aware that force drying will damage the product as will over stretching.

When the leather is dry apply a neutral leather cream to restore back to original condition.

GENERAL CARE

We recommend that you observe the following instructions, so you can enjoy your leather products for many years to come.

You should avoid contact with abrasive surfaces, keep your product dry and protect it from direct sources of heat (radiators, car interiors in summer). Avoid contact with toiletries, cosmetics and sun cream.

To clean your product, wipe it with a soft and dampened cloth. Never use soap or solvent.

Take immediate action if the leather gets wet. Wipe with a soft cloth and leave to dry naturally in a cool dark place.

Store leather away from direct sunlight to prevent the colour fading, you may also wish to feed it from time to time with a little leather wax.

Leather is a natural material, so you may find the surface shows some minor variations in colour or even the occasional small imperfections. This is part of the natural beauty of leather.

Velvet is a delicate, luxury fabric and needs to be treated with care. Avoid high temperatures and prolonged exposure to light. Ensure the pile is smoothed into its natural direction.

We would advise to make sure that when storing your bag it is not resting on anything else which could flatten or mark the pile.

As with other “finished” fabrics, Velvet is not intended for everyday use, as continual use will wear down the pile of the fabric and may cause patches.

Do not rub velvet in any direction. To clean, contact a specialist professional dry cleaner.

We wish you years of enjoyment using our products and look forward to serving you in the future.

All materials and hardwares used in manufacturing a product are sourced for their exceptional quality and are tested extensively prior to sale. We follow strict quality check.

However, the delicate material used on this product such as suede or nubuck may need extra attention and care to maintain it’s quality.

It is possible that it may transfer colour onto lighter materials and similarly, avoid contact with any materials which may transfer their colour pigments on to the product.

These unique textures require that extra consideration when worn during inclement weather. Please keep your bag away from prolonged sunlight, heat and humidity.

Exposure to water, oil, makeup and permanent dyes can unfortunately stain suede and nubuck products and its difficult to remove those stains.

In the event that your product does get wet or soiled use a suede brush to gently lift the nap and remove superficial dirt from the surface, allow damp spots to dry naturally.

ALTANZ.COM cannot assume responsibility for the eventual deterioration and mishandling of the product.

We wish you years of enjoyment using our products and look forward to serving you in the future.

Given the delicate production process you might notice variance in the finish and the finish may scratch over time. As with all leathers, the skins will age naturally so the print and finish may fade, or you may notice the base colour show through if the product becomes damaged.

To keep your bag and accessories looking its best, store in a box or dust bag when not using it and avoid water and prolonged exposure to harsh sunlight.

To make sure the finish stays looking as good as possible, please don’t use any solvents or cleaning products on your metallic bag and accessories. The best way to clean it is with a soft and slightly damp cloth.

The finish can scratch, so try to avoid any contact with any abrasive surfaces. ALTANZ.COM cannot assume responsibility for the eventual deterioration and mishandling of the product.

We wish you years of enjoyment using our products and look forward to serving you in the future.

All our leather bags and business cases are designed to carry full loads of documents but we do not advise overfilling them – they may lose their shape and this can cause unnecessary strain on zips and other metal components. We do not recommend our briefcases are used to carry heavy laptops, unless otherwise stated.

As with other “finished” fabrics, the silk or any silk blends should not be worn for everyday use. The finish can snag, so try to avoid any contact with any abrasive surfaces.

It is typical of silk that, when dry cleaned, lightening or even darkening of the colour may occur, therefore we do recommend you follow the care label instruction.

We hope you understand ALTANZ.COM cannot assume responsibility for the eventual deterioration and mishandling of the product.

We wish you years of enjoyment using our products and look forward to serving you in the future.

Our Repairs Service  

All our products are made to last for  lifetime. We always strive to manufacture world class leather goods . We pride ourselves on designing timeless products built to last for generations. We encourage our customers to keep their ALTANZ products for a lifetime, this is made possible through our warranty and repairs service. We offer a one-year warranty against manufacturing faults for the majority of our products. In the rare event one of our product fails (excluding normal wear and tear) including all stitching, zips, metalwork, handles or corners, you can return it to us for repair at no cost. Our artisans take great care when repairing each piece, we are often able to replicate the leather and hardware used originally or will offer the closest possible match. In the event of a product being unrepairable to its former standard, we’ll offer a replacement free of charge. 

If your item is out of warranty and/or no proof of purchase can be provided or located to confirm otherwise, we are still more than happy to help you with your repair however this would be a chargeable process.  

To register your product for repair, please contact our Customer Service team at www.altanz.com/contact-us by telephone on: +91-9841906666 or feel free to visit us. When enquiring about a repair, please try to have your proof of purchase to hand if possible. When contacting our Customer Service team directly, you will be provided with a repair form as well as a return label for repairs to be conducted under warranty, and shipping instructions for those outside of warranty.  

Once our repair team have received the item, please allow 2 weeks for the assessment to be completed and for the repair to commence. For chargeable repairs, we will provide you with a quote before commencing the repair, to ensure you are happy to proceed. 

Please allow 8-10 weeks for completed repair to be returned.  

Hardware Component Request  

We offer a convenient component request service that allows you to replace small parts of our hardware at home should this be required. Please contact our Customer Services team who will identify the relevant piece of hardware and send out a replacement, with a guide of how to secure yourself at home. If your product is out of warranty, there may be a modest charge for the replacement component.  

Please allow 4 weeks from your initial contact with Customer Services for the component to reach you.   

On most of our leather accessories, We offer Here at ALTANZ.COM embossing service.
You can add initials, names, dates or special messages to create a truly unique, thoughtful and sentimental gift that will be cherished for years.

Leather gifts can be personalised as standard with up to 6 characters. Longer personalisation can be requested depending on the product and personalisation required for an additional charge upon request. Characters can be embossed in blind (no colour), or in coloured foil in gold, silver or copper. Whichever you choose, our embossing service is perfect for elevating smaller gifts such as cardholders and key rings, or for subtly personalising your investment Italian leather briefcase.

Our personalisation team use traditional hot presses and brass blocking dies to hand-emboss your chosen leather gift with a choice of gold or silver foil or we offer a blind option which is without foil. Our engraving team use a diamond-tipped machine cutter to engrave your chosen message to produce a crisp and solid impression.

Give a gift that will be cherished for years to come or add a personal touch to your bags and accessories with our professional personalisation service.

Please Note:

• If you opt for personalisation on your purchased item(s), please allow an additional 48 hours for the embossing process during busy periods. Where possible, we will send out your items to you within the first 24 hours.
• Due to the unique nature of embossed items, we, unfortunately, cannot accept the return of an item that has been personalised.
• For any special requests, please contact our Customer Service team and we will endeavour to fulfil your enquiry.