Everyone has questions

Where do you ship to?
We have partnered with DHL to ensure Altera can be experienced world wide. 

Fees and shipping times will be calculated at checkout. 

When will I get my order
For our core colours you an expect your order within 10-13 business days. For more information about the creation and shipping process including an example timeline please see our process and shipping page.
How do I contact you
You can complete a contact form on our contact us page.

Alternatively for any customer enquiries email us at:

Marketing and brand partnership questions:

Or message our instagram altera.london
How does the alteration service work
We have partnered with SOJO alterations and repair team!

Currently this service is only offered to UK customers. However we are working on expanding our alterations availability worldwide. 

To read more about SOJO, how alterations and repair services work and why this is an important part of your clothing lifecycle on our alterations page.  
What payment methods are accepted
We accept all major cards and credit cards, we also support apple pay. We will be adding Klarna to this list very shortly!
What is the delivery time for a custom colour dress
If you choose one of our many custom colours to create your truly bespoke Altera dress you can expect a delivery between 10-13 business days and at the latest 12-14 weeks, depending on our stock. 

This is because we do not keep large amounts of stock fabric to ensure we are not creating waste. 
So we order your colours directly when you have made an order. Once this arrives we can start creating your dress. 

We can always do our best to speed up this process, if you have an urgent order please get in touch here
Our returns and exchange policy
Product Defects:
We adhere to high-quality standards, yet in the rare occurrence of a product defect, we are here to resolve the issue promptly. Please contact our customer service within 48 hours of receipt of your dress, providing detailed images of the defect. We will investigate the matter swiftly and reach out with a suitable solution like a delivery of a new dress or refund.

Exchange Policy:
As we are a sustainable and made-to-order service we do not provide refunds, as do not keep inventory. Our SOJO partnership is here to provide those perfect fit tweaks. However we may be able to offer you an exchange option in exceptional circumstances. Please enquire at shop@altera.london

Read more about our policy here
What if I want to cancel an order
Once we have started to create your dress we cannot cancel the order. 

However please get in-touch with our contact form if you have any issues as soon as possible and we will endeavour to help.