Returns & Exchanges

RETURNS AND EXCHANGES:

We accept returns and exchanges on full-priced clothing items within 14 days of the delivery date. Online order returns or exchanges must be unworn, unwashed, odorless, with the tags still attached. Returns are for exchange or store credit only. 
     
The customer is responsible for return shipping, but we will take care of the rest! If something doesn't fit the way you'd like it to, we're more than happy to send you a better size once we receive the old garment from you as long as we have it/the fabric needed to make it in stock!

In an effort to respect the craftsmanship, time, and cost of producing work made by any of the artists we carry, we adhere to the policies outlined above without exception.

For questions regarding your online order, email us with your name and order number at: info@altarpdx.com

IMPORTANT NOTE REGARDING INSTAGRAM: instagram DMs are not a conduit through which to reach our customer service. As with all business accounts, Instagram filters messages and will often hide correspondences from customers - making them impossible to see in a timely manner. 

MISSING AND LOST PACKAGES

Due to our business nature (small family-ran), we're not liable for missing lost packages. Once a package departs, we lack control. USPS rarely loses our packages but it occurs infrequently. Contact local post office with tracking number from shipping email after 40 days.

ORDER CANCELLATIONS

Cancellation requests must be made within one hour of placing the order and will be subject to a 4% payment processing fee. We cannot guarantee cancellation requests after this time, with minimal exceptions if the garment has not been cut. Requests for a money-back refund will include a 25% non-refundable fee. No fees are applicable for store credit.

 

ALTERATION OR REPAIR REQUESTS
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We are able to do simple alterations on our garments such as shortening hems and we are committed to repairs for all garments for their life cycle. If a garment has been severely damaged by mislaundering, tearing, or fibers wearing down, we will always do what we can and we are happy to get creative with solutions.
Alterations are not available during holiday season as we are such a small team and we are unable to incorporate alterations into our December sewing schedules. Otherwise, alteration appointments can be arranged by emailing: info@altarpdx.com
If you seek to inquire about an alteration that dramatically changes the design (such as adding sleeves or changing fundamental design details of the garment) we are happy to get creative with our customers, but due to the smallness of our team, we recommend finding an alteration specialist that you love! These types of augmentations can often require multiple fittings and discussions, so it's a great opportunity to work with community members who are focused on the art of alteration as a speciality. Another bonus: 54% of alterations-based businesses are immigrant-owned. They are wonderful to support! 
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PHYSICAL RETURNS TO OUR HEADQUARTERS

Do not bring items to our retail store without contacting us! Not all sales associates will be able to process your return/exchange, and not all inventory is carried in-store. We reserve the right not to provide a refund or exchange on items returned to us in unsuitable condition or outside our return policy.

Our headquarters is NOT located in our store, and our store is NOT a place in which we conduct returns/exchanges. Please email us: info@altarpdx.com

 

PURCHASES THAT ARE FINAL SALE:

Jewelry: 

All Jewelry purchases are final sale. Please contact info@altarpdx.com if with any questions regarding repairs or replacement. 

Lingerie and Swimwear:  

All Lingerie and Swimwear purchases are final sale. Please contact info@altarpdx.com with any questions regarding alterations or repairs. 

Apothecary (skin care, cosmetics, bath products, etc.):

Like all skin care and cosmetics products, we cannot predict skin reactions (either due to mixing with other skin care regimens or due to personal allergies, etc.), so we always recommend a patch test when trying something new. We cannot, however, offer refunds or store credit on apothecary products. As a small business, it is untenable for us to receive items of this nature once they have been opened and used, rendering them unsellable. 

Mystery Boxes:

Mystery Boxes are not eligible for return. However, we will accept a one-time size exchange for the Altar Houseline garment that is included. All styling components and accessories included in the Mystery Box are not eligible for exchange or return. 

*All Sale and Warehouse Sale purchases are FINAL SALE*

UNDERSTANDING OUR RETURN POLICY:
     


Our return policy reflects the realities of operating a made-to-order and small batch apparel brand. We are a small team, and every one of us has their hands on your order from start to finish. In an effort to respect the craftsmanship, time, and cost of producing work made by ourselves and all of the artists we carry, we adhere to the policies outlined above without exception. We manage our returns and exchanges with the kindness of personal customer service in the hopes that we can resolve every issue, including but not limited to offering alterations free of charge, and having an amazing array of products to choose from if an exchange is needed. Please note you are dealing with real humans, and we take the mental health of our staff very seriously. We will not tolerate disrespectful correspondences with our staff, and we reserve the right to discontinue correspondences that are disrespectful toward us.