Frequently Asked Question (FAQ)

Welcome to the Altoora FAQ page! We're excited to assist you with any questions about our jackets, caps, and shopping experience. If you need any further help or have any concerns, feel free to reach out to us at info@altoora.com.

1. What Payment Methods Do You Accept?

We offer a variety of secure payment options to make your shopping experience as convenient as possible. You can choose from the following methods:

  • American Express
  • Apple Pay
  • Google Pay
  • MasterCard
  • Paypal
  • Shop Pay
  • UnionPay
  • Visa

Once you select your payment option at checkout, you'll be securely redirected to complete your purchase.

2. What Is Your Return Policy?

We want you to be happy with your purchase! If you are not fully satisfied, you can return items within 30 days of receiving them. Please ensure that the items are:

  • In original condition (unworn, unused)
  • In original packaging with all tags attached

To start the return process, simply contact us at info@altoora.com and we will guide you through the next steps.

3. How Long Will It Take to Receive My Order?

We strive to get your order to you as quickly as possible. Here's a breakdown of our delivery timeline:

  • Handling Time: 1-2 business days
  • Transit Time: 8-11 business days
  • Estimated Total Delivery Time: 9-13 business days
  • Order Cut-Off Time: 16:00 (GMT+10:00) Australian Eastern Standard Time (Sydney)

Please note that the above times are estimates and could vary depending on your location.

4. Can I Exchange My Items?

We do accept exchanges, but only for specific cases such as:

  • Damaged items
  • Incorrect size
  • Defective products

To request an exchange, please contact our support team at info@altoora.com as soon as possible, and we'll assist you with the process.

5. How Do I Track My Order?

Once your order has been shipped, you will receive an email with tracking information. You can also track your order directly through the Track Your Order section on our website. Stay updated on your order's journey right up to delivery!

6. What Should I Do If My Package Is Lost or Delayed?

If your package is delayed or lost, don't worry—we're here to help! Please get in touch with us at info@altoora.com. Our team will work quickly to resolve the issue and make sure your order reaches you as soon as possible.

7. How Can I Contact Customer Support?

We’re here to help with any questions you may have! Reach out to our customer support team:

We aim to respond to all inquiries as quickly as possible.

8. Do You Offer Free Shipping?

Yes! We offer free shipping on all orders within Australia, so you can shop for your favorite jackets and caps without worrying about extra delivery fees.

9. What Should I Do If I Receive a Damaged or Incorrect Item?

We take great care in ensuring the quality of our products, but if you do receive a damaged or incorrect item, please contact us immediately at info@altoora.com. We will resolve the issue by either sending you a replacement or processing a refund as needed.

10. Where Is Your Store Located?

We are based in Melbourne, Australia. If you’d like to stop by, our physical address is:

However, we are primarily an online store, so feel free to browse and order through our website.

11. How Can I Provide Feedback or Suggestions?

Your feedback is incredibly valuable to us! If you have any suggestions or comments on how we can improve our products or services, please email us at info@altoora.com. We appreciate your input and strive to continuously improve.

Thank you for choosing Altoora! We hope this FAQ has answered your questions. If you need any further assistance, don’t hesitate to reach out—we're here to ensure your shopping experience is enjoyable and hassle-free!

Contact Us

For prompt assistance, feel free to contact us at: