1. How can I get in touch?
The easiest way to reach us is by email at support@altoverno.com, or you can call us at (855 569 1894). We answer Monday - Friday, 9AM - 3PM (EST). Writing about an order you already placed? Pop your name and order number into the message so we can pull it up right away.
2. How do I use a promo or discount code?
Redeeming a code takes just a moment:
- Head to checkout and type your code into the Discount Code box.
- Hit Apply and your updated total will show before you pay.
- Each order can carry one code only.
Code not going through? Clearing your browser cache usually sorts it out, or give it a try on another device.
3. Do you have bulk pricing?
Not at the moment - we don't offer discounts on bulk orders.
4. How do returns work?
We want you to love what arrives. If something isn't right, here's how we handle it.
Return Window
You can request a return up to 14 days after your item reaches you.
What Qualifies
For us to accept a return, the item needs to be:
- Unworn, unused, and still in its original packaging
- Complete with every original tag and label attached
- Backed by proof of purchase, such as your order number or receipt
If a return doesn't tick these boxes, we may not be able to take it back.
Starting a Return
Send a quick email to support@altoverno.com and include:
- Your full name
- Your order number
- Why you'd like to return the item
You'll hear back from us within 1-2 business days with step-by-step instructions and the address to ship to.
One thing to know: packages sent back without a return request first cannot be accepted.
Return Shipping
The cost of shipping the item back is covered by the customer.
A tracked service is your safest bet - and hang on to the receipt until everything is settled.
Full details here - return & refund policy.
5. What should I know about shipping?
Processing Your Order
Most orders leave our hands within 1-2 business days (Monday to Friday). During busy stretches, or if something needs fixing first - say a payment didn't complete or the address is missing details - it can take up to 4 business days. If that happens, we'll email you to sort it out before anything ships.
Daily Cutoff
Anything ordered after 5:00 PM Eastern Time (ET) gets processed the following business day, which can add one business day to your delivery estimate.
Delivery Estimates
- Handling Time: 1-2 business days
- Transit Time (United States): 3-9 business days
- Transit Time (International): 3-9 business days
- Estimated delivery time (United States): 4-11 business days
- Estimated delivery time (International): 4-11 business days
These timeframes are estimates rather than promises - weather, holiday rushes, and carrier hiccups can all slow things down. If a delay looks significant, we'll do our best to let you know.
Shipping Rates
United States
- $0.01-$55.00 in your cart: $4.99 shipping
- $55.01-$149.99 in your cart: $6.99 shipping
- $150.00 or more: shipping is free
International
- $0.01-$55.00 in your cart: $4.99 shipping
- $55.01-$149.99 in your cart: $6.99 shipping
- $150.00 or more: shipping is free
Who Delivers Your Order
Your package travels with trusted national carriers - USPS, Canada Post, Royal Mail, and Australia Post - so it stays tracked from our door to yours.
Customs, Taxes, and Duties Abroad
If you're ordering from outside the US, any customs duties, taxes, or fees your country charges are yours to cover. Customs processing is handled entirely by the authorities in your country, so we can't be held responsible for delays on their end.
Cancelling an Order
Changed your mind? Reach out right away and we'll try our best to help. That said, once an order has gone through to our fulfillment center, a cancellation can't be guaranteed. If it has already shipped, you're welcome to send it back under our Return Policy.
6. Where do you ship?
We currently ship to the United States and the United Kingdom. A small number of additional countries may be available at checkout - if your country appears in the list there, we deliver to you.
The full details live in our Shipping Policy.
7. Will I be charged VAT or import taxes as an EU customer?
No - orders from EU customers arrive without any VAT or import taxes to pay.
8. When will my order arrive?
Delivery Estimates
- Handling Time: 1-2 business days
- Transit Time (United States): 3-9 business days
- Transit Time (International): 3-9 business days
- Estimated delivery time (United States): 4-11 business days
- Estimated delivery time (International): 4-11 business days
Keep in mind these are estimates, not guarantees - things like weather, seasonal peaks, and carrier delays can add time. We'll keep you posted if a meaningful delay comes up.
9. What are your products made of?
Materials vary from piece to piece. The exact composition of each item is listed in its product description, so that's the best place to check.
10. Can I update my shipping address?
Yes - as long as your order hasn't left us yet. Get in touch with our support team as soon as possible and we'll swap in the new address before it ships.
11. How do I cancel an order?
Once an order is placed, we generally can't modify, refund, credit, or cancel it before it reaches you, apart from a few very specific situations. If you think your order might qualify for a refund before it ships, email us within 8 hours of placing it and we'll do everything we can to help.
12. Will I see prices in my own currency or in USD?
Prices on product pages and at checkout are shown in your local currency.
13. Tracking says delivered, but nothing has arrived.
When nobody is home, carriers usually tuck the package somewhere safe near your door.
Take a look around your property first, and ask neighbors or your building management - someone may have accepted it on your behalf.
It's also worth confirming the shipping address on your order confirmation email, just to rule out a typo.
Occasionally a package gets scanned as delivered a little before it actually shows up, so a short wait can help too.
Still nothing? Reach out to the carrier directly.
And if you'd like a hand with any of it, our team is one email away.
14. How do I track my order?
Just enter your tracking number here and you'll see exactly where your order is.
15. Where are the size guides?
Every item has its own sizing details right on its product page - click the Size Chart link there for full measurements.
Like a roomier, oversized look? Go up a size from what you normally wear.