Refund Policy

Last updated: February 9, 2026

Shipment

After every purchase, the client will receive an order confirmation with an estimated shipping date that will be between five (5) to eight (8) business days. Once stock availability is determined the consumer will receive an updated shipping date. 

The items purchased will be delivered to the shipping address indicated by the client in the order form via a third party chosen by AltoStudioDesign. You will receive a shipment tracking number via email. No shipment can be made to a PO Box. 

If applicable, the shipping costs are assumed by the client and are displayed separately on the website order form.

The terms of delivery shown on the website and in the order confirmation shall be understood as the usual number of days to dispatch the order. Deliveries shall be made in any case within 30 days of the order confirmation except in cases of unpredictable events (Force Majeure).

Right to cancel or to make changes

The client may cancel his/her order up to two (2) days after the purchase, unless it is designated as a Made to Order product, in which case it will not be able to be cancelled. Please contact customer service via email at alto@altostudiodesign.com to inquire if you are able to cancel the order. If the order has not been shipped and your cancellation request is approved, we will cancel the order and confirm via email. Refunds for cancellations will be made within 7-10 days of the cancellation date to the original payment method. Once the order has been shipped, you cannot cancel it, but you can return the product according to our Return Policy outlined below. If the product is designated as Made to Order, you will not be able to return it.

You cannot make changes to an order already submitted. In case you wish to make a change to an order with products in stock and not shipped yet, we suggest you cancel the order and submit a new order with the changes. If the order is related to designated Made to Order products (they have a “Made to Order” tag displayed next to the product on the website), you will not be able to cancel or return it.

Please contact us at alto@altostudiodesign.com if you have questions about your specific item. 

Exceptions / orders that cannot be cancelled and non-returnable items 

Made to Order products cannot be cancelled once an order has been submitted. If a product or artwork has been designated as Made to Order (they have a “Made to Order” tag displayed next to the product on the website), then it cannot be returned. 

Refund & Return Policy 

We appreciate your interest in purchasing exclusive products at AltoStudioDesign. If you are not completely satisfied with your purchase and you are approved for a return, we will gladly issue a refund for products that are not Made to Order. We have a 30 day return policy, which means you have 30 days after receiving your item to request a return. 

Standard Product Return

• Items need to be returned within 30 days of receipt.

• The items need to be returned in the original packaging, unused, and unlaundered.

• We do not accept exchanges once the product has been shipped. You can return unwanted products that are not tagged "Made to Order" on the website, and make a new purchase to get what to want.

• Items have to be returned to our customer service facility for inspection, whose address will be specified on the UPS return label.

• Please use the UPS return label that we will send by email once your return request is approved. There are no return shipping or restocking charges.

• Eligible returns will be refunded in full, including taxes, except for the initial shipping charge (if applicable), to the original payment method within 8-10 business days of receipt of the return. You will receive an email notifying you of the refund once processed.

Return Request - Procedure

1. You can send an email to alto@altostudiodesign.com

2. When making a request to return, please specify the following information:

   • Order number

   • Billing first and last name

   • Product(s) you are requesting to return. Put the product code (SKU) and the quantity you want to return if greater than one

   • Return reason

   • Item condition

   • If you wish, you can add a message and/or an image of the product

   • Submit request

3. Once you complete the procedure your return request is Pending.

4. As soon as we verify that the item(s) can be returned, we will contact you by email.

5. If your item(s) qualify for a return, we will send you by email the UPS label to be printed and attached to the box for its return.  

6. You can then drop the package off at your closest UPS store. 
   

Return Request due to Manufacturing Defect - Procedure

1. We work with high-end companies / artists that have decades long successful history creating products that combine elegance, exceptional materials, and superior quality, and we take pride in their craftsmanship and our quality control. In the improbable event of a manufacturing defect, it is important to provide us with the details of what you consider the defect to be as soon as you receive the product. We will offer a full refund for any product with confirmed material manufacturing defects. 

2. To complete a Return Request due to Manufacturing Defect you will have to follow the steps #1 & #2 outlined in the previous section (Return Request – Procedure), explaining what the manufacturer defect is and sending pictures to support your claim, to ensure a prompt resolution.

3. Once you complete the procedure and submit your request, your return request is Pending.

4. Please allow 7-10 days for us to inspect your return request. We will contact you by email or phone with the results of our inspection. We shall have sole discretion in determining whether a claimed defect is, in fact, a material manufacturing defect and thus warrants a refund under this policy. Claims for a manufacturing defect must be made as soon as you receive the order and no later than 30 days since receiving the order. 

5. As soon as we verify that the item(s) can be returned, we will contact you by email.

6. If your item(s) qualify for a return, we will send you by email the UPS label to be printed and attached to the box for its return.  

7. You can then drop the package off at your closest UPS store. 
   

European Union 14 day cooling off period 

Notwithstanding the above, if the product is not Made to Order and is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As stated above, your item must be in the same condition that you received it, unworn or unused, unwashed, with tags, and in its original packaging. You’ll also need the order number to complete the return as stated above on the Return Request – Procedure.

Contact Information

Email: alto@altostudiodesign.com

To send a letter

AltoStudioDesign LLC 

4680 Monticello Ave, Suite 18-I, 141

Williamsburg, VA 23188