Buying
Altenew sells directly from altenew.com and wholesale through a separate portal. Orders take 3 to 4 business days to process before shipping. Returns are accepted within 30 days for store credit or an exchange, not a cash refund. International orders ship duty unpaid, which means the recipient pays all import charges.
Details follow.
Order processing
Standard processing time is 3 to 4 business days before the parcel is handed to the carrier. Processing takes longer during major monthly release periods.
If an item sells out between ordering and fulfilment, that item is cancelled and refunded to the original payment method, and the rest of the order ships rather than being held.
Domestic shipping
| Item | Detail |
|---|---|
| Method | Standard shipping |
International shipping
Altenew ships worldwide.
Terms are duty unpaid. Import taxes, customs duties, and brokerage fees are set by the destination country and paid by the recipient. A parcel is not released by customs until those charges are paid. Altenew has no control over the amount charged or over how long customs holds a parcel.
| Item | Detail |
|---|---|
| Carrier | USPS First-Class International |
| Transit time | 2 to 6 weeks, depending on destination |
| Insurance | None |
To avoid customs charges entirely, buy from an authorised local retailer. They import in bulk and ship domestically, so no import charges reach the customer.
Returns and refunds
Altenew does not issue cash refunds for change-of-mind returns.
| Item | Detail |
|---|---|
| Window | 30 days |
| Outcome | Store credit, or an exchange for the same item |
| Condition required | Unused and in original packaging |
| Authorisation | Required. Email support@altenew.com with the order number and reason before returning anything |
| Return shipping | Paid by the customer, unless the return is due to an Altenew error |
| Processing | 5 to 7 business days after the item arrives |
| Free returns | Defective or incorrect items only |
| Non-returnable | Gift cards, downloadable software, and opened or used items |
This policy is stricter than that of many retailers. It is stated here in full rather than summarised, because a customer who learns it at checkout becomes a complaint, and a customer who learns it here is an informed buyer.
Discounts
- One promotional code per order. Codes cannot be combined.
- Multiple gift cards may be used together with one promotional code.
- Promotions run on Eastern Time and are not applied retroactively to an order already placed.
- Subscription kits are excluded from all promotional codes, including free shipping, because they are already discounted.
Wholesale
Altenew sells wholesale to qualified retailers through a separate portal at wholesale.altenew.com.
Applications are made through the form on that site and are answered within 2 business days.
Rewards, affiliates, and incentives
Altenew Rewards. Points accrue on purchases made while signed in. Verified product reviews earn 30 points each, capped at 10 reviews or 300 points per month.
Publication Incentive. Altenew projects published in print magazines earn a gift certificate of $10, $15, or $20, scaled to how prominently Altenew products feature, up to 12 per year.
Contact for order problems
Email support@altenew.com. Responses are sent within 24 business hours.