Every piece from our collection undergoes rigorous quality inspection to ensure it meets our standards for durable wooden furniture and perfect home essentials. As many items are handcrafted or made-to-order, order processing typically takes 3-5 business days (extended compared to mass-produced goods). During peak seasons, processing may extend to 5-7 business days. Order cancellations are only accepted within 24 hours of purchase by emailing [email protected]. Beyond this period, your order enters our production workflow and cannot be canceled—however, our generous return window provides ample flexibility for reconsideration.
We take pride in our craftsmanship and durability. You may return unused items in original condition within 30 days of delivery (significantly longer than standard furniture retailers). For exchanges, we allow 45 days to account for potential shipping delays common with solid wood furniture. Initiate returns through www.alturafu.com and select your preferred exchange option. Please note: Custom-made and personalized items marked "Final Sale" cannot be returned or exchanged.
To maintain our quality standards for heirloom-quality furniture, returns must: (1) Show no signs of assembly, use, or modification (2) Include all original packaging, protective covers, and assembly hardware (3) Contain all documentation and care instructions. Our quality team performs comprehensive inspections upon receipt. Items failing inspection will be returned to you at your expense within 14 business days with a detailed condition assessment report.
Refunds typically process within 10-14 business days after we receive and inspect your return—this extended timeframe ensures thorough verification of our artisan-quality standards. The refund amount excludes original shipping charges and any return shipping costs. For payments made via credit card or PayPal, additional 3-5 banking days may apply before funds reflect in your account.
Customers are responsible for return shipping costs unless the return is due to our error (incorrect/damaged item). We strongly recommend using insured, tracked shipping for valuable furniture pieces—we cannot assume liability for return shipments lost in transit. For exchanges exceeding $500 in value, we provide prepaid shipping labels (deducted from your refund if unused).
Report any manufacturing defects or shipping damage within 14 days of delivery by emailing [email protected] with detailed photographs/videos. We will arrange complimentary return shipping and prioritize replacement (subject to availability) or issue a complete refund including original shipping costs. This exception to our standard policy demonstrates our commitment to delivering perfect home furnishings.
Custom-sized, engraved, or specially finished pieces are considered final sale. For holiday season purchases (November 1 - December 31), the return window extends to January 31. Commercial/bulk orders follow separate policies—consult your account manager. We reserve the right to decline returns from customers demonstrating excessive return patterns (exceeding 50% of orders within six months).
For return authorization or policy clarification, contact our Customer Care Team at [email protected] (response within 48 hours). Always include your order number and supporting photographs for damaged items. Visit www.alturafu.com for live assistance during standard business hours GMT.
