What is Altura's delivery policy?
Every effort will be made to deliver the goods to you as soon as possible after your order has been accepted. However, we will not be liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery. In this case, we may inform you of the delay and the reason for the delay as soon as is practical.
How much does delivery cost?
We offer free delivery on any orders over £50.00. If your order is less than £50.00 a delivery charge of £3.95 will apply.
How long will delivery take?
If you place your order before 4pm you should expect to receive your order within 3 working days. You will receive regular updates from DPD so you will always know what status your order is at, if you supplied us a telephone number when you created your Altura account.
Please note that orders placed during the weekend or on official holidays, will be processed the next working day.
Where do you deliver to?
We currently only deliver to a section of mainland UK and we are actively looking to extend delivery to the whole of the UK.
We are only able to ship to residential and business addresses. We are unable to ship to PO Boxes.
The postcode we cannot currently service are: Scottish Highlands - AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50. Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PH42-44, ZE1-3. N.Ireland - BT. Channel islands - GY, JE. Isle of Man - IM. Scilly isles - TR21-25.
We do reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address. If this affects an order you place, we'll notify you as soon as possible.
Can I have my parcel redirected to a different address?
For your security once you have checked out we aren't able to change the address your order is being sent to. Don't worry- if you're not in when a delivery is attempted our courier will leave a card advising how to arrange a redelivery or where you can pick up your parcel.
What does your order status mean?
Order Received - We have received your order but we haven't processed it yet.
Order Processing - Your order could be at any point between the warehouse receiving it and despatching your goods.
Order Complete - We have completed your order in our warehouse. Once the courier has collected it, you will receive confirmation from them.
Can I track my order?
We work closely with DPD to deliver your parcel. They will provide you with a one hour delivery window, notified by SMS or email so you don’t have to wait in all day. DPD allow you to take delivery of your goods in a way that suits you. If you wish to reschedule, you can. If you have not received an SMS or email from DPD, please contact our Customer Services team here.
What if I am not in when you make a delivery?
DPD will keep you regularly updated on the date and time of your delivery via a series of emails and text messages.
If you are not going to be in when they arrive, DPD will either leave the parcel with a neighbour, send you a text message and leave a card to advise you where your order was left. Alternatively, you can amend the delivery instructions by following the link provided by DPD in the text update you receive.
My order has been damaged on delivery, what should I do?
If your order has been damaged in transit please contact our Customer Services team here, where one of the team will be happy to help.
Missing, incomplete or damaged orders
For damaged products, incomplete orders or despatched orders that don't arrive within the expected time period, please email our Customer Services team here, or call us on +44 (0) 1325 741321, 9am – 5.30pm Monday – Thursday, 9am – 4.30pm Friday.