ALTO CIELO
Legal

Returns & Exchanges

We stand behind every piece. Here's how we handle returns and exchanges.

01

RETURN ELIGIBILITY

We accept returns within 30 days of your delivery date. To be eligible, items must be unworn, unwashed, and in original condition with all tags attached and in original packaging.

The following items are not eligible for return: final sale items, limited-edition drop releases, gift cards, and items marked as non-returnable on their product page.

02

How to Initiate a Return

Email us at hello@altocielomusic.com with your order number, the item(s) you wish to return, and your reason for the return.

Our team will respond within 2 business days with a prepaid return shipping label (domestic orders only) and return instructions.

Pack your items securely in their original packaging and drop off at your nearest carrier location within 7 days of receiving your return label.

03

Refunds

Once your return is received and inspected, we will send you an email confirmation. If approved, your refund will be processed to your original payment method within 5–10 business days.

Original shipping fees are non-refundable. If you received free shipping on your order, a $6.99 shipping fee will be deducted from your refund.

If your refund is denied (e.g., item shows wear or damage), we will ship the item back to you at your expense.

04

Exchanges

We offer exchanges for different sizes or colors of the same item, subject to availability. Initiate an exchange the same way as a return — email us with your order number and the item you'd like instead.

If the item you want is out of stock, we'll issue a store credit or full refund.

Exchanges are processed once we receive your returned item. Re-shipping for exchanges is on us for domestic orders.

05

Damaged or Wrong Items

If you received a damaged, defective, or incorrect item, please email us at info@altocielomusic.com within 7 days of delivery with your order number and photos of the issue.

We'll make it right immediately — either a replacement, exchange, or full refund, at your choice.

06

International Returns

International customers are responsible for return shipping costs. We recommend using a trackable shipping method, as ACM is not responsible for lost return packages.

Once the return is received and approved, refunds will be issued to your original payment method in the original currency. Currency fluctuations are not our responsibility.

Last updated: February 2026 · Questions? Email info@altocielomusic.com