FAQ

Orders & Stock

What should I do if an item I want is out of stock?

Great news! We never run out of stock because all our macramé pieces are made-to-order. Each item is handcrafted specifically for you after you place your order. Simply add your desired piece to cart and complete your purchase. We'll create your unique, custom-made macramé item just for you. Production takes 4-10 business days depending on design complexity, and we'll keep you updated throughout the process.

How can I cancel my order?

You can cancel your order within 24 hours of placing it by contacting us immediately at altysanvirtualstore@altysan.com. Since each piece is handcrafted to order, once production begins (after 24 hours), we're unable to cancel as your unique macramé item is already being created specifically for you. Please reach out as soon as possible if you need to make any changes.

Shipping & Delivery

Do you offer free shipping?

Yes! We offer free shipping on all orders worldwide via UPS with full tracking. Your handmade macramé piece will be carefully packaged and shipped to you at no additional cost. All applicable taxes and duties are included in the price for both US and EU customers - no surprise fees at delivery. You'll receive a tracking number to monitor your shipment. After your item is completed (4-10 business days production time), shipping takes approximately 3-5 business days for US and 8-12 business days for Europe.

How long does delivery usually take?

Total delivery time varies by location and design complexity. Production takes 4-10 business days depending on the intricacy of your handcrafted macramé piece. After completion, UPS shipping with full tracking takes 3-5 business days for US deliveries and 8-12 business days for European deliveries. Total time: 7-15 business days for US, 12-22 business days for EU. You'll receive updates throughout the process and a tracking number once your item ships.

What countries do you ship to?

We ship to 32 countries worldwide including the United States, Canada, most European countries (UK, Germany, France, Spain, Italy, Netherlands, Belgium, Austria, Switzerland, and more), Australia, New Zealand, United Arab Emirates, Israel, Singapore, Mexico, Colombia, and others. All orders include free shipping via UPS with tracking. If your country isn't listed at checkout, please contact us and we'll do our best to accommodate your request.

Can I change my shipping address after placing an order?

Yes, you can change your shipping address! Since we contact you after your order to confirm measurements and production details, you can update your shipping address during that communication. Please let us know as soon as possible. Once your handmade piece is completed and shipped, we won't be able to modify the delivery address.

Payments & Discounts

What payment methods do you accept?

We accept multiple secure payment methods through Shopify Payments including:

  • 💳 Credit and debit cards
  • 📱 Google Pay
  • 🛒 Amazon Pay
  • 💰 PayPal
  • 🪙 Cryptocurrency payments
  • 📊 Shop Pay Installments (buy now, pay later)

All transactions are secure and encrypted. Choose the payment method that works best for you at checkout!

Do you have active discount codes or promotions?

Yes! Subscribe to our newsletter to receive an exclusive 15% discount on your first order. We also send special promotions and early access to new collections to our subscribers. Sign up at the bottom of our website to activate your welcome discount and stay updated on exclusive offers for our handmade macramé pieces.

My discount code isn't working. What should I do?

We're sorry you're experiencing issues with your discount code! Please contact us immediately at altysanvirtualstore@altysan.com and we'll resolve this right away. Make sure the code is entered correctly (check for spaces or typos) and that it hasn't expired. Our team will help you apply your discount so you can complete your order for your custom macramé piece.

Returns & Refunds

Do your products come with a warranty?

As each piece is handcrafted exclusively to your measurements, all sales are final. However, we stand behind the quality of our artisanal work. If you receive your macramé piece with a manufacturing defect, please contact us within 24 hours of delivery. The item must be returned in its original condition, unworn and with all tags attached. We'll be happy to resolve any craftsmanship issues. We're committed to ensuring you love your unique, handmade piece.

What materials are the bags made of?

Our bags are crafted from genuine leather and hand-painted by artists. Each piece is unique and comes with a 1-year warranty against manufacturing defects.

What is your refund policy?

As each macramé piece is handcrafted exclusively to your measurements, all sales are final and we don't offer refunds. However, if you receive your item with a manufacturing defect, please contact us within 24 hours of delivery with the item in its original unworn condition. We'll work with you to resolve any craftsmanship issues. We're committed to your satisfaction with your unique, handmade piece.

Contact Information

What are your store contact details?

You can reach ALTYSAN COUTURE at:

For payment questions, order confirmations, or purchase-related matters, WhatsApp is available 7 days a week. For general inquiries, product questions, measurements, or other matters, please email us Monday to Saturday. We're here to help!