Frequently Asked Questions (FAQ)

Ordering & delivery

How long does delivery take?

5 to 15 business days from the time your order comes in: 1–3 business days for processing, 4–12 business days in transit. All the details are on our Shipping & Delivery page.

What does shipping cost?

Nothing. Shipping with ALTAIR is always free, with no minimum order value.

Do you ship to my country?

We ship across the whole of the EU, to Switzerland, the United Kingdom and Norway, and to the USA, Canada, Australia, New Zealand, Japan, South Korea, Singapore, Hong Kong, Malaysia, Israel and the UAE. Your country isn't there? Write to us.

Where is my order?

Once your order has shipped, you'll receive an email with your tracking number. You can see the status under Track Your Shipment. It usually takes 24 to 72 hours before the number is updated for the first time – until then, nothing is visible yet.

Can I still change my address?

As long as the order hasn't shipped, yes. Write to us as soon as possible at contact@altairluggage.com with your order number.

Why is my order arriving in several parcels?

When an order has several items, they are sometimes shipped separately. It doesn't cost you anything extra.

Product

Is the suitcase carry-on approved?

The Carry-On size is built to the common carry-on dimensions. Since the rules differ by airline and fare, please check the measurements with your airline before you fly. You'll find the exact dimensions on each product page.

Does aluminum scratch?

Yes – and that isn't a defect. Aluminum takes on a patina over time. That is exactly what sets an aluminum suitcase apart from a plastic shell, which eventually just looks old. Scratches and dents are therefore not covered by the warranty.

Is a lock included?

Yes, every suitcase has a built-in combination lock. Setting the code is explained in the enclosed instructions.

How do I clean the suitcase?

A soft, slightly damp cloth. No abrasives, no solvents. Clear hair and sand out of the wheels from time to time.

Discounts & payment

Can I combine several discount codes?

One code can be redeemed per order.

Our volume discounts on bundles of several suitcases are deducted automatically. A percentage discount code can't be combined with them – whichever saving works out better for you is applied automatically. A fixed-amount code (e.g. €20) can, however, be redeemed on top of the volume discount.

My discount code isn't working

Please check the spelling and the validity period. If it still doesn't work, write to us before you complete your order – we'll sort it out.

Which payment methods do you offer?

You'll see the available payment methods at checkout. Your payment details are processed exclusively by the relevant payment provider.

Returns & warranty

Can I return my order?

Yes, within 14 days of receipt, without giving a reason. Please always write to us before you send anything back. How it works: Returns & Refunds.

Who pays for the return shipment?

If you withdraw from the purchase, you bear the return shipping costs – around 80 to 150 € for a suitcase. If the goods are damaged or the wrong item was delivered, we cover the cost in full.

Either way, write to us first. Very often we find a solution without a return shipment.

How long does a refund take?

We refund within 14 days of receiving the goods or of your proof of shipment. Depending on your bank, it then takes another 3 to 10 business days to reach your account.

How long does the warranty last?

On suitcases we give a lifetime warranty on material and manufacturing defects. Accessories are covered by the statutory warranty of 2 years. Details: ALTAIR Warranty.