FAQ

Orders

How do I track my order? 
Once your order ships, you'll get a tracking link straight to your inbox. It's real-time and reliable.

Can I change or cancel my order?
If it hasn't shipped yet, absolutely. Email info@alteredstudios.co.uk as soon as possible and we'll do what we can. Once a shipping label has been created we're unable to edit the order — this applies to all orders, but especially international ones, which are locked as soon as customs paperwork is generated.

What if I receive the wrong item or something is damaged?
We'll make it right. Email us with your order number and a photo of the issue within 14 days of delivery, and we'll sort a replacement or refund, depending on what works best for you. Return shipping is on us in this case.

Shipping

Where do you ship?
The UK, all EU countries and the United States. If you're somewhere else and want to order, drop us a message — we'll see what we can do.

How much is shipping and how long does it take?
Shipping options and costs are shown at checkout once you enter your address. UK orders typically arrive within 2–4 working days. EU and US orders are sent with tracked international carriers, and estimated delivery times are shown against each shipping option before you pay.

Will I be charged customs or import fees?
If you're ordering from the EU or US, all duties and taxes are calculated and included at checkout, so the total you see is the total you pay. There are no surprise charges when your parcel arrives.

Why are prices shown in my local currency?
Our store automatically shows prices in EUR or USD based on where you're shopping from, and you'll be charged in that currency. International prices include cross-border costs, so they won't be a straight conversion of the GBP price.

Returns & refunds

What's your returns policy?
You can return unworn items with tags attached within 14 days of delivery for a refund. Email info@alteredstudios.co.uk with your order number to get started. Full details are on our Returns page.

Do you offer exchanges?
Yes, for a different size of the same item. Email info@alteredstudios.co.uk with your order number and the size you need, and we'll confirm it's in stock before you send anything back. Items must be unworn, undamaged and unstained with tags attached. If the size you want has sold out, we'll refund you instead. For a different style, return your original order for a refund and place a new order separately.

How long do refunds take?
Once we've received and checked your return, refunds go back to your original payment method within 5–10 working days. Your bank may take a few extra days to show it.

Can I return an international order?
Yes, within the same 14-day window. A couple of things to know: return shipping is at your cost, and duties and taxes paid at checkout aren't refundable once the order has shipped, as they've already been paid to the relevant authorities. Your refund will be for the value of the goods.

Sizing & care

How do I know what size to order?
Each product page includes model sizing, fit notes and a size guide visual. If you're still unsure, drop us a message, we're happy to help.

How should I care for my pieces?

• Wash at 30°C max, inside out
• Iron on low heat
• Wash similar colours together
• No tumble drying, no bleach

Still have a question?

Email info@alteredstudios.co.uk and we'll get back to you within 2 working days.