Common questions

Information about

RETURN

How long is open purchase valid for?
You have 14 days right of withdrawal from the day of receipt.

Can I make an exchange?
We currently do not offer exchanges, but only returns apply.

How do I return goods?
Contact our customer service for more information on how to proceed.

Who pays for the return shipping cost?
Since we offer free shipping on all goods, we cannot be responsible for the cost of return shipping. The return shipping cost is payed by the customer.

SHIPPING & DELIVERY

What delivery options do you offer?
We offer free shipping on all goods. All deliveries are made primarily to your home, directly to the door.

We mainly use agents such as Postnord, Early Bird, DHL Express, CJPacket, CityMail (Bring). The choice of agent is based on where you live and what you order.

Do you get a tracking code and can follow your order?
Yes, all orders generate a tracking code. Upon purchase, you will receive an email with a tracking number and a link to the selected agent's tracking service where you can follow the delivery.

How long is the delivery time?
The delivery time varies between 3 to 15 working days depending on which item you buy.

Some products are sold on pre-order, where the delivery time is stated on the product page.

Examples of normal shipping times:
Winders: 7-10 working days
Watches: 9-14 working days
Bracelet/Straps: 12-15 working days
Accessories: 12-15 working days

The processing time for your order before delivery can begin is 1-2 working days.

Some goods are in our warehouse, others are in remote warehouses and some made-to-order goods are manufactured on-demand.

Do you combine shipping?
Not if you buy different types of products. If you buy several pieces of the same item, combined shipping will take place.

PAYMENT & REFUND

When and how will my invoice be sent?

When buying with Klarna Pay later, the invoice is sent via email. If you are missing your invoice, you can log in to My Pages at Klarna.

In the case of partial payment, the first invoice is sent by letter and arrives in the middle of the following month in which the purchase was made. For example. first invoice for purchases made in January, will arrive in mid-February.

I paid with a gift card and will make a return. What about the refund?

The amount will be credited to your account with us. The amount can be used to pay for a new purchase.

What payment options do you offer?

With us, you can pay with the following payment services: Klarna (Pay now, Pay later, Split), Visa, Mastercard, Maestro, Paypal, Google Pay, Shopify Pay, Apple Pay.

COMPLAINTS

How do I return a product?

Contact us via kundservice@alato.se. Describe your case, tell us your order number and attach pictures showing the fault with the item.

How is my return processed?

First of all, the error is corrected and we cover the cost. In the event of an approved complaint and if a repair is not possible, you will be replaced with a new product, alternatively credit or refund

WARRANTIES

Your purchase comes with 1 year of warranty if nothing else is stated. This is your guarantee that the product will be free from faults and errors. You can feel safe with this.

Are you missing an answer to your question?

Send an email to our customer service, get in touch via chat or fill out the contact form below and we will get back to you as soon as we can.

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