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faq

Purchasing

How to find a product?

If you're looking for one product in particular, you can use the search function at the top of the website. Type in a keyword (such as the brand name, the type of product, the model...), and press "ok". You can also use the catalogue, where the products are sorted by category.

How to place an order?

Once you've found what you're looking for:
- Choose the size and colour (if applicable)
- Choose the quantity and click on “ADD TO BAG”.
- If you need something else, continue your shopping. If so, you can see the list of items that you've selected at any time by clicking on “MY BAG”
- To confirm your order, click on “CONFIRM MY ORDER”
- Log in by using your email address and password, or register for free to create a new account
- Confirm your delivery address
- Choose either Colissimo delivery or in-store pickup
- Check the box to confirm that you've read and accepted our terms and conditions
- Pay using either PayPal or our secure credit card processor (Visa or Mastercard)
- Follow the instructions and confirm your payment
- Your order is complete!

My account

What is the MY ACCOUNT section?

The MY ACCOUNT section is your private customer area within our online store. You can use it for placing or following up on an order.

Why create an account?

By creating a personal account, you will be able to:
- Manage your personal information, so as to make your next orders easier
- Track your orders and see your list of past orders
- Manage your newsletter subscription

How to create an account?

You can create your personal account at any time. Click on MY ACCOUNT (upper right-hand corner) and fill in your details in the form. You'll receive a confirmation email with your ID and password. If you're already an Altermundi customer and yu provided your email address when you placed uour order, then you already have an account. Simply type in your email address in the "Forgot your password?" box in order to request a new password.
You can also create your account while ordering, after filling your cart with products.

How to change your password?

To change your password, click on the MY ACCOUNT link (in the upper right-hand corner). Log into your account. Click on the "Password" section, fill in the form and click on the "Send" button.

I forgot my password

If you've lost your password, click on the MY ACCOUNT link and privide your email in the "Forgot your password?" section. Click on " Send me my password" and you will immediately get an email with your password in it.

Payment

Is payment secure?

Yes, your PayPal or debit card (CB, Eurocard/Mastercard or Visa) payment is totally secure.
Our two servers use high-performance, secure SSL technology:
- The Société Général bank secures the payment using their Sogenactif payment processing system. The customer's card number and its expiry date are immediately encrypted before being sent to our servers over SSL. Since this information is unreadable, no one can make use of it behind your back. To make it even more secure, we don't keep this information on our servers. That's why you need to provide your banking information with every order. Your card is debited when the order is shipped.
- If you pay using PayPal, your banking information is never disclosed to the payment recipients. As a customer, you have full coverage in case of fraud. All the data stored in your PayPal account is encrypted. The tools PayPal uses for securing transactions and preventing fraud are among the most advanced on the market.

What payment methods do you accept?

You can choose between two different payment methods, both totally secure:
- Credit card payment (CB, Visa, Eurocard, Master Card), through the Société Générale payment system
- Payment through a PayPal account

How do I use my promotional code?

If you have received a promotional code, you can use it to receive a discount or a voucher.when placing an order. Type the code into the COUPON CODE box on the order confirmation page. Click on “Recalculate” to see the updated total. Then finish placing your order as usual.
N.B.: You can only use one promotional coupon per order.

Delivery

How long does delivery take?

Colissimo deliveries will reach you within a maximum of 4 days anywhere in mainland France. If you place your order before 10 AM from Monday to Friday, we guarantee delevery within 2 full working days.
You can track the status of your delivery using La Poste's Colissimo tracking service.

What are the possible delivery methods?

When confirming your order, you can choose between delivery by Colissimo, free for orders above €60, or in-store pickup. If you choose a Colissimo delivery, your order will be shipped to the address you provided. If you are not home, you will be able to retrieve your package from the nearest post office.

Which countries can you ship to?

Our products are shipped to the following countries : France métropolitaine, Belgique, Allemagne, Pays Bas, Luxembourg, Espagne, Italie, Royaume Uni, Portugal et Autriche.

What are the delivery costs?

Our shipping fee is 7 euros (in France).
Shipping by Colissimo is free for orders over €60 in France.

For an order shipped abroad, the delivery rate will be communicated when validating your purchase.

How will I know when my order has been shipped?

As soon as your order has been shipped, you will receive a confirmation email specifying your Colissimo tracking number.

How can I track my delivery?

As soon as your order has been shipped, you will receive an email specifying your parcel's tracking number. In order to know the status of your delivery,you can simply enter your parcel number at any time on the following website: http://www.colissimo.fr/particuliers/home.jsp

What happens if I'm not in when the parcel arrives?

If ever you're away when the parcel arrives at the delivery address, the mailman will leave a slip specifying which post office you should go to in order to retrieve your package.
The package will be available there the day after the delivery, and for up to fifteen days afterwards.

My order

How can I be sure my order has been received?

Once your payment has been confirmed, your order number will be displayed, along with a summary of the items you ordered. You will also receive a confirmation email with a summary of all the information you provided with your online order.

How can I track my order?

Log into MY ACCOUNT. Click on "Order tracking" to see the status of your order.

Stores

Are there any ALTERMUNDI stores?

Yes, there are 6 Altermundi stores in Paris. See all our stores here !

Returns/exchanges

How can I exchange a product or get my money back if I'm not satisfied?

If you're not satisfied with a product, you have 10 working days to request an exchange ou or a return.
You need to file this request with our customer service department :
- Using the contact form on our website, CONTACT. Please specify your order number in your message.
- By phoning 01 55 28 97 13, Monday to Friday from 9 AM to 6 PM.

You will then need to send us back the full product, intact and in its original packaging, using Colissimo Recommandé (registered mail), to the following address :

Altermundi
Service retour
5, Boulevard du Temple
75003 PARIS

ALTERMUNDI's customer service department must be notified prior to any return or it will not be accepted. Your return costs will not be refunded. If you would like an exchange, we will give you an exchange number by email, by fax or by phone. If you would like your money back, your account will be credited as soon as we receive the product.

What should I do if the product is damaged?

There are two possibilities :
- The parcel is delivered damaged (box damaged, torm or opened).
If anything is wrong with the delivery, you must specify it in writing on the delivery slip along with your signature. You should then confirm this abnormality by writing to the carrier within two working days of the delivery, by registered mail with acknowledgment of receipt, to explain your complaint. You should send a copy of this letter by mail or by fax to :

ALTERMUNDI
Service client
5, Boulevard du Temple
75003 PARIS
Fax : 01 55 28 97 13

- The parcel was delivered undamaged, but the product is defective or isn't what you ordered.
You must file a claim with our customer service department on the day of delivery or at the latest one business day after delivery. Your claim will not be accepted if it's filed at a later date. You can make such a claim :
- Using the contact form on our website: CONTACT. Please specify your order number in your message.
- By phoning 01 55 28 97 13, Monday to Friday from 9 AM to 6 PM.
Upon receiving your claim, we will give you an exchange number by email, by fax or by phone. A product exchange can only be made after receiving an exchange number.

You will then need to send us back the product in its original packaging, using Colissimo Recommandé (registered mail), to the following address :

Altermundi
Service retour
5, Boulevard du Temple
75003 PARIS
01 55 28 97 13

No returns will be accepted if our customer service department was not first notified.
We will bear the shipping costs for the replacement product, unless the returned product does not match your original declaration. If you would like an exchange, we will give you an exchange number by email, by fax or by phone. If you would like your money back, your account will be credited as soon as we receive the product.

Ca I return a product that I'm not satisfied with to one of the stores?

Returns can be made to any one of the three following stores : Paris 3, Paris 11, Paris 18. If you would like to exchange your product in one of these ALTERMUNDI stores, you first need to notify our customer service department :
- Using the contact form on our website :CONTACT. Please soecify your order number in your message.
- By phoning 01 55 28 97 13, Monday to Friday from 9 AM to 6 PM.
We will then inform the store you choose that you will be coming by for the exchange.
The product should be brought back to the store in its original packaging. You will receive in exchange a voucher that can be redeemed in one of our ALTERMUNDI stores, Paris 3, Paris 11 ou Paris 18. If you would like your money back, your account will be credited as soon as we receive the product.

Our commitment/products

Where do our products come from?

Our products are made according to the rules of responsible trade, either in France or all over the world. Fair trade, French craftsmanship, organic cotton, recycled materials, charity products, natural or renewable materials... We let you know where each product comes from, how it was made and what are its environmental characteristics.

What are Altermundi's commitments?

Altermundi and fair trade

At its beginnings, Altermundi was specialized in fair trade, but over time we have broadened our focus to responsible trade. In a word, fair trade is an alternative way of interacting with small producers in developing countries : fair pay, pre-financing of orders and long-term partnerships enable these small producers to make lasting changes to their living conditions.
Since 2006, we have been members of the Plate-Forme pour le Commerce Equitable (PFCE), which is the association of all those involved in fair trade in France (find out more about the PFCE). We took on an administrator role in 2007.

Altermundi and responsable trade

You don't need to go to the other side of the world to find ecologically and socially responsible suppliers, there are some great undertakings right at our doorstep ! So we also offer items designed by local creators working in socially and environmentally friendly ways.

Transparency and product information

Fair trade, French craftsmanship, organic cotton, recycled materials, charity products, natural or renewable materials… We let you know how each product was made and what characterizes it. Want to know the full story behind one of our products and how it was made? Check out the Altermundi blog.

Altermundi and the environment

In 2010, we made a charter for environmentally friendly design and decoration in our stores. Marmoleum flooring, ecologically-certified paint, environmentally friendly Medite furniture, low-energy lighting, drywalling with Placo Impact plasterboard, which emits lower levels of volatile organic compounds… Through this innovative concept, we earned two awards :
- The “Janus du Commerce”, from the Institut Français du Design, aimed at rewarding companies that are trying to “humanize” trade
- The R Award for responsible points of sale, awarded by the Club Génération Responsable®
Organic cotton clothing and accessories, jewelery and decoration made from natural or recycled materials… Our products are health and environmentally friendly, both by the choice of raw materials and during the production process. In order to limit the carbon impact of shipping, items coming from afar, particularly those stemming from fair trade, are primarily sent by ship.

Altermundi and social integration

From the start, the Altermundi Paris store has been an authorized social integration company. That means that some of our employees are following a professionalization program. Starting in 2003, we have helped 21 people achieve lasting employment. Not only do our employees receive professional training, they can also follow additional training programs tailored to their own needs. Groupe SOS's Plateforme Insertion helps Altermundi provide support for those employees following a professionalization program.

General

I can't find my question in the FAQ...

For any further information, please feel free to send us your questions through our contact form available here :CONTACT.

  • Commitment Fair trade
  • Free delivery in France From 60 € of purchase
  • Delivery in 48h in France if you order before 10am
  • 14 days to change your mind
  • Secure payment secure shopping
  • Do you need advice ? +33 1 55 28 97 13