FREQUENTLY ASKED QUESTIONS

• How does the process work?

  1. Get a quote

  Identify the pieces you'd like to send in with the search bar, using either the style ID or product name. Tell us about your items’ condition and receive an estimated voucher amount for each item.

  2. Send in your items

  Receive a free shipping label and drop your items off at your nearest UPS point. Your items will be received and evaluated by our experts in your region.

  3. Receive an Altuzarra voucher

  You will be emailed a voucher after we receive and evaluate your items - no need to wait for them to sell before redeeming your reward. Your voucher can be redeemed online at altuzarra.com and at any other channel specified in the voucher Terms and Conditions.

• What can I send in?

  You can send in any item that can be found in the search bar by searching the style ID or name, provided the condition is brand new, excellent, very good or good. Note that all items in good condition are not eligible for resale and will be recycled or donated on your behalf, and you will be issued a flat recycling reward for your positive contribution to circular fashion. 

  • Please note, we do not accept the following:
    1. Items with holes, marks or stains
    2. Items missing part or all of the care label
    3. Items with alterations or tailoring
    4. Counterfeit items 
    5. Items that have not been acquired legally 
    6. Items whose sale is contrary to the law 
    7. Items with a hygiene or health risk

• What happens to my items after I send them in?

  Once your items have been evaluated, you will receive an Altuzarra voucher based on our team’s assessment of their value. Reflaunt will then resell all eligible items on a global network of marketplaces and pass on ineligible items to donation and recycling partners.

• Can I get my items back after sending them in?

  Once you have sent in your items, we unfortunately cannot process return requests. You will be issued credit for all items that are eligible for either resale, recycling or donation. Please refer to our Terms and Conditions for more information. Note that all items in good condition are not eligible for resale and will be recycled or donated on your behalf through third party partners, and you will be issued a flat recycling reward for your positive contribution to circular fashion.

• Where is the service available?

  Altuzarra Archive is currently available exclusively in the United States of America.

• I can’t find my item in the search bar. Can I still send it in?

  Please do not send in any item that you have not identified through the search bar, as it will not be eligible for a reward and cannot be returned to you. When searching for your item(s), please refer to the "Where can I find my style ID?" guide under the search bar. If you cannot find your item, it is possible we do not yet accept this style for the Altuzarra Archive program (most styles prior to 2018 are not currently in the system), so please fill out this form and we will reach out to you with any updates.

• Why was my item rejected?

  Items may be rejected if our team:

  • Is unable to match the physical item to an item appearing in the submission request
  • Deems the item to be non-compliant with our Terms and Conditions

  Please ensure that you only send in items that you have correctly identified through the search bar, in the correct color and size. Rejected items cannot be returned to you and will not qualify for a voucher reward. Please reach out to altuzarra@reflaunt.com if you need to amend your submission.

• How is the value of my items determined?

  Our team of experts determines a voucher amount for each item based on a pricing algorithm that takes into consideration market trends, demand and the item’s condition.