Customer Service
Help with an order, a return or your suitcase.
Here to help
At ALTAIR, there is no waiting queue or ticket system to swallow your message. You write; we reply — usually within 24 hours on working days.
Email us
This is the quickest and most reliable way to reach us — for questions before buying, as well as orders, returns, warranty cases and spare parts.
Help us answer faster
It helps if your first message includes:
- your order number (in your confirmation email, for example #1234)
- a short description of the issue
- for damage: a photo of the whole suitcase and a close-up of the affected part
This often lets us offer a solution in our first reply.
Find an answer now
Postal address
Scaleflow Limited
Registration number: 81387900
FLAT 2304, 23/F HO KING, COMM CENTRE
2-16 FA YUEN STREET
MONG KOK, HONG KONG
Please do not send goods to this address without writing to us first. We cannot reliably identify unannounced returns, which can significantly delay processing. Full details are on our returns and refunds page.
Advice before you buy
Unsure about the size, cabin baggage rules or which bundle suits you? Email us before ordering. We will give you an honest recommendation, even if the smaller suitcase is all you need.
