Help center
Quick answers to the questions we hear most. Can't find what you're after? Get in touch.
Buying
How do I place an order?
Add items from one shop to your cart and check out. If you want items from another shop, place a separate order for that shop. You'll get an order confirmation by email right away.
Is my purchase protected?
Yes. Every order is covered by Alternae Buyer Protection. If an item never arrives or shows up significantly not as described, contact us within 30 days of the expected delivery date and we'll help you get a refund.
Can I cancel an order?
If a seller hasn't shipped yet, message them through your order page to request a cancellation. Once an item is on its way it can't be cancelled, but you can still start a return if something's wrong.
Selling
How do I open a shop?
Head to Start selling, give your shop a name, and pick whether you're an individual seller or a registered business. You can list your first item in a couple of minutes, no upfront fees.
What does it cost to sell?
Listing is free. When an item sells, Alternae keeps a commission of 8.9% + $0.40 on the item total and passes the rest straight to you. There are no monthly fees and no charge for items that don't sell.
When do I get paid?
Alternae is the Merchant of Record and collects every payment. After an order clears its escrow window, your share is credited to your Alternae wallet; you can then request a payout using an available withdrawal method. There is no Stripe or other payment account for sellers to connect.
Shipping & returns
Who handles shipping?
Sellers ship their own items and set their own shipping costs and processing times, shown on every listing. Once an order ships, the seller adds tracking so you can follow it from your order page.
How do returns work?
Returns and refunds are governed by the Alternae Fulfillment Policy. A shop may publish item-specific eligibility or handling notes, but those notes never override the marketplace policy. Contact Alternae to open a request; as Merchant of Record, Alternae reviews the request and issues any approved refund.
Account & payments
Which payment methods can I use?
We accept all major credit and debit cards, processed securely through Stripe. Alternae never stores your full card number.
How do I change my email or password?
Open your account settings from the menu in the top-right. From there you can update your profile, manage addresses, and review past orders.
Still stuck? Email us at contact@alternae.io and we'll get back to you within one business day.