Frequently Asked Questions

Having second thoughts about your purchase? It’s OK – we are here to help!

If for any reason you are not satisfied with your order, please visit our returns center to start a return. Please do not return any orders without using the returns center first.

We will accept any unworn items fully packaged within 30 days of your order date unless it is a sale item. All "sale" and "clearance" items are final sale. We do not offer returns on gift cards.

We cover return shipping on first orders and all exchanges made within the US. We do not offer free returns for all other countries at this time and you will have to return your purchase with your own shipping label. Please note that customs and duty fees are not refundable at this time.

We understand that you will be trying on the shoes to see if they fit, but if you decide to return them, they need to return in the same condition they were received. That means products must be returned in the original packaging. Any products returned that cannot be restocked because of light wear will be recycled and a $75 recycling fee will be deducted from your return. This fee helps us cover some of our processing costs in donating shoes we cannot sell to women in need via Soles 4 Souls.

To avoid this charge, we suggest you try the shoes on a carpeted area and wipe the bottoms of the shoes with a damp paper towel afterwards if they look a little scuffed. We do not refund shoes that have been worn outside or show extensive wear. If you have any doubts please feel free to send us a picture, we don't want you to have any surprises about your return!

Please note it can take 3 - 5 business days to process your return after your package has been received at our warehouse partner. You will be notified by email once your refund has been applied.

No, we currently are only available online. Our items will need to be shipped back to us in order for us to reimburse you.

The refund will be applied to the credit card or other method of payment initially used to make the purchase. Please note that depending on your financial institution, it may take an additional 2-10 business days after your credit is applied for it to be reflected on your statement if you used a credit card (up to 30 days for internationally-issued cards). 

We understand that you will be trying on the shoes to see if they fit, but if you decide to return them, they need to return in the same condition they were received. That means products must be returned in the original packaging. Any products returned that cannot be restocked because of light wear will be recycled and a $75 recycling fee will be deducted from your return. To avoid this, we suggest you try the shoes on a carpeted area and wipe the bottoms of the shoes with a damp paper towel afterwards if they look a little scuffed. We do not refund shoes that have been worn outside or show extensive wear. If you have any doubts please feel free to send us a picture, we don't want you to have any surprises about your return!

We are happy to exchange your order within 30 days of the original order date. The return shipping will be free on all exchanges.

If your original order was made with a promotion that is no longer running, please contact us so we can manually process it.

Exchanging for a New Size:

If you are exchanging for a different size please request it through our returns center.

Exchanging for a New Style:

If you want to exchange for a different style, please request a return through our returns center and place a new order the new style.

Exchanges on Final Sale Items:

If you bought your first pair on sale, we understand the sizing may not have worked out. We offer exchanges based on availability and will cover shipping back to you once you return them. Please email us at info@alterreny.com so we can process your exchange.

If you need help with returning or exchanging your order, please feel free to email us at info@alterreny.com. We will get back to you within 24 hours.