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SHIPPING

RETURNS

EXCHANGES

 

 

SHIPPING

 

Domestic

We offer FREE shipping to all US states through UPS Ground. Orders ship from our warehouse partner in Jacksonville, FL. Please allow 1-2 business days for your order to be processed. Orders ship out at 5pm ET every weekday, so please contact us to make any changes to your order before that time. Most orders will arrive within 2 - 3 business days. We will provide a tracking number via email so you can keep tabs on your order once it's shipped.

 

US Territories

We ship to the following US territories and military bases through UPS or USPS, shipping charges apply:

• American Samoa
• Guam
• Northern Mariana Islands
• Puerto Rico
• U.S. Virgin Islands
• Micronesia
• Marshall Islands
• Palau
• Armed Forces Pacific
• Armed Forces Europe
• Armed Forces Americas

  

UK, Canada, Australia

We offer FREE shipping to the UK, Canada and Australia via UPS. You can also pay for expedited shipping through DHL. Please note that the customs and duty fees are charged at checkout.

Orders ship from our warehouse partner in Jacksonville, FL in 1-2 business days. Please contact us before 5pm ET to make any changes to your order before it ships out. We will provide a tracking number via email so you can stay up to date on your order once it's shipped.

If you are mistakenly charged duties or customs when your package arrives please contact us so we can refund you the amount that was double charged.

 

All Other Countries

We offer shipping through DHL or UPS to most countries (list of exclusions) and make international shipping easier by charging the customs and duty fees at checkout.

Orders ship from our warehouse partner in Jacksonville, FL in 1-2 business days. Please contact us before 5pm ET to make any changes to your order before it ships out. We will provide a tracking number via email so you can stay up to date on your order once it's shipped.

If you are mistakenly charged duties or customs when your package arrives please contact us so we can refund you the amount that was double charged.

RETURNS

 

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.

 

Refund Processing: 

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). 

 

 

EXCHANGES

 

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 are happy to offer exchanges based on availability. Please email us at info@alterreny.com so we can process your exchange.

 

QUESTIONS?

Please contact us via email: info@alterreny.com and we will get back to you as soon as possible.