RETURN POLICY

While we always want you to love your new purchase, we understand that sometimes it's not the right choice.

Refund Policy

To be eligible for a return, your item must be in its original packaging, unworn and in the condition in which it was received. When trying on shoes, be sure to clean the bottom of your feet, wear clean socks and walk on a carpeted surface to protect the outsole.

If the product is not in its original condition or has been used, we will not be able to accept returns or exchanges due to incorrect size selection. We are not responsible for personal injuries resulting from wear and tear on our products and/or incorrect size selection.

Please note that shipping costs for the original order are non-refundable.

All international orders (outside the US and Colombia) are final sale, non-refundable and non-exchangeable.

Please note that we monitor customer return activity. If we detect potentially abusive return activity by a customer, that customer will be notified via email that ALTA SHOES SAS will deduct any future return shipping fees from their refund.

Regular Priced Items

• From the date of delivery, merchandise can be returned within 30 days and refunded to your original form of payment.
• Returns and exchanges are free in the United States.
• All international orders (outside the US and Colombia) are final sale, non-refundable and non-exchangeable.

Items on sale

• Refunds for store credit or exchanges for purchases of discounted items are accepted. However, these procedures are only possible within 10 days of receiving the order.
• Shipping costs for returns by mail are the responsibility of the customer.
• Please contact our customer service team at comercial@shoesalta.com to request returns of discounted merchandise.

Initiate a US return

By mail

Please contact our customer service team at comercial@shoesalta.com to request merchandise returns.

• Once your request has been approved by our team (1-2 business days), you will receive the shipping label via email. Please print the return label that you will find in the email attachment.
• Place the shoes in their original box. Ship the box in a bag. A $5 repackaging fee applies for significant damage to the shoe box or if the shoe box has been used as a shipping box.
• Place the shipping label on the outside of the package.
• Take the package to a UPS service counter.
• Once your returned item has been received and inspected by our team, you will receive an email confirmation and a refund will be issued via your original payment method.