All Alterre shoes are produced using a fair labor manufacturer called Pacific Shoes in Sapiranga, Brazil. We visit the factory ourselves about every 2 years and they have signed a detailed Supplier Code of Conduct with us to show their commitment for a range of things from protecting workers to not engaging in any form of human trafficking or involuntary labor. We reduce both out leather and plastic waste by making our heels with recycled plastic and using a laser cutter for our patterns. Most of our components are also sourced within the same city as our factory, which helps reduce our carbon footprint and support the local economy. We love working with our factory because it is managed by a woman and also has a program that sponsors any worker that wants to move to a management track. If the person who packs the shoes into the boxes wants to go up the chain, the factory will train them and even pay for qualification programs! We commit to assessing the factory as new sustainability standards arise or when we visit in person. If they ever do not meet our ethics standards, we commit to withhold our orders or switch our production to a suitable alternate factory until they resolve the issue. As we grow, we commit to being socially responsible and have been awarded the Butterfly Mark from Positive Luxury in recognition of our excellence in sustainability. We are assessed by them every two years to ensure we are meeting any new sustainability standards.

Learn about our sustainability initiatives using the links below: 

Butterfly Mark Award

Sustainable Materials

United Nations Sustainable Development Goals

Ocean Plastic Cleanup

Recycled with Soles4Souls

Repairs

Jump to a section by clicking the topics below:

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 business day for your order to be processed. Orders ship out at 5pm EST 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 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 USPS First Class or USPS Priority Mail:

• 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

International

We offer shipping through UPS Saver (3-5 Days) or UPS Expedited (4-7 Days) to 217 countries (see full list). Customs and duty fees are estimated and collected at checkout so there aren't any surprise costs. Orders ship from our warehouse partner in Jacksonville, FL in 1 business day. We provide a tracking number via email so you can stay up to date on your order once it's shipped.

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 appreciate that you have supported our small business and hope that you understand that we only cover return shipping on first orders made within the US. Once your item/s have been returned, the return shipping cost will be deducted from your refund amount. However, we do always offer free shipping on exchanges.

All merchandise must be unworn and in the same condition it was received. Products must be returned in the original box and/or packaging. Any products returned that are ineligible will not be refunded.

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 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.

QUESTIONS?

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