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FAQ

ORDERS
MONTHLY SUBSCRIPTION
BILLING & SHIPPING
RETURNS
MISC
ETHICS




ORDERS:

How will I know if my order is confirmed? 

After placing your order, a confirmation page will appear and you will be sent an email receipt. Better yet, if you sign up for an account, it will be shown in your purchase history.

Can I make changes or cancel my online order? 

Yes, you'll have 24 hours after your order to let us know if you'd like to change anything or cancel it. Please email us at info@alterreny.com.

Can I change the style, color or size after an order is placed? 

Yes, you'll have 24 hours after your order to let us know if you'd like to change anything about your order. Please email us at info@alterreny.com.

How can I track the status of my order? 

Aside from pre orders, you should receive an email with your tracking number inside within 2 - 3 business days after purchasing. If for any reason you are concerned about your package, send us an email and weʻll get back to you as soon as we can. 

What if I place an order and Alterre doesn't have the item in stock? 

Our online inventory is being continuously updated, but on rare occasions we may run out of something before our system is updated.  If that happens, we will gladly reimburse you or work with you to find a comparable item.

What is a Pre Order item? What if I want to cancel a Pre Order? 

When an item is on pre order it means that our wonderful team in Brazil is still working hard to manufacture our products and send it to us.  Weʻll put the items online because we want you to get first dibs on our product, and we will prioritize youʻre shipment to get it to you as soon it lands in New York.                                              

How is my order processed? Can you ensure that my credit card information is kept private when ordering?

We process our orders through Shopify and Stripe. Each company individually encrypts the credit card information so that we don’t ever have your full details. If your credit card company sends a notification that someone in Nebraska is purchasing furniture with your Amex, don’t worry, it’s not us.

What is your return/exchange policy?     

Check out our shipping and returns page. 

 

 

 

MONTHLY SUBSCRIPTION:

What is the Alterre Addiction Subscription?

It's our monthly subscription and the best way to save 25% on our shoes for just $5/month. Check out the full details on our subscriptions page or below:

What You Get:

  • 25% off all looks and lifts
  • FREE domestic shipping, returns, and exchanges

How it Works:

  • Every month, $5 is charged on the 15th of the month and is transferred to store credit that is available to use the following month for your next shipment. The credit accrues over time, meaning if you order again in 3 months you have $15 to spend!
  • Once a month you can receive as many shoes or straps as you like at 25% off retail. You don't have to order something every month.
  • Log into your account anytime to place your order and we'll ship it out on the 15th of the month.
  • Cancel anytime! We'll convert any remaining credit to a gift card that can be used online anytime.

How to Join:

  • Create an account by clicking here.
  • Add a card to your profile (Paypal not accepted).
  • Select "Your Account" on the toolbar and choose "Sign Up"
  • Add the Alterre Addiction option to your cart and check out. Make sure to add your shoe size!
  • Select "Your Account" again and choose "Shop"
  • Select your new shoes and "Add to Cart" at the bottom of the page.
  • Check out and your selections will be posted under "Billing History" and on the calendar.
  • We'll send your first order right away! After that, your orders will always be sent on the 15th of the month.

 

I'm having trouble logging in and shopping...

Watch this short video on how to log in and shop on the subscription platform on desktop:

 

 

It's not working on mobile! Help?

We're working to make our mobile subscription more streamlined, until then please follow these steps to add products to log in and add to cart:

Step 1 - Log into subscription platform at (only on the monthly subscription page):

Step 2 - Click widget navigation bar (different than the main website navigation): 

Step 3 - Click "Your Account" on dropdown menu:

Step 4 - Click "Shop Styles":

Step 5 - Scroll down to see all the styles and use the + or - to choose quantity:

Step 6 - Check out by scrolling to the bottom of the widget:

 

How do I add/change my shoe size preference?

You only need to put your size preference in once (not with every order). You can update your shoe size and width anytime under "My Profile" by editing your information in "My Addresses". 

 

Why isn't the discounted price showing?

You may have logged into your main website account which is not tied to our subscription platform. Please log in ONLY through sign in on the monthly subscription page.

 

How can I cancel my subscription?

You can cancel anytime by by clicking "Subscriptions" and canceling your listed subscription.

 

How can I re-subscribe?

You can always re-subscribe by logging into your subscription account and clicking "Sign up" under "My Account". All of your customer information will be saved regardless of an active subscription.

 

BILLING AND SHIPPING:

What shipping options are available in the continental USA? 

We offer FREE shipping on orders over $150. If you sign up for our email list, you get FREE shipping on all orders. All you have to do is sign into your account and it will be applied at checkout! To see more about our shipping policies please visit Shipping and Returns.

What are the express and international shipping fees? 

We offer a couple ways to ship to Canada.

Option 1 - UPS: The shipping price shown will be inclusive of all taxes and duties.

Option 2 - USPS: We offer shipping through first class package or priority international mail. Both are great affordable options, however it is not inclusive of duties and handling fee. You will be charged directly by the post office once the shoes arrive in Canada. The duty is normally around 13% of the total cost.

When is my order shipped? 

With the exception of pre-orders, your order will ship within 2 - 3 business days of it being placed.

Can I ship an order to a P.O. box? 

Yes, as long as it is in the United States.

Can I ship an order to multiple addresses?

Unfortunately we cannot offer shipments to multiple addresses at this time.

Do you ship products internationally?
At the moment we only ship to Canada and Mexico outside of the US. However, we are working towards eventually including full international shipping.

 

 

RETURNS:

What is your return policy?

We will accept any unworn items fully packaged within 14 business days.

How do I return something?

Currently we are only available online. Our items will need to be shipped back to us in order for us to reimburse you.

How long does it take to process my return? 

Once we receive your package, we will begin processing your return. You will receive an email as soon as we finish processing your return.  Please note that your banking institution or payment process may take a few extra days after we have submitted your return.

Do you process exchanges? 

We are unable to offer exchanges at this time, however we do accept returns! If for any reason you are not satisfied with your order, simply send it back to us within 30 days of the original order date. You are responsible for return shipping. Once your return is processed, you will receive a refund for the amount paid for the returned item back to the original method of payment. Any outbound shipping charges paid will not be refunded if the order is returned. All merchandise must be unworn and in the same condition it was received.

For further details please read "How do I return my order?" below.

How can I contact Alterre for additional assistance? 

If you need help with your order please feel free to email us. 

How do I return my order? 

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, simply send it back to us with the shipping label provided in your package within 30 days of the original order date.

We appreciate that you have supported our small business and hope that you understand that we cannot cover the costs for return shipping. Once your item/s have been returned, the return shipping cost will be deducted from your refund amount unless it is a part of the Just Try It program (see details below).

All merchandise must be unworn and in the same condition it was received. Products must be returned in the original box and/or packaging.

It can take around two weeks for your return package to reach us and be processed by our returns team. You will be notified by email once your refund has been applied.

Just Try It Program:

We know that buying shoes is tough online. We try to be as thorough as we can about how our shoes will fit but know that nothing is more convincing than just trying them on. That's why we will pay for the return shipping on your first order and you can try Alterre risk free!

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).

 

MISC:

How do I attach the look to my shoe? 

Check out our awesome how-to video.

Can I attach the look to another Alterre base? 

Yes!  We've designed our looks to work on both heel heights. 

Can I share my look with someone else? 

Of course! As long as they are also using an Alterre base and share the same shoe size.

Do you offer half sizes? 

Currently our shoes are only available in whole sizes. We recommend moving up one size if you generally wear a half size or ordering shoes that are either narrow or wide depending on the proportions of your feet.

What comes in a Starter Kit? 

Each starter kit comes with a matching Jackie look and a second look that is pictured in the individual product page of each starter kit.

What heel heights are offered with Alterre? 

Currently we offer three different heel heights.  Our sandal sits at a leisurely 1.5" high, our mule is a comfortable 2.5", and platforms at 4".

Have the shoes been tested for safety and comfort? 

Yes! Our team at Alterre cares about the safety and comfort of our product.  We've tested with women of different sizes and background to make sure our product is something we can be proud of. We would love to hear your opinion if you think there is anything we can do to improve.

What if the stud on the bottom of my shoe comes off? 

If for any reason the stud on the bottom of your heels fall off, contact us and weʻll send you a handy dandy stud repair kit.

What is the span of their wearability/ how long do they last?

Our shoes last approximately 1-2 years with moderate use. The soles never wear out but after repeated use the leather may begin to look worn.

Where are your headquarters located?

We’re based in the tiniest of tiny studios in Tribeca, New York, NY.

 

 

 

ETHICS:

How did you decide to produce your shoes in Brazil and why?

After reaching out to several factories across the world and multiple factors ended up leading us towards Brazil. We found that the factory we chose was extremely professional, transparent in regards to contributing information as to how they treat their employees and how they produce their products, and respected us as women with a serious vision. We also loved that everyone working at the factory was happy and willing and enthusiastic to contribute to our ideas.

Are you a not-for-profit company?

Haha no, unless you count not making a profit as not-for-profit. We do however donate 5% of our profits to a charity called Restore NY.

How is your product socially responsible?

We work with a fair labor factory and try to limit the amount of heels produced by creating interchangeable straps so that there are more looks than actual shoes. By not having to make excess shoes, excess amounts of plastic parts are minimized.

What does fair labor mean?

Fair labor means that the factory where our products are produced pay their workers fair wages, and we pay a little more money to make sure our shoes aren’t making women bleed.

Are your shoes made out of real leather or synthetic leather?

The outside of the shoe is made of real leather and the lining is made of synthetic breathable faux leather.

What type of leather are your shoes made out of?

Calfskin leather

What material are the heels and straps of the shoes made of?

The inside of the heel is a plastic composite, but the outside of the heel is covered in real leather, as are the interchangeable straps. The outsole and lining are made of synthetic leather.

Are Alterre shoes eco friendly? Are they composed of any substances that may be harmful to the environment?

We struggled with whether or not we should use leather because it being unethical, but at the end of the day we decided against using a wasteful entirely synthetic material, which uses a great deal of chemicals and water to make. We wanted to be able to believe in the quality of our product.

What is the environmental impact of the production of Alterre shoes?

We try to source all of our materials from the same part of Brazil to lower the carbon footprint of transportation.

Are the labor conditions of those involved in the production of the shoes fair?

Yes, our factories employ fair labor practices.

Where are Alterre shoes produced?                                                                      

Alterre shoes are produced on the southern tip of Brazil, in a small town called Sapiranga.                                                                                                                    

Are any of the proceeds from purchases of Alterre products donated to organizations? If so,which?                                                                                        

We donate 5% of our proceeds to Restore NYC, an organization that rehabilitates victims of sex trafficking, and sets them up for a brighter future.                              

What kind of factory are the shoes produced in? Are the working conditions safe?

To the best of our knowledge, the factory is working in accordance to Brazilian laws and health codes. When we visited, everyone was smiling and happy, and there were even plants hanging in the windows!                                                                           

Why do you use plastic for the shoes’ heels if plastic is a wasteful pollutant?Wooden heels are heavier and more expensive than plastic, and it would make it harder for us to insure that we are giving you consistent quality if we were to use them. Not using handmade wooden heels maintains a more affordable price point for our buyers as well.                                                                                                               

Do the workers involved in Fair labor production enjoy a better quality of life within their communities?                                                                                         

The workers in the factory enjoy a happier life, as working in a fair labor environment provides more opportunity, and better pay and treatment.                                        

What is unique about your shoes?                                                                         

Alterre is the only modular shoe brand which allows you to change the straps between different heel heights, instead of with only the same type of shoe. Our straps are interchangeable between high heels, sandals and mid heels.