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COVID-19 UPDATE: We've closed our NY office and aren't shipping orders until further notice. LEARN MORE

FAQ

ORDERS
BILLING & SHIPPING
RETURNS
MISC
ETHICS
TRY BEFORE BUYING



 

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 can make changes to your order until you get the shipping confirmation by email. 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 by default and Paypal, Google or Amazon Pay if you choose it at checkout. 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. 

 

BILLING AND SHIPPING:

What is your shipping policy? 

NEW YORK CITY

We offer domestic shipping through USPS First Class, USPS Priority Mail, or UPS Ground. We offer FREE shipping on orders over $150. Items normally arrive 1 business day after your item has been shipped. You can also pick-up in studio by making an appointment here.

 

DOMESTIC

We offer domestic shipping through USPS First Class, USPS Priority Mail, or UPS Ground. We offer FREE shipping on orders over $150. Items normally arrive 2-3 business days after your item has been shipped. Orders ship from New York City.

 

CANADA

USPS (recommended) We offer shipping through first class package (7-21 business days) or priority international mail (6-10 business days). Both are great affordable options, however it is not inclusive of duties. They also charge an additional handling fee of $9.95. You will be charged directly by Canada Post once the shoes arrive in Canada. Please see a general sales tax and duties breakdown by province below:

 Province

GST, HST, PST Total* 

Alberta 5%
British Columbia 12%
Manitoba 13%
New Brunswick 15%
Newfoundland and Labrador
15%
Northwest Territories 5%
Nova Scotia 15%
Nunavat 5%
Ontario 13%
Prince Edward Island 15%
Quebec 14.98%
Saskatchewan
11%
Yukon 5%


*sales tax calculated from total cost of order + shipping

 

DHL - The fastest option (1-3 business days). They charge an additional $11 or 2.5% of the total duties (whatever is higher) plus a $5 service fee for brokerage. You will be charged directly by DHL once the shoes arrive in Canada.

 

Shipping Comparison - See an example of an order shipped to Ontario below:

Order Shipping Duties  Fees  Total
USPS First Class
190.62 CAD
31.54 CAD
28.88 CAD
13.08 CAD
264.12 CAD
DHL Express 190.62 CAD 42.07 CAD
30.25 CAD 
21.03 CAD 283.97 CAD
USPS Priority 190.62 CAD 50.36 CAD 37.90 CAD 13.08 CAD 285.39 CAD

 

 

UNITED KINGDOM

USPS (recommended) - We offer shipping through First Class Int'l (7-21 business days) and Priority Mail Int'l (6-10 business days) and both are great affordable options, however they not inclusive of duties. You will be charged directly by Royal Mail once the shoes arrive in the UK. They charge an £8 handling fee. They will also add an 8% duty and 20% VAT on orders over £135. Please see pricing examples below:

 Total Value* Duty VAT
£0 - £15
£0
£0
£15 - £135
£0
£3 - £27
£136 - £200
£10.88 - £16
£29.38 - £43.20
£201 - £300 
£16.08 - £24
£43.42 - £64.80
£301 - £400
£24.08 - £32
£65.02 - £86.40
£501 - £600
£40.08 - £48
£108.22 - £129.60


* Price includes shipping cost 

 

DHL -The fastest option (2-3 business days). You will be charged directly by DHL once the shoes arrive in the UK. They will charge a 9.5% fuel surcharge (as of Feb 2020) and an advance payment/disbursement fee of 2% of duties ($15.00 minimum) on top of duties and taxes.

 

Shipping Comparison - See an example of an order shipped to the UK:

Order Shipping Duties/VAT  Fees  Total
USPS First Class
£110.85
£25.96
£38.31
£8
£183.12
USPS Priority
£110.85
£45.55
£43.55
£8
£207.95
DHL Express
£110.85
£34.32
£40.65
£25.26
£211.08


 

CALCULATING YOUR TOTAL COST WHEN ORDERING INTERNATIONALLY

Order Price + Shipping + Duties/Taxes + Brokerage Fees = Total Price
 

Disclaimer: We have represented the taxes, duties, fees and brokerage costs to the best of our abilities but don't guarantee accuracy.

 

How do I exchange my order?

We are happy to exchange your order within 14 days of the original order date. Just contact us at info@alterreny.com. We'll send you a return shipping label and process the exchange as soon as we get the shoes back. The return shipping on your first order will be free if it is domestic.

If your original order was made with a promotion that is no longer running, please email us at info@alterreny.com so we can manually process it.

If you would like to expedite your refund processing before you place the exchange order, please email us at info@alterreny.com. 

 

When is my order shipped? 

With the exception of pre-orders, your order will ship within 2 - 3 business days of it being placed. If there are any delays in shipping we will contact you.

 

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?

We ship to Canada and the UK 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 days of your order date, unless it is a sale item. All "sale" items are final sale. We do not offer returns on gift cards.

 

Can I return my order at a store?

No, we currently 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? 

Yes, as long as you request it within 14 days of purchase. Unfortunately we cannot cover shipping for the new pair unless it is your first order.

 

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 on size for first orders based on availability and will cover shipping back to you once you return them. Please attach the return label included in your order to the outside of the same box it arrived in and drop it off at your local post office. If there is no return label included in your box please email us at info@alterreny.com.

 

Exchanges with "Try Before Buying" Program:

If you bought shoes through the "try before buying" program, please return them within 7 days using the included return label and place another order for the correct size. You will not have been charged for the first trial order. If there is no return label included in your box please email us at info@alterreny.com.

If you miss the trial window, please email us at info@alterreny.com so we can process your exchange manually. You can exchange any order for up to 14 days after the date of purchase.

 

How can I contact Alterre for additional assistance? 

If you need help with your order please feel free to email us at info@alterreny.com. 

 

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, please email us at info@alterreny.com  and we will send you a return label. Just put it on the same mailing box you received it in and drop it off at your local post office.

We will accept any unworn items fully packaged within 14 days of your order date unless it is a sale item. All "sale" 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 cannot cover the costs for return shipping, unless it is your first order. Once your item/s have been returned, the return shipping cost will be deducted from your refund amount.

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.

 

Return Shipping for "Try Before Buying" Program:

If you are ordering as a part of our "Try Before Buying" program, we will cover the shipping and return. Please attach the return label included in your order to the outside of the same box it arrived in and drop it off at your local post office. If there is no return label included in your box please email us at info@alterreny.com.

Please remember to return within the 7 day trial period or your card will be charged. If you miss that window, you still have up to 14 days from the order date to return them. 

 

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 (strap) 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 all of our heel heights. The only exception are our boots, where only certain straps (Erykah, Tomoe, Tilda, Nancy, Grace) will fit.

 

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? 

We offer half sizes on select shoes which you can shop here. If the pair you want doesn't come in half 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. Please see the sizing guide for details.

 

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 four different heel heights.  Our sandals, slides and loafers sit at a leisurely 1.5" high, our mule is a comfortable 2.5", our open toes, stilettos, and boots at 3", 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 at info@alterreny.com 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 rubber soles never wear out but after repeated use the leather may begin to look worn. If you have one of our leather sole stilettos or boots we recommend getting a sole guard placed on the outsole to extend its lifespan, which most shoe repair stores can do for you. Please feel free to contact us at info@alterreny.com with any specific shoe care questions!

 

How should I clean my shoes?

We suggest wiping them with a damp cloth for any minor dirt or residue.

 

How should I protect my suede shoes?

Our suede holds up pretty well (our founders have even worn them in the rain) and is better for hiding scuffs than our regular leather, however you can spray them with a shoe protector spray like this one to keep your shoes looking newer longer. This spray is for both leather and suede, however keep in mind the spray may make your shoes slightly darker.

 

Where are your headquarters located?

We’re based in a cozy studio in Tribeca, New York, NY.

 

Do you have a warranty policy? 

Yes! We will replace your shoes within 90 days if there is a factory defect, ie. the heels breaking off, constant squeaking etc. Please email us at info@alterreny.com with any issues you are having with your shoes and we can determine if it's within our warranty.

In the event the metal stud on the outsole comes off, just email us and we will send you our hand dandy repair kit anytime.

 

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 and pig or kid suede.

 

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

The inside of the heel is a recycled plastic composite, but the outside of the heel is covered in real leather, as are the interchangeable straps. Our fabric straps (Pixel Glitter and Silk Floral styles) are vegan and we are working towards making a vegan option for shoes. The lining are made of synthetic leather and the outsole on some of of our shoes.

 

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.

 

 

 

 

TRY BEFORE BUYING:

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.

Unfortunately the "Try Before Buying" program is only available for domestic customers at this time.

 

How does the Try Before Buying program work?

We’ll validate your credit card through an authorization. Rest assured we will only charge your card if you decide to keep the item(s). Try the item, and only pay if you decide to keep it through the trial period (7 days). We'll only then charge your card.

 

What does "try" mean? Can I wear them outside?

Think of it as trying on shoes at a shoe store! We want to take the guess work out of sizing or style. So "try" means you can see if a new style or color fits what you were looking for or if the shoes fit right. It doesn't mean you can wear them outside and around town for a week.

We only take back unworn shoes, so we suggest you try them on a carpeted area indoors to avoid any wear and tear.

 

Was my card charged when I placed the order?

We validate your card through an authorization for the full amount of the order. You'll see a pending charge on your statement, but rest assured that's not a charge. We'll only charge your card for the items you decide to keep.

 

When does the trial period begin?

We track when the package was delivered to your house, which starts the trial period. You have until the end of your trial period (7 days) to postmark returns.

 

Can I try sale items?

Unfortunately, all of our sale items are final sale and not eligible for the "try before you buy" program.

 

The shoes didn't work out, how do I return them?

Please attach the return label included in your order to the outside of the same box it arrived in and drop it off at your local post office. If there is no return label included in your box please email us at info@alterreny.com.

 

How do you know not to charge my card for the items I’m returning?

When you initiate a return, we know which items you plan on returning and know to expect these items at our studio. We provide ample time for your returned items to arrive at our studio, where we inspect the items and process your returns.

 

What if I decided to keep the items but then want to initiate a return?

Once the 7 day trial period is over, your order will fall under our normal return policy. So don't worry, you can still return them up to 14 days after the date of purchase.

 

What if I want to exchange the size?

Just send them back within 7 days and place a new order for the correct size. You won't be charged for the original trial order.

If you miss the trial window and your card is charged, please email us at info@alterreny.com within 14 days of purchase to process an exchange.