FAQ

Jump to a section by clicking the topics below:

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?

You will receive a shipping confirmation email with your tracking number once your shoes are shipped. 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.

How does the sale and clearance section work?

We place some of our styles on sale seasonally and put the ones that are soon to be discontinued in clearance. We calculate our sale prices by discounting from the original price of a base or strap.

All of our shoe combinations are the prices of both the strap and shoe base combined. Sometimes a shoe combination can have a strap that's in clearance, but not the base shoe. Meaning the price reflected accounts for just the strap being 65% off.

Please note that all of our sale items are also final sale. If it is your first purchase, we're happy to exchange it for a different size or a different style that is equal to or lesser than the value of the shoe you purchased.

The shoes I just bought went on sale! Will you price match them?

Yes! If you bought an item that went on sale or a further reduction within 7 days of your order, we're happy to refund you the difference in price. Just email us at info@alterreny.com.

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 we do.

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. We process international orders through 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.

SHIPPING/RETURNS:

What is your shipping policy?

Please check out our shipping and returns page for more details.

When is my order shipped?

With the exception of pre-orders, your order will ship in 1 business day 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?

Yes! We ship to 217 countries via UPS, here's a full list.

RETURNS:

What is your return/exchange policy?

Please check out our shipping and returns page for more details.

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 can I contact Alterre for additional assistance?

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

ABOUT OUR SHOES:

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 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.

What shoe size is the best fit?

Check out our handy size guide. Shopping internationally? Please see our international size chart.

What heel heights are offered with Alterre?

Currently we offer five different heel heights:

- 3/4" : ballet flats

- 1.5" : slides, loafers, sandals

- 2.5" : mules

- 3" : v mules, open toe heels, stilettos, boots, twist sandals

- 4" : platforms

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.

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.

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 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 are made from recycled denim, reclaimed polyester fabric, or silk. The lining is made of synthetic leather as is 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?

Yes! At least we try to be as much as possible. Please see our Sustainable Materials page for more details.

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. For a full list of our suppliers please see our Sustainable Materials page.

How do I know you have been certified as sustainable?

Rest easy, we have been awarded the Butterfly Mark by Positive Luxury in recognition of excellence in sustainability.

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 at Pacific Shoes located in 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 do you do with your discontinued and sample shoes?

We donate them to Soles4Souls so they can be re-sold in second hand markets, recycled, or donated to those in need. Find out more about them on our Reuse + Recycle page.

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! They have also signed our Supplier Code of Conduct.

Why do you use plastic for the shoes’ heels if plastic is a wasteful pollutant?

We actually use recycled plastic in all of our heels and lasts! But yes it is still plastic. 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 you 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.

Do you have a corporate Code of Conduct?

Of course we do! You can check out our company's Code of Ethics, Employee Code of Conduct, and Retaliation in the Workplace Policy if you're interested.

What is unique about your shoes?

Alterre is the only customizable 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, flats, boots and mid heels.

BUY NOW, PAY LATER:

We want to make it as simple as possible for you to buy a pair of Alterres. That's why we've partnered with Sezzle so you can buy our shoes in 4 easy payments with 0% interest. Find out more on our Sezzle Layaway Program page.

REFER A FRIEND PROGRAM:

Share Alterre with your friends and earn $35 towards new shoes when your friend places their first order. The best part is that they get $35 off too! There isn't a limit on how many friends you refer, so start earning your new pair by making your first referral. The referral program is currently only available to customers in the US.

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