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SHIPPING

RETURNS

EXCHANGES

SHIPPING

Domestic

We offer FREE shipping to all US states through USPS First Class, USPS Priority Mail, or UPS Ground. Items normally arrive 2-3 business days after your item has been shipped. Orders ship from New York City.

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

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:

*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:

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:

* 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:

Calculating Your Total Costs 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.

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.

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 5 - 7 business days 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. And 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). 

EXCHANGES

We are happy to exchange your order within 14 days of the original order date. Just send it back in it's original packaging as a return and re-order your exchange. The return shipping on your first order will be free.

If your original order was made with a promotion that is no longer running, please contact us so we can manually process it.

If you would like to expedite your refund processing before you place the exchange order, please contact us.

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 the 7 day trial period and place another order for the correct size. You will not have been charged for the first trial order.

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.

QUESTIONS?

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

We Donate 5% of our Profits to Restore NYC

Our shoes are inspired by strong women and the many roles they lead. We've even named our looks after women we admire. Muses include headstrong socialite Elsie de Wolfe and Billie Holiday, who inspiringly overcame a tough childhood and became a jazz icon.

Since we are inspired by strong women, we always give 5% of our profits to Restore NYC. Restore is a non-profit organization that provides long-term rehabilitation to victims of sex-trafficking in New York,  which is one of the largest global markets for human trafficking.  By giving these ladies an education, a place to stay for up to a year and placement with local and national companies, Restore breaks the cycle of abuse these women endure, and gives them a fresh start. To learn more see our video below and visit www.restorenyc.org.