Refund & Return policy
Refund & Return policy
30-Day Money Back Guarantee
Returns/Refunds or exchange items are accepted up to 30 days after receiving your order.
To do this, just contact us at returns@altsoleshoes.com explaining the reason for the return and we'll provide you with instructions on how to send the article(s) to us for a refund of the cost of your purchased item(s).
To be eligible for a return, your item must be in the same condition that you received it in.
In the unlikely event that the product has a manufacturing defect, we will replace it, or if not available in stock, return the full cost of your purchase, without any further expense on your part.
Returns are available for full-priced items. Gift Cards are non-refundable.
Any order discrepancies or damaged items received must be reported within 5 days of delivery. Include your order number, a brief description of the issue & a picture of the item. Send to support@altsoleshoes.com
We're NOT responsible for orders delivered to an incorrect address supplied by the sender. Please check your shipping info twice.
How do I change or cancel my order?
Once your order has been placed, we are unable to make changes or cancel your order. If you have made an error in your delivery address, please contact us immediately via email at orders@altsoleshoes.com or any other contact method. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.
How do I return my order?
Returns/Refunds or exchange items are accepted up to 30 days after receiving your order.
If you want to return your for a refund or replacement, please contact us at: returns@altsoleshoes.com to start the return process.
Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
Returned items must be in the original packaging, including any accessories, manuals, and documentation.
Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange.
Returns made without receipt may be refused. “ALT-SOLE SHOES” reserves the right to deny any return.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
Please contact our Customer Support team to start the return process.
Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
How long is the returns process?
Processing returns may take up to 14 business days from the day we receive your return.
We will email you to confirm once your return has been processed.
Do I need to pay for the return?
You are responsible for the return costs, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. All return shipping fees and other miscellaneous fees are the responsibility of the customer.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the
returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.