Getting there, and getting back.

01What shipping costs

Shipping is shown as its own line in the cart before you pay. It is never folded into the item price and never added at the last step.

02When it arrives

Orders are dispatched within two business days of payment clearing. The windows below are counted from dispatch, not from the order.

These are the carrier’s working estimates, given in good faith. Customs clearance outside the European Union can add time we do not control and cannot predict.

Where no date has been agreed with you, the legal outer limit is 30 days from the contract. If we miss it you can set a further reasonable period and, if that passes too, cancel and be refunded in full.

A tracking number is emailed to you when the parcel leaves. If tracking has not moved for five business days, write to us rather than waiting: we open the carrier enquiry, not you.

03Where we ship

The destinations we serve are the ones listed in the country field at checkout. If yours is not there, we cannot currently deliver to it and no order can be placed.

We do not ship to territories covered by European Union restrictive measures, nor to any address where import of footwear is prohibited by local law. If your destination is affected we cancel the order and refund it in full before dispatch.

For deliveries outside the European Union, import duty and local tax are payable by the recipient on arrival. We do not collect them, we cannot estimate them for your country, and we cannot mark a parcel as a gift or understate its value.

04Damaged, lost or undelivered

Damaged in transit

Note the damage with the carrier at the point of delivery if you can. Then send us photographs of the outer carton, the shoe box and the shoes themselves within 48 hours. We send a replacement or a refund and deal with the carrier ourselves. You are not asked to make a claim against a carrier we chose.

Lost in transit

If tracking shows no movement for five business days, or shows delivery to an address that is not yours, tell us. We open the enquiry the same day. If the carrier cannot locate the parcel we replace or refund it; we do not wait out the carrier’s investigation at your expense.

Nobody home

The carrier leaves a card and holds the parcel locally, usually for a week. If it comes back to us undelivered we contact you and offer a resend or a refund. A resend after a failed delivery caused by an incorrect or incomplete address is charged at the standard rate.

Wrong item

If we send the wrong model, size or colour, that is our error. We send a prepaid label and the correct pair, and you keep nothing you did not order without our asking for it back at our cost.

05Returns

Three routes, and the right one depends on why the pair is going back.

Condition we need them back in

• Tried on indoors, on carpet. An outsole showing outdoor wear may reduce the refund.
• In their own shoe box, with tags and the sewn-in label intact.
• The shoe box inside an outer carton or bag. No tape or labels on the shoe box.
• With any laces, spare laces and insocks that came with them.

Exchanges

We do not run an exchange process, because it holds your money while stock moves in two directions. Send the pair back for a refund and order the size you want now, so it is reserved for you rather than promised.

06Refunds

We refund within 14 days of the earlier of: receiving the goods back, or receiving proof that you have sent them.

• Always to the original payment method. We cannot refund to a different card or account.
• No fee for the refund.
• Outbound shipping is refunded at the rate of the cheapest standard service to your destination. Where you upgraded to express, the difference is not refunded.
• Where you keep part of an order, outbound shipping is not refunded, and if what you keep falls below the free-shipping threshold the standard shipping charge is deducted.
• Where the goods come back with a diminished value from handling beyond a shop try-on, we tell you what we found, what we propose to deduct and why, before we deduct it.

If you dispute a charge with your bank

Write to support@alteicalcado.shop first with the order reference. In nearly every case we can resolve it faster than a chargeback, and a chargeback opened while we are already refunding causes the refund to be held by the bank rather than by us.

07How it arrives

A pair ships in its own shoe box, inside a plain outer carton. There is no printed marketing insert, no tissue, no ribbon and no card asking you to leave a review.

The shoe box is a box, and it is the right container to send the pair back in if you decide to. That is why nothing is taped to it.