Free shipping within the UK and Europe
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How will I know my order has been received?
After your purchase has been made you will receive a confirmation e-mail. This does not mean that your order has been accepted. Your order will be accepted and dispatched once your credit card and address details have been verified.

How long will it take to ship?

  • Customisable Product
    Your customised altr sneakers or Chelsea boots will be dispatched within 4-6 weeks. However during exceptionally busy periods, we reserve the right to delay shipping. Please see our Terms of Service for further details.
  • Ready to Wear Product
    Our ‘Ready to Wear’ collection is in stock and will be shipped within 2-3 days of your order being placed.

Can I amend, cancel or return my order?

  • Customisable Product
    As your shoes are custom made to your individual specification, we are unable to amend orders once they have been placed. If you wish to amend your order, we can cancel your order and refund you within 24 hours of placing your order. Cancellation Form
  • Ready to Wear Product
    Yes you can amend or cancel your order before your item has been shipped. Please contact us at [email protected]. If you wish to return your order for any reason, please download and fill out our returns form. Follow the instructions on the prepaid courier waybill included within your order’s packaging. For a full refund, we must receive the goods back within 14 days of purchase. The items sold must be returned to us in perfect condition with no signs of wear.

When will I be charged?
If you paid by debit card or PayPal, payment will be taken when the order is placed. If you paid by credit card, payment will usually be taken once your order is approved.

How much will I be charged for shipping?
We offer free shipping within the UK and Europe on all items. We apply a £40 shipping fee for the rest of the world on all items.

Will there be additional duties or taxes payable on my purchase?
We cover the cost of import duties on orders to the European Union, USA, Canada, China, Australia, New Zealand, Puerto Rico, Switzerland, Singapore, Republic of Korea, Kuwait, Qatar, Israel, India, Norway, Saudi Arabia, Taiwan, Thailand, U.A.E, Japan and Mexico – the price you see is the price you pay. For all other customers, import duty is not included in the prices you see online. You may have to pay import duties upon receipt of your order or at a later date depending on your customs authority.

How do I track the delivery of my order?
As soon as your order has been dispatched, you will receive an email with a tracking link. You can also see the status of your order in the ‘My Account’ section on the altr website.

How will my goods be shipped?
Your sneakers will be carefully packed in individual dust bags and placed into a altr shoe box to ensure they reach you in perfect condition.

Do you ship to my country?
We ship worldwide using Express carriers. Please note: Customs authorities in Russia have tightened restrictions on import shipments, which can lead to delays in delivery.

Can altr ship to more than one address in a single order?
We are only able to ship orders to one address. Unfortunately, we cannot change the shipping country after the order has been placed but if you would like to change the address, please contact us at [email protected].

How long will it be before I receive my order?
Orders dispatched to the European Union or the United States will take 2-4 business days to be delivered, orders to other countries will be delivered in 3-7 working days, after being dispatched.

Do you deliver to PO boxes?
Unfortunately, we do not deliver to PO Boxes due to courier restrictions.

CONTACT US

If you need further assistance please contact us:

[email protected]

Altr
e-Space South
26 St Thomas’ Place, Ely
Cambridgeshire CB7 4EX

+44 (0) 7596 274 831

For business, marketing and general enquiries, please contact us at [email protected]

Full Terms & Conditions can be found here.