WHAT IF I DON’T LIKE THE SHOES I ORDERED?

You can return your order within 14 days from the date of receiving the products without incurring in any penalty and without any explanation. (Right to cancel: Pursuant to Article 52 of Italian Legislative Decree 206/2005, as amended by Italian Legislative Decree 21/2014)

WHAT REQUIREMENTS MUST MY RETURN MEET?

The goods must be returned intact, complete in all their parts and in their original packaging (envelopes and packaging), having been kept and used only for the time strictly necessary to establish and verify their condition, features and size, in accordance with normal diligence, there being no signs of wear or dirt.

WHEN CAN I RETURN MY ORDER?

We normally concede a 14 days period to return your order without incurring in any penalty. In order to provide the best service, it happens that this period is prolonged for specific time and territory. In case of an exception to the return policy, it will be clearly stated in the website.

HOW DO I RETURN MY ORDER?

There’s a few ways to easily return your order.
1. By logging into your Altra account, clicking on the Return button, and following the mentioned procedure. (We suggest this procedure as it is the fastest and easier to track)
2. By going through our Return and Order tool , filling the form and follow the step by step procedure
3. By directly writing to our customer service team at: support@altrarunningbrand.zendesk.com specifying your order number, the items you want to return and the reason why (wrong size, right to return,…). For each of these procedures you will receive a confirmation email within 1-3 days detailing the next steps. Find out more on how to return your pair at the Return Form tab

HOW LONG WILL IT TAKE TO GET MY MONEY BACK?

Once the shipment arrives back to our warehouse it goes through a quality check, which could take a few days. Anyway, we will notify you once the items are received. If the return requirements are met, you’ll receive a full refund within 14 days since the confirmation email. Your refund will be issued on the same payment method used when completing your order. In the case of “cash on delivery” method, make sure to forward to our Custumer Service your IBAN code and Account holder. If that does not happens, we suggest you to contact our Custumer Service as they will promptly support you.

WHERE DO I SHIP MY RETURN?

The costumer is responsible of the return shipment. You have to print the authorization email you received and put it inside the package and ship to the indicated address. We advise you to return your order trough your preferred shipping company to our warehouse. Keep the tracking number and delivery note of your return shipment in order to have it under control and easily reach out the courier or our customer service in case something doesn’t go smoothly.
Return your order to:
FiloBlu c/o Snatt Logistica Spa – Altra Running
Via San Biagio 65/67
42024 Castelnovo Sotto (RE)
Italy

In case you return from OUTSIDE European Union, so your return has to go trough costums please use the following address:
FiloBlu c/o Snatt Logistica Spa – Altra Running
Via Kennedy 12/B
42040 Campegine (RE)
Italy

CAN I EXCHANGE MY ORDER FOR A DIFFERENT MODEL, SIZE, COLOR?

Exchanges are not yet available on our website. If you wish to purchase a new pair of Altra shoes or the correct size/colour, we suggest that you simply place a new order. Upon receipt of your return, we will refund your money.

DO I PAY FOR MY RETURN?

We don’t currently offer free returns and so the cost of the return shipment is on the final costumer. We advise you that “normal” shipment should cost in a 5-15€ across European countries. In the case your return is motivated by manufacturing defects or any other warranty liable issue, we will provide you with a free return.

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