Returns and Refunds

We hope the new Altra Running shoes are to your liking! If you still change your mind, the return request must be filled in directly online within 14 days from the date of receipt of your order.
The products must be sent back exactly in the same condition in which you received them: unworn, unwashed and returned with all the tags attached.
We therefore invite you, if you should try an item,not to remove any labels that you find attached otherwise the return will not be accepted.


RETURN REQUEST

HOW TO OPEN THE RETURN REQUEST IF YOU ARE AN UNREGISTERED USER (ORDER AS GUEST)HOW TO OPEN YOUR RETURN REQUEST IF YOU HAVE AN ACCOUNT ON OUR WEBSITE:
> Connect to the Guest Order Control area via the link: www.altrarunning.eu/uk/sales/guest/form/ by entering your order details
> Enter the details of your order and select the item RETURN
> Enter the return request for the products to be returned, you will immediately receive a confirmation email with the number of your return request.
>Connect to the MY ACCOUNT section, in the user dashboard, ORDERS area.
> Enter the details of your order and select the item RETURN
> Enter the return request for the products to be returned, you will immediately receive a confirmation email with the number of your return request.

Once the return request is completed within 1-2 working days you will receive an email confirmation with the authorization from our Customer Care with the warehouse address to ship back the goods.

RETURN OF PRODUCTS

How do I return my items?

  • Print the return authorization email and insert it in the package along with the items to be returned
  • Send the parcel by courier or national postal service to the address you receive in the return authorization email. We remind you that the return costs are charged to the customer unless otherwise specified, our Customer Care does not provide the return label.
  • Keep the shipping receipt of your parcel.

The products must be sent to the following address:

FiloBlu c/o Snatt Logistica Spa
Via San Biagio 65/67
42024 Castelnovo Sotto (RE)
Italia

* In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to declaration. This means that the goods must be accompanied by a pro forma invoice for returns.

Please download the pro forma invoice here: PRO FORMA INVOICE non-EU countries [link]

The pro forma invoice must be correctly filled in and attached to the outside of the box (never put it inside the box).
If you print the pro forma invoice from our website, it will help us accelerate the process of customs clearance for your return.
We kindly invite you also to communicate the return tracking number by sending an email to our Customer Care if you return an item from a non-EU country.
Please be aware that returns from the United Kingdom and Switzerland may take more time due to the custom clearance procedure.
The custom clearance procedure does not depend on Altrarunning.eu If your package is held at customs, you may contact the courier company in charge of your shipment to obtain further information.
In this case, make sure you have a tracking number for your return shipment: it will be required to check its status.
We assure you that the custom clearance procedure will not have any consequences on your refund: once the shipment arrives back to our warehouse, we will notify you with an automatic mail to confirm.

REFUND

As soon as your return will be delivered to our warehouse, the Quality Control Office will carry out the appropriate checks. In case of a positive result, we will send you an email to confirm the return and refund timing.
The refund will be made within 14 days of receipt of the goods on the same payment method used to confirm the order.
You will be credited the price of the products purchased. Altrarunning.eu does not allow exchanges of goods but provides for the refund of the cost of returned items. For any change you may need, you will have to proceed by placing a new order.
We also remind you that the technical time to obtain the refund depends on the internal procedures of your credit institution.

Return for faulty or incorrect product

In addition to the right of withdrawal, by law you are entitled to an appropriate product, or what in legal terms is defined as "a product that complies with the agreement".
Altrarunning.eu is committed to provide high quality products and services. If, for any reason, you have a complaint about a product purchased online (in case of defective and/or non-conformity), please contact our Customer Care.
Please provide all the necessary information, including the related order number and pictures with the product labels that you received.
Before sending the goods we kindly ask you to wait for a reply from our Customer Care, you will receive a confirmation e-mail containing all the instructions in order to proceed with the shipment of the product.
In the event of defective or non-conformity products, Altrarunning.eu will arrange the withdrawal of the product at its own expense.

Warranty Policy

The manufacture of all products is subject to strict quality control standards.
We remind you that any defects in the materials or workmanship are covered by a 2-year warranty under EU rules.
Please note that the warranty does not cover damage caused by normal wear of shoes or any type of incorrect maintenance of the product.
If you have a problem with your ALTRA RUNNING product, we kindly ask you to contact our Customer Care always providing the following information :

    • a photo of the rubber sole, the defective zone and a general photo of the shoes
    • the order number
    • explain the defect found ( if it is not visible on the photo )
    • what kind of activities do you primarily use this product for?
    • how many kilometres did you use the shoes for?
    • on which kind of ground did you use them?

Once we receive your claim, our Customer Care will be happy to assist you.

Support
Back to top