Returns & Exchanges

General Guidelines

Customers are entitled to return and/or exchange purchased goods for the reasons below:

1.      The shoes arrive noticeably damaged or deteriorated.

2.      The shoes do not meet customer expectations.

3.      The shoes are an incorrect size.

The goods are the customer’s responsibility until they reach us.

Conditions of Return

All returns must meet the guidelines below. If one or more of these guidelines is not adhered to, we reserve the right to refuse the refund and/or exchange.

·       Return/exchange shipments must be sent back to us at the address below within 21 days (3 weeks) of receipt of your order.

·       The official Delivery Note that was included in the shoe box (entitled "A MESSAGE FROM JAMES SILVERSTONE - FOUNDER OF ALTITUDE SHOES") must be included within the return package. Any return or exchange that does not include the Delivery Note will not be processed.

·       Shoes must be returned in the condition that they were received. Shoes and laces must be placed in their original position and all packaging must be replaced how it was upon delivery.

·       The returned goods must be in a resalable condition and must not have been worn or used.

·       Return forms should be fully completed, signed and dated and placed in the shoebox.

·       One return form is needed per pair of shoes that you return. Please download the return form here.

·       Please write "returned goods" on the package. Also, for international shipments, please declare no commercial value (either by writing "no commercial value" on the package or announcing “zero value” on customs documents). Any shipments where we are liable to payment of import duties will not be accepted.

·       The shoebox may not be used as a shipping box. The shoebox must be put into a separate carton for the return shipment.

·       All returns should be shipped to the below addresses:

United Kingdom Return Address:
Altitude Shoes
Attention: Jay Millington
Flat 1,
150 New Cavendish Street,
London, UK, W1W 6YJ
United Kingdom

United States Return Address:
Altitude Shoes
5250 Indian Dr.
La Canada, 91011
California
United States of America

Specific Guidelines

 The terms of return vary depending on the reason provided:

 1) Shoes were damaged or had signs of deterioration upon delivery.

Shoes will be carefully inspected upon receipt by us. If it is determined that the shoe damage or defect is the fault of the vendor, you will be given either a free refund or an exchange (subject to availability of models).

Any shipping costs incurred by you will be refunded provided that a full copy of your postal receipt is provided. It is required that a standard regular postal shipping is used (or any other comparably economical return service).

Please remember to include (in the return package) the official Delivery Note that was included in the original package that you received (entitled "A MESSAGE FROM JAMES SILVERSTONE - FOUNDER OF ALTITUDE SHOES"). This delivery note must be included in the return package.

 2) The shoes are an incorrect size

The shoes will be exchanged for an alternative size upon receipt of your return (subject to availability).

The first exchange is free - the only cost to you is to ship the shoes back to us.

For further exchanges on the same order, you will be required to pay £20 per exchange for the shipping and handling costs from us to you of the replacement shoes.

If you would like to exchange your order with an alternative model you may do so. If the model chosen is greater in price than that of your purchase, you will have to pay the difference. For models that are less expensive than the original purchase, a refund will be given for the difference in amount. Shipping costs for returned packages are not refunded.

Please remember to include (in the return package) the official Delivery Note that was included in the original package that you received (entitled "A MESSAGE FROM JAMES SILVERSTONE - FOUNDER OF ALTITUDE SHOES"). This delivery note must be included in the return package.

 3) The shoes do not meet customer expectations

In the event that you request an exchange, the shoes will be exchanged for an alternate size and/or style and (2) (above) will apply.

In the event that you request a refund, upon receipt by us of returned goods, a refund of the original price paid for the good shall be given minus a £20 fee. The fee covers restocking, administration, handling and transportation back to our international warehouse. You are liable for shipping costs to us.

Please remember to include (in the return package) the official Delivery Note that was included in the original package that you received (entitled "A MESSAGE FROM JAMES SILVERSTONE - FOUNDER OF ALTITUDE SHOES"). This delivery note must be included in the return package.

 

Download Return Form Here

 

United Kingdom Return Address

Altitude Shoes
Jay Millington
Flat 1
150 New Cavendish Street
London W1W 6YJ
United Kingdom

United States Return Address

Altitude Shoes
5250 Indian Dr.
La Canada,
CA 91011
United States