Returns and refunds

What is altrarunningshoesireland.com’s returns policy?

We offer a refund on any items returned to us within 28 days of the delivery date, excluding any delivery costs. You can use our Free Collection service to return any unwanted items.

To start a return, go to Orders part in your account.

It's best to book your collection within 7 days of delivery — this is to make sure your package arrives within the required time frame. We are unable to process exchanges and all returned items must be unworn, undamaged and unused, with all tags attached. All designer boxes or cases that came with your order must be included with your return. If anything is damaged or missing from your return, you may not receive your refund. 

I want to return my order but I need my invoice for customs clearance. Will it still be included in my order?

Yes – invoices for customs clearance will still be included in your altrarunningshoesireland.com order. When you're preparing your return, you'll need to include the Return Note outside the altrarunningshoesireland.com package.

How do I return my item?

Here’s what you need to do:

1. Go to Orders & Returns if you have an account.

2. Find the order you want to return and click Return Item(s)

3. Select each item and your reason for returning

Prepare your return

1. Place the item inside the altrarunningshoesireland.com packaging - don't forget any brand boxes, dust bags, or cases

2. Attach your Return Label to the outside of the altrarunningshoesireland.com packaging. If you’re returning multiple beauty items that arrived in separate boxes, please package them the same way they arrived with new Return Labels.

3. If you received a Return Note with your order, attach it to the outside of your package

4. Give the Waybill Doc to the courier. Make a note of the Waybill Number to track your return

When your package is collected or dropped off, make sure you ask the courier to scan the label so you can track your return.

Returns from different brands or partner boutiques and beauty items received individually should be packaged separately and the correct Return Label attached to the outside of each altrarunningshoesireland.com package.

How do I package my item for return?

Follow these steps to prepare your item:

Place any unwanted items, along with any brand boxes or cases that came with your order, inside the reusable altrarunningshoesireland.com packaging

Attach the Return Label and a signed copy of the Return Note to the outside of the altrarunningshoesireland.com packaging. Please do not attach any labels to the designer box or cases that came with your order

If you're returning to multiple locations, please pack the items separately and attach the corresponding Return Label to the outside of each package.

Does my order need to be returned in the altrarunningshoesireland.com package it arrived in?

We recommend returning your item in the reusable altrarunningshoesireland.com package provided, but if you're unable to do that, please find a suitable box so that items are returned in perfect condition. Items must be returned undamaged and unused, with all tags attached, including original packaging and branded boxes.

Will the courier collect multiple packages?

Yes, your courier may be able to collect multiple packages. If you're returning items to multiple altrarunningshoesireland.com brands or partner boutiques, you'll still need to request a separate collection for each package in your account.

When will I receive my refund?

You can track your return by using the tracking number assigned to your Return Label. As soon as it's accepted by our brand or partner boutique, we'll send you a confirmation email.

Your refund will be processed to your original payment method. This can take up to 14 days to show in your account, depending on your payment provider.

Will delivery costs & duties be refunded on return?

While we offer a Free Collection service for all returns, the original delivery cost won’t be included in your refund. If you placed an order to a Delivery At Place (DAP) destination, taxes and duties are non-refundable through altrarunningshoesireland.com. You may be able to recover these by contacting your local customs office directly. If you placed an order to a Delivery Duties Paid (DDP) destination, taxes and duties are refundable through altrarunningshoesireland.com.

Can I return my made-to-order item?

We are unable to accept returns as made-to-order items are created to your specification.