At Altra Store, we’re committed to your complete satisfaction – both on the trail and in your shopping experience. Just as our running shoes are engineered for peak performance, our returns process is designed for maximum convenience and minimal hassle.
Returns & Exchanges Overview
We want you to love your Altra shoes as much as we do. If you’re not completely satisfied with your purchase, you can return or exchange items within 15 days of receiving your order.
Return & Exchange Process
Step 1: Initiate Your Return/Exchange
Contact our customer service team within 15 days of delivery to request a return or exchange authorization.
Step 2: Prepare Your Items
Ensure the items are in their original condition:
- Unworn and in original packaging
- All tags and labels attached
- Clean and free from damage
- Include original receipt or order confirmation
Step 3: Package and Ship
Securely package your items and ship to our returns center:
Altra Store Returns Center
98 Horbury Rd
Wakefield, GB WF7N 1PP
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Order Information:
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Customer Name: [Your Full Name]
Email Address: [Your Email Address]
Return/Exchange Details:
Product(s) to Return: [Product Name(s) and Size(s)]
Reason for Return: [Please specify reason – size issue, wrong product, etc.]
Requested Action: □ Refund □ Exchange to [New Product/Size]
I confirm that the items are unworn, in original condition with all tags attached.
Thank you,
[Your Name]
Refund Processing
| Payment Method | Processing Time | Refund Method |
|---|---|---|
| Credit Card (Visa, MasterCard, JCB) | 5-7 business days | Original payment method |
| PayPal | 3-5 business days | PayPal account |
Shipping Costs
- Returns due to our error: Free return shipping
- Returns for change of mind: Customer pays return shipping
- Original shipping costs: Non-refundable
Important Notes
Non-Returnable Items: For hygiene and safety reasons, we cannot accept returns on:
- Worn or used running shoes
- Items without original packaging
- Products showing signs of wear or damage
- Customized or personalized items
International Returns: Customers outside the UK are responsible for any customs duties or import taxes incurred during the return process.
Exchange Policy
Exchanges are subject to product availability. If your requested size or style is unavailable, we’ll process a refund and notify you immediately.
Contact Us
For any questions about returns or exchanges, our customer service team is here to help:
Email: [email protected]
Response Time: Within 24 hours during business days
We’re dedicated to ensuring your Altra experience matches the quality and performance of our running shoes. Whether you’re training for your next race or exploring new trails, we’re here to support your journey every step of the way.