Fourteen days to change your mind.

01The right, in one paragraph

You have 14 days from the day you, or someone you nominated, take physical possession of the goods to withdraw from the contract without giving any reason and without penalty. Where an order is delivered in more than one parcel, the period runs from the last one.

To exercise it, tell us before the 14 days are up. An email saying so is enough. The form at the bottom of this page exists because the law requires us to offer one, not because you have to use it.

If we had failed to tell you about this right, the period would extend by twelve months. You are reading it on the page, so it does not.

02The try-on condition

You are entitled to handle the goods as you would in a shop: enough to establish their nature, characteristics and how they work. For footwear that means trying the pair on indoors, on carpet.

What that allows, in practice:

• Putting both shoes on and lacing them properly.
• Walking around inside on a carpeted floor for as long as you need.
• Standing, flexing the forefoot, checking width and heel hold.
• Removing and repacking them in the original box.

What takes them beyond it:

• Any wear outdoors. The outsole picks up grit, scuffing and dirt within a few steps, and that is visible and irreversible.
• Walking on unfinished wood, tile or concrete indoors, which polishes and marks the tread just as the street does.
• Removing or damaging the tags and the sewn-in label.
• Applying a protector spray, dye, polish or cleaner.
• Returning them without the box, or in a box used as the shipping carton with tape and labels applied to it.

Where the goods come back showing outdoor use, you remain entitled to withdraw, but we may reduce the refund by the amount their value has diminished. We do not use that as a way to refuse returns: we photograph the outsole on arrival, tell you what we have found and what deduction we propose, and give you the chance to disagree before anything is deducted.

03How to do it

1. Tell us within 14 days of delivery. Email support@alteicalcado.shop with your order reference, or post the form below to the address given, or use the contact form. A telephone call is accepted, but please follow it with something in writing so we both have a record.
2. We reply the same or next business day with a return reference and the return address.
3. Send the goods back within 14 days of telling us. Put the shoes in their own box, and that box inside an outer carton or bag. Do not tape a label onto the shoe box itself.
4. Use a service with tracking. Keep the receipt: proof of dispatch is what starts our refund clock if the parcel is slow.

04Who pays what

05Your refund

We refund within 14 days of the earlier of: the day we receive the goods back, or the day you give us proof that you have sent them.

• The refund goes to the same payment method used for the order. We cannot send it elsewhere.
• You pay nothing for the refund itself.
• Where a discount code was used, we refund what you actually paid.
• The time it takes to appear on your statement after we release it is set by your bank, usually between two and ten business days.

06What cannot be returned this way

Very little here is excluded, and we would rather list it than leave you to discover it.

• Sealed care products, once opened. The protector spray and the foam cleaner are sealed for health protection reasons. Unopened, they return like anything else. Once the seal is broken they cannot.
• Goods made to a specification you gave us. We do not currently offer anything made to order, so this exclusion has nothing to bite on today. It is here because it would apply if we did.

Everything else — every shoe, every set, laces, insoles, unopened care items — is returnable under this page.

07Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You are not obliged to use it; any clear statement is enough.

Send it by email to support@alteicalcado.shop or by post to the address shown. We acknowledge receipt in writing, without delay, on the same day where it arrives during business hours.