Returns / Exchange Portal

As of January 2026, we have an updated returns process. To apply for a size swap (or return for refund)  - please follow the instructions below carefully.

 

STEP 1:  Email us your exchange request:

 

Start the process by sending an email to info@altrafootwear.co.za. The email should include the following details in the subject line and body:

  • Email subject line: Size swap request for [Your Order Number Here] OR Refund request for [Your Order Number Here]
  • Email Body:
    • Full Name: [Name used on your order]
    • Order Number: [Order Number] 
    • Returning: [Name of unwanted Model and Size]
    • Requesting: [Name of model, colour and Size in UK] OR "Refund" and your banking details if you'd prefer a refund. 

For Example: 

Size Swop Request For AL#3421 // Refund Request for AL#3421

  • Full Name: John Green  
  • Order Number: AL#3421
  • Returning: Timp 5, Black, UK11 
  • Requesting: Timp 5, Gray, UK 10 // Refund to [Bank details]

 

 

STEP 2:  Return your product to our warehouse: 

 

  • Pack your shoes into their original box. 
  • Enclose a note INSIDE the box with your a) name and b) order number.  Please do not write on the box - the note must removable and not damage the box.  
  • Use your choice of courier to send your parcel to:
    • UNIT 19, Maitland Business Park
    • 5 Mowbray Road, Maitland
    • Cape Town
    • 7405
    • Email: Info@altrafootwear.co.za. Tel: 0215111943 Cell: Your Own. 

We are available to accept drop-offs between 09:00 and 16:00, Monday - Friday, excluding public holidays. 

 

 

STEP 3: Your new shoes are on the way!

 

  • Once we have received and inspected your shoes, we will send out the exchange pair (or refund) that you requested. 
  • Please allow 2-3 business days after your parcel has been delivered for your new shoes/refund to be dispatched. 

 

 

A few things to note:

1) We cannot guarantee your requested size and model will still be in stock by the time we receive and process your return. If this is the case, we will contact you to make an alternative arrangement. 

2) We cannot send out a replacement until we have received and inspected your returned shoe. 

3) Refunds may take up to 10 working days to reflect - this is down to banking intermediaries, we do not withhold funds.

4) Please note that any deviation from the instructions above may result in us being unable to process your request.