Returns / Exchange Portal

 

Returns & Size Swaps

As long as your shoes are in new condition, unworn, with their original box and labels intact, you are welcome to apply for a size swap or return within 30 days of purchase.

We’ve simplified the process below.

Step 1 — Log Your Return Online

Before sending anything back, please log your return through our Returns Portal:

https://altrafootwear.co.za/apps/return_prime

This ensures your request is captured correctly and allows us to process your exchange or refund without delays.

Returns that are sent without being logged may experience processing delays.

Step 2 — Ship Your Product Back to Us

It is the customer’s responsibility to arrange and pay for return shipping.

Please ensure:

  • Shoes are unworn and in new condition

  • Original shoe box is included and undamaged

  • All labels and packaging are intact

  • A note is placed inside the box with your name and order number

  • Nothing is written directly on the shoe box

Send your parcel to:

Branded Footwear
Unit 19 Maitland Business Park
Mowbray Road
Maitland
7405
Cape Town

We are available to accept deliveries Monday to Friday, 09:00–16:00 (excluding public holidays).

Step 3 — Inspection & Processing

Once your return arrives at our warehouse, it will be inspected.

If the product is deemed to be in new condition:

  • Size swaps or product exchanges will be dispatched promptly.

  • Refunds will be processed within 7 business days of the product being received and approved.

Refund processing times thereafter may vary depending on banking institutions.

Important Notes

• Size swaps are subject to stock availability. We cannot guarantee a replacement size will be available at the time your return is processed.

• If your requested size is unavailable, we are happy to assist with a swap to an alternative size, colour, or product.

• Replacement items are only shipped once the returned product has been received and approved.

• We reserve the right to reject returns that:

  • Show signs of wear

  • Have damaged or written-on packaging

  • Are missing original labels

  • Do not meet the above condition requirements

• If a return is rejected, the product will be sent back to you.

Our Commitment

We are committed to ensuring you end up in the right pair of shoes.
If you are unsure about sizing before purchasing, please reach out to our team — we are always happy to assist.