Select the product, colour, size and any other available variant, then click “Add to cart”.

Review your cart carefully before proceeding to checkout. You will then be asked to provide your delivery information, select an available payment method and confirm the order.

Please verify the product, size, colour, delivery address and contact information before completing payment.

After completing checkout, you should receive an order confirmation at the email address provided during purchase.

If you do not receive it, check your spam or junk folder and confirm that the email address entered during checkout was correct.

You may also contact us at contact@altessamaison.com.

The payment methods currently available for your country and currency are displayed during checkout.

Depending on your location, these may include major debit or credit cards, accelerated checkout services and other payment methods supported by Shopify Payments.

A payment method should only be considered available when it appears as an option during checkout.

Yes. Our store is hosted by Shopify, and payments are processed through Shopify Payments or another secure payment provider displayed during checkout.

Altessa Maison does not normally receive or store your complete card number or card security code.

Contact us as soon as possible at contact@altessamaison.com.

Please include your full name, order number and the change you would like to request.

We will try to assist, but we cannot guarantee a modification or cancellation after the order has entered processing, packaging or dispatch.

If the order has already been shipped, you may request an eligible return after delivery.

An order may be cancelled for reasons including:

• Product unavailability;
• Payment authorisation failure;
• Incorrect or incomplete order information;
• An obvious pricing or technical error;
• Carrier or destination restrictions;
• A transaction identified as presenting a potential security or fraud risk.

If payment was collected for an order that we cannot accept, the applicable amount will be refunded to the original payment method.

Review the size guide available on the product page before placing your order.

Fit may vary according to the product design, heel height, materials, foot shape and personal preference.

Where product-specific measurements are available, use them as the primary reference rather than relying only on the size normally worn in another brand.

Yes. Shoes may be tried on indoors on a clean, soft and dry surface to assess their size and fit.

Please do not wear them outdoors while deciding whether to keep them.

Products showing signs of outdoor use, marks, stains, odours, scratches or other wear may not qualify for a full refund under our voluntary return policy.

We make reasonable efforts to represent product colours accurately.

However, slight differences may occur because of screen settings, device displays, photography conditions, lighting and minor production variations.

This does not permit us to supply a product that is materially different from its description.

Heel measurements shown on product pages are approximate unless expressly stated otherwise.

Small variations may occur according to shoe size, production method or manual measurement.

Review the product description for the measurement applicable to the selected style.

Altessa Maison works with authorised production and fulfilment partners in different locations.

A product’s manufacturing country may vary depending on the model and supplier.

Where specific country-of-origin information is available and legally required, it may be displayed on the product, packaging or accompanying documentation.

We currently deliver to supported destinations within:

• The European Union;
• The United Kingdom;
• Norway;
• Switzerland;
• Iceland;
• Liechtenstein;
• The continental United States.

A destination is supported only when it is available for selection during checkout.

We do not currently deliver to PO Boxes, APO, FPO or DPO addresses, Alaska, Hawaii, Puerto Rico or other United States territories.

Altessa Maison currently offers free Standard Tracked Shipping for eligible orders to supported destinations.

The shipping cost shown during checkout will be Free or 0.00 in the applicable currency.

No additional standard shipping charge will be added by Altessa Maison after the order has been submitted.

Orders are normally processed within 1 to 3 business days.

After dispatch, the estimated transit time is 5 to 10 business days.

The estimated total delivery time is therefore 6 to 13 business days after the order is placed.

Business days exclude Saturdays, Sundays and applicable public holidays.

These are estimates and not guaranteed delivery dates unless a guaranteed service is expressly offered during checkout.

Yes. After dispatch, you will normally receive a shipping confirmation containing a tracking number or tracking link.

Tracking may require between 24 and 72 hours to become active after the shipping confirmation is sent.

Temporary gaps between tracking updates do not necessarily mean that the parcel has stopped moving.

Depending on product availability and your delivery destination, an order may be dispatched from:

• Portugal;
• Another European Union fulfilment location;
• A United States fulfilment location;
• An authorised international partner facility.

The dispatch location does not change your price, return rights or Altessa Maison’s responsibility for the order.

Yes. An order may be divided into more than one parcel because of product availability, different fulfilment locations, parcel size or carrier requirements.

Each parcel may have a separate tracking number and may arrive on a different date.

You will not be charged an additional standard shipping fee because an order is divided into multiple parcels.

Where customs duties, import taxes or customs processing charges apply, our preferred shipping model is to include them in the product price or calculate and collect them during checkout.

You should not normally be required to pay an unexpected import charge when the parcel is delivered.

If a carrier or customs authority unexpectedly requests payment for a charge that should have been prepaid, contact us at contact@altessamaison.com before making payment so that we can review the shipment.

First, review the tracking information and allow the maximum estimated delivery period to expire.

Delivery may occasionally be affected by customs processing, carrier congestion, public holidays, severe weather, transportation disruption or remote-area delivery.

If the maximum estimated period has passed or tracking displays a specific problem, contact us at contact@altessamaison.com with your order number and tracking number.

Contact us if the maximum estimated delivery period has passed and the parcel has not been delivered.

We will review the tracking information and coordinate an investigation with the relevant carrier or fulfilment partner where appropriate.

If the parcel is confirmed as lost before valid delivery, we will provide an appropriate remedy, which may include replacement, reshipment or a full refund to the original payment method.

Please:

• Check the delivery address;
• Inspect entrances and authorised safe locations;
• Ask household members;
• Contact your building reception or concierge;
• Ask neighbours where appropriate;
• Check for a carrier notice;
• Contact the carrier.

If the parcel still cannot be located, contact Altessa Maison promptly with your order number and tracking details. We will review the available delivery evidence and your applicable consumer rights.

Altessa Maison offers a 30-day voluntary return policy for eligible products.

You must contact us within 30 calendar days after delivery to request an eligible return.

The product must normally be unworn, unused, returned with its original tags, accessories, components and packaging, and accompanied by proof of purchase.

Mandatory consumer rights, including applicable European Union and United Kingdom cancellation rights, remain unaffected.

Read our complete Return and Refund Policy.

Email contact@altessamaison.com and include:

• Your full name;
• Your order number;
• The product you wish to return;
• The reason for the return;
• Photographs or videos if the product is damaged, defective or incorrect.

We will review the request and provide return instructions and a return reference.

For a return caused by a change of mind, personal preference or incorrect size selection, the customer is responsible for return shipping costs.

Altessa Maison will cover reasonable return shipping costs when:

• The wrong product was delivered;
• The wrong size or colour was delivered;
• The product arrived damaged;
• The product is defective;
• The product materially differs from its description.

We do not charge a restocking fee.

Yes. Products purchased during a sale or promotion may be returned under the same eligibility conditions stated in our Return and Refund Policy.

If the original order used a bundle, free gift, quantity discount or multi-product promotion, the refund may be recalculated according to the original promotional conditions.

Mandatory consumer rights remain unaffected.

We do not currently process direct exchanges for a different size, colour or model.

To obtain another product, request a return for the original item and place a separate order for the preferred product.

Where an item is defective, damaged or incorrect, we may offer a replacement as an appropriate remedy.

Returns are normally inspected within 5 business days after being delivered to our authorised return address.

For voluntary returns, approved refunds are normally initiated within 10 business days after the return has been received and inspected.

Customers exercising applicable statutory cancellation or withdrawal rights will receive their refund within the legally required period.

After we initiate a refund, your bank, card issuer or payment provider may require additional time to display it in your account.

Approved refunds are issued to the original payment method used for the purchase.

We cannot normally issue the refund to a different card, bank account or payment method.

Contact us promptly at contact@altessamaison.com.

Please provide:

• Your order number;
• A description of the issue;
• Photographs or videos of the product;
• Photographs of the external packaging;
• A photograph of the shipping label, where available.

Do not discard the product or packaging until we have reviewed the claim and provided instructions.

Email:
contact@altessamaison.com

Phone:
+351 916 854 538

Postal address:
Altessa Maison
Attn: Matheus Soares
Rua Biologia 90
2870-271 Montijo
Portugal

When contacting us about an order, include your full name, order number and a clear description of your request.

Yes. Altessa Maison is an independent online retail brand operated from Portugal by Matheus Soares.

Our business and correspondence address is:

Rua Biologia 90
2870-271 Montijo
Portugal

Our complete policies are available below:

• Shipping and Delivery Policy
• Return and Refund Policy
• Privacy Policy
• Terms of Service and Sale

You can also access our Legal Notice and Contact Information through the website footer.