Refund policy
RETURN AND REFUND POLICY
Last updated: August 1, 2026
1. OVERVIEW
Altessa Maison, operated by Matheus Soares, offers a 30-day return policy for eligible products.
You have 30 calendar days from the date your order is delivered to notify us that you wish to return an eligible item.
This commercial return policy applies to customers in the European Union, the United Kingdom, the United States and other countries to which we deliver.
Nothing in this policy excludes, restricts or replaces any mandatory consumer rights available under the laws applicable in the customer’s country.
2. RETURN CONDITIONS
To qualify for a return under our voluntary 30-day return policy, the product must:
• Be in the same condition in which it was received;
• Be unworn, unused and free from stains, scratches, marks, odours or other signs of use;
• Include all original tags, accessories and components;
• Be returned in its original product packaging;
• Include the original shoe box, where applicable;
• Include the order confirmation, receipt or other proof of purchase.
Shoes may be tried on indoors on a clean, dry and soft surface solely to assess their size, appearance and fit.
Shoes showing signs of outdoor use, wear on the soles, creasing beyond reasonable indoor fitting, scratches, stains, odours or other damage may not qualify for a full refund under our voluntary return policy.
The original shoe box is considered part of the product. Do not attach shipping labels, adhesive tape or markings directly to the shoe box. The shoe box must be placed inside suitable protective outer packaging before shipment.
Different conditions may apply where mandatory consumer law gives the customer a statutory right to inspect, handle, return or reject the product.
3. HOW TO REQUEST A RETURN
To request a return, contact Altessa Maison within 30 calendar days after delivery:
Email: contact@altessamaison.com
Phone: +351 916 854 538
Your request should 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.
After receiving your request, we will provide return instructions and a return reference.
For voluntary returns, the product must normally be shipped within 14 calendar days after the return instructions are provided.
Failure to include the return reference or follow the return instructions may delay the identification and processing of the return.
This requirement does not limit any statutory right of withdrawal or cancellation that does not legally require prior authorisation from Altessa Maison.
4. RETURN ADDRESS
Authorised returns must be sent to:
Altessa Maison – Returns
Attn: Matheus Soares
Rua Biologia 90
2870-271 Montijo
Portugal
Phone: +351 916 854 538
Do not return products to the address shown on the original shipping label unless it is the same address stated above.
Returns sent to another warehouse, supplier, carrier or unauthorised address may not reach us and may not be eligible for processing.
The customer is responsible for using the correct return address and following the instructions provided by Altessa Maison.
5. RETURN SHIPPING COSTS
For returns caused by a change of mind, personal preference, incorrect size selection or any reason unrelated to a product defect or fulfilment error, the customer is responsible for the return shipping costs.
Altessa Maison does not normally provide free return shipping for change-of-mind or size-related returns.
Where available, we may offer a prepaid return label. The cost of the label will be disclosed before it is issued and may be deducted from the final refund.
Altessa Maison will cover reasonable return shipping costs when:
• The customer received the wrong product;
• The customer received the wrong size or colour;
• The product arrived damaged;
• The product is defective;
• The product materially differs from its description;
• The return is required because of an error made by Altessa Maison.
We do not charge a restocking fee.
Customers arranging their own return shipping should use a tracked and insured delivery service and retain the shipping receipt and tracking information until the return and refund have been completed.
Altessa Maison is not responsible for voluntary return parcels that are lost, damaged or delivered to an incorrect address by a carrier selected by the customer.
6. EUROPEAN UNION RIGHT OF WITHDRAWAL
Customers purchasing as consumers in the European Union have the right to withdraw from an eligible online purchase without providing a reason.
The customer must notify Altessa Maison of the decision to withdraw within 14 calendar days after the product is delivered.
A clear withdrawal statement must be sent to:
contact@altessamaison.com
The statement should include the customer’s name, order number and the product being returned.
After notifying us of the withdrawal, the customer must send the product back within 14 calendar days.
During the withdrawal period, the customer may inspect and handle the product only to the extent reasonably necessary to establish its nature, characteristics, appearance and functionality.
Altessa Maison may reduce the refund to reflect any loss in value caused by handling beyond what would normally be permitted when inspecting the product in a physical retail store.
Unless Altessa Maison delivered an incorrect, damaged, defective or misdescribed product, the customer is responsible for the direct cost of returning the product to Portugal.
For an eligible European Union withdrawal, Altessa Maison will refund:
• The amount paid for the returned product; and
• The cost of the least expensive standard delivery method offered for the original order.
If the customer selected express, expedited, premium or another more expensive delivery method, the additional delivery cost will not be refunded.
The refund will be issued within 14 calendar days after we are informed of the customer’s decision to withdraw.
However, we may withhold the refund until:
• We receive the returned product; or
• The customer provides valid evidence that the product was sent back,
whichever occurs first.
Exceptions to the statutory right of withdrawal may apply to personalised, custom-made or other legally exempt products.
This section does not limit any additional rights available under national or European Union consumer law.
7. UNITED KINGDOM CANCELLATION RIGHTS
Customers purchasing as consumers in the United Kingdom may cancel an eligible online purchase by notifying Altessa Maison within 14 calendar days after delivery.
The customer does not need to provide a reason for cancelling.
After notifying us of the cancellation, the customer must normally send the product back within a further 14 calendar days.
Unless the product is incorrect, damaged, defective or misdescribed, the customer is responsible for the direct cost of returning the product.
Where required by applicable United Kingdom consumer law, Altessa Maison will refund:
• The amount paid for the returned product; and
• The cost of the least expensive standard delivery method offered for the original order.
Additional costs for express, expedited or premium delivery will not be refunded.
We may reduce the refund if the product has been handled beyond what is reasonably necessary to inspect its nature, characteristics and functionality.
Where permitted by law, we may withhold the refund until the product is returned or valid evidence of return is provided.
Nothing in this policy limits the customer’s mandatory rights under applicable United Kingdom consumer law.
8. CUSTOMERS IN THE UNITED STATES AND OTHER COUNTRIES
Customers in the United States and other countries not covered by a specific statutory section of this policy may request an eligible return within 30 calendar days after delivery.
Returns made because of a change of mind, personal preference or incorrect size selection must satisfy the return conditions stated in this policy.
The customer is responsible for return shipping costs unless the product is incorrect, damaged, defective or materially different from its description.
Additional consumer rights may apply under national, state, regional or local laws. Those rights remain unaffected by this policy.
9. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Inspect your order as soon as possible after delivery.
If the product arrived damaged, defective, incorrect or materially different from its description, contact us promptly at:
contact@altessamaison.com
Please provide:
• Your order number;
• A description of the issue;
• Clear photographs or videos of the product;
• Photographs of the shipping packaging;
• A photograph of the shipping label, where available.
Do not dispose of the product or its packaging until we have reviewed the claim and provided instructions.
After reviewing the claim, Altessa Maison may provide an appropriate remedy, which may include:
• A replacement;
• A repair, where appropriate;
• A partial refund;
• A full refund;
• A prepaid return label;
• Reimbursement of reasonable authorised return shipping costs.
The appropriate remedy will depend on the circumstances and the customer’s applicable statutory rights.
Altessa Maison will not require the customer to pay reasonable return costs when a return is necessary because the product is incorrect, damaged, defective or materially misdescribed.
Nothing in this section limits any legal guarantee or statutory remedy available to the customer.
10. SIZE-RELATED RETURNS
Customers are responsible for reviewing the size guide and selecting the appropriate size before completing the purchase.
A product may be returned because of an unsuitable size within the 30-day return period, provided that it satisfies all return conditions.
A size-related return is treated as a change-of-mind return unless:
• Altessa Maison sent a size different from the size ordered;
• The product measurements materially differ from the published size information;
• The product is defective.
For ordinary size-related returns, the customer is responsible for return shipping costs.
11. EXCHANGES
We do not currently process direct exchanges for size, colour or model changes.
To obtain another product, the customer should:
• Request a return for the original product;
• Return the original product in accordance with this policy;
• Place a separate order for the preferred product.
The replacement order is independent of the original return and will be charged separately.
Where a product is defective, incorrect or damaged, Altessa Maison may offer a replacement as a legal or commercial remedy without requiring the customer to place a separate order.
12. SALE AND PROMOTIONAL PRODUCTS
Products purchased during a sale, discount or promotional campaign may be returned under the same eligibility conditions stated in this policy.
We do not exclude products from returns solely because they were purchased at a reduced price.
If an order used a multi-product promotion, bundle discount, free gift or quantity-based discount, the refund may be recalculated according to the conditions of the original promotion.
For example, if a “buy one, receive the second product at 50% off” promotion was applied and only one product is returned, the remaining product may no longer qualify for the promotional discount.
In that situation, the amount refunded may reflect the regular price or adjusted promotional price of the product retained by the customer.
Any recalculation will be clearly shown to the customer and will not affect rights that cannot legally be excluded.
13. NON-RETURNABLE PRODUCTS
The following products may not be accepted under our voluntary change-of-mind return policy:
• Gift cards;
• Personalised products;
• Custom-made products;
• Products made according to the customer’s specifications;
• Products that have been worn outdoors;
• Products showing signs of use, damage, stains, odours or alteration;
• Products returned without essential components or accessories;
• Products returned after the applicable return period;
• Products purchased from another retailer or unauthorised seller.
These exclusions do not apply where:
• The product is defective;
• The product arrived damaged;
• The customer received an incorrect product;
• The product was materially misdescribed;
• Applicable consumer law gives the customer a mandatory right to return or reject the product.
14. ORDER CANCELLATIONS
To request cancellation before shipment, contact us as soon as possible:
contact@altessamaison.com
We cannot guarantee cancellation after an order has entered processing, production, packaging or dispatch.
If an order has already been dispatched, the customer may request a return after delivery in accordance with this policy.
Any statutory cancellation or withdrawal rights remain unaffected.
15. REFUNDS
After receiving a return, Altessa Maison will inspect the product and notify the customer of the outcome.
Returns are normally inspected within 5 business days after delivery to our return address.
If the refund is approved, it will be issued to the original payment method.
For voluntary returns that are not governed by a shorter mandatory statutory deadline, approved refunds are normally initiated within 10 business days after the return has been received and inspected.
Customers exercising statutory rights in the European Union or United Kingdom will receive their refund within the applicable legal deadline.
Altessa Maison cannot issue a refund to a different card, bank account or payment method.
After the refund is initiated, the bank, credit card company, PayPal, Shop Pay or other payment provider may require additional time to display the funds in the customer’s account.
This additional processing period is controlled by the payment provider and not by Altessa Maison.
If more than 15 business days have passed since Altessa Maison confirmed that a refund was issued, contact us at:
contact@altessamaison.com
16. ORIGINAL SHIPPING COSTS
For ordinary voluntary returns caused by a change of mind, personal preference or incorrect size selection, original shipping costs are not refundable unless required by applicable law.
Where a European Union or United Kingdom customer validly exercises a statutory right of withdrawal or cancellation, the cost of the least expensive standard delivery method offered for the original order will be refunded.
Express, premium, expedited or other additional delivery charges are not refundable beyond the cost of standard delivery.
If the entire order is refunded because the product was incorrect, damaged, defective or materially misdescribed, applicable original shipping charges will also be refunded where required by law.
17. PARTIAL RETURNS
If an order contains multiple products, the customer may return one or more eligible products without returning the entire order.
Original shipping charges may not be refunded for a partial voluntary return unless required by applicable law.
Discounts, bundles, free gifts and promotional pricing may be recalculated when only part of an order is returned.
18. UNDELIVERABLE, REFUSED OR UNCOLLECTED ORDERS
If an order is returned to Altessa Maison because:
• The customer provided an incorrect or incomplete delivery address;
• The customer refused delivery without an applicable legal reason;
• The customer failed to collect the parcel;
• The customer failed to respond to the carrier;
• The customer failed to pay applicable import charges disclosed before purchase,
we may deduct reasonable and verifiable shipping, return, storage or carrier costs from the refund, where permitted by applicable law.
No deduction will be made where the delivery failure was caused by Altessa Maison, the carrier or incorrect fulfilment information provided by us.
19. CUSTOMS DUTIES AND IMPORT TAXES
International orders may be subject to import taxes, customs duties, brokerage charges or other fees imposed by the destination country.
Any charges paid directly to customs authorities, postal services, carriers or third parties may not be refundable by Altessa Maison.
The customer may need to contact the relevant authority or carrier to request reimbursement of those charges.
Where taxes or duties were collected directly by Altessa Maison as part of the order, they will be refunded when required by applicable law.
When returning an international order, the customer should correctly identify the shipment as returned merchandise and retain all customs and shipping documents.
Altessa Maison is not responsible for customs charges caused by an incorrect declaration made by the customer or the customer’s selected return carrier.
20. RETURN PACKAGING AND RESPONSIBILITY
The customer must package the product securely to prevent damage during return transportation.
The original product packaging must be placed inside protective external packaging.
For customer-arranged returns, responsibility for the parcel remains with the customer until it is delivered to the authorised Altessa Maison return address.
We strongly recommend using a tracked shipping service and retaining proof of shipment.
If a return parcel appears lost, the customer must contact the selected carrier and initiate a claim using the shipping receipt and tracking information.
21. CHARGEBACKS AND PAYMENT DISPUTES
Customers are encouraged to contact Altessa Maison before initiating a chargeback or payment dispute so that we have an opportunity to review and resolve the issue.
Contacting us does not prevent the customer from exercising any legal rights or protections available through the customer’s bank, card issuer or payment provider.
22. CONTACT INFORMATION
Altessa Maison
Operated by Matheus Soares
Business and return address:
Rua Biologia 90
2870-271 Montijo
Portugal
Email: contact@altessamaison.com
Phone: +351 916 854 538