We want you to enjoy choosing your Altura Siete and to have peace of mind when you receive them. If the size, fit or design isn't what you expected, we'll help you find a solution.
1. You have 30 days to decide
You can request an exchange of size, style or color, or return your purchase, within 30 calendar days after delivery. For in-store purchases, the period starts when you receive the product.
What matters is that you contact us within that period; our team's response time will not shorten your window.
2. Try them on at home
For exchanges or returns by preference, products must be unworn, clean, unaltered and with their original tags and accessories. Keep the box and protective bags.
We recommend trying on footwear on a clean, soft surface to avoid marks on the soles.
These unworn-product conditions apply to exchanges by preference; requests for manufacturing defects are reviewed separately.
3. Your first size exchange is free
For purchases shipped within Mexico, we cover a return label and the shipping of the new size on the first size exchange per order, with no minimum purchase.
Exchanges are subject to availability. If we don't have your size, you can choose another style, store credit or a refund for the product.
If you choose another style, the amount you actually paid will be taken as credit: you can pay the difference or receive a refund of the excess.
4. You can also return your purchase
If you prefer a return, we will refund the amount paid for the accepted products to the original payment method. Store credit is optional.
For returns by preference, return shipping is at your expense. We can provide you with a label and tell you its cost before you accept it. The original shipping, if it was charged and the service has already been provided, is not refunded in these voluntary returns.
If you received the wrong product or one with a covered manufacturing defect, Altura Siete will absorb the corresponding shipping costs.
The above does not limit refunds or other rights that apply under applicable law.
5. Service at our own stores
You can drop off your product for exchange or return at our own stores, at no handling cost, by presenting your receipt or order number.
Exchanges depend on available inventory. If a refund applies to an online purchase, it will be processed through the original payment channel.
6. Promotions and special products
Products with ordinary discounts or promotions also qualify under this policy. For exchanges strictly of size, for the same style and color, we will honor the price you paid.
Limited editions qualify; restocking depends on availability.
Products made or customized especially for you are not eligible for voluntary exchanges by preference. This does not affect your rights regarding defects, order errors or other applicable legal grounds.
7. Warranty for manufacturing defects
We offer a 90-calendar-day warranty from delivery for manufacturing defects.
Contact us with your order number or receipt and photos of the problem. We will evaluate the case and let you know the appropriate solution —repair, replacement or refund—, respecting the rights and options established by law.
The warranty does not cover normal wear, damage from accidents, improper use or third-party interventions that caused the problem. Having used the product does not by itself rule out a manufacturing defect.
8. A simple process
Request assistance by email at clientes@alturasiete.com or by WhatsApp at +52 (81) 1241 6838, Monday to Friday, 9:00 a.m. to 6:00 p.m. (Mexico time). Share your order number and tell us what you need; if there is a defect or error, attach photos.
- We will respond within a maximum of 2 business days.
- We will tell you how to deliver or send the product. For voluntary requests, you will have 7 calendar days from receiving the instructions and, where applicable, the label, to ship it.
- We will inspect the product within 3 business days of receiving it.
- If a refund applies, we will issue it within 5 business days after acceptance and send you confirmation. When it appears in your account will depend on your bank or payment provider. For Buen Fin and December purchases, the refund may take around 15 business days.
If a request does not qualify, we will explain why.
9. Purchases through other channels
This policy applies to direct purchases at alturasiete.com, official WhatsApp and Altura Siete's own stores in Mexico. Purchases made at Liverpool, Mercado Libre or other distributors are handled through the channel where the purchase was made, according to its terms and applicable law.
This policy extends your peace of mind and does not limit your rights as a consumer.
Last updated: October 26, 2026
Altura Siete es una marca mexicana de lujo especializada en zapatos y bolsos de edición limitada elaborados con piel genuina y materiales exclusivos de alta calidad.
