Here are answers to the most common questions. If you can't find what you're looking for, email us at clientes@alturasiete.com or message us on WhatsApp at (81) 1241 6838, Monday to Friday, 9:00 a.m. to 6:00 p.m. (Mexico City time).
Orders and shipping
How much is shipping, and when is it free?
Within Mexico, standard home delivery costs $150 MXN and is free on purchases of $4,500 MXN or more (accumulated order total). If you need it faster, you can choose Express Delivery for $300 MXN at checkout.
How long will my order take to arrive?
Once your payment is validated (this can take up to 72 business hours), standard shipping takes 4 to 7 business days and Express Delivery takes 1 to 3 business days. During Buen Fin and December, the estimated time is 15 to 21 business days, and an order may be split into several deliveries.
How do I track my order?
When we validate your payment, we send you your tracking number. You can use it to check your shipment's status on the carrier's website, in the Tracking section.
What if I'm not home when my package arrives?
The carrier makes 3 delivery attempts. If no one is available on the third attempt, you can pick the package up at the carrier's office within the following 5 business days with a valid ID and your tracking number.
What should I do if my package arrives damaged or incomplete?
Before signing for it, check with the delivery person that the package is sealed and complete; you can note its condition on the delivery receipt. If an item is missing, report it to the carrier within 48 business hours and email us at clientes@alturasiete.com with your order number and photos of the box.
Do you ship to the United States?
Yes. For shipments outside Mexico, the cost is calculated by weight and shown at checkout, before you confirm your purchase. Free shipping from $4,500 MXN applies only to deliveries within Mexico.
Payments
What payment methods do you accept?
We accept credit and debit cards, PayPal and Mercado Pago. Your payment is processed through a secure, encrypted checkout.
Do you offer interest-free installments?
Yes, we offer 3 and 6 interest-free monthly installments with participating credit cards. Available terms and conditions are shown at checkout.
Exchanges, returns and warranty
Can I exchange my size?
Yes. You have 30 calendar days from delivery to request an exchange of size, style or color, or a return. On orders shipped within Mexico, your first size exchange per order is free, with no minimum purchase and subject to availability. For exchanges due to preference, the product must be unworn, clean and have its original tags and accessories.
How do I request an exchange or a return?
Email us at clientes@alturasiete.com or message us on WhatsApp at (81) 1241 6838, Monday to Friday, 9:00 a.m. to 6:00 p.m. (Mexico City time), with your order number. We reply within 2 business days and let you know how to hand in or send the product.
Do discounted products also qualify for exchanges?
Yes. Products with regular discounts or promotions are covered by our exchange and return policy. For size-only exchanges of the same style and color, we honor the price you paid.
How long does a refund take?
If approved, we issue it within 5 business days after acceptance, to the original payment method. How soon it appears in your account depends on your bank or payment provider. For Buen Fin and December purchases, it can take around 15 business days.
Do you offer a warranty?
Yes, 90 calendar days from delivery for manufacturing defects. Contact us with your order number and photos of the issue; we will assess the case and let you know the appropriate solution. See the full policy at Exchanges and Returns.
Our footwear
What are your shoes made of, and where are they made?
Our designs are original and handmade in León, Guanajuato, using genuine materials, 100% leather.
How do I choose my size?
If you're between two sizes, message us on WhatsApp at (81) 1241 6838 and we'll help you choose. Remember that, in Mexico, your first size exchange is free.
How do I care for my shoes?
See our guide on the Care page.
Do you have physical stores?
Yes. Visit our own stores, with addresses and hours, on the Flagship Stores page.
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.
