RETURN AND EXCHANGE POLICY

A.LIVE wants you to have the best experience with your shoes and this begins by feeling comfortable and happy with them. We know that some times online purchases are not easy, so if you have any questions please contact us by phone or by email before placing your order, we will be thrilled to help you.

If you want to make an exchange of a product please make sure it complies with the following conditions:

  • The product must be in its original condition; unused, with all labels, any special packaging and accessories included. Incomplete, damaged, worn or altered items will not be accepted. We recommend you try your shoes on a carpet to prevent scratching the sole.
  • The product must be accompanied by the invoice/purchase receipt, only products purchased online at www.shopalive.co will be accepted.
  • The exchange must be requested within 30 (thirty) working days from the date in which the product is received.
  • Exchanges will always be accepted based on the net value at which the product was purchased. Exchanges are subject to inventory availability, otherwise, you can choose another product of the same value or cancel the value of the surplus.
  • Promotional products have no change.
  • The customer assumes the cost of the shipment.

If you want to return a product, please make sure it complies with the following conditions:

  • The product must be in its original condition; unused, with all labels, any special packaging and accessories included. Incomplete, damaged, worn or altered items will not be accepted. We recommend you try your shoes on a carpet to prevent scratching the sole.
  • The product must be accompanied by the invoice/purchase receipt, only products purchased online at www.shopalive.co will be accepted.
  • The return must be made within 15 (fifteen) business days from the date in which the product is received.
  • Refunds will always be made for the net value at which the product was purchased. Once we receive the returned package in our facilities please allow us 5 (five) business days to make the refund, once the refund is made please allow us 5 (five) additional business days for it to reflect in your credit card account.
  • Promotional products do not have a refund.
  • The shipping cost will be deducted from the refund.

If you agree with the above, proceed to send an email to info@shopalive.co to issue a FEDEX return label and give you the next steps to follow.

PRODUCT GUARANTEE POLICY

A.LIVE conducts high-quality manufacturing processes but even with such measures some products are not entirely free of workmanship errors, thus, all of our products have 3 (three) months warranty. If your shoes present any irregularity, you must present yourself to any of the A.LIVE stores and fill out a Guarantee Application Form, if the purchase was made online, write us at info@shopalive.co explaining your case and one of our sales advisors will get in touch with you with a prompt response.

Our production team will review each individual case and define according to this policy, which is an accurate way to resolve the problem. The alternatives may be the following:

Amendment: In some cases, the products can be repaired by a qualified person in the matter. In this case, the product must be shipped to our production facilities where it will be repaired by our team. The product will be shipped back to the customer within 20 (twenty) business days from the day the product arrives at our facilities.

Replacement: A replacement will be made when the product presents severe damage caused by a quality problem originated in the production process. Replacements are subject to inventory availability, otherwise, you can choose another product of the same value or cancel the value of the surplus. We will abstain from granting the guarantee when there are no reasons or arguments that confirm a quality problem, as indicated in Article 22 of the Colombian Consumer Statute.

A.LIVE reserves the right to refuse any return or exchange of merchandise that does not comply with these conditions.

COLOMBIA SHIPPING POLICY

All orders are processed from Monday to Friday, orders that are made before 5 pm will be sent the following business day and are expected to arrive within 2-3 business days.

Shipments to the city of Barranquilla are free, orders that are made before 2 pm will be delivered the same day.

Once the package is shipped, you will receive a confirmation email along with the Fedex tracking number. You can track your order by following the link or by going to the Fedex main page.

INTERNATIONAL SHIPPING POLICY

All orders are processed from Monday to Friday, orders that are made before 5 pm will be sent the following business day and is expected to arrive within 4-5 business days.

Once the package is shipped, you will receive a confirmation email along with a Fedex tracking number. You can track your order by following the link or by going to the Fedex main website.

We do our best to ensure the timely delivery of all orders but please bear in mind that we depend on our carrier, on rare occasions, packages can arrive outside of the estimated timeframe.

Also note all international packages may be subject to import taxes, customs duties and/or fees imposed by the destination country. These charges will normally be due once the shipped goods arrive to the country of destination. A.LIVE does not have any responsibility on these additional charges that may apply. The boundaries for duty-free packages are established by your local customs authorities. Please check your local customs website for more information.

We want you to be part of our family and that's why we invite you to share your perfect look with your #ALIVE shoes using the hashtag #FeelAlive or #AliveWomen and by tagging us @shop.alive