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General FAQs

Delivery

You can check your order status at www.ally.nyc/pages/order-lookup

All orders are shipped via FEDEX or UPS, with free shipping on all US orders. Tracking information for all orders will be emailed to you with the shipping confirmation. Your trial box and in-stock purchase will ship within 1-2 business day from the date you place your order, and will be delivered within 3-5 business days from the date it ships. If your purchase is made-to-order and we don't already know your size, we'll send you a fitting pair of shoes first. Once you have a confirmed fit, your made-to-order items will ship within 14 days. That said, if we experiencing longer lead time due to factory capacity (i.e., during Lunar New Year), we will indicate our made-to-order timeline when you order.

Exchanges and Returns

You can return or exchange unworn shoes within 14 days of receiving them. To make sure your new shoes are returnable, please return in the same box they came in, keep the sole protectors intact, and only try your shoes on a carpeted surface. Worn items are non-refundable. All Returns and Exchanges are FREE in the US. Please request your return label by submitting a request at www.ally.nyc/exchange. If you decided to participate in our ALLY Trial programs, however, please read specific rules here.

Finding your perfect fit is very important to us and your feedback matters. We listen to all of our customer experiences and this feedback supports our data driven recommendations and enhancements.

  1. Please use the measurement card to determine your size.
  2. Give us feedback: https://www.ally.nyc/exchange
  3. Use the return label to return unworn shoes within 14 days.

All gift card purchases are final sale and cannot be refunded.

Please note we only cover return shipping for US orders. If you do need exchanges or returns for international orders, you will be responsible for shipping them back to our warehouse in the US and provide us with a tracking link. Please refer to to the International Shipping Section to see countries we ship to.

How Does Made-to-Order Work?

Is your size out of stock? Don't worry! Our Made-to-Order option lets you request what you need, so you don't have to wait for back orders.

If you selected Made-to-Order service, we'll confirm your fit before making the shoe. This allows us to find your perfect fit while reducing waste in the production process. If we already know your ALLY size, you will skip steps 1 to 3. Otherwise, here's how it works:

1. In the next couple of days, you will receive a pair of black fitting heels in the size you ordered, as your fitting pair along with a measurement kit.
2. Once you receive this pair, please confirm your size at www.ally.nyc/fit-result
3. Return the fitting pair using the return label included in the box.
4. Once we confirm your size, it will take 2 weeks to get your custom pair of heels. That said, if we experiencing longer lead time due to factory capacity (i.e., during Lunar New Year), we will indicate our made-to-order timeline when you order.

Please note you are still qualified for our FREE 14-day exchange & return policy for made-to-order products.

What Is At-Home Trial?

You can try our signature pumps, by paying $0 upfront.

Fill out our trial box questionnaire to tell us about your fit and color preferences, enter your shipping information, and your trial box will be on its way. After you receive the box, you'll have 7 days to try them on around your house. Keep & pay for what you like and return the rest. Shipping time won't be counted towards your 7-day window, so you truly have 7 full days to make a decision.

To make sure your payment method is valid, a temporary hold will be placed on your card, which may appear as “pending” or “processing.” Please note we won't actually charge your card unless you decide to keep your shoes. If you choose to return your order within our 7-day trial, we’ll void the hold on your card. Depending on your bank this typically takes 1-2 business days.

For more details on our trial program, please visit here.

How Does Installment Payment Work?

ALLY offer installment payment option, powered by AfterPay. You can divide your payment in 4 interest-free installments and pay every 2 weeks. Just select AfterPay as your payment method at checkout. You must be over 18, a resident of the U.S. and meet additional eligibility criteria to qualify.

Give $20, Get $20

Love ALLY? When you spread the word, you and your friends will both receive $20 off your next order. Check out our referral program and Sign up here to become an ALLY Ambassador and get your own referral code & link.

Shoe Care

There are some easy things you can do to keep ALLY heels looking pristine. As with all leather shoes, avoid getting them wet. If your heels do get wet, allow them to dry completely before treating with a suede brush or an eraser. With our suede heels, we strongly recommend that you avoid exposing them to water. If your Ally’s do come in contact with water, allow the soles and uppers to completely dry before wearing again as wearing when wet can lead to further damage.

My Outsole Appears to be Shredding?

Most of our shoes have a clear protective sticker on the sole to protect the sole before wear. To remove the sole protector, look for the clear semi-circle handle around the heel of the shoe and peel fully to remove the protective layer.

If your sole appears to be shredding after wear, the sole protector likely hasn’t been fully removed. Please email us an image of your soles to confirm via email at hello@ally.nyc

Do you Ship Internationally?

Aside from US, we also offer international shipping to select countries. Due to different shipping and duty specifics for each country, we have the following shipping tiers. Below is estimated cost for shipping one pair of heels for each country. Please note the cost of shipping and duty might vary based on your order value:

ALLY International Shipping

If you do need exchanges or returns for international orders, you will be responsible for shipping them back to our warehouse in the US and provide us with a tracking link.

If you don't see your country above, and would like us to ship to your country, please place a request by emailing hello@ally.nyc. You can view more detailed FAQs on international shipping below.

At Home Trial

Which Styles Can I Try?

Currently only our classic pumps are qualified for the at-home trial box, so you can experience the comfort firsthand. If you are interested in ordering our dressy strap heels, they are the exact same fit as our classic pumps. Once you confirm your fit in the classic pumps, the strap styles can be made-to-order and arrive in 2 weeks.

How does Try Before You Buy work?

You can try our signature pumps, by paying $0 upfront.

Fill out our trial box questionnaire to tell us about your fit and color preferences, enter your shipping information, and your trial box will be on its way. After you receive the box, you'll have 7 days to try them on around your house. Keep & pay for what you like and return the rest. Shipping time won't be counted towards your 7-day window, so you truly have 7 full days to make a decision.

To make sure your payment method is valid, a temporary hold will be placed on your card, which may appear as “pending” or “processing.” Please note we won't actually charge your card unless you decide to keep your shoes. If you choose to return your order within our 7-day trial, we’ll void the hold on your card. Depending on your bank this typically takes 1-2 business days.

What goes into the trial box?

After you fill out the trial box questionnaire, our fitting team will take a look and send you 1-2 sizes that we think will fit the best. We also ask you to give us your color preferences, which we will take into account when building your box.

Please note that you may not get the color of your choice if we don't have them in stock in your size. That said, once we confirm your fit, we can always place an order for your preferred color for arrival in 2 weeks.

Are the trial heels new?

You will be getting either new shoes or almost new samples. We will ask you for your preference when you fill out the questionnaire. While we will take your preference into account, it also depends on what we have available in your size and color of preference. We always clean the inside lining on all trials. We will mark clearly whether the shoes you received are new or samples. If you've received a sample pair, you can keep them at a discount or buy a new pair which will be made-to-order and arrive in 2 weeks.

What if I have questions about the fit?

We want to work with you to get you your best fit ever, and exchange shipping is always free. Once you receive your trial box, you will have the option to schedule a 15-minute virtual fit session on zoom with us. Our fit stylists are also available to chat with you live on our website. You can also email us at hello@ally.nyc or text us at (609) 736-0658‬ if you have any questions!

Can I exchange for another size if nothing fits?

If you know right away that you'll need a different size, please let us know in 24 hours! You can submit an exchange request at www.ally.nyc/exchange. Our fit stylists are available to chat with you live on our website. You can also contact us at hello@ally.nyc or text us at (609) 736-0658‬ if you have any questions!

How do payment and returns work?

You have 7 days from the date you receive your order to decide if you want to keep some of the shoes in your trial box. Our team will remind you when your trial period is almost over. If we don’t hear from you within 7 days, we’ll know it’s true love and your card will be charged for the retail values of what's in the trial box. Due to security concerns, we will not accept any prepaid cards to be put on file.

To make sure your payment method is valid, a temporary hold will be placed on your card, which may appear as “pending” or “processing.” Please note we won't actually charge your card unless you decide to keep your shoes. If you choose to return your order within our 7-day trial, we’ll void the hold on your card. Depending on your bank this typically takes 1-2 business days.

Returns and exchanges are easy - just ship them back using the return label included in your box. Returns under any circumstances will not accepted after the 7 day period has concluded. Shipping time won't be counted towards your 7-day window, so you truly have 7 full days to make a decision. Please also note returned heels must be in the same condition as you receive them, or you will be charged a damage fee. Feel free to contact us anytime at hello@ally.nyc.

Can I wear the trial heels outside?

Our at-home trial is meant to resemble an in-store try-on experience. As a result, we ask that you only try on your shoes indoors, ideally on a carpeted surface. Returned heels must be in the same condition as you receive them, or you will be charged a damage fee. Thanks for your understanding.

How long will it take for my trial box to arrive?

Your heels will ship within 2-3 business day from the date you place your order, and will be delivered within 2-5 business days from the date it ships. Shipping can vary depending on where you’re located.

Do you ship internationally?

Currently, our Try Before You Buy program is only available in the US. That said, we do ship US, Canada, Mexico, Switzerland, UK, Australia, New Zealand, HK, Macao, China, UAE, France, and Sweden. If you do need exchanges or returns for international orders, you will be responsible for shipping them back to our warehouse in the US and provide us with a tracking link. If you would like us to ship to your country, please place a request by emailing hello@ally.nyc. You can view more detailed FAQs on international shipping below.

International Orders

Where do you ship to internationally?

Aside from US, we also offer international shipping to select countries. Due to different shipping and duty specifics for each country, we have the following shipping tiers. Below is estimated cost for shipping one pair of heels for each country. Please note the cost of shipping and duty might vary based on your order value:

ALLY International Shipping

If you do need exchanges or returns for international orders, you will be responsible for shipping them back to our warehouse in the US and provide us with a tracking link.

If you don't see your country above, and would like us to ship to your country, please place a request by emailing hello@ally.nyc. You can view more detailed FAQs on international shipping below.

How much do I pay for shipping?

The cost for shipping your order depends on your address, and the service level you choose for shipping (Express, Standard). Our commitment to you is that we are 100% transparent with the shipping cost. We keep the shipping cost as low as possible and through our logistics partner select the best and most reliable carriers available to ensure your order arrives on time.

What are landed costs?

Duties, taxes (tariffs) and fees are assessed by your local government as a source of revenue for ecommerce purchases. They are similar to taxes you pay upon purchasing a product in a local store within your own country. We fully guaranteed the duties, taxes and import fees presented at checkout. If you pay duties and taxes at checkout your order will be expedited at customs and you will not be charged any additional fees upon delivery.

What shipping service levels do you offer?

ALLY Shoes offers both Express and Standard shipping, and at checkout you can choose which one you prefer.

How long will it take for my order to arrive?

The delivery time varies depending on the carrier, the service level and your address. Generally speaking, it takes between 1-5 business days for Express shipments to arrive. And Standard shipments usually take between 6 to 14 business days. Note, these time ranges do not include any delivery delays due to customs clearance.

Why do I pay duties and taxes?

All landed costs (duties, taxes and fees) are collected on imports by your country’s customs authorities. The order value, shipping charges, types of commodities and their value, country of manufacture and trade agreements dictate the import duties, taxes and fees levied by your country. The duties and taxes are mandatory and must be paid either at checkout or upon delivery of your order.

How do I pay duties/taxes?

Generally speaking, you pay duties and taxes at checkout when you place your order. This way you not only see the total cost upfront before placing the order, but you also won’t have to pay again when the parcel is delivered to you. In a few instances, we may ask you to pay duties and taxes upon delivery.

How can I track my order?

ALLY Shoes provides you a tracking number and link when your order is being fulfilled which typically happens within 24 hours after you place your order (for orders placed over the weekend or during holidays it may take a bit longer). You can track the status of your order through this tracking number and link where updates are posted as your parcel is in transit and delivered to you.

What if my order gets stuck in customs?

First, we want to let you know that most shipments make it through customs without any delays. That said, from time to time customs authorities review a shipment and may ask for additional information before the customs authorities clear the shipment for final delivery. If we need additional information from you to get your shipment cleared by customs, we will reach out to you. Reviews by customs authorities can take as little as a few hours, but occasionally it can take days or even weeks especially of duties and taxes were not paid upfront.

Can I get the At-Home Trial Box?

Unfortunately, our at-home trial program is US-only.

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