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General FAQs

Delivery Timeline

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 1-3 business days from the date you place your order, and will be delivered within 3-5 business days from the date it ships.

Made-to-order items typically ship within 3-4 weeks. That said, our factory will be taking its annual Lunar New Year recess from mid January to early February. We will experience longer lead time for made-to-order during our factory recess. All made-to-order items are still eligible for our 14-day return policy below.

Lunar New Year Lead Time Update

  • Made-to-order shoes ordered before 1/1/2023 or after 2/6/2023 will have our usual 3-4 week lead time.
  • Made-to-order shoes ordered between 1/1/2023-2/6/2023 will be shipped out by end of February.
  • In-stock shoes will still be shipped out within 2 business days.

Exchanges and Returns

US exchanges and returns are complimentary for new full price items (including in-stock & made-to-order) in their original, unworn condition within 14 days of delivery. 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.

Exceptions:

  • Eligible sale items are returnable within 14 days of delivery for store credit only
  • All sample shoes sold, gift card purchases, or items labeled as "final sale" cannot be returned, exchanged, or refunded
  • If you decided to participate in our Ally At-Home Trial program, please read specific rules here.

 

To start a return for US orders, please visit https://allyshoes.loopreturns.com/

Please be aware that we cannot accept returns once the sole protective layer has been peeled off. Additionally, our warehouse photographs any return that has imperfections, including protective layer being peeled off, scratches, markings, and the appearance of being worn. If returned pairs are found without sole protective layer, or damaged, or show signs of wear, you may choose to either have the shoes returned to you or get store credit after deducting a 30% restocking fee.

Refunds go back to your original payment method (excluding exceptions listed above). Please allow up to 14 business days for your financial institution to post refunds back to your account after we've received & processed your return. Any questions? Email us at hello@allyshoes.com

International Returns

For orders outside of the US, please visit https://www.ally.nyc/pages/intlreturn. 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?

If your size isn't currently in stock, your shoes will be handcrafted and delivered to your door in 3-4 weeks. For US customers, we offer an optional fitting process for most made-to-order items.

If we have fitting shoes in stock in your size for try-on, our team will email you with the option for fitting, If you opt-in, you will receive a pair of fitting shoes in your ordered size to try on first. We will include a return label for easy return. This fitting process helps us quickly confirm your perfect fit before making the shoes, while reducing waste in the production process. If you don't receive an email about optional fitting, that means we either don't have shoes in stock for fitting, or we are confident you ordered the right size.

There is no additional cost to opt-in for fitting. All made-to-order items are still eligible for our 14-day return policy.

Lunar New Year Lead Time Update

  • Made-to-order shoes ordered before 1/1/2023 or after 2/6/2023 will have our usual 3-4 week lead time.
  • Made-to-order shoes ordered between 1/1/2023-2/6/2023 will be shipped out by end of February.
  • In-stock shoes will still be shipped out within 2 business days.

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 offers an 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.

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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 shoes 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 the US, we also offer international shipping to the following countries: Australia, Canada, China, France, Hong Kong, Macao, Mexico, Netherlands, New Zealand, Singapore, Sweden, Switzerland, UAE, UK. Shipping cost and duty will vary by country, and will be calculated at check-out. 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.  

If you 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.

Exceptions:

  • Eligible sale items are returnable within 14 days of delivery for store credit only
  • All sample shoes sold, gift card purchases, or items labeled as "final sale" cannot be returned, exchanged, or refunded

 

You can view more detailed FAQs on international shipping below.

International Orders

Where do you ship to internationally?

Aside from the US, we also offer international shipping to the following countries: Australia, Canada, China, France, Germany, Hong Kong, Macao, Mexico, Netherlands, New Zealand, Singapore, Sweden, Switzerland, UAE, UK. Shipping cost and duty will vary by country, and will be calculated at check-out. 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.  

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. To return an international order, please visit https://www.ally.nyc/pages/intlreturn.

Exceptions:

  • Eligible sale items are returnable within 14 days of delivery for store credit only
  • All sample shoes sold, gift card purchases, or items labeled as "final sale" cannot be returned, exchanged, or refunded

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.

At-Home Trial Box

How does Try Before You Buy work?

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.

Which styles can I try?

Currently only our classic pumps are qualified for the at-home trial box. If you are interested in ordering our dressy strap heels or bold block 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 3-4 weeks.

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 3-4 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 3-4 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 (347) 343-3014‬ 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/trial-result. 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 (347) 343-3014 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 shoes 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. 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.

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