FAQ

Exchanges and returns are available 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 (e.g., our Semi-Annual or BFCM sale) 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.

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.

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

• Need a different size? Exchanges are complimentary for US orders on new full price items (including in-stock & made-to-order) in their original, unworn condition within 14 days of delivery.
• Prefer to get a refund or store credit? Refunds go back to your original payment method (excluding exceptions listed above). Please note that a handling fee of $12.99 will be deducted from the refund. This fee is waived if you choose to get store credit instead. 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.

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

• For international return policy, please refer to our International section below.

Any questions? Email us at hello@allyshoes.com.

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

All orders are shipped via FEDEX, UPS, DHL, or USPS (PO Box address, or measurement kit) with free shipping on all US orders $150+. 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.

In the case of any lost packages, our support team is always here to help communicate with FEDEX, UPS, DHL, or USPS and/or assist with claim process. That said, ALLY Shoes will not assume responsibility for reimbursement or compensation in the event a package is lost, stolen or mishandled. Please keep all tracking details for your records.

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.

We will honor price adjustments on any full-price purchase within a 24-hour window during our sale periods. If you place an order and your discount code or markdown was not applied, please reach out to customer support for assistance. Please note price adjustment that matches our marked-down sale (e.g., Semi-Annual Sale, Black Friday Sale) will subject the original order to the same sale return restrictions.

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.

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.

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.

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

Still prefer to try before you buy? Let us bring the fitting room to you. You can try our Heels (2 or 3-inch) at home for $25.

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.

Aside from the US, we also offer international shipping to the following countries: Canada, France, Sweden, Australia, United Kingdom, Saudi Arabia, Netherlands, Spain, Portugal, Germany, Hong Kong SAR, Mexico, Singapore, Switzerland, Macao SAR, New Zealand, United Arab Emirates, Israel, Malaysia, Vietnam.

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.  

International Shipping cost (excluding applicable import tax):

• One Pair: $29.99
• Two+ Pairs: $39.99

You can view more detailed FAQs on international shipping below.

Aside from the US, we also offer international shipping to the following countries: Canada, France, Sweden, Australia, United Kingdom, Saudi Arabia, Netherlands, Spain, Portugal, Germany, Hong Kong SAR, Mexico, Singapore, Switzerland, Macao SAR, New Zealand, United Arab Emirates, Israel, Malaysia, Vietnam.

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.  

International Shipping cost (excluding applicable import tax):

• One Pair: $29.99
• Two+ Pairs: $39.99

The delivery time varies depending on your address. Generally speaking, we ship Fedex Intl Express, which takes between 5-7 business days for shipments to arrive. Note, these time ranges do not include any delivery delays due to customs clearance.

Applicable duties and taxes will be collected upon delivery.

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.

International returns are allowed within 14 days of delivery. We offer an easy way to generate a return label for Canadian orders. For international orders outside of Canada, you will be responsible for shipping them back to our warehouse in the US and providing us with a tracking link.

Exceptions:

• Eligible sale items (e.g., our Semi-Annual or BFCM sale) 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

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, we reserve the right to refuse return.

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

• Need a different size? Exchanges are available for Canadian orders on new full price items (including in-stock & made-to-order) in their original, unworn condition within 14 days of delivery. You can generate a return label for the original order at a discounted shipping rate of $10, and we will also cover the outbound shipping cost for your new order.
• Prefer to get a refund or store credit? Refunds go back to your original payment method (excluding exceptions listed above). Please note that a fee of $22.99 will be deducted from the refund (discounted shipping + handling fee). This fee is waived if you choose to get store credit instead. 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.

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

• For orders outside of Canada, you will be responsible for shipping them back to our warehouse in the US and provide us with a tracking link.
• Need a different size? You will be responsible for shipping the original order back to our warehouse in the US and provide us with a tracking link. That said, we will cover the outbound shipping cost for your new order.
• Prefer to get a refund or store credit? Once our warehouse receives and inspects your return, refunds will go back to your original payment method (excluding exceptions listed above). Please note that a handling fee of $12.99 will be deducted from the refund. This fee is waived if you choose to get store credit instead. 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.

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.

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

Still prefer to try before you buy? Let us bring the fitting room to you. You can try our Heels (2 or 3-inch) at home for $25.

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 of $350 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.

Currently only our 2 or 3-inch heels 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.

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.

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.

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!

Your trial box includes one free exchange. 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!

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. After the 7-day trial period, any shoes that aren't dropped off for return will be considered "kept" and your card will be charged for the retail value for these shoes.

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 are keeping the 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. Due to security concerns, we will not accept any prepaid cards to be put on file.

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.

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.

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.

Currently, our Try Before You Buy program is only available in the US. That said, we do ship to Canada, France, Sweden, Australia, United Kingdom, Saudi Arabia, Netherlands, Spain, Portugal, Germany, Hong Kong SAR, Mexico, Singapore, Switzerland, Macao SAR, New Zealand, United Arab Emirates, Malaysia, Vietnam. You can view more detailed FAQs on international shipping above.