We’ve been working hard behind the scenes to upgrade our systems to give you the best possible experience.

While some things may look a little different, our products and services remain the same, and support is fully available. You can continue to shop and contact us as usual.

You can find out more information below relating to your account, orders and returns.

We’ve recently upgraded our systems. As a result, orders placed before 21/04/2026 aren’t currently visible in your online account.

We’re working to migrate historical order information into our new system. This may take some time, but support for these orders is still fully available. Please contact support@altrarunningbrand.zendesk.com for further information.

We’re actively working on migrating previous order information. This process may take time, and earlier orders may not appear immediately in your account.

Rest assured, your orders are not lost and can still be supported in the meantime.

You can identify your order type by its order number:

Old system order - Orders placed before 21/04/2026 and do not start with the letter "A"

New system order - Orders starting with the letter “A” and were placed after 21/04/2026

If your order was placed before 21/04/2026, you can follow the tracking links provided in your order or shipping confirmation. Alternatively, you can reach out to support@altrarunningbrand.zendesk.com who will be able to assist you.

Orders placed after 21/04/2026 can be tracked via your account or order confirmation emails as usual.

For orders placed before 21/04/2026, including:

• General order details
• Delivery or tracking updates
• Returns or refunds enquiries

Please reach out to support@altrarunningbrand.zendesk.com.

Their team has full access to your order information and will be able to assist.

Yes. Returns and refunds for orders placed before 21/04/2026 are still fully supported, as long as they meet the criteria.

Please contact support@altrarunningbrand.zendesk.com with your order details, and they’ll guide you through the next steps.

For orders placed after 21/04/2026, returns and refunds can be managed through your account or by contacting us via the contact form.

For any of the below enquiries, please use the contact form on this site, and our team will be happy to help.

• Orders placed after 21/04/2026
• New purchases
• Product questions
• General enquiries

Altra lovers, we look forward in answering any of your questions. Please reach us out through the following contact form specifying the topic you need support on.

Our team are available Monday - Friday, 8am - 6pm GMT (9am - 7pm CET) and you can find all the ways to get in touch via our Contact Us page. We are closed during the weekend, Christmas Day, Boxing Day and New Year's Day.

If you are a beginner and would like to start running with Altra Running, or if you are a professional looking for the most suitable model, please select "products" as your category and "more information on a product" as your subject, and one of our team will be able to give you some advice.

If, on the other hand, you are interested in collaborating with us or becoming an Altra Running retailer, we suggest you to select "other questions" from the drop-down menu in the "Category" section and "sell our products" as your subject. Our colleagues in the relevant department will contact you as soon as possible if they are interested.

We’ll do our best to answer as quickly as possible and aim to respond within 2 working days. We recommend using our FAQs and self service tools like our live chat assistant to find the answer to your query.

Do you love Footshaped shoes? Do you want to be part of our mission to help people move better and healthier? Reach us out through our contact form.

Every request will be read and considered carefully. We value your input. Thanks for coming along and embracing our mission to help everyone unleash their own human potential.

Creating an account allows you to store your shipping details, view your order history, save your cart, track orders and register a return yourself. Creating an account is super easy: simply click here or select the login icon in the main menu and enter your email address. You’ll receive a 6‑digit verification code sent directly to your inbox. Enter this code on the login page and you’ll be signed in instantly — no password needed. If you run into any difficulties or have any questions, our Customer Care team are here to help you.

Creating an account is quick and easy. Select the account icon in the main menu and follow the steps provided. When prompted, enter your email address to receive a 6 digit code - no password required. Once you receive it, enter the code and you're done.

There are many benefits to creating an account with Altra. You can personalize and manage your profile, create your Wishlist and share it with friends, store multiple shipping addresses, view and track your orders right from your account and checkout faster.

No, you can shop as a guest on our Altra Online Store.

Log in to "My Account" and click on "Edit" where you wish to modify your details.

If you want to delete your account, you can get in touch with our Customer Care team who can assist you.