Frequently Asked Questions

Find the answer to your questions

Products & maintenance

Where are your products made?

All our products are handmade in Portugal, north of Porto, a region renowned for its high-end shoe workshops.

What types of leather do you use?

We select the materials we use for our models with the greatest care. All our leathers come from the best Portuguese tanneries.

Should I waterproof or wax my product?

We advise you to waterproof and shine your shoes regularly, in rainy weather, but also in good weather.

Size

How do you shoe?

The Alpha High and Low normally fit. We invite you to consult our Size Guide to find out your exact shoe size. If you still have a doubt, you can contact us at: customers@subtle.fr

What if I wear the wrong size?

We offer a free exchange for our customers in metropolitan France. You just have to go to our page Shipping & Returns. We'll explain the procedure to you then, it's very easy. For other European countries, we can send you a new size for free but we are not yet able to recover the wrong pair.

Ordering, deliveries & returns

How long do I have to wait to get my shoe?

As soon as your order is taken into account by our service, our products are delivered within 48 hours. 3 to 7 days in Europe. 6 to 15 days in the rest of the world. If you have not received your products, do not hesitate to contact us at customers@subtle.fr.

How can I track my order?

Once your order is shipped you will receive an email with an online tracking number.

Is the delivery free?

We deliver free of charge anywhere in France, Belgium, Germany, the Netherlands and Luxembourg . For England, Switzerland, Spain, shipping costs are from 10€. And from 20€ for the rest of the world.

What is your return policy?

We accept returns within 15 days (once you have received your product). Please check that the products are not worn or damaged. Refunds are made in the same form as purchases. We offer a free first exchange for our customers in Metropolitan France.

Points of sale

Do you have a shop/reseller where I can try/buy your products?

No. We don't have a physical store. And we don't currently work with resellers.

Do you do private sales?

We regularly hold private sales. We communicate on the places and dates through our Newsletter and our Facebook page.

Customer Account

Do I have to create a customer account to order?

No, it's not a requirement. But it is highly recommended. Indeed, it will allow you to find your history faster, edit your addresses and track your package online. You will also be notified when new products and exceptional events are released.

Do you save my bank details?

Absolutely not. We have no access to that information at any time. Société Générale is in charge of it. Your data is perfectly secure.

Payment

What types of credit cards do you accept?

We accept payment by Visa, MasterCard and American Express. You can also finalize your order with the Paypal payment service.