Frequently asked questions.
What is the return/exchange policy?
We accept exchanges when a different size is needed than what was ordered or store credit on any unworn, full-price footwear or leather goods purchase within 14 days of receipt. Please note:
- We do not offer refunds. Store credit never expires.
- Returns are not accepted on socks, shoe care products or any discounted items.
- All “Last Call,” sale items, and “add to run” catalog orders are final sale with no exceptions.
- All items must be returned in brand-new condition with all original packing and materials with no signs of wear or try-on.
If you experience an issue with Alden or Crown Northampton footwear purchased from us, please contact us right away. Issues are reviewed on a case-by-case basis within the same 14-day return window. Send photos and details to info@brickmortarseattle.com. We can only assist with items purchased directly from Brick + Mortar, not from any alternative retailer, resellers, auction sites or any alternative source.
What if my order has a defect?
We inspect every item before it is packed and leaves the shop. While mistakes are not common, occasionally something can slip through the cracks. Please contact us immediately with photos at info@brickmortarseattle.com. While defects are rare, we handle each situation on a case-by-case basis. Assistance is available only for items purchased directly from Brick + Mortar, not third-party retailers, resellers, auction sites, etc.
When will my order ship?
Orders ship Monday through Friday. Most orders are processed within 24 hours when placed during business hours. Exceptions include holidays, weekends, and store closures. Once your order is packed and a shipping label is created, you’ll receive a confirmation email with tracking details.
Are shipping times guaranteed?
No. The shipment timelines at checkout are carrier-provided estimates. Please note:
- USPS does not guarantee delivery times.
- UPS only guarantees Next Day Air service.
Because delays may occur, Brick + Mortar cannot guarantee exact delivery dates. Due to reliability, we strongly encourage you to select UPS for your shipping provider.
How much does shipping cost?
Shipping rates are calculated in real time at checkout using discounted carrier rates. Costs vary based on size, weight, and destination, not on purchase price. We suggest selecting UPS for your shipping provider.
Typical examples:
- UPS Ground (USA): $15–$22 for a single pair of shoes or boots.
- USPS Priority Mail International (Canada): $65–$80.
We do not profit from shipping charges. If the actual cost is lower than what you paid, we proactively refund the difference.
Do you ship internationally?
- Alden: We only ship online orders of Alden footwear within the USA.
- All other brands: Crown Northampton, Pantherella, and shoe care products ship to most countries worldwide.
How do pre-order deposits work?
- Alden Pre-Orders: Secured with a $300 non-refundable deposit. The remaining balance (plus shipping) is due once the order arrives.
- Alden Catalog Special Orders (in stock): Payment due in full at the time of order.
- Alden Catalog Backorders: Require a 50% deposit when placing the order. No cancellations are permitted.
- Crown Northampton Pre-Orders: Payment is due in full up front. This guarantees your price and shields you from potential tariff increases while your order is in production.
Once your order arrives, our team will contact you. You’ll have 14 days to pay the remaining balance. If unpaid, the order will be cancelled and your deposit forfeited.
How long do pre-orders take?
Production times vary by style and brand. Estimated arrival dates (ETAs) are listed on the corresponding product page. These timelines are projections and not guaranteed. Hand sewn Alden styles and Crown Northampton orders may experience longer lead times than what is originally projected.
I've never worn Alden before, how do I know my size?
We recommend starting with our Sizing Guide. Keep in mind every foot is different so anecdotal evidence via online discussion forums may not yield accurate results. For personalized guidance contact us by phone or email, we’re happy to help ensure the best fit for your foot.
How do UK sizes compare to US sizes?
Crown Northampton shoes use made in England and therefore use UK sizing. In most cases, customers size down 0.5 to 1 full size from their US sneaker size. For specific advice, please contact us.
How can I track my order?
After you place your order, you’ll receive an order confirmation and then be provided tracking information via email once your order has been inspected, packaged and prepared for shipment. After your package is transferred to the carrier it is no longer under Brick + Mortar’s control. For any further updates please refer to your tracking number and/or reach out to the carrier directly. Please contact us only after these steps have been taken and you require additional assistance.
Can I buy Alden's rare shell cordovan colors like Whiskey, Ravello, Color 4, etc.?
Alden Rare Shell Cordovan models are not publicly listed. You may request to be added to our rare shell waitlist, though please note:
- The list is long and wait times can be considerable.
- Priority is given to existing Brick + Mortar customers.
Do you carry women's shoes?
- Alden: Only produces men’s shoes. That said, some women wear Alden depending on their feet size.
- Crown Northampton: Produces unisex styles which does include women's sizes.
Contact us for guidance on women’s footwear sizing and recommendations.
Do you offer price matching?
No. Our products are produced in extremely limited quantities and are not eligible for price matching.
Where should I get my Alden Shoes/Crown Northampton shoes resoled?
Alden
We recommend the Alden Factory Restoration Program, which includes:
- Resole and refinishing of uppers
- Minor repairs if needed
- Alden cedar shoe trees (included)
Turnaround is approximately 8–10 weeks (plus transit). The restoration fee is $219. We can assist with the process for an additional shipping fee or you can contact Alden directly and go through them.
Crown Northampton
Crown Northampton sneakers are designed to be resoled. We recommend sending them directly to the Northampton factory, as the materials and construction require specialized expertise. Contact Crown Northampton directly via their website or reach out to us for guidance.
Where are Alden shoes made?
Alden shoes are crafted in Massachusetts, USA, at their own factory since 1884. They remain 100% American made.
How should I care for my shoes?
See our Shoe Care page for detailed guidance as each leather requires a different treatment for optimal results. For personalized recommendations or any other leather care/footwear questions please contact us.
Can I schedule a fitting appointment?
Yes. We encourage first-time customers to book a fitting so we can provide dedicated service and prepare sizes in advance. Contact us by phone or email to schedule.
Do you offer Gift Cards?
Yes. Brick + Mortar gift cards (known as Indy Bucks) are the perfect gift for any Alden enthusiast.
- Digital gift cards (Indy Bucks) are delivered via email.
- Physical gift certificates are available by request only, please contact us.
- 1 Indy Buck = $1 USD, and they never expire.
- Valid on all Brick + Mortar product purchases, available in any denomination (custom amounts available upon request).
Please note: Gift cards (Indy Bucks) are not returnable, cannot be exchanged for cash, do not apply to shipping charges or services and are intended for use on product only. They are non-transferable without prior authorization from Brick + Mortar.
How can I be sure I'm shopping on your official website?
Our one and only official website and e-commerce store is brickmortarseattle.com. Shopping directly with us ensures you receive authentic products, trusted service, and the full Brick + Mortar experience. All orders placed through our website are processed securely.
From time to time, imitation websites appear using similar names or URLs (for example, “brickmortarseattle.shop”). These are not affiliated with us. If you ever come across a questionable site, please feel free to contact us and we’ll be glad to confirm.
As a reminder: Alden does not allow its authorized retailers to discount products. If you see Alden footwear advertised at unusually low prices elsewhere, it is not genuine.