Refund Policy

At ALDO, we want you to shop with confidence. Our Refund Policy outlines the terms for requesting and receiving refunds, ensuring transparency and clarity for all customers. Refunds are processed only after eligible returns are received and verified—please review our guidelines below to understand eligibility, timelines, and steps.

1. Key Policy Overview

  • Refund Eligibility: Tied to our 60-day return window (starting from the date you receive your order). Only items that meet our return criteria qualify for a refund.
  • Refund Timeline: Once your returned items are inspected and approved, refunds are processed within 5–10 business days.
  • Refund Currency: All refunds are issued in United States Dollars (USD) (matching the currency of your original purchase).
  • No Hidden Fees: We do not charge restocking fees for eligible refunds.

2. Refund Eligibility Requirements

To qualify for a refund, your return must meet the following conditions:

  • The item was purchased directly from ALDO’s official website (not third-party retailers).
  • The return is initiated within 60 days of delivery.
  • The item is in unused, unworn, and original condition:
    • Footwear must have no scuffs, stains, or wear on soles; shoe boxes must be intact (no tears or labels removed).
    • Bags, accessories, and other products must retain all original tags, packaging, and included items (e.g., dust bags, care cards).
  • The item is not part of our non-refundable categories:
    • Custom or personalized products (e.g., engraved accessories) — unless damaged or defective.
    • Final sale items (clearly marked “Final Sale” on the product page at checkout).

3. How to Request a Refund

Follow these steps to initiate a refund:

Step 1: Contact Customer Support

Email our team at [email protected] with the following details:

  • Your order number (found in your order confirmation email).
  • The name and SKU of the item(s) you want to refund.
  • A brief reason for the refund (e.g., “size mismatch,” “changed mind”).

Step 2: Receive Return Authorization

We will respond within 1–2 business days with a Return Authorization (RA) number and detailed shipping instructions (including our return address: 339 Main Avenue, Los Angeles, CA 90001, United States).

  • Write the RA number clearly on the outside of your return package — packages without an RA number may be delayed or rejected.

Step 3: Ship the Item Back

  • Package the item securely to avoid damage during transit. Include a copy of your order confirmation (or a note with your order number) inside the package.
  • Choose a trackable shipping method (we recommend this to confirm delivery).
    • Who pays for return shipping?
      • If the item is damaged, defective, or incorrect (e.g., wrong size/color sent by ALDO), we will reimburse your return shipping costs (provide a copy of the shipping receipt via email).
      • If the return is for personal reasons (e.g., “changed mind,” “size didn’t fit”), you are responsible for return shipping fees (we do not cover these).

Step 4: Wait for Inspection & Approval

Once we receive your return (allow 3–5 business days for delivery and inspection), our team will verify if the item meets eligibility requirements. We will email you to confirm:

  • Approval: Your refund will be processed within 5–10 business days.
  • Rejection: If the item does not meet conditions, we will explain why and offer to ship the item back to you (at your cost).

4. Refund Processing & Delivery

How Your Refund Is Issued

Refunds are sent to the original payment method used for your purchase:

  • Credit/debit cards: Refunds appear on your statement once processed (timing varies by card issuer — typically 3–7 business days after we send the refund).
  • Digital wallets (e.g., PayPal): Refunds are credited to your wallet within 1–3 business days.
  • Gift cards: Refunds are issued as store credit to a new or existing ALDO gift card (sent via email).

What’s Included in Your Refund?

  • The full purchase price of the eligible item(s).
  • Any applicable taxes paid on the item(s).
  • Shipping fees: If you received free shipping (as part of our site-wide free shipping policy), no shipping cost is deducted from your refund. If you paid for expedited shipping and are returning the item for personal reasons, expedited shipping fees are non-refundable.

5. Special Scenarios

Canceled Orders

  • If you cancel an order before it ships, we will issue a full refund within 5–10 business days (no action needed beyond requesting cancellation via email).
  • If you cancel an order after it ships, you must refuse delivery or return the package once received (follow the standard refund steps above).

Damaged or Incorrect Items

If you receive a product that is:

  • Damaged (e.g., torn material, broken hardware) or defective (e.g., non-functional zippers).
  • Incorrect (e.g., wrong style, size, or color).

Contact us within 48 hours of delivery — we will cover all return shipping costs, send a replacement (if in stock), or issue a full refund (your choice).

Gift Refunds

If you received an ALDO item as a gift and want a refund:

  • Provide the gift giver’s order number (or your email address if the gift was sent to you directly).
  • Refunds will be issued to the original purchaser (unless the gift giver authorizes a store credit for you).

6. Frequently Asked Questions (FAQs)

  • Q: I haven’t received my refund after 10 days — what should I do?A: First, check your spam folder for our refund confirmation email. If confirmed, contact your payment provider (bank, credit card company, or digital wallet) — they may need additional time to process the refund. If no confirmation, email us at [email protected] with your order number and RA number.
  • Q: Can I get a cash refund instead of a credit to my original payment method?A: No — refunds are only issued to the original payment method to ensure security and compliance.
  • Q: If I return multiple items, will I get a single refund or separate ones?A: You will receive one consolidated refund for all eligible items in your return, processed at the same time.

7. Need Further Help?

If you have questions about your refund or need assistance with the process, reach out to our customer support team:

  • Email: [email protected]
  • Mailing Address: 339 Main Avenue, Los Angeles, CA 90001, United States

We’re committed to resolving refund requests quickly and fairly — thank you for choosing ALDO.