Help Center
Due to severe weather conditions, deliveries in some regions may be delayed.
As Customer Service Experts, it's our main priority to ensure that you are being well serviced. To help us create the best experience for you, we ask that you always practice respect in dealing with our associates. Abusive or aggressive behaviors such as yelling, bullying, swearing, or discriminatory remarks will not be tolerated as we continue on our journey to create a world of Love, Confidence, and Belonging.
Returns & Warranty
How can I return my order?
Returns by mail for orders over €50 are free of charge. For orders below €50, a fee of €6 will be automatically deducted from your refund total. This fee is not refundable. Purchases and orders placed in-store can be returned in-store only.
Online Returns
Inside your parcel, you will find a return form. Please ensure it is completed and included in your return shipment, as it is required for processing.
You can return your order using one of the following methods:
1. Speedex Courier
- Drop off your parcel at any Speedex partner store, or
- Schedule a pickup from your location by calling +30 210 2200977 or emailing customercare@rvudistribution.com
2. Box Now Lockers
Return your order via Box Now lockers, available 24/7. If your order was delivered through Box Now, simply use the same 10-digit voucher code at any locker. Enter the code on the pinpad, place your parcel inside, and the courier will collect it the next day. Your return will reach our warehouse within 3 working days.
How long will it take for me to receive my refund?
Once your return is processed, refunds will usually appear within 14 business days.
When will I receive my refund after returning my item by mail?
Once your return is received and processed at our warehouse, your refund will be issued within 14 business days.
What items are not eligible for return?
Items marked as final sale are not eligible for returns. In the interest of hygiene, earrings, hair accessories, socks, shoe laces, and shoe care products may not be returned at any time.
Items purchased from other retailers, including department stores, or 3rd party websites, should be returned to the store from which it was originally purchased and will be subject to the return policy of the originating retailer.
Payments
Why is my credit card information not being accepted?
Double check your number, expiration date, CVV, and billing address. It is important that your billing address be entered on your order exactly as it appears on you credit/debit card statement.
If everything looks correct and it is still not working, we recommend contacting your bank or trying a different payment method.
How long will it take for me to receive my refund?
Once your return is processed, refunds will usually appear within 14 business days.
How do I use my promo code?
Promo codes can be applied at "My Bag" page or at checkout.
My Bag
Simply enter the discount code under the "Have a discount code?"
Checkout
Enter the Promo code at the section Discount Code
Be sure to add the dashes when entering your code. Promo codes are for one time use only and cannot be combined with any other codes/promotions.
I was charged but didn’t receive an order confirmation. What should I do?
Check your inbox and spam or junk folder as confirmation emails can sometimes end up there. Verify the email address used at checkout to make sure there were no typos.
My payment went through, but the order status is still pending. Why?
Our system may need a bit more time to process your order. Orders are processed during business days, Monday to Friday, so if you placed your order on a weekend, it will begin processing on the next business day.
Please allow at least 24 hours after receiving your shipment confirmation email before clicking the tracking link. This gives the courier time to pick up your order from the shipping location.
Sizing
If you want to see our size charts, click here
What are your size conversions?
You can refer to our size charts to view conversions and measurements for every size we carry.
What should I do if I'm between shoe sizes?
If your measurements are between sizes or if one foot's measurement is larger than the other, always move up to the larger size. Select half sizes are available depending on the shoe style. Refer to our size chart for details.
Product Material & Care
How do I protect my shoes?
Protecting your shoes is a vital step in ensuring that they last for all your upcoming occasions. We carry a vast array of shoe care products from waterproof sprays to cleaning wipes to polishing solutions for leather and suede. The right product for you will depend on the material of your shoes. If you'd like some expert advice on which care product to use, bring your shoes to you nearest ALDO store for a most personalized recommendation.
What kind of leather do you use?
We use an array of different skins, tanning methods, and treatments to distinguish various types of leather for every occasion. Should you need more information on a particular style, don't hesitate to chat with us and we'll find out every detail you desire.
What materials do you use for you products?
A variety of materials are used to make our shoes and accessories. The information about the material used on a particular style is included on our individual product pages.
Should you need more information on a particular style, don't hesitate to chat with us and we'll be happy to assist.
What are the ingredients in your shoe care products?
Most of our cleaning products use a water-based formula that is non-toxic and solvent free. You can refer to the individual product pages for specific details. Should you need more information, chat with us and we will gladly assist you.
Shipping
How long will it be before I receive my order?
Once you receive a shipping confirmation email, your item(s) will be delivered via the shipping method you selected.
Please allow at least 24 hours after receiving your shipment confirmation email before clicking the tracking link. This gives the courier time to pick up your order from the shipping location.
My tracking number shows as delivered but I haven't received my order. What should I do?
If you see that the package was delivered but you haven't received it, be sure to check around your property, with your neighbors, with any other members of your household or any dedicated parcel area.
The package may have been left in a secure location (lockers, storage, etc.) if you weren't around at the time of delivery. If you still can't locate it, please wait 48 business hours post-delivery to chat or call us, and we will gladly get to the bottom of it.
I ordered multiple items. Will I receive them separately?
It is possible that orders that contain more than one item will ship from different locations at different times. You will receive an email update and tracking information for every possible shipment.
Do you deliver on weekends?
At this time, we do not offer weekend delivery. Our standard delivery days are Monday to Friday, excluding statutory holidays.
If you place an order over the weekend, it will be processed within the next 2 business days.
What courier do you use?
All of our orders are shipped with Speedex or Box Now.
Ordering
How can I track my order?
We'll send you email updates at just about every step of your order's journey. You can also track it by providing your order number and postal code.
Please allow at least 24 hours after receiving your shipment confirmation email before clicking the tracking link. This gives the courier time to pick up your order from the shipping location.
What information do I need to provide when placing a order?
You will need to provide your full name, a shipping address including apartment/suite/unit number (if applicable) that matches your credit card statement, city, province, postal code, country, phone number (for delivery updates or issues) and email address (for order confirmation and tracking).
We recommend having this information saved in your Shopify account for a quicker and easier checkout experience.
I accidentally placed my order with the incorrect shipping address. What should I do?
Once your order has been placed, we unfortunately cannot modify your address.
If the delivery attempt fails and the package is returned to us, we will issue a refund once received. For further assistance, please contact us.
