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Frequently Asked Questions.

orders & shipping:


We Ship To:
We ship within the EU, North America, Australia, Bahrain, Kuwait, New Zealand, Oman, Russia, Switzerland, Turkey, UAE.



Shipping Costs:
All shipping costs to EU countries, including returns, are free – regardless of where you’ve placed your order. Please note, any country outside of the EU is not eligible for free shipping. Exact shipping costs will be displayed at checkout.



Estimated Delivery Time:
Within Germany: 2-3 business days
Within the EU: 3-8 business days
US + Canada: 2-4 business days
Rest of the World: 3-4 weeks



Expedited Shipping:
Unfortunately, we do not offer express shipping yet.



Taxes + Duties:
Non-European Countries
In case of shipments that are made to non-European countries, no VAT is charged. As soon as the articles arrive at the destination, sales tax on imports as well as customs duties and handling costs will be determined by the respective customs office. The recipient will then be invoiced by our courier. By submitting your order and paying and/or delivering the required information, you concede to the import regulations of the respective articles. Please be aware that import regulations vary from country to country.

Please note that customs duties, sales tax on imports, as well as handling costs that were charged to the recipient by our courier, by order of the customs office, cannot be refunded by aeyde GmbH even in the case that the articles should be returned. Usually returned articles can be claimed with the respective customs office and the amount paid refunded.



Change/Cancellation of Order:
Please contact happycustomers@aeyde.com with your order number to see if a change or cancellation of your order is still possible.



Waitlist for Out of Stock Items:
You can sign up for our ‘notify me’ feature that’s available in the size section of the product page. As soon as your favourite style is back in stock, you will immediately be sent a notification e-mail.

Product Care:


Shoes:
All aeyde footwear is handmade in Italy, and made from luxury-grade materials. As leather is a natural material, variations in grain and colour, as well as natural imperfections, may occur. Delicate fabrics like satin and velvet may appear puckered or wrinkled, which is a normal result of the manufacturing process.

In order to protect the colour and quality of the materials, we recommend following the below care instructions:

Store shoes away from direct sunlight. Before initial use, treat your shoes with a protective spray suitable for the respective material. Remove excess moisture with a dry cloth or towel. Dark colours may transfer, so make sure to clean each pair with its own cloth.

— Calf: Clean soft leathers and calfskin with a soft cloth and neutral shoe polish.
— Suede: To remove dust or light stains, brush suede gently in the direction of the grain with a rubber or soft bristle brush.
— Patent: avoid dark or heavily printed materials, as patent leather can absorb ink or pigments quickly. Make sure that patent leather products do not come into contact with alcohol or solvents.
— Satin: Remove heavy dirt with a soft bristle brush, then blot stains with a damp cloth and quickly remove excess moisture with a dry rag to avoid water stains. Creases and imperfections are easily smoothed with a steamer.
— Velvet: Brush velvet with a firm garment brush after every use.



Jewellery:
All aeyde jewellery is handcrafted in Italy and made from the finest materials. Each piece is 18k gold or palladium plated, with a solid brass core. Our jewellery is nickel-free and hypoallergenic. To keep the finish looking pristine, use a soft cloth after each wear and store in a dry place away from sunlight.

To keep your jewellery in perfect condition, we recommend following the below care instructions:

Keep jewellery away from water, perfume, and cosmetics. Avoid showering or sleeping in jewellery. Avoid contact with chemicals and abrasive products. Use a soft, dry cloth to clean your jewellery after each wear. Store each piece separately in the pouches provided to prevent scratches and tarnishing. Keep jewellery in a dry, dark place away from direct sunlight.

Payment:


You can choose to pay using the payment methods below:
— Credit Card (American Express, Visa, Mastercard)
— PayPal
— Klarna*
— Sofort (direct bank payment)

*Please note that aeyde cannot provide details of why you are not be eligible to pay using Klarna. If you have any questions regarding payment, please contact Klarna customer support. https://www.klarna.com/de/



Gift Cards
We offer digital gift cards for €25, €50, €100, €150, €200 or €250. You can find them here.

Returns & Exchanges:


Return Policy:

We have a 30-day, no-questions-asked, return policy. Naturally, we expect you to return your order in the same condition you received them – unworn and unharmed. That way we can make sure that someone else gets to enjoy the pair you’ve returned.



Return Costs:
Returns are free within the EU. If you’re returning from a country outside of the EU, costs of returns will be need to be covered by you.



Returning Orders:
Within the EU
1. Attach the pre-paid return label to the outside of the box and over the original delivery label.
2. Check the appropriate box on the return sheet, indicating the reason for your return, and place the sheet in the box.
3. Drop off the box at any DHL packet station or any store/post office that accepts DHL parcels.

Outside of the EU
Please contact happycustomers@aeyde.com for return instructions.



Lost/Missing Return Label:
E-mail happycustomers@aeyde.com with your order number and the team will provide a new one for you.



Refunds:
A refund will be issued 2-3 days after the package has been received by our warehouse. You will receive an email confirmation of the return once it has been completed. Please note that it may take a few days for the payment provider to process the refund.



Exchanges:
Please note that you are not able to exchange an existing order. You must place a new order and return the items you wish to exchange.



Claims:
If you have received a damaged, defective, or incorrect item, contact happycustomers@aeyde.com with a photo of the damage, or the wrong item you received, as well as your order number.

Sizing & Fit:


In general, the fit of our shoes is slim and elegant and relates to European sizing. Please reference our size guide that you can find below.

  • EUR
  • UK
  • USA
  • MM
  • INCH
  • 36
  • 37
  • 37.5
  • 38
  • 38.5
  • 39
  • 39.5
  • 40
  • 40.5
  • 41
  • 42
  • 43
  • 3
  • 4
  • 4.5
  • 5
  • 5.5
  • 6
  • 6.5
  • 7
  • 7.5
  • 8
  • 9
  • 9.5
  • 6
  • 7
  • 7.5
  • 8
  • 8.5
  • 9
  • 9.5
  • 10
  • 10.5
  • 11
  • 12
  • 12.5
  • 230
  • 238
  • 240
  • 243
  • 247
  • 250
  • 254
  • 258
  • 260
  • 262
  • 270
  • 294
  • 9
  • 9.3
  • 9.4
  • 9.5
  • 9.6
  • 9.8
  • 10
  • 10.1
  • 10.2
  • 10.3
  • 10.6
  • 11.6

Tracking:


Track Your Order:
A tracking link will be sent with your confirmation e-mail. If you did not receive this confirmation e-mail, please contact happycustomers@aeyde.com and we’ll get you sorted.


Missing Order:
Please check the tracking link given in your confirmation e-mail for the whereabouts of your order. If there are any immediate questions regarding the shipping status of your order, please contact the shipping provider. For all other questions, happycustomers@aeyde.com is always happy to help.