How to Return Your Order:

For orders from Germany you need to:

1. Attach the pre-paid return label to the outside of the box, covering the original delivery label.
2. Check the appropriate box on the return sheet, indicating the reason for your return, and place the sheet inside the box.
3. Drop off the package at your local post office or DHL pick-up point.
4. Once we have received your return order and checked the condition of the items, you will receive a refund in 1 to 6 business days to your original payment method.

For international returns:

1. Create the return label with our Returns Portal. You can find your order number in the order confirmation.
2. Print out your return label and stick it on the outside of the box, covering the original delivery label.
3. Schedule a pick up, or you can drop off the box at your local post office or DHL pick-up point.
4. Once we have received your return order and checked the condition of the items, you will receive a refund in 1 to 6 business days to your original payment method.

Please do not use self-postage, as we cannot cover any costs if the package gets lost.

Canadian duties refund process:

If you’ve paid more duties than required, or if you returned the goods you purchased, you can apply for a refund of the duties from the Canada Border Services Agency (CBSA) following the steps below:

1. Gather Required Documentation: You’ll need proof that the duties were paid and, if applicable, that the goods were returned. This might include receipts, invoices, and tracking information.
2. Fill Out the B2G Form: the CBSA provides a form for casual refund requests, called the B2G. You can fill it out with the necessary information about your purchase and the duties paid.
3. Submit the Form: You can submit the form and your documentation by mail. See here for which address is applicable based on your postal code.
4. Wait for Processing: After submission, your request will be processed. This can take some time, depending on the volume of requests.

If you need assistance with this process, consider contacting the CBSA directly. Please note that requests for refunds must be made within one year of the duty payment date.

Our Return Policy:

We have a 30-day return policy. You must return your items in the same condition you received them—unworn and undamaged. To protect the soles when trying on the shoes, we kindly advise standing on a carpeted surface.

Returns that have been worn, damaged, or with the protective layer removed, will not be accepted and may be sent back to you and/or a refund may be refused. Item(s) must be returned from the original shipping country with the original returns slip. Any parcel returned after the prescribed time frame will be refused and returned to the sender. If your return is rejected, you will be notified via email.

Return Shipping:

Please be advised that we provide our customers with return labels. In case self-postage is used, Aeyde cannot be held responsible in the event of loss, theft or damage to the parcel.

Return Costs:

Returns are free within the EU. If you’re returning from a country outside of the EU, you will need to cover the return costs. You can see the return costs in the “Orders & Shipping” table.

Claims:

If you have received a damaged, defective, or incorrect item, please contact customercare@aeyde.com with a photo of the damage, or the wrong item you received, along with your order number.

You can pay using the payment methods below:

• Credit Card (American Express, Visa, Mastercard)
• PayPal
• Klarna*
• Sofort (direct bank payment)
• iDeal
• Bancontact
• Multisafepay

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

Shoes:

All Aeyde footwear is handmade in Italy, and made from luxury-grade materials. As leather is a natural material, variations in grain and color, 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 color 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.

Material-specific instructions:

• 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.
• Snakeskin: Due to the nature of the leather, the fake scales of the skin lift, to replicate the real snake effect and they reveal the underside of the skin. This is normal and not to be considered a leather fault.

Jewelry:

All Aeyde jewelry is handcrafted in Italy and made from the finest materials. Our jewelry 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 jewelry in perfect condition, we recommend following the below care instructions:

• Keep jewelry away from water, perfume, and cosmetics.
• Avoid showering or sleeping in your jewelry.
• 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 jewelry in a dry, dark place away from direct sunlight.

Our shoes come in European sizing. The easiest way to measure your foot is to stand on a sheet of paper, border your foot with a pen and measure the length between your heel and your longest toe. Please reference our size guide below:

Please note: our footwear model on all styles wears a size 37 with a foot width of 9cm. This is the standard by which we size our shoes. If your feet are wider or slimmer than this, it may affect the fit of the shoe, and you may have to select a size smaller or larger than usual.
Feel free to reach out to our customer service team if you have any questions about the fit of a particular footwear style.