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  • Orders & Shipping
  • Returns & Refunds
  • Payment
  • Product Care
  • Sizing & Fit
  • FAQs

Orders & Shipping

Sale Delivery:

Due to increased orders during peak periods, there may be delays with the processing and shipping of your purchase(s).

Amending your order:

Please contact customercare@aeyde.com with your order number to see if a change or cancellation of your order is 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 favorite style is back in stock, you will be sent an email notification.

Duties and Taxes:

We offer free worldwide shipping including duties and taxes* at no extra charge.

Please refer to the table below for shipping estimates. Note that our team needs up to two business day to prepare your order in addition to the shipping time. Shipping time starts from the moment your package leaves our warehouse.

Shipping Estimates

Returns & Refunds

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.

Payment

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.

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 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.

    Sizing & Fit

    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:

    • 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

    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.

    Orders

    • Can I exchange my product?

      We don't currently offer automatic exchanges. To exchange an item, we would kindly ask you to return it and place a new order. If you require any assistance, please do not hesitate to contact customercare@aeyde.com.

    • Can I cancel my order after it's been placed?

      Once your order has been placed, our warehouse begins processing it immediately. To cancel your order, please let us know as soon as possible so we can try to reverse the process.

    • I received a faulty item in my order. What should I do?

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

    • I’ve only received one part of my order. What should I do?

      If you’ve placed an order for multiple items, occasionally they will not all fit in one box, meaning they could arrive at slightly different times. If you do not receive the rest of your order after 1-2 business days, please contact DHL customer service.

    • Do you offer discount codes?

      We offer different promotions throughout the year. To stay updated, we recommend you sign up for our newsletter.

    Returns & Refunds

    • My return was received by your warehouse. When can I expect to receive my refund?

      We will issue your refund after your return has been registered by our warehouse. It may take 1 to 6 business days to issue refunds. It can take approximately 7 business days for the funds to show in your account.

    • What is your 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.

    • Can I return a sale item?

      If the sale item you received is not quite right, you can return your order.

    • Can I return socks?

      We do not accept returns for socks.

    Shipping

    • Can I change my shipping address?

      Unfortunately, once your order has been placed, our warehouse begins processing it immediately. If you need to change your shipping address, please contact customercare@aeyde.com as soon as possible and we will try our best to change the address. However, once your order leaves our warehouse, it is no longer possible to change the delivery address.

    • It says my package was delivered but I can't find it?

      We aim to provide excellent delivery service, however, the courier may not leave a note or they may drop off your package with a neighbor. In this situation, we would kindly ask you to contact DHL for further assistance.

    • How can I track my order?

      A tracking link will be sent as part of your confirmation email. If you did not receive the confirmation email, please contact customercare@aeyde.com.

    • Which delivery company do you use?

      All our orders are delivered by a DHL courier.

    Technical Issues

    • I received a notification that a product was available, but it was still out of stock on the website. Why is that?

      We are working hard on improving our product availability. Sometimes, when an item has low stock and multiple customers are waiting for it, it sells out immediately. We send the availability email to all of our customers that signed up for the waitlist.

    • I haven’t received my order confirmation email. Is my order valid?

      Please make sure that your confirmation email is not in your spam folder. If you haven’t received an order confirmation email within an hour, please contact customercare@aeyde.com.

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