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Frequently Asked Questions:

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.

My return was delivered back to your warehouse. When can I expect to receive my refund?

We will issue your refund after your return has been registered in our warehouse. It may take up to 3 business days to issue refunds. It can take approximately 7 business days for the funds to show in your account.

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 neighbour. In this situation, we would kindly ask you to contact DHL for further assistance.

Can I use self-postage to return my order?

We kindly ask you to not use self-postage. In case a package gets lost, we cannot cover any costs. We provide return postage from all the countries. To check the return fees, please see our Orders & Shipping section.

Do Aeyde shoes fit a wider foot?

Fit is dependant on each style. To see the exact measurements of our shoes, please see our Sizing & Fit table.

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

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

Do you offer discount codes?

We offer different promotions throughout the year. To stay updated, we recommend you to sign up for our newsletter. Upon signing up, you will also receive a 10% welcome discount that can be used towards any full priced products.

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

If you’ve placed an order for multiple items, ocassionally 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 days, please contact DHL customer service.

Can I change my shipping address?

Unfortunately, once your order is placed, our warehouse begins processing it mmediately. 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. 

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.


Orders & Shipping:

We ship worldwide with express shipping and include duties and taxes* at no extra charge.


Please refer to the table below for shipping estimates.

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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 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 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. Each piece is 18k gold or palladium plated, with a solid brass core. 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.

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 be eligible to pay using Klarna. If you have any questions regarding payment, please contact Klarna customer support via www.klarna.com/de.

Returns & Exchanges:

Return Policy:

We have a 30-day, no-questions-asked, return policy. You must return your order in the same condition you received them—unworn and unharmed.


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.


Returning Orders:


For orders from Germany, France, Belgium and the Netherlands, 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.


For orders from all other countries:


1. To create the return label please follow the link: web.global-e.com/returns/portal/mZG9. 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.

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

Lost/Missing Return Label:


E-mail customercare@aeyde.co 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 make an exchange on 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 customercare@aeyde.com with a photo of the damage, or the wrong item you received, as well as your order number.

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.

Tracking:

Track Your Order:


A tracking link will be sent with your confirmation email. If you did not receive this confirmation email, please contact customercare@aeyde.com and we will be happy to help.

Berlin orders:

For Berlin delivery, we use a service called Liefergrün. They do not provide a tracking number. Deliveries are usually made on the same day, or the day after making the order. If your order has not arrived by the next day, please contact customercare@aeyde.com.

For all other destinations: 


A tracking link will be sent with your confirmation email. If you do not receive this confirmation email, please contact customercare@aeyde.com and we can assist.

Missing Order:


Please check the tracking link given in your confirmation email to track your order. If there are any immediate questions regarding the shipping status of your order, please contact the shipping provider. For all other questions, contact customercare@aeyde.com.