Refund Policy – Aldoshoer

At Aldoshoer, we know your shoes and bags are meant to fit seamlessly into your life—whether it’s a pair of leather oxfords that keep you comfortable through work meetings, a backpack that holds all your travel essentials, or a crossbody that stays secure during errands. If your Aldoshoer item doesn’t meet this standard—too tight, not functional enough, or simply not right for your needs—we’re committed to making the refund process fair, straightforward, and focused on getting you back to finding pieces that work for you. This policy outlines our rules for refunds, eligibility, and step-by-step guidance to resolve issues quickly.

1. Refund Eligibility

To qualify for a refund, your request must align with the unique needs of footwear and bags—where fit, durability, and functionality are non-negotiable. Below are our clear criteria:

Timeline: You must submit your refund request within 60 days of delivery (confirmed by the shipping carrier’s tracking information). This extended window gives you time to test the item in real-world use: wear shoes indoors to check fit (without scuffing soles), pack a bag to verify capacity, or test features like zippers and shoe support—so you can be sure it works for your lifestyle.
Product Condition:
Unused/Unaltered Footwear: Must be in original packaging with all tags, shoe inserts (e.g., foam supports, dust bags), and laces (if applicable) attached. Soles must be free of scuffs, dirt, or wear (we recommend wearing socks during indoor testing to avoid marks), and leather/fabric must show no damage (e.g., creases from over-wearing, stains from spills). For boots or sneakers with adjustable features (e.g., Velcro straps, laces), these must remain unaltered.
Unused/Unaltered Bags: Must be in original packaging with all tags, dust bags, and accessories (e.g., extra straps, keychains, customization add-ons like laptop sleeves) attached. The bag must show no signs of use: no stretched-out straps, no scratches on hardware (zips, buckles, clasps), no pen/makeup marks on interior lining, and no modifications (e.g., adding patches, trimming strap length).
Lightly Tested Items: Eligible only if you tested the item briefly (e.g., wore shoes once indoors for 30 minutes, used a bag once to carry a phone and wallet) and it shows no visible wear. Items used outdoors, worn for extended periods (e.g., a full workday in dress shoes), or cleaned with non-recommended products (e.g., harsh chemicals on leather) are not eligible—unless they have a manufacturing defect.
Proof of Purchase: You must provide a valid proof of purchase, such as your order number (found in the order confirmation email), receipt, or packing slip. Refunds are only processed for orders placed directly through Aldoshoer.com—purchases from third-party retailers (e.g., department stores, marketplaces) must be returned to the original seller.
Exceptions: The following items are non-refundable unless they arrive defective or damaged:
Final sale items (clearly marked “Final Sale” on the product page, including clearance shoes, limited-edition bags, and discontinued styles).
Customized items (e.g., engraved bag straps, monogrammed shoe inserts, made-to-order wide-width boots)—these are tailored to your specific request and cannot be resold.
Items damaged due to misuse (e.g., wearing suede shoes in heavy rain, overstuffing a tote beyond its weight capacity, using backpacks for heavy hiking when designed for daily commutes).

2. How to Request a Refund

We’ve streamlined the refund process to avoid delays—especially if you need to reorder a better-fitting shoe size or more functional bag. Follow these steps:

Initiate Contact: Email our customer service team at [email protected]. Include the following details to speed up processing:

Full name and email address linked to your order.
Order number (critical for locating your purchase quickly).
Item name(s) and details (e.g., “Men’s Leather Oxfords – Black, Size 10,” “Women’s Canvas Tote – Natural, Medium,” “Custom Engraved Crossbody – Brown”).
Reason for refund (e.g., “Shoes too narrow for wide feet,” “Bag zipper gets stuck when closing,” “Sneaker insole lacks arch support,” “Arrived with a scratch on the bag’s buckle”).
Supporting Evidence: For lightly tested or defective items, attach 1-2 clear photos of the issue (e.g., a close-up of scuffed shoe soles, a video of a stuck bag zipper, a side-by-side comparison of the item vs. the website description). For footwear fit issues, you can also share foot measurements (if used our Shoe Fit Tool) to help us verify sizing discrepancies.

Receive Approval & Instructions: Our team will review your request within 24 hours. If approved:

We’ll send a prepaid return shipping label (for U.S. orders) and a return address. For delicate items, we’ll include product-specific packing tips:
Footwear: Pack in the original shoe box (reinforced with tape if damaged) and include all inserts to maintain shape. Wrap leather/suede shoes in tissue paper to prevent scuffing; stuff boots with crumpled paper to avoid creasing.
Bags: Use the original dust bag (if provided) and stuff the bag with tissue paper or bubble wrap to preserve its structure—never fold straps or press hardware (e.g., buckles, zippers) against the bag’s surface.
For customized or defective items: We may waive the return requirement (to save you time) if photos confirm the issue (e.g., a misspelled engraving on a bag strap, a detached shoe sole). Instead, we’ll ask you to confirm the item is no longer in use and process the refund once confirmed.

Ship the Item (If Required):

Seal the package securely and attach the prepaid label. Drop it off at the designated carrier (e.g., USPS, UPS) within 7 days of receiving the label—delays beyond this may result in your request being canceled.
Keep the return tracking number for your records—this lets you monitor when we receive the package and ensures accountability if the item is lost or damaged during return transit.

Process Your Refund:

For returned unworn/lightly tested items: Once we receive and inspect the item (usually 3-5 business days after delivery to our warehouse), we’ll confirm it meets our condition requirements and initiate the refund.
For defective or waived-return items: We’ll process the refund within 24 hours of verifying your photos and details—so you can reorder a better-fitting size or style quickly.

3. Refunds for Defective or Damaged Items

If your Aldoshoer item arrives with a manufacturing defect (e.g., broken bag zippers, detached shoe soles, torn fabric, faulty hardware like bag buckles or shoe laces) or is damaged during shipping (e.g., a crushed shoe box, a snagged bag strap), we’ll resolve the issue immediately with no extra steps:

Report the Issue: Email [email protected] within 48 hours of delivery—include photos of the defect/damage (e.g., a video of a shoe sole peeling off, a photo of a tear in a bag’s lining, a close-up of a bent bag buckle) and your order number. For shipping damage, also include photos of the outer packaging (e.g., a ripped shipping box, a dented shoe container) to help us file a claim with the carrier.
Choose Your Resolution: We’ll offer three options to fit your needs:

Full Refund: Processed to your original payment method (see Section 4 for timelines) with no need to return the defective/damaged item—we’ll ask you to discard it safely (or donate it if the damage is minor) to avoid reuse.
Free Replacement: Shipped to you at no cost—we’ll prioritize shipping if you need the item for a specific occasion (e.g., “We’ll send the replacement wedding shoes via expedited shipping to arrive before your event”).
Store Credit: Receive 10% extra credit (e.g., a \(90 refund becomes \)99 in store credit) to use on your next Aldoshoer purchase—ideal if you love the style and want to try a different size or color (e.g., “The black tote had a defective zipper—try our brown model, which has the same capacity”).

Stay Updated: We’ll send you email alerts at every stage (e.g., “Your refund has been initiated,” “Your replacement sneakers have shipped”) so you’re never left wondering about progress. For limited-edition or customized items that are out of stock, we’ll automatically offer a full refund or store credit—whichever you prefer.

4. Refund Timelines & Details

We aim to process refunds as quickly as possible, but timelines vary slightly based on your payment method:

Processing Time: Refunds are initiated within 1-3 business days of approval (e.g., after we receive your returned item or verify a defect).
Account Credit Time:
Credit/debit cards: 5-7 business days (processing times depend on your bank—some may post the refund sooner, while others take the full window. For international cards, this may extend to 10 business days due to cross-border processing).
PayPal: 2-3 business days (funds usually appear in your PayPal balance or linked bank account within this period).
Gift cards: 1-2 business days (refunds are credited to the original gift card or a new one if the original is lost—we’ll send the new gift card code via email).
Store credit: Instantly applied to your Aldoshoer account once the refund is initiated—you’ll receive an email with your credit balance and a link to use it at checkout.
Refund Amount:
Full refunds: Issued for unworn/lightly tested items, defective items, or damaged-in-transit items—you’ll receive the full purchase price (in USD), including any applicable taxes.
Partial refunds: Applied to items that don’t meet our full condition requirements (e.g., a shoe with a missing tag but no other signs of use, a bag with minor interior staining from a forgotten lip balm). We’ll deduct a 15% restocking fee and notify you of the partial amount before processing.
Exclusions: We do not refund shipping costs (unless the item arrived defective or was sent in error) or customs duties/taxes (these are charged by your local government and must be claimed directly from them). If you used a coupon or discount code for your purchase, the refund will reflect the discounted amount you paid (not the original retail price).

5. Refund Denials & Appeals

In rare cases, we may deny a refund (e.g., the item is heavily worn, the defect was caused by misuse, the request is outside the 60-day window). If your request is denied:

We’ll send you an email explaining the reason for denial (e.g., “The shoe soles show significant scuffing from outdoor use, which exceeds our ‘lightly tested’ policy,” “The bag strap tear appears to be from overloading, which is considered user damage”).
You can appeal the decision by providing additional information (e.g., a photo of the care tag proving you followed cleaning instructions for leather shoes, new evidence that the defect was present at delivery, or a receipt from a professional cobbler/bag repair service confirming the issue is manufacturing-related). Email the appeal to [email protected] within 7 days of receiving the denial—our customer service manager will review it within 24 hours and notify you of the final decision.

6. Contact Us for Refund Help

If you have questions about our refund policy, need help submitting a request, or want to check the status of an ongoing refund, contact our customer service team at [email protected]. We’ll respond within 24-48 business hours and provide personalized assistance—whether it’s clarifying eligibility for a pair of wide-width boots, resending a return label for a canvas tote, or following up with your bank about a delayed refund.

At Aldoshoer, we believe refunds should be a last resort—but when you need one, we’ll handle it with the same care we put into crafting your shoes and bags. Our goal is to ensure you have pieces that fit your feet, your lifestyle, and your style—even if that means adjusting your purchase. Thank you for trusting us with your footwear and bag needs.