Client Services

To check the status of your order, please log into your account here.

If you have not registered for an account, you can do so here using the email address associated with your most recent order.

Can I cancel my order?
If your order is processing, you can cancel it online before it ships. To ensure all orders are processed in a timely manner, the window to cancel is approximately one hour.

To cancel your order, follow the below steps:  

1. First, log into your account here. If you do not have an account, you can still access your order by creating an account with the email address associated with your order. 
2. Within the Order History section, find the corresponding order number and select “View or Manage.”
3. Scroll to the “Support” section on the order details page and select the “Cancel” option. If the cancelation option is unavailable, please contact our Client Services team for further support.
4. Then select “Confirm Cancelation” to submit the cancelation.
5. If your cancelation is successful, you will receive a confirmation email shortly after. Please note that your payment method may reflect a pending charge; funds will become available once your bank releases the hold.

Please note that if your order is outside of the cancelation window, the standard shipping and return policy will apply. U.S. customers can begin their return process here. International customers can begin the return process here.

Can I change or modify my order?
If your order is processing, you can change the shipping destination before it ships.
To change your shipping address, follow the below steps:

1. First, log into your account here. If you do not have an account, you can still access your order by creating an account with the email address associated with your order. 
2. Within the Order History section, find the corresponding order number and select “View or Manage.”
3. Scroll to the “Shipping Address” section on the order details page and select the “Change Address” option.
4. Enter your new address details and select "Confirm Updated Address."
5. Once completed, your new address will be updated. Due to tax regulations, changes to shipping address must be within the same state. 

At this time, we are unable to accommodate product changes on an order; if you selected the incorrect product, please reference the cancelation guide above.

What should I do if I haven't received an order confirmation?
If you are unable to locate your order confirmation, please check your spam or junk mail. If you still are unable to locate the email, please contact Client Services.

What payment methods do you accept?
We accept all major credit cards (Visa, Amex, Mastercard, Discover) and PayPal. During a high volume release certain payment methods may be unavailable for security reasons.

My payment won’t process. What should I do?
If you have payment issues during checkout, we suggest contacting your bank or card issuer for assistance.

Once your order ships, you will receive a confirmation email with corresponding tracking information. The tracking number and progress can be found within the order details in your account, or on the carrier’s website.

Our standard order processing time is up to seven business days. During peak periods, please allow additional processing time. Delays may result from payment authorizations, product availability, or customs processing, which could lead to longer delivery times. We appreciate your patience during these busy periods.

Exceptions to this timeframe may include:
• Made-to-order products, including jewelry. These products are made specifically for the customer after an order is placed. Estimated delivery timelines are indicated on the respective product page.
• Products with extended delivery timelines. Estimated delivery timeframe will be indicated on the respective product page, during checkout, and in the order confirmation email.

Domestic Shipping Policy:
All domestic orders will deliver via UPS ground within 5-7 business day. Free shipping is applicable in the contiguous United States for orders exceeding $250 USD.

International Shipping Policy:
All international orders will deliver via DHL Express within 4-6 business days. Free shipping is eligible based on total spend and location.

Customers now have the option to pre-pay for potential duties and taxes during checkout. Please note that import duties and taxes vary by country. If Duties and Taxes were not paid when you placed your order, either because you elected so or because pre-payment is not available in the delivery destination (or for any other reason): (a) you are advised that the amount of Duties and Taxes displayed under the pre-payment option on the checkout is only an estimation and may not reflect the amount of Duties and Taxes actually charged to you by the broker, carrier or the relevant authority, which such amount might be higher than the estimation; and (b) you will be fully responsible for paying all applicable Duties and Taxes directly to the relevant authority as determined and assessed by such authorities. Global-e and the Brand will have no responsibility or liability in connection with the foregoing. Moreover, if you fail to pay any Duties and Taxes without reasonable reason, causing the liability to fall on us, the carrier or any third party (including the Brand), the amount of such Duties and Taxes may be deducted from any refund or other amounts you may claim.

What if my order is lost?
If your tracking information confirms delivery and you have not received your order, we suggest waiting 48 hours. If you still have not received your order after this window has passed, please reach out to Client Services.

What if my order has been returned to the sender?
If your package has been returned to our warehouse, please contact us for further assistance.

Aimé Leon Dore aims to ensure its customers' full satisfaction. If you are not completely satisfied with your purchase, you may return your item(s) for store credit.

Domestic Return Policy:
U.S. customers can begin the return process here.

• In the Returns Portal, please enter your order ID, the unique 7 digit series, followed by the email used to complete this order.
• Once the return form is submitted, a prepaid UPS return label will be generated.
• Place all items you wish to return in their original packaging, including any hangtags, and send using the attached prepaid UPS return label. The item(s) must be in original condition with the original packaging and all tags attached. Items not returned in their original condition may not be accepted.
• We will notify you as soon as your item is received and processed. Once item(s) are received and inspected, store credit will be issued for returned items.
• Exchange items are not reserved until your return package is scanned by UPS. We advise shipping your return package promptly in order to reserve your items. We are not responsible for any loss or damage during return shipment.

International Return Policy:
International customers can start the return process here.

• In the Returns Portal, please enter your order ID, the unique 14-character identifier starting with GE, followed by the email used to complete this order.
• Once the return form is submitted, a prepaid DHL return label will be generated.
• Place all items you wish to return in their original packaging, including any hangtags, and send using the attached prepaid DHL return label. The item(s) must be in original condition with the original packaging and all tags attached. Items not returned in their original condition may not be accepted.
• We will notify you as soon as your item is received and processed. Once item(s) are received and inspected, store credit will be issued for returned items. If an exchange is being made, the customer will be required to purchase the desired item using the store credit issued, as we currently do not offer exchanges for international orders.
• We are not responsible for any loss or damage during return shipment. If you decide to place a new order, the cost of shipping will not be included and will have to be paid again.

Please note:
• Items purchased during seasonal sales cannot be returned or exchanged.
• Items marked as Final Sale cannot be returned or exchanged.
• Items purchased online are not returnable in-store.
• In-store purchases are only refundable in-store.
• Customers will not be refunded for initial shipping costs.
• Store credit for the webshop will be given for the retail price of item(s) purchased.

If you received an incorrect or damaged item, please reach out to Client Services.

When can I expect my return to be processed?
Once your return is delivered, please allow 5-7 business days for your return to be processed. You will receive an email confirmation once your return has been processed. Should there be no further update after 10 business days, please contact us for further assistance.

Are item(s) reserved once I request my exchange?
Exchange items are not reserved until your return package is scanned by the courier. We advise shipping your return package promptly in order to reserve your exchange item(s). Once your return package is scanned, your exchange order will be processed and dispatched following our standard shipping timeframe. 

Product Care:
To find the care instructions for a product check the item description tab. For questions about a specific product please contact Client Services.

Repair Services:
If you are experiencing issues with your product please contact us and provide detailed images of the issue at hand.

Will sold out items be restocked?
All restocks are available on a first come first serve basis. Please note product restocks are not guaranteed and are dependent on product availability.

To receive a notification for a restock please visit the product page and clicking the color-way, product, and size that you're interested in. Then select the "Notify Me" button to receive an email if the item does restock.

Can I check product availability in the shop?
Please contact us with the specific product, color-way and size to check in-store inventory. Due to system limitations, we are unable to hold inventory. All products in-store and online are sold on a first come, first serve basis; as such, inventory is not guaranteed.

The Masaryk Gym initiative, established in 2022, aims to create opportunities for local talent and foster a sense of community through basketball in the LES community.

Return Policy:
Notwithstanding the foregoing, the following terms shall apply to any purchases and sales made at the Aimé Leon Dore store located at the Masaryk Community Gym, 69 Columbia St, New York, NY, 10002 ("ALD Masaryk"):

• All sales final. All purchases and sales made at ALD Masaryk shall be final and not subject to returns, either for a refund (whether via online or otherwise) or store credit in any Aimé Leon Dore location.

• Payment methods: No cash policy. ALD Masaryk shall only accept payments via credit/debit cards, digital payments (e.g. Apple Pay) and shall not accept cash payments for products or membership services, if any, at this location.

• Gift cards and store credits: Gift cards purchased online or at another Aimé Leon Dore retail location shall not be accepted at ALD Masaryk. In addition, ALD Masaryk shall not redeem any store credit earned at another Aimé Leon Dore location or credit earned via online sales.

860v2 Reservations:
All 860v2 reservations are expected to ship between February & March 2024.

Please note reservations are final sale and are not eligible for return.

Can I change the shipping address for my 860v2 reservation?
Customers have the ability to change their shipping address on any reservation. Due to tax regulations, changes to shipping address must be within the same state.

To change your shipping address follow the below instructions:
1. Log into your account here. If you do not have an account, you can still access your order by creating an account with the email address associated with your order. 

2. Within the Reservation History section, find the corresponding order number and select “View or Manage.”

3. Scroll to the “Shipping Address” section on the order details page and select the “Change Address” option.

4. Enter your new address details and select "Confirm Updated Address."

5. Once completed, your new address will be updated. Due to tax regulations, changes to shipping address must be within the same state. 

When will I receive my ALD / New Balance 860v2 reservation?
Following the placement of your reservation, Aimé Leon Dore will provide updates on the status of your reservation via email. You can always check the status of your reservation by logging into your ALD account. 

All reservations are expected to ship between February & March 2024.

Your reserved item(s) will ship directly to you upon arrival at our facility. Please note that we rely on manufacturer estimates and that this date is subject to change. 

You'll receive a shipping confirmation email with tracking once your order ships. To track your order status, log into your account. 

Can I cancel or change my ALD / New Balance 860v2 reservation?

Advanced reservations are limited in quantity and cannot be changed.

Reservation Terms and Conditions:
These Reservation Terms and Conditions (“Terms”) govern the placing of reservations ("Reservations") with Aimé Leon Dore, Inc., located at 224 Mulberry St. New York, NY 10012, (“we”, “us”, or “Aimé”) for apparel or other items you purchase from us ("Products"). Please read these Terms carefully before submitting your Reservation of any Aimé Products. By submitting your Reservation, you agree to be legally bound by these Terms.

1. Reservation
When placing a Reservation for Aimé Products, you will be required to provide certain information, such as your address and billing information. You represent and warrant that all such information is accurate, and you shall ensure that such information is kept current. Aimé shall have no responsibility or liability for inaccurate information or information that later becomes outdated, and shall have no obligation to make efforts to determine the correct contact or shipping information. No cancelations or modifications can be made.

2. Payment & Final Sale
You will be charged the full Price of the Products at the time of placing the Reservation. If Aimé is unable to commence shipping the Products on or before the one-year anniversary of your placing the Reservation, Aimé shall process a full refund to you. Your placing of a Reservation constitutes your express agreement to Aimé of charging the full Price of the Products at such time and your agreement that this Reservation is a final sale for which refunds will not be offered, other than as expressly set forth in these Terms.

3. Delivery Schedule
Although we will make efforts to begin delivering Products as soon as they are available to ship, you understand and agree that there may be delays. Any estimated times of delivery (ETD) or Reservation numbers are only estimates, are subject to change, and Aimé does not represent or warrant that it will be able to ship the Product by the estimated date or in any order implied by a Reservation number. As a result, in the event that a delay arises and the estimated shipment and/or release of the product is not met, you hereby consent to any such delay and agree that Aimé is not responsible for any damages that may occur due to the delay, nor shall it be obligated, except as set forth in these Terms, to provide any discounts, refunds or credits due to any such delays.

4. Cancelation
You understand that Aimé may decline to fulfill your Reservation or cancel your purchase for any reason. If Aimé cancels your purchase for any reason you will receive a full refund of the purchase Price without interest (and you will not pay any processing fee), and you understand that you will not be entitled to anything else.

5. Limitation of Liability
Under no circumstances will Aimé be held liable for any incidental, special or consequential damages arising out of or related to this agreement. In the event Aimé is held liable for any damages arising out of or related to this agreement, your sole and exclusive remedy will be the full refund of your purchase price without interest.

6. Age and Residency
You acknowledge that you are at least 18 years old.

7. Customer Information
We will use any information that we may collect about you only in accordance with our privacy policy.

8. Disclaimer
Aimé disclaims any warranties, express or implied, with respect to the prototype product displayed by Aimé, whether before or after you have placed the Reservation, and the final product, which is offered “as is”. You understand and agree that the product, its design and technical features are currently under development and that the product that may be available for purchase by you may be materially different from the prototype product.

9. Changes to the Terms
Aimé reserves the right to change any of the terms for any or no reason. We will provide notice of any material changes.

10. Miscellaneous Provisions
These Terms constitute the entire agreement between the parties pertaining to its subject matter and it supersedes all prior agreements, representations and understandings of the parties. This Agreement shall be governed by and shall be construed in accordance with the laws of the State of New York. The venue for any actions relating to the subject matter or enforcement of this Agreement shall be in New York, NY, the place where this Agreement was entered and is to be performed. You may not assign this Agreement or any of the rights granted to you hereunder.

Draw Submission Policy:
All draw orders are final sale. As stated on the product page, after submission, no changes can be made.

To cancel your entry by following the below instructions:

1. First, log into your account here. If you do not have an account, you can still access your order by creating an account with the email address associated with your order. 
2. Within the Order History section, find the corresponding draw order number and select “View or Manage”.
3. Scroll down to the “Support” section on the order details page and select the “Cancel” option. If the cancelation option is not available, please contact our Client Services team for further support.
4. Then select “Confirm Cancelation” to submit the cancelation.
5. If your cancelation is successful, you will receive a confirmation email shortly after. Please note that your payment method may reflect a pending charge; funds will become available once your bank releases the hold.

No returns or exchanges will be accepted.

Draw Payment Policy:
Following your draw entry a temporary authorization hold will be placed on your payment method.
This pending charge is not confirmation you've won.

Those who submit entries will be notified of draw results via email within two business days of the raffle closing. If your entry was not selected as a winner, funds will become available once your bank releases the hold; this typically occurs within 7-14 business days. If your entry is selected, payment will be captured at that time. 

Effective Date: 09/13/2021

Welcome to Aimé Leon Dore. These Terms of Service set forth the terms and conditions that apply to your access and use of our websites www.aimeleondore.com and eu.aimeleondore.com (the “Websites”), any mobile applications we may develop in the future (each, an “App”), and your engagement with our services (collectively, the “Services”). Please review the following terms carefully. If you do not agree to these terms, you may not access or use the Services. 

The terms “Aimé Leon Dore” or “us” or “we” or “our” refer to AIMÉ LEON DORE INC., the owner of the Services. The terms “you” or “your” refer to the user or viewer of the Services.

Acceptance 

You agree to the terms and conditions set forth in these Terms of Service (the “Terms of Service”). These Terms of Services are the only agreement between us and you and supersede all prior or contemporaneous agreements, representations, warranties and understandings with respect to the Services, the content, products or services provided by or through the Services, and the subject matter of these Terms of Service. You must be at least the age of legal majority where you live (which is currently 18 years old in most states) to use our Services, or you must have the permission of your parent or guardian who must agree to these terms on your behalf. 

Modifications

These Terms of Service may be amended at any time by us without specific notice to you. The latest Terms of Service will be posted on the Services, and you should review the Terms of Service prior to using the Services, so you are aware of any changes. Your continued use of the Services following the posting of revised Terms of Service means that you accept and agree to the changes.

Privacy

The Privacy Policy is incorporated by reference into these Terms of Service, and your agreement to be bound by these Terms of Service means you are also bound by the Privacy Policy.

Shipping and Return Policies

Our Shipping Policy and Return Policy are incorporated by reference into these Terms of Service, and your agreement to be bound by these Terms of Service means you are also bound by these policies.

Cancelation and Order Modification Policies

Our Cancelation Policy and Order Modification Policy are incorporated by reference into these Terms of Service, and your agreement to be bound by these Terms of Service means you are also bound by these policies.

Use of Services

Certain sections of, or offerings from, the Services may require you to register. If registration is requested, you agree to provide us with accurate, complete registration information. We do not permit (a) any other person using the registered sections under your name; or (b) access through a single name being made available to multiple users on a network. You are responsible for preventing such unauthorized use.

We reserve the right to close, suspend, or limit access to your account and/or the Services in the event that, in our sole discretion, (a) we are unable to obtain or verify identity or eligibility; (b) the security of your account has been compromised; or (c) your account has been used in, or seems to have been used in, a nefarious manner.

Copyright

The content, organization, graphics, design, compilation, magnetic translation, digital conversion and other matters related to the Services are protected under applicable copyrights, trademarks and other proprietary (including but not limited to intellectual property) rights. The copying, redistribution, use or publication by you of any such matters or any part of the Services, except as allowed by these Terms of Service below, is strictly prohibited. You do not acquire ownership rights to any content or other materials viewed through the Services. The postings of information or materials on the Services does not constitute a waiver of any right in such information and materials. Some of the content on the Services is the copyrighted work of third parties.

Trademarks 

Aimé Leon Dore’s name, logo, and all related names, logos, product and service names, designs, and slogans are trademarks of Aimé Leon Dore or its affiliates or licensors. You must not use, copy, reproduce, republish, upload, post, transmit, distribute, or modify such marks without the prior written permission of Aimé Leon Dore. All other names, logos, product and service names, designs, and slogans on the Websites and App are the trademarks of their respective owners.

Limited License; Permitted Use

You are granted a non-exclusive, non-transferable, revocable license to access and use the Services strictly in accordance with these Terms of Service. All other rights are reserved. 

Restrictions and Prohibitions on Use

Your license for access and use of the Services and any information, products, services and materials they contain (collectively defined as “Content”) therein are subject to the following restrictions and prohibitions on use:  you may not (a) copy, republish, display, distribute, transmit, sell, rent, lease, loan or otherwise make available in any form or by any means all or any portion of the Services or any Content retrieved therefrom; (b) create compilations or derivative works of any Content from the Services; (c) use any Content from the Services in any manner that may infringe any copyright, intellectual property right, proprietary right, or property right of us or any third parties; (d) remove, change or obscure any copyright notice or other proprietary notice or terms of use contained in the Services; (e) make any portion of the Services available through any timesharing system, service bureau, the Internet or any other technology now existing or developed in the future; (f) remove, decompile, disassemble or reverse engineer any software in the Services or use any network monitoring or discovery software to determine the Services architecture; (g) use any automatic or manual process to harvest information from the Services; (h) use the Services for the purpose of gathering information for or transmitting (1) unsolicited commercial email; (2) email that makes use of headers, invalid or non-existent domain names, or other means of deceptive addressing; and (3) unsolicited telephone calls or facsimile transmissions or telephone solicitations; (i) use the Services in a manner that violates any state or federal law; (j) export or re-export the Services or any portion thereof, or any software available on or through the Services, in violation of the export control laws or regulations of the United States; and (k) use the Services in any way except as permitted by these Terms of Service.

Errors, Corrections and Changes

We do not represent or warrant that the Services will be error-free, free of viruses or other harmful components, or that defects will be corrected. We do not represent or warrant that the information available on or through the Services will be correct, accurate, timely or otherwise reliable or appropriate for your use. We may make changes to the features, functionality or content of the Services at any time. We reserve the right in our sole discretion to edit or delete any information or Content appearing on the Services.

Third-Party Content

Third-party content may appear on the Services or may be accessible via links from the Services. We are not responsible for and assume no liability for any mistakes, misstatements of law, defamation, omissions, falsehood, obscenity, pornography or profanity in the statements, opinions, representations or any other form of content on the Services. You understand that the information and opinions in the third-party content represent solely the thoughts of the author and are neither endorsed by nor do they necessarily reflect our belief.

Unlawful Activity

We reserve the right to investigate complaints or reported violations of these Terms of Service and to take any action we deem appropriate, including but not limited to reporting any suspected unlawful activity to law enforcement officials, regulators, or other third parties and disclosing any information necessary or appropriate to such persons or entities relating to your profile, email addresses, usage history, posted materials, IP addresses and traffic information.

Nontransferable

Your right to use the Services is not transferable or assignable. Any password or right given to you to obtain information is not transferable or assignable.

Indemnification

You agree to indemnify, defend and hold us and our partners, agents, officers, directors, employees, subcontractors, successors, assigns, third party suppliers or information and documents, attorneys, advertisers, products and service providers, and affiliates (collectively, “Affiliated Parties”) harmless from any liability, loss, claim and expense, including reasonable attorney’s fees, related to your violation of these Terms of Service or use of the Services.

Limitation of Liability

We and any Affiliated Party are not liable for any indirect, special, incidental, punitive, or consequential damages (including damages for loss of business, loss of profits, litigation, or the like), whether based on breach of contract, breach of warranty, tort (including negligence), product liability, or otherwise, even if advised of the possibility of such damages. 

The aggregate liability of us and any Affiliated Party in connection with any claim arising out of or relating to the Services and/or the Content provided herein or hereby shall not exceed $100 and that amount shall be in lieu of all other remedies which you may have against us and any Affiliated Party.

The negation and limitation of damages set forth above are fundamental elements of the basis of the bargain between us and you. The Services and the Content presented would not be provided without such limitations. 

Use of Information

We reserve the right, and you authorize us, to use and share, in any manner consistent with our Privacy Policy, all information regarding your use of the Services.  All remarks, suggestions, ideas, graphics, or other information communicated by you to us (collectively, a “Submission”) will forever be our property. We will not be required to treat any Submission as confidential and will not be liable for the use of any ideas provided by you (including without limitation, product, service or advertising ideas). We will not incur any liability as a result of any similarities that may appear in our future products, services, or operations. Without limitation, we will have exclusive ownership of all present and future existing rights to the Submission of every kind and nature. We will be entitled to use the Submission for any commercial or other purpose whatsoever, without compensation to you or any other person sending the Submission. You acknowledge that you are responsible for whatever material you submit, and you, not us, have full responsibility for the message, including its legality, reliability, appropriateness, originality, and copyright.

Copyright Complaints

We respect the intellectual property of others, and we ask you to do the same. It is not our intent to infringe on anyone’s intellectual property rights, and we will respond to allegations of copyright infringement in accordance with the Digital Millennium Copyright Act (17 U.S.C. § 512) (“DMCA”). If you believe that your work has been copied in a way that constitutes copyright infringement, please provide us with a written notice (“DMCA Notice”) with the following information:
• An electronic or physical signature of the person authorized to act on behalf of the owner of the copyright interest;
• A description of the copyright work that you claim has been infringed;
• A description of where the infringing material is located on the Services;
• Your address, telephone number, and email address;
• A statement by you that you have a good faith belief that the alleged infringing use is not authorized by the copyright owner, its agent, or the law; and
• A statement by you, made under penalty of perjury, that the above information in your notice is accurate and that you are the copyright owner or authorized to act on the copyright owner’s behalf.

We may notify you if we receive a DMCA Notice about User Content that you submit. If you receive a notification that you are allegedly infringing on another’s copyright, you may file a counter-notice. We will review all DMCA Notices and counter-notices in an objective manner. If we determine that the DMCA Notice is valid, we may remove the infringing content. If we determine your counter-notice to be valid, we will remove the complaint and take no further action regarding your account.

You can reach us directly by emailing us at terms@aimeleondore.com with the subject “Copyright Infringement.” Please note that we may request additional information before removing any allegedly infringing material.

Please note that if you knowingly and/or materially misrepresent any of the above information (in a DMCA Notice or counter-notice), you may be responsible for damages, including the costs involved in investigating and responding to your claim and any legal costs and fees that may arise from your misrepresentation. If you continue to file fraudulent or inaccurate DMCA Notices or counter-notices, we reserve the right to contact law enforcement and terminate your account.

Severable and Survival

If any provision of these Terms of Service is found invalid or unenforceable pursuant to judicial decision, the remainder of these Terms of Service will remain valid and enforceable according to its terms. All terms that logically ought to survive the termination of these Terms of Service shall survive.

Legal Compliance

You agree to comply with all applicable domestic and international laws, statutes, ordinances and regulations regarding your use of the Services and the Content provided therein.

Governing Law and Jurisdiction

These Terms of Service shall be governed by the laws of the State of New York without regard to conflicts or choice of law rules or principles.  Any action to enforce these Terms of Service shall be filed in the State or Federal Courts located in New York, New York, only.

Force Majeure

Aimé Leon Dore will not be liable for any delay or failure to perform any obligation herein if the delay or failure is due to unforeseen events that are beyond our reasonable control, such as strikes, blockade, war, terrorism, riots, natural disasters, epidemic, or governmental action, in so far as such an event prevents or delays us in fulfilling our obligations hereunder.

Contact Information

If you have any questions or concerns about these Terms of Service, please email us at terms@aimeleondore.com.