Frequently Asked Questions
HOW DO I KNOW WHAT SIZE I AM? +
To best gauge your appropriate size, please refer to the sizing chart for the particular item you’re interested in. This can be found directly on the respective product page
WHAT PAYMENT METHODS DO YOU ACCEPT? +
We accept all major credit cards (Visa, Amex, Mastercard, Discover) and PayPal.
CAN I PICK UP AN ORDER OR DROP OFF A RETURN FROM YOUR NEW YORK LOCATION? +
At this time, we are unable to accept any direct pick-ups or drop-offs.
WHAT COURIER PROVIDERS DO YOU USE? +
All orders in the U.S. are shipped via UPS.
All international orders are shipped via DHL.
CAN I USE A PO BOX FOR MY DELIVERY ADDRESS? +
No, we do not ship to PO boxes.
DO YOU SHIP INTERNATIONALLY? +
Yes, Aimé Leon Dore ships internationally.
CAN MULTIPLE ORDERS BE COMBINED? +
Due to high volume of orders we cannot combine orders. Please be sure to place all desired items in the cart before checking out.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE? +
Standard domestic shipments usually take 4-5 business days to arrive. International shipments typically take 5-7 business days to arrive. Please note, time may vary due to weather, customs, or any unforseen variables.
HOW DO I EXCHANGE OR RETURN AN ITEM? +
We are happy to exchange any product that we stock for online store credit only. To exchange or return an item, please follow the instructions located on our Terms & Conditions page. Items purchased during seasonal sales cannot be returned or exchanged. Items purchased online are not returnable in-store.
WILL I HAVE TO PAY FOR RETURN SHIPPING? +
We provide free return shipping for all domestic orders. International customers are responsible for return shipping.
WHEN WILL I RECEIVE MY STORE CREDIT? +
Once returned items are received, store credit is issued within 2-3 business days.
WILL SOLD OUT ITEMS BE RESTOCKED? +
To be notified of any restock, please click the ‘Notify Me When This Product Is In Stock’ link located on the respective item’s product page.
WHERE ELSE CAN I FIND YOUR PRODUCT? +
At this time all Aimé Leon Dore products are sold exclusively on our webshop, the ALD Flagship and at select retailers.
I AM PLACING AN INTERNATIONAL ORDER. DOES THE SHIPPING COST INCLUDE THE CUSTOMS, DUTIES AND/OR TAXES? +
Customs, duties and taxes are not included in the item price or shipping cost. We ship all international orders delivery duties unpaid (ddu), which means any fees are charged once the parcel reaches its destination and must be paid by the recipient. Unfortunately these fees are beyond our control, and we are unable to cover them for our customers.
CAN I RETURN OR EXCHANGE AN ITEM I PURCHASED AT ANOTHER RETAILER? +
We cannot accept items purchased at other retailers, as these items are subject to the retailer's’ own return and exchange policies. We recommend reaching out to your retailer directly to discuss returning or exchanging your item.
HOW DO I CARE FOR THE ITEMS THAT I PURCHASED? +
Each style has special care instructions attached to the garment. Please follow these instructions carefully. If you have any questions regarding garment care, please reach out to us at email@example.com.
I placed a successful order but why didn’t I receive a confirmation email yet? +
If you placed a successful order you should receive confirmation email with an order number. If you have not received an email after 1 hour please contact us to make sure your order went through.
I just placed an order, can I cancel it? +
Unfortunately, we are unable to cancel any order once they are placed.
CAN I EDIT/MODIFY MY ORDER AFTER IT HAS BEEN PLACED? +
Unfortunately, after an order is placed we are unable to make any edits.
I've added the incorrect shipping address, how do I change it? +
You must contact customer service to change your shipping address. The shipping address can only be changed before the order has shipped. Unfortunately you cannot update your shipping address yourself after the order has been placed.
How can I subscribe to the ALD newsletter? +
On the website, click the Mailing list link at the bottom of the menu, and then enter your e-mail address. From here, you will receive the exclusive news, seasonal updates and information regarding new product launches.
I have received a defective product. What should I do? +
Please contact firstname.lastname@example.org as soon as possible so we can help resolve the issue.
What are your store hours/store location? +
214 Mulberry Street
Monday - Friday 11:00am - 7:00pm
Saturday - 10:00am - 8:00pm
Sunday 11:00am - 6:00pm