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Ordering
How can I cancel or modify my order?
Once your order has been placed, it cannot be modified or cancelled. If you wish to purchase additional items, you must do so as part of a new transaction or if you are not satisfied with your order, not to worry, we have a very easy return policy. Visit our Return Policy for additional details.
Can I place an international order?
On this site we only ship within Canada. Please visit our Global Location page for a full list of ship to countries.
How do I pick up my order in-store?
You will receive an email when your order is ready for pick up. When you get to the store, please present the confirmation email or your original receipt, as well as a photo ID to a store associate. You have 28 days to pick up your order in-store. If you do not pick up your order within this time frame, your order will be cancelled and refunded and your item(s) will be restocked.
The item I want is out of stock. When will it be available again?
We are constantly receiving new items and we sometimes re-stock, so make sure to check back soon. Can't wait? Shop similar styles in the meantime!
How will I know if my order has been placed successfully?
You will also receive an email confirmation including your order number shortly after you complete checkout. Be sure to scan your junk mail folder just in case it didn't make it into your inbox. If you haven't received your order confirmation email after 24 hours, please chat us and we'll be happy to sort this out.
I accidentally placed my order with the incorrect shipping address. What should I do?
Unfortunately, once an order is placed we are unable to modify an address.
What is a pre-order item?
Pre-order items are items that are not in stock, but that can be purchased in advance, allowing you to reserve a style and size that is not yet available online for purchase. Once we have the items in stock, your pre-order items will be shipped.
When will my pre-order item(s) ship?
An estimated shipping date has been indicated on all pre-order items at the product page level and in your order confirmation email. Once we have the items in stock, your pre-order items will be shipped. Although the estimated shipping dates indicated are generally accurate (plus or minus 2 weeks), kindly note that they are estimates and are subject to change.
When will I be charged for my pre-order item(s)?
You will be charged for your order once the first item ships.
How can I cancel or modify my pre-order?
Once your order has been placed, it cannot be modified or cancelled. If you wish to purchase additional items, you must do so as part of a new transaction or if you are not satisfied with your order, not to worry, we have a very easy return policy. Visit ourReturn Policyfor additional details.
What happens if my pre-order item(s) is delayed?
Although shipping dates provided are generally accurate (plus or minus 2 weeks), they are estimates and are subject to change. If there is an issue with your pre-ordered item(s), you will be contacted by our trusted Customer Service team for further assistance. Note, our usual standard shipping timelines apply to to all pre-order items.
Payment
How do I use my promo code?
Promo codes can be applied at checkout. Simply click on"Enter promo code"situated under shipping cost and enter your code. Be sure to add the dashes when entering your code. Promo codes are for one time use only and cannot be combined with any other codes/promotions.
How long will it take for me to receive my refund?
Your refund will be processed once your package has been recieved in our Distribution Center. Once received, please allow 10-15 business days for your refund to be completed. However, depending on your financial institution, it could take up to 10 business days for your funds to be reflected on your statement. We apologize for any inconvenience this may cause and thank you for your patience.
Why does my bank statement show two transactions for the same order?
When placing an order, you will receive a pre-authorisation on your bank statement. Not to worry, your account will be charged when your order ships. It may take up to 48 hours for your financial institution to reverse the pre-authorisation after your order has shipped.
What is your price adjustment policy?
Price adjustments for purchases may be applied on regular-priced items within 7 days of the original online purchase. All price adjustments for in-store purchases should be processed in-stores.
Please note that store prices cannot be matched online.
Not valid on first-time customer offers, targeted offers, Black Friday offers, Cyber Monday offers and other holiday season promotions. Cannot be combined with any other offers. Not applicable on Afterpay purchases.
Why is my credit card information not being accepted?
It is important that your billing address be entered on your order exactly as it appears on you credit card statement.
Why are my funds frozen?
Once your order is placed, the total amount is reserved in your account. This is to ensure that the funds will still be available once we are ready to charge your account upon shipping (when your first item ships).
Why am I being asked security questions when paying for my order?
Certain credit cards will have programs intended to help make online shopping safer. If you need more information on those programs, visit your credit card’s website.
When will I be charged for my order?
You will be charged for your order once the first item ships.
Do you charge sales tax on all items?
Sales tax rates will vary from one location to another. The items on your order will be taxed based on the product category and the current sales tax rate for your shipping address.
Is it safe to use my credit card card on your site?
ALDO is proud to offer our customers a fully secure shopping environment. ALDO is a "Verisign Secured" site, meaning that all credit card information and other confidential information are encrypted using SSL technology. Your credit card information will not be retained once you make a purchase.
ALDO is also a McAfee SECURE Web site, ensuring that your information is protected. McAfee SECURE tests Web sites daily for vulnerabilities, dangerous content and links that expose consumers' computer and personal information to malicious use. McAfee SECURE helps protect businesses and consumers from hackers, adware, spyware, browser exploits, spammers, phishing attacks and online scams.
Once I receive my order can I return or exchange it?
All online orders may be returned via mail free of charge or at any ALDO store. Visit our Return Policy for additional details.
If for any reason we are unable to fulfill your order, you will be contacted by our trusted Customer Service team.
Shipping & Tracking
How long will it be before I receive my order?
Once you receive a shipping confirmation email, your item(s) will be delivered via the shipping method you selected.
How do I pick up my order in-store?
You will receive an email when your order is ready for pick up. When you get to the store, please present the confirmation email or your original receipt, as well as a photo ID to a store associate. You have 28 days to pick up your order in-store. If you do not pick up your order within this time frame, your order will be cancelled and refunded and your item(s) will be restocked.
Where do you ship?
We ship to any valid Canadian addresses; however, we do not ship to Nunavut, Yukon or the Northwest Territories. Shipping is not available to A.P.O./F.P.O. and P.O. box addresses due to shipper restrictions.
Can I expedite my shipping?
You are able to choose a variety of delivery options at checkout. However, we are unable to edit shipping and delivery preferences once an order has been placed.
My tracking number shows as delivered but I haven't received my order. What should I do?
If you see that the package was delivered but you haven't received it, be sure to check around your property, with your neighbours, or with any other members of your household. The package may have been left in a secure location if you weren't around at the time of delivery. If you still can't locate it, please wait 48 business hours post-delivery to chat or call us, and we will gladly get to the bottom of it
What courier do you use?
All of our orders are shipped with FedEx.
I ordered multiple items. Will I receive them separately?
It is possible that orders that contain more than one item will ship from different locations at different times. You will receive an email update and tracking information for every possible shipment.
Returns & Warranty Policy
How can I return my order?
Returns can be made either in-store or online. Returns in-store are always free. Returns by mail have a shipping fee of $4.95 + taxes that will be automatically deducted from your refund total. This fee is not refundable. ALDO Crew members can return by mail free of charge. Purchases and orders placed in store can be returned in store only. Note that Paypal purchases are only refundable through Paypal if returned by mail.
In-Store Returns
To find the store near you, simply use our Store Locator. Return the unworn or unwashed item(s) to the location of your preference and our associates will be pleased to assist you. Purchases paid for using split payment (part Gift Card, part other payment method) will always be refunded to the Gift Card(s) first. Any remaining balance will be paid back to the other payment method originally used. Note that Paypal purchases are refundable through Paypal only if returned by mail; Paypal purchases can be exchanged in store, or refunded to an ALDO gift card or to a debit card.
Online Returns
To initiate your online return, simply put in your order number and postal code on the top right and click on Start a return request. Your order will then appear and you will be prompted to select the item(s) you wish to return. Please select the dropdown option which best describes the reason for your return. Click submit and we will send you the FedEx label via email with detailed instructions on how to proceed. You can choose to bring your package to a FedEx drop off location or schedule a pickup with FedEx.
Please note that shipping charges are non-refundable.
What do I do if I lost my shipping label?
Chat us and provide us your order number and we'll email you a replacement.
How long will it take for me to receive my refund?
For returns or warranty claims, you will see your refund within 2-5 business days from the processing date if you purchased with a credit card. However, depending on your financial institution, it could take up to 10 business days for your funds to be reflected on your statement. A Paypal refund should be reflected within 2-5 business days from the processing date.
How can I get a refund for an item purchased as part of a BOGO promotion?
If you wish to return a full-priced item that was purchased with a bundle promotion (i.e. BOGO), your purchase amount must be adjusted as the promotion is no longer valid. You will get refunded the amount you paid for the full-priced item(s) minus the discount amount you received for the second item of equal or lesser value.
How can I exchange my order?
If you are not fully satisfied with your items visit one of our store locations and our associates will help you find the style or size that's right for you.
We currently cannot offer you an exchange through our online system.
What do I do if my footwear item is defective?
If you are within 4 months of purchase, we are happy to assist through our warranty policy. You can fill out the online form here and our Customer Service Expert Team will get back to you with next steps.
What is considered a defective footwear product?
A footwear product is deemed defective if it has one of the following issues within 4 months of purchase:
- Broken zippers
- Broken heels
- If a bottom sole is detaching from the shoe (stitch & glue)
- If a footbed or insock is detaching from the shoe (glue)
- If a functional strap is coming apart (buckles or elastics)
- If the synthetic leather is peeling off or cracking
- If a decorative ornament is falling apart (medium or large ornaments only)
How long do I have to return a defective footwear product?
You must make your warranty claim within 4 months of the date of purchase.
What is the difference between a return policy & a warranty policy?
Returns can be made within 60 days of purchase if you are not 100% satisfied with your item(s), whereas warranty claims are for defective or faulty footwear and can only be processed within 4 months of the date of purchase.
What is your price adjustment policy?
Price adjustments for purchases may be applied on regular-priced items within 7 days of the original online purchase. All price adjustments for in-store purchases should be processed in-stores.
Please note that store prices cannot be matched online.
Not valid on first-time customer offers, targeted offers, Black Friday offers, Cyber Monday offers and other holiday season promotions. Cannot be combined with any other offers. Not applicable on Afterpay purchases.
How can I get a copy of my receipt?
A copy of your online order receipt should be included with your package. It may be found either on the inside or folded behind the shipping label on the exterior of the package. If you've misplaced it and need a new copy, simply send us a request by providing your order number via chat or email us at aldowebca@aldogroup.com.
How can I return my Buy Now, Pay Later (BNPL) order?
Afterpay
Afterpay purchases can be returned in-store or by mail for a refund. Purchases returned in-store can be refunded on a debit card, credit card or an ALDO gift card. Note that for in-store returns, Afterpay will continue taking the installments from your account until the full payment is complete. Purchases returned by mail will be refunded directly to your Afterpay account. Do not return your purchase directly to Afterpay.
Other BNPL Providers
BNPL orders, such as Zip, can only be returned in-store and refunded on an ALDO gift card or credit card. Note that the BNPL provider will continue taking the installments from your account until the full payment is complete. Do not return your purchase directly to the service provider.
If you believe that there is an issue or problem with your BNPL purchase payment, please contact their customer service department directly.
What is the ALDO Crew?
ALDO Crew is a loyalty program where you get credit for all your purchases. The more you buy, the more benefits you unlock!The program is free to join and well worth your time!From your first purchase , you are ALDO Crew. After spending $150 or more, you become an ALDO Crew Plus member, and at $300 or more you join our ALDO Crew VIP.
How do I sign up?
The sign up is easy.Click here, fill out and submit the required information, and you’ll be a member of the ALDO Crew. We treat your personal information securely and confidentially.
How do I earn ALDO Crew Credits?
Every dollar spent at ALDO is an ALDO Crew Credit (with the exception of Gift cards, taxes&shipping fees).
Can I earn credits when shopping at any ALDO store?
You can earn ALDO Crew Credits by shopping at any ALDO store, accessory store and on aldoshoes.com our points, however, are only accumulated per country, as the ALDO Crew is a country specific program. Currently, ALDO Crew is only available in Canada, the United States and the United Kingdom. When you sign up for the ALDO Crew, your account will be created based on the country of registration.
Do ALDO Crew Credits expire?
The ALDO Crew program is based on a 12 month rolling base meaning that we will sum up all of your qualifying spend for a period of 12 months starting with first ALDO Crew transaction to determine tier eligibility. Should you achieve the next tier level required spend within 12 months, we'll welcome you into the next tier .What’s even better, is that every time you enter a new next tier, your 12-month period re-starts. As long as you spend the “threshold” amount in that 12 month period, you will remain in that tier. However, if you don’t come back and shop at ALDO within a 12-month period, you unfortunately, will lose either ALDO Crew PLUS or ALDO Crew VIP status, but you’ll still be a member of ALDO Crew. That’s one benefit you’ll never lose!
How long are my “annual rewards” valid for?
The welcome offer is valid for 30 days, but your annual rewards will each be available for 120 days.
Can I combine discount codes together?
Each discount code that you receive cannot be combined with other discount codes that you have. For example - you cannot combine your ALDO Crew Plus discount code with your birthday code. Your discount codes cannot be applied to price drop or bundles.
How can I redeem my $15 birthday gift?
Shortly before your birthday, if you are ALDO Crew Plus or ALDO Crew VIP, you will receive an email with our best wishes and a coupon code that will allow you to go to an ALDO store and choose your gift (valued up to $15). We might even be tempted to sing you “Happy Birthday!”
How do I terminate my membership?
We’re sad to see you go!But if you really feel strongly about not being a member of the ALDO Crew , pleasecontact our customer service centerand they will cancel your membership.
More questions?
For more details please visit ourFAQ page
Looking for more help?
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OPENING HOURS (EST)
Monday to Friday: 9:00 AM to 7:00 PM
Saturday: Closed
Sunday: 9:00 AM to 5:00 PM -
Need help? Live chat with a Customer
Service Expert to talk order logistics, style recommendations or anything else you need - don't be shy!
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Have a question? Write us @ALDO_Help and we’ll get back to you as soon as we can.
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Let’s talk! Call us toll-free at 1-800-326-2536
