Customer Service

Frequently Asked Questions

Shipping

Shipping Information & Rates
We ship online orders to all 50 states, the District of Columbia, US territories, US military APO/FPO addresses, Canada and many other countries around the world.

As of January 20th, 2021, all orders over $75 shipped within the contiguous United States will include free ground shipping via UPS or USPS Priority Mail. For all other orders and delivery methods, please reference shipping charges in your checkout cart.

ORDER PROCESSING TIME
Due to increased precautions for the safety of our staff and customers, please allow 3-5 business days to process and ship your order.
UPS Ground Delivery
Quick, reliable and economical. Delivery is typically within 2-5 business days after your order is shipped (depending on your location).

PLEASE NOTE: UPS Ground can only ship to physical addresses, not P.O. Boxes.
Express Air Service
Need it faster? We can have your order delivered in as little as 1 business day by choosing Next Day Air shipping.

PLEASE NOTE: Orders MUST be placed before 10:00am EST, Monday to Friday (excluding Holidays) to ship the same day. Orders placed after 10:00am EST or on weekends and holidays will be shipped the next business day. Express Air services are not available to PO Boxes, AK, HI, US Territories, APO/FPO addresses, Canada or other countries.
AK, HI and US Territories
All orders to Alaska, Hawaii and the US Territories are shipped via the US Postal Service Priority Mail. Delivery is typically within 2-3 business days after your order is shipped. Sorry, additional express services are not available.
PO Box Addresses (Continental United States)
All orders to PO Box addresses in the continental United States will be shipped using our USPS Priority Mail. Delivery is typically within 2-5 business days after your order is shipped (depending on your location). Sorry, express services are not available.
US Military APO/FPO Addresses
We offer FREE SHIPPING on all orders to US military APO/FPO addresses. Orders are shipped via the US Postal Service and then delivered through the MPSA. Please allow up to 3 weeks for delivery to the recipient (depending on location). Sorry, express services are not available.
Canada
All orders to Canada are shipped via UPS Expedited Worldwide. UPS Expedited Worldwide offers customs-cleared, day-definite delivery to more than 220 countries and territories in two to five business days. Shipping rates are based on your order total and will be displayed during checkout. You are able to choose to view prices in USD or CAD by selecting your currency on site. All import charges, duties, taxes, brokerage fees, etc., are the responsibility of the purchaser and will be collected by your local delivery agent. Sorry, express services are not available.
International Orders
All international orders are shipped via UPS Expedited Worldwide. UPS Expedited Worldwide offers customs-cleared, day-definite delivery to more than 220 countries and territories in two to five business days. Shipping rates are determined by delivery location and will be displayed during checkout. All prices are in US dollars.

Import charges, duties, taxes, brokerage fees, etc., are the responsibility of the purchaser and will be collected by your local delivery agent.

Returns

START A RETURN HERE

You may return eligible unworn shoes, boots and sandals in their original packaging within 30 days of purchase for a refund or exchange.

Items denoted as FINAL SALE are not eligible for return or exchange unless damaged or defective.

Please note: outbound shipping charges are non-refundable.

Returns are free for orders over $75 for US customers. This excludes any product marked as FINAL SALE.

There are 2 convenient ways to return or exchange your Aerosoles order:

1. Return or exchange in-person at a Return Bar location: $5
(available to US customers only)
  1. • Start your return or exchange online to receive a QR code, scannable at any Returns Bar location for a contact-free dropoff.
  2. • Find a convenient Return Bar location from the thousands of locations nationwide. To locate the nearest one, click here.
  3. • You can return items in their original shoe boxes - no box or shipping packaging required.
  4. • Your refund or exchange is initiated immediately upon drop-off, pending acceptance of goods.

2. Return or exchange via Parcel Service
(available to US & Canadian customers)

US customers (UPS): $7
Canadian customers (FedEx): $15

  1. • Start your return or exchange online to receive a printable return packing slip and mailing label.
  2. • Box and ship your items, ensuring that all original packaging is included, and drop off at a UPS location or with a UPS carrier.
  3. • You will receive email confirmation when your return is received and your refund has been processed.
Return fees for Return Bar dropoff or returns via parcel service will be deducted from your final return amount.

Return shipping on exchanges is free.

INTERNATIONAL RETURNS

For customers outside the US, you are responsible for shipping us your returns at your own shipping cost using a carrier of your choice. Please include the packing slip that came with your package so we can easily identify your order. We are not responsible for lost or damaged packages so it is recommended that you insure your return package and keep your tracking number until your refund is complete. International exchanges are unable to be processed at this time.

RETURN FAQ


Can I exchange for a different size?
Not the perfect fit? Choose your return reason (too small, too big, too wide, too narrow) and the appropriate size based on your feedback will be suggested.
Please note: your new size will be not be shipped until your return package is dropped off at a Returns Center or tendered to UPS.
When you choose to exchange your item there is no return label fee and no additional shipping fees.

What items are returnable?
You may return or exchange unworn shoes, boots and sandals in their original packaging within 30 days of purchase. Items denoted as FINAL SALE are not eligible for return or exchange unless damaged or defective.

What items cannot be returned or are non-refundable? All items marked Final Sale are unable to be returned or exchanged.

How soon will I get my refund? Returns dropped at a Return Bar are refunded immediately upon inspection. Shoes that show signs of wear or other damage will not be accepted.
Returns that are sent back via UPS will receive email confirmation when their return has been accepted.

Payment Options

Credit & Debit Cards
We gladly accept Visa, MasterCard, American Express and Discover credit and debit cards for online orders.

IMPORTANT: the address where you receive your credit or debit card statement must match the billing address on your order to avoid processing delays. For additional security you will be asked to enter your card security code during checkout. The card security, also called a credit card identification number or CVV/CVN is an added safeguard for your credit card purchases.
Gift Cards & Instant Refund vouchers
Have an Aerosoles Gift Card or Instant Refund voucher? Just enter your gift card number during checkout to complete your order.

Want to purchase a gift card for someone? Simply click here, choose the amount of the gift card and proceed to checkout. We'll send you an email with your gift card number that you can print or forward to the gift recipient.

Paypal & Apple Pay
Now you can use your Paypal or Apple Pay account to checkout. Just click the payment option of your choice and follow the instructions to complete your payment. You must be using an Apple device in order to checkout using Apple Pay.

Shop Pay & Shop Pay Installments
What is the option to pay in installments on Shop Pay?
When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.

Which payment methods are accepted if I use the option to pay in installments on Shop Pay?
The installments option on Shop Pay is available on debit and credit cards.

Are there late fees?
No, there are no late fees if you miss a scheduled payment.

What if I make a return on a purchase made through installments with Shop Pay?
If we process a refund, the refunded amount will be returned to your original payment method within 3-10 business days, and your balance will be updated. If your refund is less than your total purchase balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both. If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3-10 business days.

Have more questions?
For questions about installment payments on Shop Pay, visit shop.affirm.com/help. For questions about Shop Pay or the Shop App, visit shop.app/help/shop-pay.

Carbon offset: When you check out with Shop Pay, the delivery emissions from your order are automatically offset for free!

Sales Tax

Applicable state and local sales taxes are collected on orders shipped to all US states and the District of Columbia. We are required by law to collect sales tax in states or jurisdictions where we have a physical location or where there is a legal obligation to do so including those required under the US Supreme Court's 2018 ruling in South Dakota v. Wayfair Inc., known as the "Wayfair Decision".

Sales tax is based on the tax rate for the taxing jurisdiction where your order is shipped. Some states & localities do not charge tax for footwear but do charge tax for handbags, accessories, other items we sell or charge tax based on the price of the footwear purchased. There may also be special tax exempt purchasing periods in your area. Therefore, at times, some of the items in your order may be taxable or non-taxable in accordance with these regulations and tax exempt periods.

If you are making a purchase for a tax-exempt organization please contact our Customer Service department at 1-800-798-9478. To ensure compliance with state and local laws, all requested forms and information must be received and verified before a tax-exempt purchase can be completed.

For shipments to Canada and other countries all import charges, duties, taxes, GST, VAT, brokerage fees, etc., are the responsibility of the purchaser and will be collected from the recipient by your local delivery agent.

Price Adjustment Policy

Aerosoles will honor a one-time price adjustment for shoes purchased at full price that go on sale/promotion within two weeks of purchasing in the form of a digital gift card. No price adjustments will be honored on styles that are already discounted or purchased at a promotional price.

Discount Codes & Promotions

Please note that discount codes and promotions DO NOT COMBINE. Please carefully check your total prior to payment to confirm that the prices are as expected as a discount code will override any on-site promotion and may result in higher prices.

Gift Cards & Merchandise Credits issued prior to January 2019

Effective January 29, 2018, subject to applicable law, all gift cards issued prior to February 13th, 2018 that were not redeemed prior to that date were forfeited due to a change of ownership.
There will be no refunds for the unused balance on any Gift Card, Merchandise Credit or Store Credit issued prior to 01/29/2019.

Route Package Protection

What is Route?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience.

WHAT IS ROUTE PROTECT?

Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.

Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

THE ROUTE APP

The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers–dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

Haven’t downloaded the app yet? Download it here.

IF YOU DECLINE ROUTE COVERAGE
We know things happen in transit. That’s why Aerosoles offers insurance to protect your package from theft, damage, or loss. By deselecting shipping protection, Aerosoles is not liable for refunding or replacing your package.

Having a Shipping Issue?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.

To start a claim, please visit https://claims.route.com/.

what are Route's policies?
ROUTE CHARGES

For orders up to $100: Route charges $.98.
For orders $100 and over: Route charges approximately 2% of the order value.

ROUTE REFUNDS

When refunding an item, Route covers the full order total, with the exception of customs and duty for International shipments.

MARKED AS DELIVERED (STOLEN)

Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered. Orders over $100 USD require a police report.

STUCK IN TRANSIT (LOST)

US orders: Issues can be approved no earlier than 7 days and no later than 30 days from the last update, 60 days from order date.

International orders: Issues can be approved no earlier than 20 days and no later than 30 days from the last update, 60 days from order date.

DAMAGED

File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.

If your order has defects or you suspect it was damaged during manufacturing (not damaged during shipping), please reach out to us at customerservice@aerosoles.com and we will be happy to work with you to remedy the situation.

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.

Size Chart

Shoe Sizes
US/Canada
UK
EU
Brazil
Japan
5
3
35.5
33
21
5.5
3.5
36
33
21.5
6
4
36.5
34
22
6.5
4.5
37
35
22.5
7
5
37.5
35
23
7.5
5.5
38
36
23.5
8
6
38.5
36
24
8.5
6.5
39
37
24.5
9
7
39.5
38
25
9.5
7.5
40
39
25.5
10
8
41
40
26
10.5
8.5
42
41
27
11
9
42
41
27
12
10
43
42
28