Frequently Asked Questions


Unworn shoes, boots, and sandals in their original packaging (box) may be returned within 30 days for an exchange or a return. 

Exchange your purchase for a new size, color, or style for free!* 

Return for Exchange: Free*
Return for Refund: $10 

Choose the best Return option for you!

1.  Exchange the same style for a new size or color

2. Exchange for a new item 

3. Return for a refund with Happy Returns - $10

4. Return for a refund with a return label - $10

5. Return for a site credit

*Free exchanges exclude SALE items (ends in .99)


Return Policy Terms & Conditions: 

  • Items MUST be returned in their original packaging (box) to be accepted.
  • Items marked as SALE are excluded from free exchanges and are subject to a $10 return processing fee through Happy Returns or with a return label. Full price items that are on promotion are NOT excluded from exchanges.
  • Outbound shipping charges are non-refundable.
  • No returns or exchanges on FINAL SALE items. All FINAL sales are final. 
  • Orders are limited to two consecutive exchanges.
  • Aerosoles reserves the right to block customers abusing the return policy. 
  • All tall and mid-calf boots can only be returned via return shipping label due to Return Bar sizing limitations. 
  • Returns from Canada must be processed through our return portal. The return cost will be the cost of the label, purchased by the customer. Returns cannot be accepted without an Aerosoles issued return authorization packing slip. 


Returns or Exchanges

We offer the option to return your item and select different products using the Exchange for a new item feature in the return portal.

Exchange for a new item allows you to apply your return amount to a new order and shop the entire Aerosoles site, all without having to leave the returns portal.  It’s quick and easy!

New and previous discount codes, promotions, and new gift cards/store credit cannot be applied to an exchange for a new item or color. 

You may choose a site credit or a refund in the return portal and place a new order on the website to receive the promotion or coupon code. 

If a discount was used on the original purchase, and you are looking to exchange for the same item in a different size, please proceed with “Exchange for a new size” and your return will be processed for the original discount amount for valid each item. 

You may return or exchange unworn shoes, boots, and sandals in their original shoe box within 30 days of purchase. 

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

All items marked Final Sale are unable to be returned or exchanged. All FINAL sales are final. 

PLEASE NOTE: if you ship Final Sale items back to the warehouse you will not be refunded, and your package will not be returned

All returns must have an Aerosoles generated return label and packing slip to be eligible for an exchange, site credit, or refund. Packages sent back to our warehouse outside of the Aerosoles portal/process will not be returned or refunded.

Returns dropped at a Return Bar are refunded within an hour upon inspection*. 

Returns that are sent back via carrier will receive an email confirmation when their return has been inspected* and accepted. Please allow up to 10 days after delivery for the return to be processed.

*Shoes must be in new/unused condition and in their original packaging to be accepted.

We offer two options for exchange shipping - regular processing or Instant Exchanges.

For regular processing, your new exchange order will ship once your returned product is received at our warehouse.  Please note that inventory is not held or guaranteed and your order is not considered confirmed until you receive a confirmation email.  Once your order is confirmed, allow two to three business days for your order to ship.  

For your convenience, we offer Instant Exchanges allowing you to have your exchange order confirmed immediately when you submit your return request.  

A temporary authorization will be placed on the provided credit card for the full amount of the exchange order for 14 business days. If your return is not sent back within 14 days from the date of return submission, the credit card provided will be charged the full amount of the exchange order. Please ensure that your parcel is scanned as received when you drop it off and obtain proof by requesting a receipt.

Note: We are unable to make any changes to Instant Exchange orders once placed and they are subject to our stated return policy. 

Once your order is confirmed, please allow two to three business days for your order to ship.  

All Exchange orders ship standard delivery, faster shipping methods are unavailable at this time.

Regrettably, multiple orders cannot be combined in one package at this time. When a return is submitted in our system, a label is generated specifically for the items in that order.

If a single return shipping label is used to return items from multiple orders, the refund received will only be for the items associated with that shipping label. 

To ensure you receive a refund for all of the items returned, please be sure to use the appropriate label associated with the corresponding order.

It’s possible that you may have submitted an Instant Exchange where you would have been prompted to provide your credit card information before completing your exchange. 

If the return is not sent back within 14 days from the date of return submission the credit card provided will be charged the full amount of the exchange order.

Items marked on SALE are markdowns from the original price. 

SALE items end in $.99 before coupons and promotions are applied and are marked “SALE: NO EXCHANGES” above the Add to Cart button.

If the exchange is processed with the same color for a new size or width, there will not be a price difference.

Previous and current coupon codes and promotions cannot be applied to a different style or color. New colors or styles may experience a price difference.

Even exchanges are processed for new sizes or widths. 

New colors or new items are not promotional eligible in the return portal. Promotions from an original order cannot transfer to an exchange order. 

To receive a current promotion, we suggest returning your item for a refund or a site credit and placing a new order within the promotional time frame.

We suggest returning your item for a site credit and re-purchasing the item to receive the new price. 


Aerosoles ships orders from our warehouse Monday through Friday. Please note we do not ship any packages over the weekend or on federal holidays.

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 shipping . For all other orders and delivery methods, please reference shipping charges below or in your checkout cart.

Aerosoles aims to ship all orders within two business days. However, during holiday periods and certain sales and promotions, order processing time may extend to 3-5 business days.

Shipment confirmation emails are typically sent at the end of the day.

UPS SurePost® is an economy ground service that relies on USPS for the final leg of delivery. Shipments are typically delivered within 2-7 business days, Monday through Saturday.

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.

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.

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.

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.

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.

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.

At this time, we're not offering international shipping. Stay tuned, we plan to offer international shipping in the future.

Canceling or Editing Your Order

Orders placed on can only be canceled up to 40 minutes after order placement.  We regret that orders placed more than 40 minutes ago can no longer be canceled or edited.


Please use the "EDIT/CANCEL ORDER" button in the order confirmation that was emailed when you placed your order and follow the steps outlined.

On the next screen, cancel push the Cancel Order button. Select the cancelation reason.

The order cancelation is confirmed with the confirmation page.

Payment Options

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.

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.

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.

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 four equal, biweekly installment payments with 0% APR, or monthly installments with no hidden or late fees*.

*Rates from 0-36% APR. Payment options through Shop Pay Installments are subject to an eligibility check and are provided by these lending partners: Options depend on your purchase amount, and a down payment may be required. State notices to consumers

Which payment methods are accepted if I use the option to pay in installments on Shop Pay?
For non-interest bearing orders, debit and credit cards are accepted through Shop Pay. For interest bearing orders, you can only pay using a debit card.

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

What if I miss an installment payment?
There are no late fees for customers who miss a scheduled payment. However, partial payments or late payments might impact your credit score, or your eligibility to use Shop Pay Installments in the future. If you have questions about a missed installment payment, then you can contact Affirm support for assistance.

What if I make a return on a purchase made through installments with Shop Pay?
To request a refund, contact the store where you purchased your item. Using their return policy, the store will advise if a return is possible. If a return is possible, then the store will advise how much the refunded amount will be. After your refund is processed, the refund amount will be applied 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, then 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, then the difference is returned to your original payment method within 3-10 business days.

If your order is made with interest payments, then the paid interest isn't refunded. When you make payments, the funds are first applied to the accrued unpaid interest and then to the principal. Interest is the cost of borrowing, and isn't refundable.

Have more questions?
For questions about installment payments on Shop Pay, visit For questions about Shop Pay or the Shop App, visit

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 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 one week of purchase 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.

To request a price adjustment, please email with your order number. Note that an approved price adjustment will make your order final sale and non-returnable, so we ask that you confirm that you are keeping your order before requesting the adjustment

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.


If you receive a damaged or defective item, please notify us immediately via email at Please make sure to include your order number and the following photos:

  1. Damage described
  2. Inside of shoe
  3. Bottom of shoe

We will follow up via email with next steps one we receive your photos.

If your shoe becomes damaged during/after wear, please notify us via email at Please make sure to include your order number and the following photos:

  1. Damage described
  2. Inside of shoe
  3. Bottom of shoe

We will follow up via email with next steps one we receive your photos.

Depending on the date of purchase and damage shown, you may be offered a replacement pair or a site credit if the style is no longer available.

Please note that Aerosoles is not responsible for the return or replacement of damaged shoes purchased from other retailers or online sites. Please contact the retailer directly for further assistance.

Please note that Aerosoles is not responsible for any damage that occurs or is found one year after purchase.

Gift Cards & Merchandise Credits issued prior to January 2018

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 01/29/2018.

Route Package Protection

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.


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 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.

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.

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


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


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


Issues can be approved no earlier than 5 and no later than 30 days from when it was marked delivered. Orders over $100 USD require a police report.


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.


File issues for damaged items with photos of the package and item (required) and no later than 30 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 and we will be happy to work with you to remedy the situation.

Route’s terms and conditions are listed here:

Address Guard

Address Guard provides global address validation services across 240+ countries. During checkout, Address Guard will check your shipping address to ensure it is validated. If a suggestion message appears, this means Address Guard has identified an issue with your address and is recommending an alternative option to select. By ensuring your address is validated, orders can be shipped out and delivered on time.

Size Chart

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 7.5 41 40 26
10.5 8.5 42 41 27
11 9 42 41 27
12 10 43 42 28