Shipping & Returns
SHIPPING destinations and costs
We currently ship to the following countries:
- European Union + Switzerland
- USA and Canada
- Japan, Hong Kong, Taiwan, South Korea, Macao
All orders in France are shipped with Collissimo. All international orders are shipped with DHL Express.
The shipping fees are flat per zone:
- France: 10 EUR
- European Union and Switzerland: 20 EUR
- USA and Canada: 30 EUR
- Japan, Hong Kong, Taiwan, South Korea, Macao, Australia: 40 EUR
We accept payment by credit cards and PayPal. All payments are made in euros and processed by Stripe.
TAXES AND CUSTOMS OUTSIDE THE EU
In the European Union, all prices on the AALTO e-shop are given in Euros and are shown inclusive of French sales tax (VAT) at the current rate which is 20%.
Outside the European Union, all prices are shown without the VAT.
Please note that all products are shipped DDP (delivery duty paid) to all countries outside the EU.
REPACK – REUSABLE PACKAGING
In line with our commitment to sustainability, most orders from AALTO are delivered in RePack, a returnable and reusable packaging solution that lets us use the delivery bags multiple times. We encourage you to return your yellow RePack bag to us by simply folding it and putting it in the mailbox, free of charge. The return address is already on the bag and the shipping cost is covered.
If you wish to return the products, please also do so in the RePack bag they were delivered in and use the sticker included with your order to close it.
We accept returns within 14 days.
You have the legal right to cancel your order within fourteen working days of receipt of the goods. If for any reason you wish to return your purchase, please email firstname.lastname@example.org. You will receive further instructions on how to return the merchandise. If your order was delivered in RePack, when returning the goods, please pack them in the same RePack bag in which they came and use the attached sticker to close the bag.
For all returns, except where the item is faulty, you will be required to arrange and pay for the return shipping of the products to us. All orders must be returned in the original packaging including the yellow RePack bag.
Please be aware that international customs duties and sales taxes are not refunded for shipments outside the European Union. It is the customer’s responsibility to retain copies of all tracking information and to ensure that the returned goods arrive with AALTO within the above stated timeframe. Please note that AALTO does not accept liability for returned goods.
When returning items you are strongly recommended to obtain proof of posting or the relevant couriers airway bills and documentation. We cannot accept responsibility for parcels lost in transit and you are advised to arrange your own insurance. We will only refund or provide an exchange for the costs of postage / transport where the item returned is faulty.
We will not accept returns for any non-faulty items that have been worn and don’t have the original labeling.
Upon receipt of an order, if any item has been delivered with no tags, you should notify us by email on the same day. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.
The refund will be made provided that the products are returned complete, in perfect condition, unused, fully labelled and with the original RePack bag (if they were delivered in one).
Once we receive your return and verify the state of the returned goods, the sum debited from your credit or debit card minus the cost of original shipping will be re-credited to your account as soon as possible. Please allow up to 30 business days for the credit to post to your account. ("Business days" are Monday-Friday, excluding holidays).
Returns after 14 days
Returns received outside the above time frames will not be accepted.
We only accept returns at this stage. Exchanges are not currently available.