Refund policy
RETURNS AND EXCHANGES
We craft each pair of Aimée Ann Lou shoes with our client's best interests in mind and we hope that you cherish them as much as we do.
It is our intention to provide beautiful products and ensure their longevity and durability. However, as our products are hand-made with delicate fabrics, very occasionally they may contain small imperfections. We also understand that sometimes people change their mind after making a purchase and may wish to return or exchange an item. The following is a brief guide on how we deal with returns, repairs, exchanges and faults.
Any returns notified after the return request window of 14 working days will be refused or issued a credit note for the same value purchased.
When you receive your beautiful shoes, due to the delicate nature of the luxurious leather outsoles, please try on your items indoors and on a clean soft surface, as any returns which show signs of wear will be rejected. To be eligible for a return, your items must be in original condition, in original packaging, unworn or unused and including the following items:
- 2 dust bags (there are two supplied in every box);
- Original branded box; and
- Original packaging
Please also place the original branded box carefully packed inside another box to prevent damage to it during shipping.
To make your return, please email us at assistance@aimeeannlou.com detailing your order number, what it is you wish to return with the reason why. Currently, we require clients to book and use their own courier or postal service, since we cannot be held responsible for any loss or damage in transit.
When your returned item arrives at our warehouse, it will be checked by our team, and your refund will be processed. All returns are subject to warehouse assessment. Your return may not be accepted if it does not meet our returns criteria. Please allow 10 working days for the refund to appear in your account.
EXCHANGES
Unfortunately, we are unable to offer exchanges right now, once the order has been placed, it cannot be changed or cancelled. You must wait to receive the goods and then return them. If you would like to discuss this with us, please email us at assistance@aimeeannlou.com.
WARRANTY AND REPAIRS
Where an item has a manufacturing fault we may be able to offer you a repair or replacement depending on the circumstances.
Please contact assistance@aimeeannlou.com with your contact details, proof of purchase and images of the items so we can assist you further.
If your item is covered by our warranty we will assess whether a repair or replacement is most appropriate. This policy covers manufacturing faults and imperfections but does not cover damage due to wear and tear or accidental damage.
Alterations or repairs not carried out by us will void this warranty as we cannot be responsible for any attempted repair, alteration or customisation.
Your statutory and legal rights remain unaffected.
LATE OR MISSING REFUNDS
If you haven’t received a refund after 14 working days of us confirming it, please first check your bank account. We would then suggest contacting your credit card company or bank, as it may take some time before your refund is officially posted.
If after this you still have not received your refund yet, please contact us by email at assistance@aimeeannlou.com so we can investigate further.
