Help Center
We would be glad to attend your requests when contacting us via:
- live chat widget
- E-mail support@aldo.com.sa
- Hotline 920006333
Orders & Payments
What payment methods do you accept?
We currently accept the following payment methods:
- Credit Cards (Visa or Master)
- Debit Card (MADA)
- Cash on Delivery (COD)
- Apple Pay
What should I do if the payment is not accepted?
Please try again after a little while. If the payment is still not accepted, please verify your account balance. If everything is as it should, but you still can't make the payment, please contact us about the problem support@aldo.com.sa
How do I place an order on your site?
- Choose a category from the top navigation menu or search to explore a specific style or trend.
- Select your preferred item and click “Add to cart”. Once you've added all items, it's time to checkout under ‘View Cart’ then ‘Proceed with Checkout’.
- Sign in to your account or, if you've not yet created one, proceed with entering your email address and all required shipping information.
- Select your payment method and that's it.
- You will receive an Order Confirmation and your order will be prepared and shipped to you.
- You will receive an update once the order is shipped along with a tracking number that will update you about every step until it is delivered to your location.
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.
Can I add items to an existing order?
Unfortunately, once your order is placed we can no longer add items to your order.
I accidentally placed my order with the incorrect shipping address. What should I do?
Reach out to our Customer service in the Live Chat or email us right away so we can correct your address before your order ships support@aldo.com.sa
Where can you find the Size Chart?
Click on ‘Size Chart’ on the item’s page to view our size chart, you can also visit this section https://aldo.com.sa/pages/size-guide
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!
Can I cancel my order or make changes to it?
Yes, you might be able to cancel your order before it’s processed. For cancelations please email support@aldo.com.sa or reach out to our Customer service in the Live Chat.
If we have already shipped your order, please contact us and return the product. Please visit aldo.com.sa/en/a/return and initiate a return by giving you order number and email address. We will contact you regarding further steps via email.
For more information read our Return and Refund Policy.
Do you have the product in stock?
All the products which are shown on our site are available. Order lead time depends on the products and quantities.
Refund Policy:
Refund Process for Payment on Delivery (COD): You will be refunded the amount with a voucher (discount code or store credit) applicable on the website of the returned product's value after ensuring its safety.
Refund Process for Creditcard and Mada Payment:
The amount will be refunded to the card with which the payment was made. Usually, it takes around 7 to 14 working days (depends on the type of card and the bank) of our receipt of the product to our warehouse and ensuring its safety.
Refund Process during Offers such as (Buy 1 get 1 Free, Buy 1 get 1 half price ... ) :
The customer should return all items that were in the offer in order to be refunded. In case the customer returned only one item, we will not be able to refund the order.
Shipping
Do you Ship internationally?
No, we don’t offer that option at the moment.
What are the delivery charges?
This depends on the order amount. We offer free shipping for orders above SR 250. For orders less than SAR 250, a SAR 25 shipping charge will be applied.
You can see the shipping fees on the checkout process before the payment is made.
How long does it take until I get my order delivered?
Once your order is confirmed, we will dispatch it within one day. It takes 1-3 days for deliveries in main cities. For other cities, depending on your location, it may take 1-5 working days until you receive your shipment.
How can I track delivery?
Once your order is confirmed, you will receive an email with the tracking information. You can follow your shipment with the provided tracking Number.
Do you have the option Click and Collect?
Click & Collect is not available at the moment, but we will inform you as soon as this option is available.
Will I need to pay any additional Taxes?
VAT is included in the final purchase price when you place your order and there are no additional costs due upon delivery.
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 neighbors, 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, chat us and we'll gladly get to the bottom of it.
We Delivery using following Couriers services:
Aramex
JTExpress
Labaih
LastStep
SLS
Returns
What is your returns policy?
We offer a full refund (excluding delivery costs) on any items returned to us within 14 days of the delivery date, and provide a free pick-up service for all returns for your convenience.
To create a return, go to aldo.com.sa/en/a/return and initiate a return. You can initiate a return by entering your Order number and email address to select the item you want to return.
You can find more info on returning an order in our Return and Refund Policy.
Can you explain the Return Process?
We offer you the option to send it back through a courier.
Visit our Return center and initiate a return.
You can find the Return center here: https://aldo.com.sa/a/return?
- Enter your Order number and E-mail address.
- Receive OTP via Email
- Enter code and log-in
- Select the items you want to return and complete the return request, accessories and shoe care are lies under no-return policy for safety and hygiene.
- Next, you will receive a confirmation email with full details of your request and the attached air waybill.
- Once everything is completed you will be contacted by the courier to pick up your parcel.
Do you have the option to return my Order in the Stores?
This option will be available soon. We will inform you via email once that option is available. You have to create an account to receive any updates from us.
When will I receive my refund?
Refunds are issued via the original payment method and will normally appear within 7-14 business days, depending on the processing time of your payment provider. Kindly note that we will initiate the refund from the date we receive your parcel at our warehouse.
Will shipping & duties be refunded on return?
While we offer free returns for all orders, the delivery cost won’t be included in your refund.
How do I create an account?
Creating an Aldo account is a great way to save your address information and keep tabs on your order history. Simply click My Account at the top of any of our site pages and follow the quick and easy steps.
How can i reset my Password?
Please follow the ‘forgot your password?’ link on our ‘Sign In’ page and enter your email address. Instruction on password retrieval will be sent to your email.
How do I change my personal details or email address?
You can easily change all your information on your account. Go to the “Sign In” page and log in, then click “Account”, Select the information you want to change and click “edit”.
Product Care
How do I protect my shoes?
Protecting your shoes is a vital step in ensuring that they last for all your upcoming occasions. We carry a vast array of shoe care products from waterproof sprays to cleaning wipes to polishing solutions for leather and suede. The right product for you will depend on the material of your shoes. If you'd like some expert advice on which care product to use, bring your shoes to you nearest Aldo store for a most personalized recommendation.
What kind of leather do you use?
We use an array of different skins, tanning methods, and treatments to distinguish various types of leather for every occasion. Should you need more information on a particular style, don't hesitate to chat with us and we'll find out every detail you desire.
What material do you use for your products?
A variety of materials are used to make our shoes and accessories. The information about the material used on a particular style is included on our individual product pages.
Should you need more information on a particular style, don't hesitate to chat with us and we'll find out every detail you desire.
How do I keep my gold-plated jewelry looking like new?
To help prevent the natural wear of platinum and gold-plated jewelry, follow these simple tips:
Seal and store these items in an airtight plastic bag, separate from other metals.
Avoid storing this jewelry in humid places, like the bathroom.
Keep your jewelry dry.
Avoid contact with water, body lotions, creams or perfume.
Do your sunglasses have UV Protection?
Our sunglass lenses vary in their level of UV protection, from high to low. See the individual product pages for details.