Return and Exchange Policy for Online Customers

1. Return and exchange must be requested via email within 7 days from delivery date. 

2. Merchandise that were already used, altered, and or washed shall no longer be accepted for return and exchange.

3. In the interest of hygiene, face masks, earrings, jewelry, sunglasses, hair accessories, insoles, cosmetics and underwear may not be refunded or exchanged at any time.

4. Customers have the option to self-arrange delivery or drop-off at any ALDO branch for returns. Delivery fee will be reimbursed if delivery receipt with tracking number is sent via email. Please send the return request form and wait for our confirmation first before returning the item.

5. Return and exchange can only be done at any ALDO branch (see list of stores). Delivery is not available for this request. Express courier service (Grab/Lalamove) won’t be accommodated.

6. Refund processing with our finance team will take 5-10 banking days excluding processing time from our payment providers/your financial institution. Please make a follow-up with your financial institution stating the refund reference number we will provide to you after we have sent you the proof of refund if the amount has not yet reflected on your account.

7. In the email return request, unboxing video and clear images of the following should be included: 
- Item in its received condition
- Official receipt
- Price tag
- Original packaging (shoe box, plastic wrapper, hang cards, etc.) 

8. Email us your return request at aldo.support@benchmail.ph following the format below:

Email subject: Request for return – Order number – Mode of return 
(Example: Request for Return - SPA1234567891234 – Self-Arrange Delivery)

Email request form:
- Order number: SPA + 13 digits found in your order confirmation email or header of your tape receipt (example: SPA1234567891234)
- Customer name:
- Contact number:
- Mode of return: (a.) self-arrange delivery or (b.) store drop-off
- Return option: (a.) return & refund or (b.) return & exchange 
- Preferred courier (for self-arrange): LBC or JRS Express
- Preferred store (for store drop-off): (See list of stores)
- Item name, color, & size: Found in your order confirmation email
- Reason for return: Received damaged item/fitting issues/wrong item received/change of mind

Please attach the requested images & video in #7

If you select damaged item, fitting issues, or wrong item received, and prefer to exchange or replace, we will check which stores have your preferred size or replacement first then get back to you.
Self-arrange delivery is available for return & refund only.
Store drop-off is available for return & refund or return & exchange.

9. We will assess your request within 2-3 working days and get back to you on the next steps.

Updated on March 2, 2025