Questions we get asked
Grouped by subject. If your question is not here, email hello@aldenandroe.com and a person will answer it.
Ordering
No. You can check out as a guest with just an email address for order updates. An account only saves your addresses and order history.
Yes, if it has not shipped. Email us with your order number as soon as possible. Once a tracking number is issued the parcel has left us, and you would need to return it instead.
Sometimes. Runs are 60 to 200 units and restocks depend on fabric availability. We do not take backorders or payment for stock we do not hold. If a restock is planned, the product page says when.
Digital gift cards are available from $50 to $500 and never expire. They are emailed to the recipient with a message you write at checkout.
Sizing and fit
Every product page lists flat measurements in inches for each size. Lay a garment you already like flat and compare. If you are between sizes, email us your usual size in two brands you own and we will tell you which way to go. The full chart is on the size guide.
Not as separate ranges. Trousers and skirts are cut long on purpose so they can be hemmed. We can recommend a tailor in New York, and we cover $25 of hemming on trousers if you send us the receipt within 30 days.
Yes. Many customers do. Both sizes ship together and the return label covers the one you send back.
Delivery
We pack within 1 to 2 business days. US standard takes 3 to 6 business days after that. Expedited 2-day is $18.00. Canada and the UK take 6 to 12 business days. Details on the shipping page.
Yes to both, via USPS. Tracking updates are slower for APO and FPO addresses, and expedited service is not available.
Give it two business days, since scans can lag. If it still has not moved, email us the order number and we will open a trace with the carrier and reship or refund if the parcel is confirmed lost.
Returns and refunds
Thirty days from delivery. Items must be unworn, unwashed and have the tags attached. US orders include a prepaid label. Full terms are on the returns page.
We inspect returns within 2 business days of arrival and issue the refund to your original payment method within 5 business days after that. Your bank may take another 3 to 5 days to post it.
Yes, on the same 30-day terms. We do not run final-sale traps. The only exception is pierced jewellery, for hygiene reasons, and that is stated on the product page.
Payment and security
Visa, Mastercard, American Express, Discover, PayPal and Apple Pay. All prices are charged in US dollars.
Card details go directly to our PCI-DSS compliant payment processor over an encrypted connection. We never see or store full card numbers on our own systems.
At checkout, calculated from your delivery address. The bag page shows an estimate at the New York rate until you enter an address.
Materials and care
Outerwear is cut and sewn in Brooklyn, New York. Everything else is made at a family-run factory outside Porto, Portugal. Both are named on the about page and audited annually.
Yes, carefully. Cold water, pH-neutral wash, no wringing, dry flat away from heat. Care instructions specific to each piece are printed on the product page and the garment label.
We repair seams, buttons, zips and small holes on anything we made, free for the first two years and at cost after that. Send it to the studio address with a note.