We understand. It doesn’t always work out to choose the right model or size on the first try.

From April 20, 2026, exchanges will no longer be possible. But don’t worry — returns are still available. You can simply place a new order for a different pair.

If the shoes don’t fit for any reason, you can return your order or part of it within 14 days of receiving the package. It’s easy.

How does it work? Simply select the correct link and follow the provided steps. You'll see how easy it is! 🙂

Prepare the following:

• Order number,
• Email used for the order. 

(To change the language, click on the selection below.)

How to return goods:

• Bring the package to a drop-off point – once your case is confirmed, we will send you a label that you can simply attach to the package and take it to any shipping provider’s drop-off point. The type of company and the shipping cost for your specific address can be found in the Retino form.
• Order a pickup – you can order a courier from an external shipping company to pick up the package from your address. The cost of the pickup for your specific address can be found in the Retino form.
• I’ll arrange shipping myself – if none of the above options work for you, you can arrange your own shipping and send the goods to our delivery address: Sladkovského 514, 530 02 Pardubice, Czech Republic. Don't forget to include the case number from Retino with the shoes, so we can correctly match the package in our system and resolve everything as quickly as possible.

Before sending, please check that the shoes are clean and, if possible, return them in their original, undamaged box. Do not tape it directly; instead, wrap it in another packaging to which you can attach the labels and tape.

Any refunds will be processed within 14 days to the account you provided.

Complaints:

You can also use the Retino form for any quality issues. It doesn’t happen often, but it can. 👀 More information on the complaint policy and conditions can be found in our Terms and Conditions. Follow the same procedure for sending shoes as you would for a return or exchange.

Customer support:

If you’re unsure about anything, feel free to contact us – we’ll gladly help you with anything. 🙂

• info@aylla.com 
• +420 703 144 482