Customer Service Policy – Aldoshoen

At Aldoshoen, where we craft shoes, boots, sandals, and handbags that blend style and practicality—whether you’re hunting for waterproof winter boots, strappy summer sandals, or a structured work tote—our customer service is as thoughtful as the accessories we sell. Whether you need help finding the right shoe size, troubleshooting a handbag’s broken zipper, or tracking an order of sandals, we’re here to make your shopping experience smooth. This policy outlines how we support you—from pre-purchase questions to post-delivery care—so you can focus on wearing your new accessories with confidence.

1. Our Service Commitments

We stand by three core promises to every Aldoshoen shopper—tailored to the unique needs of accessory lovers:

• Fast, Accessory-Focused Responses: We reply to all inquiries within 12-24 business hours (excluding weekends and major holidays like Christmas, Thanksgiving). For urgent needs—like a last-minute order of boots for a cold snap, a missing shipment of wedding sandals, or a handbag defect before a work trip—we prioritize your request and share updates within 12 hours.
• Expert, Category-Specific Knowledge: Our team doesn’t just answer questions—we provide actionable advice for every accessory type:
• Shoes/Boots/Sandals: “Our leather boots run half a size small—size up if you prefer a roomy fit”; “Sandals with ankle straps should have a 1-finger gap for comfort—adjust the buckle if it’s too tight”; “Waterproof boots can be cleaned with a damp cloth—avoid harsh soaps that damage the coating.”
• Handbags/Clutches: “This tote’s interior pocket fits a 13-inch laptop—great for work”; “Leather handbags need monthly conditioning with a neutral leather cream to prevent cracking”; “If the zipper sticks, rub a candle wax on the teeth (gently!) to smooth it.”

We even share styling tips (e.g., “Pair your ankle boots with cropped jeans to show off the hardware” or “Use a scarf to add color to a neutral handbag”).

• Transparent, Proactive Communication: We never leave you guessing. If your order of sandals is delayed (e.g., due to a carrier backlog), we’ll email you with a clear timeline (e.g., “Ships October 8”). If a handbag style you love is out of stock, we’ll let you opt for restock alerts. If your boots arrive with a loose sole, we’ll send a replacement before you ask to return the faulty pair.

2. How to Reach Us

We focus on one channel to ensure your accessory-related needs get the detailed attention they deserve—whether you’re shopping for a single pair of shoes or a set of handbags:

• Email Support: The best way to connect is by emailing [email protected]. To speed up resolution, include these details:
• Your full name and order number (if your question is about a purchase—e.g., “Order #ALD259 – Women’s Size 9 Waterproof Boots” or “Order #ALD310 – Black Canvas Crossbody Bag”).
• A specific request (e.g., “I need to exchange my sandals from 7 to 7.5,” “My handbag’s strap broke—can I get a replacement?”).
• Visuals (if helpful): For fit issues (e.g., a photo of how the boots fit your calves), damage (e.g., a torn handbag lining), or defects (e.g., a loose shoe sole)—this helps us understand your needs faster.

Why email? It lets us review your order details, accessory specs (e.g., “This tote is made of 100% cotton canvas”), and past interactions—so we can give you accurate answers on the first try, instead of making you repeat information. We also keep a record of your conversation, so if you follow up later (e.g., “Did we resolve the sandal size issue?”), we have context ready.

3. Support for Common Needs

We’ve tailored our help to the questions Aldoshoen shoppers ask most—from sizing to care, orders to returns:

3.1 Order & Shipping Help

• Tracking Updates: If you haven’t received a tracking number (sent 24 hours after shipping, aligned with our 1-3 day processing policy) or your package shows no progress, email us with your order number. We’ll locate your shipment (e.g., “Your handbag is in customs—clears in 1-2 days”), share the tracking link, and explain delays (e.g., “Carrier backlog due to summer sandal season”).
• Address Changes: We can update your shipping address only if your order hasn’t been processed (within 24 hours of purchase). Email us immediately—if processing has started (e.g., your boots are already packed for shipping), we’ll work with the carrier to redirect the package (subject to their fees).
• Order Cancellations: Cancel an order within 24 hours of placement (before processing) via email. We’ll confirm cancellation and issue a full refund in USD within 5-10 business days—critical for last-minute changes (e.g., “I accidentally ordered two pairs of sandals”).

3.2 Product & Sizing Guidance

• Sizing Help: Get precise advice for every accessory:
• Shoes/Boots: “Use our size chart (link included) to measure your foot length—size 8 fits feet 9.5 inches long”; “Boots with wide calf options fit calves up to 16 inches—measure around the widest part of your calf to confirm.”
• Sandals: “Strappy sandals should not pinch your toes—size up if your toes hang over the edge”; “Slide sandals fit true to size—if you have wide feet, opt for the ‘wide fit’ version.”
• Handbags: “This crossbody’s strap adjusts from 20 to 26 inches—measure your torso to see where it will hit (most people prefer it at hip level).”
• Care & Maintenance: Learn how to keep your accessories looking new:
• “Leather shoes: Polish every 2 weeks with a color-matching polish to cover scuffs”; “Canvas handbags: Spot-clean with mild soap and water—air dry to avoid shrinking”; “Sandals with rubber soles: Wipe with a wet wipe after wearing to remove dirt (prevents staining).”
• Material Questions: Get clarity on fabrics and durability:
• “Our waterproof boots use a Gore-Tex lining—they’ll keep your feet dry in heavy rain but aren’t meant for deep puddles”; “This handbag’s hardware is nickel-free—great for people with metal allergies.”

3.3 Returns & Refunds

• Eligibility Checks: Confirm if your accessory qualifies for return (e.g., “Unworn sandals within 60 days—yes, we’ll send a prepaid label” or “Final-sale clearance handbags—non-returnable”).
• Refund Follow-Up: If your refund is delayed beyond 10 days, email us. We’ll trace it with our payment processor and share updates (e.g., “Refund issued October 5—your bank typically takes 5 days to post it”).
• Defective Product Help: For accessories that break or arrive damaged (e.g., a shoe sole coming loose, a handbag zipper breaking), we’ll either:

1. Send a free replacement (processed within 1-3 days, no need to return the defective item) or
2. Issue a full refund in USD—your choice. We even cover return shipping for defective items, no questions asked.

3.4 Special Requests (e.g., Gift Wrapping, Customization)

• Gift Wrapping: If you ordered an accessory as a gift (e.g., sandals for a birthday, a handbag for Mother’s Day) and need help with gift wrapping, email us—we’ll confirm if the item is eligible (e.g., no oversized boots) and share details on our wrapping options (e.g., tissue paper + ribbon, branded gift bag).
• Customization Inquiries: For accessories with limited customization (e.g., monogrammed handbags, personalized shoe charms), we’ll share availability, lead times (e.g., “Monograms add 2 days to processing”), and design options (e.g., font styles, color choices).

4. Resolving Unmet Expectations

If you’re not satisfied with our initial support—we want to make it right:

1. Reply to our original email with specific feedback (e.g., “The sizing advice for my boots was off—can we try again?”).
2. A senior customer service specialist (with deep expertise in accessory sizing, material care, and 售后 solutions) will take over your case and resolve it within 24 hours.
3. For rare, complex issues (e.g., a custom handbag with multiple defects), we’ll schedule a 1:1 call (via phone or Zoom) to walk through solutions together—no more back-and-forth emails.

5. What We Can’t Support

To keep our focus on genuine Aldoshoen needs, we can’t assist with:

• Third-Party Purchases: Items bought from resellers (e.g., eBay, consignment shops) instead of aldoshoen.com—we don’t have access to those order details or product authenticity (critical for leather accessories).
• Damage from Misuse: Issues from ignoring care instructions (e.g., machine-washing a leather handbag, wearing sandals in rough terrain) or normal wear (e.g., faded shoe soles after 6 months of use).
• Non-Aldoshoen Products: Questions about other brands’ items (e.g., “How do I style my non-Aldoshoen jacket with your boots?”) or unrelated requests (e.g., “Can you recommend a shoe repair shop?”).

6. Share Your Feedback

Your input helps us make Aldoshoen better for accessory lovers! After resolving your inquiry, we may send a short survey (via email) asking about your experience (e.g., “Did we help you find the right size for your sandals?”). Responses are anonymous and used to train our team on the details that matter to you—whether you’re shopping for boots, handbags, or sandals.

7. Contact Us

For questions about your accessories, orders, sizing, or care—reach out anytime:

Email: [email protected]

Last Updated: September 2, 2025