Customer Service Policy – Heydudm

At Heydudm, we believe exceptional customer service is as essential as the gender-inclusive shoes we offer—whether you’re asking about men’s sneaker sizing, need tips for caring for women’s suede boots, or have questions about a shared unisex style. Our team is dedicated to making your shopping journey smooth, informed, and satisfying, from browsing our collection to unboxing your new shoes. This Customer Service Policy outlines how we support you, aligning with our Terms of Purchase, Shipping Policy, and Refund Policy to ensure consistency and trust.

1. Scope of Customer Service Support

We’re here to assist with every part of your Heydudm experience, covering the unique needs of our gender-inclusive shoe collection:

  • Product Inquiries: Guidance on shoe details (e.g., “Are the unisex slides waterproof?” “What material are the men’s hiking boots made of?”), size recommendations (e.g., “Do women’s wide-fit sneakers run true to size?” “Will men’s narrow loafers fit a women’s size 7?”), and style compatibility (e.g., “Can these shared boots be paired with both jeans and dresses?”). We also share tailored care tips (e.g., “How to clean suede women’s boots without damaging the material” “How to maintain leather men’s sneakers for long wear”).
  • Order Assistance: Updates on order status (e.g., “Has my order of shared sandals shipped?”), tracking support (e.g., “Why isn’t my tracking number updating for my men’s sneakers?”), address changes (within 24 hours of order placement, before processing), and adjustments to shoe styles/sizes (if possible before shipment—e.g., switching from women’s size 8 to men’s size 6 in a unisex design).
  • Shipping & Delivery Concerns: Help with delayed shipments (e.g., “My women’s winter boots are taking longer than the estimated 4-6 days”), missing packages (even if tracking shows “delivered”), and international delivery questions (e.g., “Will I have to pay customs for men’s sneakers shipped to Canada?” “How long does customs clearance take for shared styles?”).
  • Returns & Refunds: Step-by-step help with initiating returns (e.g., “How do I package unisex loafers to avoid scuffing during return?”), checking refund status (e.g., “When will I get my money back for returned women’s sandals?”), and resolving eligibility questions (e.g., “Are final-sale men’s flats eligible for exchange?” “Can I return a shared style if it doesn’t fit both me and my partner?”).
  • Account Support: Assistance with creating an account, resetting passwords, updating personal details (e.g., shipping address, preferred shoe sizes for men/women/shared styles), and managing newsletter subscriptions (opting in/out of updates on new gender-inclusive collections or seasonal sales).
  • Feedback & Issue Resolution: Addressing concerns (e.g., “The men’s boots I received have a loose stitch”), handling defective product claims (e.g., “My unisex sneaker sole is peeling after one wear”), and collecting suggestions (e.g., “Can you add more wide-fit shared styles?” “Would you consider making women’s hiking boots in more neutral colors?”) to improve our offerings.

Note: We don’t cover third-party issues (e.g., payment processor errors, shipping carrier disputes beyond our control) but will direct you to the right contact (e.g., your bank for declined payments, DHL for delivery delays) for fast resolution.

2. How to Contact Us

We offer a primary, detailed support channel plus self-service resources to fit your needs—whether you prefer personalized help or quick answers:

  • Email Support: Our preferred channel is [email protected]—it lets us track your inquiry, attach order details (e.g., your shoe size or shipping address), and provide clear, documented responses. When emailing, please include:
  • Your full name (matching your order or Heydudm account).
  • Registered email address (linked to your account, if applicable).
  • Order number (critical for order/shipping/refund questions—found in your Order Confirmation email).
  • Specific details (e.g., “I ordered size 9 men’s sneakers (SKU: MS-012) but need size 10” “My shared sandals (SKU: US-008) arrived with a broken clasp”) and photos (if applicable, e.g., a picture of a defective shoe or incorrect size) to speed up resolution.
  • Self-Service Resources: For quick answers without waiting for a response, visit our website (www.heydudm.com):
  • FAQs: Covering common topics like “How to measure my foot for accurate sizing (men’s/women’s/shared)”, “What’s the difference between men’s and women’s shoe widths”, “How long do returns take”, and “What if my order is stuck in customs”.
  • Size Guides: Printable foot measurement tools, gender-specific size charts (e.g., men’s US sizes vs. women’s US sizes), and fit notes for each style (e.g., “This unisex style runs half a size small—we recommend sizing up”).
  • Order Tracking: Enter your order number and email to view real-time shipment updates (e.g., “Your women’s flats are out for delivery”) without contacting support.

3. Response & Resolution Timelines

We prioritize prompt, thorough support to minimize inconvenience—especially if you’re waiting for shoes for a special occasion:

  • Initial Response: We aim to reply to all email inquiries within 1-2 business days (Monday to Friday, excluding weekends and public holidays like Christmas or Thanksgiving). During peak periods—like Black Friday, back-to-school, or holiday gifting seasons—response times may extend to 3 business days. We’ll post notices on our website homepage and send email alerts if delays are expected.
  • Issue Resolution:
  • Simple questions (e.g., “What color options do the women’s flats come in?” “How do I unsubscribe from your newsletter?”) are resolved in the initial response—no follow-up needed.
  • Complex issues (e.g., “My international order of shared boots is stuck in customs”, “The men’s sneakers I returned haven’t been processed yet”) may take 3-5 business days to investigate (e.g., coordinating with shipping carriers, verifying product defects with our quality team). We’ll send updates every 2-3 days to keep you informed (e.g., “We’ve contacted DHL—they’ll update your customs status within 48 hours”) until the issue is fixed.
  • Returns & Refunds: Once you submit a return request, we confirm receipt within 1 business day. After we receive your shoes, we inspect them and process refunds/exchanges within 5-7 business days (as outlined in our Refund Policy)—we’ll email you when the refund is initiated or the replacement is shipped.

If you don’t get a response within our timeline, check your spam/junk folder (emails from [email protected] may be filtered) or resend your inquiry—we never ignore customer messages, and delays are often due to technical issues or high volume.

4. Service Standards & Commitments

Our team follows strict standards to ensure every interaction is helpful, respectful, and tailored to your needs—whether you’re shopping for yourself, a partner, or a friend:

  • Expertise: We’re trained on our entire gender-inclusive collection—we know the difference between men’s, women’s, and unisex fits (e.g., men’s shoes often have wider toe boxes, women’s may have narrower heels), understand material care (e.g., suede vs. leather), and can guide you to the right style for your needs (e.g., “If you’re looking for shared shoes for hiking, we recommend our waterproof HB-005 style”). If we don’t have an answer immediately, we’ll research it (e.g., checking with our design team about upcoming styles) and get back to you within 1 business day.
  • Empathy: We know shoe shopping can be tricky—whether you’re unsure about sizing for a partner’s shared style, disappointed by a delayed delivery, or frustrated by a defective product. We listen to your concerns, validate your experience (e.g., “I’m sorry your women’s boots are late—we know you were counting on them for your trip”), and focus on solutions (e.g., “Let me expedite a replacement pair via express shipping at no cost”).
  • Transparency: We’re honest about what we can and can’t do. For example, if a unisex style is out of stock, we’ll share the restock date (if known) or suggest similar options (e.g., “Our US-009 shared slides are out of stock, but US-010 is similar and in stock”). If a refund will take 5 days, we won’t promise it’ll arrive “tomorrow”—we’ll set clear expectations to avoid disappointment.
  • Accountability: If we make a mistake (e.g., sending the wrong size men’s sneakers, missing your return inquiry), we take responsibility. We’ll apologize, correct the issue promptly (e.g., send a free replacement, expedite your refund), and follow up within 2 business days to ensure you’re satisfied (e.g., “Did your replacement women’s boots arrive on time?”).

5. Escalation Process for Unresolved Issues

If you’re not happy with the initial resolution or your concern isn’t fixed within our timeline, we offer a clear escalation path to ensure your voice is heard:

  1. Request Escalation: Reply to your original customer service email and state you’d like to escalate the issue. Include a summary of past communication (e.g., “I contacted support on 10/5 about my missing refund”), why you’re unsatisfied (e.g., “My refund for women’s sandals still hasn’t arrived after 10 days”), and your desired outcome (e.g., “I want my refund processed within 3 days or a replacement pair sent for free”).
  2. Senior Team Review: A Senior Customer Service Manager will take over your case within 1 business day. They’ll review your order details, past emails, and any supporting documents (e.g., return tracking receipts, photos of defects) to get a full picture of the issue.
  3. Final Resolution: The manager will provide a final response within 3 business days, with concrete steps (e.g., “Your refund has been expedited and will post to your card by Friday—we’ve also added a $15 store credit for the inconvenience” “We’re sending a new pair of unisex sneakers via express shipping at no cost, and they’ll arrive by Wednesday”). This response is our final commitment, unless additional action is required by law or our policies.

6. Updates to This Policy

We may update this Customer Service Policy to reflect changes in our support channels (e.g., adding live chat for urgent questions during peak seasons) or service standards (e.g., extending hours for holiday support). When we make updates:

  • We revise the “Last Updated” date at the top of this page.
  • We post the new version on our website (www.heydudm.com) and email existing customers if changes are significant (e.g., a new escalation process, extended response times, or added support channels).

The updated policy applies to all inquiries initiated on or after the “Last Updated” date—for inquiries started before, the policy in effect when you first contacted us applies.

7. Contact Information (Recap)

For personalized support with your Heydudm experience—whether it’s about men’s shoes, women’s styles, or shared unisex options—reach out to us:

Email: [email protected]

Website: www.heydudm.com (for FAQs, size guides, order tracking, and shipping updates)