Customer Service Policy – Heydudk

At Heydudk, we believe great customer service is as essential as the shoes we sell—whether you’re asking about men’s sneaker sizing, need help with women’s boot care, 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 Heydudk 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?”), and style compatibility (e.g., “Will these loafers work with both jeans and dresses?”). We also share care tips (e.g., “How to clean suede women’s boots” “How to maintain leather men’s sneakers”) to help your shoes last.
  • 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?”), address changes (within 24 hours of order placement), and adjustments to shoe styles/sizes (if possible before processing).
  • Shipping & Delivery Concerns: Help with delayed shipments (e.g., “My men’s sneakers are taking longer than estimated”), missing packages (even if tracking shows “delivered”), and international delivery questions (e.g., “Will I have to pay customs for women’s boots shipped to Canada?”).
  • Returns & Refunds: Step-by-step help with initiating returns (e.g., “How do I package shoes to avoid damage?”), checking refund status (e.g., “When will I get my money back for returned unisex sneakers?”), and resolving eligibility questions (e.g., “Are final-sale men’s flats eligible for exchange?”).
  • Account Support: Assistance with creating an account, resetting passwords, updating personal details (e.g., shipping address, preferred shoe sizes for men/women), and managing newsletter subscriptions (opting in/out of updates on new collections).
  • Feedback & Issue Resolution: Addressing concerns (e.g., “The women’s boots I received have a loose stitch”), handling defective product claims (e.g., “My men’s sneaker sole is peeling”), and collecting suggestions (e.g., “Can you add more wide-fit unisex styles?”) 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 for fast resolution.

2. How to Contact Us

We offer a primary, detailed support channel plus self-service resources to fit your needs:

  • Email Support: Our preferred channel is [email protected]—it lets us track your inquiry, attach order details, and provide clear, documented responses. When emailing, please include:
  • Your full name (matching your order or account).
  • Registered email address (linked to your Heydudk account, if applicable).
  • Order number (for order/shipping/refund questions).
  • Specific details (e.g., “I ordered size 9 men’s sneakers but need size 10—SKU: MS-012”) and photos (if applicable, e.g., a picture of a defective shoe sole) to speed up resolution.
  • Self-Service Resources: For quick answers, visit our website (www.heydudk.com):
  • FAQs: Covering common topics like “How to measure my foot for accurate sizing,” “What’s the difference between men’s and women’s shoe widths,” and “How long do returns take.”
  • 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”).
  • Order Tracking: Enter your order number and email to view real-time shipment updates without contacting support.

3. Response & Resolution Timelines

We prioritize prompt, thorough support to minimize inconvenience:

  • Initial Response: We aim to reply to all email inquiries within 1-2 business days (Monday to Friday, excluding weekends and public holidays). 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 and email you 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 newsletters?”) are resolved in the initial response.
  • Complex issues (e.g., “My international order of men’s boots is stuck in customs,” “The unisex sandals I received are damaged”) may take 3-5 business days to investigate (e.g., coordinating with shipping carriers, verifying product defects). We’ll send updates every 2-3 days to keep you informed 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 process refunds/exchanges within 5-7 business days (as outlined in our Refund Policy) and notify you via email.

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.

4. Service Standards & Commitments

Our team follows strict standards to ensure every interaction is helpful, respectful, and tailored to your needs:

  • Expertise: We’re trained on our entire gender-inclusive collection—we know the difference between men’s, women’s, and unisex fits, understand material care, and can guide you to the right style for your needs. If we don’t have an answer immediately, we’ll research it 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 or disappointed by a delayed delivery. We listen to your concerns, validate your experience, and focus on solutions (e.g., “I’m sorry your women’s boots are late—let me expedite a replacement”).
  • 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. If a refund will take 5 days, we won’t promise it’ll arrive “tomorrow.”
  • 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 to ensure you’re satisfied.

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:

  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, 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”).
  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) to get a full picture.
  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’re sending a new pair of unisex sneakers via express shipping at no cost”). 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) or service standards (e.g., extending hours during holiday seasons). 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.heydudk.com) and email existing customers if changes are significant (e.g., a new escalation process or extended response times).

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 Heydudk experience—whether it’s about men’s shoes, women’s styles, or shared unisex options—reach out to us:

Email: [email protected]

Website: www.heydudk.com (for FAQs, size guides, and order tracking)