Customer Service Policy: Aldoshoeu — Support for Your Style Journey

At Aldoshoeu, we know finding the perfect pair of shoes, the right bag, or that finishing accessory can make your day—and our commitment to you doesn’t end when you click “buy.” Whether you need help choosing a size, have questions about your order, or want to care for your new fashion piece, our team of style-savvy experts is here to make your experience smooth. Below’s how we support you every step of the way.

1. Order Inquiries & Tracking

We want you to stay in the loop about your style essentials—from purchase to delivery:

  • Order Confirmation: Within 1 hour of placing your order, you’ll receive a confirmation email (check your spam folder!) with your order number, item details (e.g., “Black Leather Ankle Boots – Size 8”), and estimated shipping date. If you don’t see it, reach out to us immediately.
  • Shipping Updates: Once your order ships (usually 2–3 business days for in-stock items; pre-ordered styles will have a noted timeline), we’ll send a tracking link to your email. Use it to follow your package—whether it’s a crossbody bag heading to your door or a pair of sneakers for an upcoming event.
  • Need Help Fast?: If your order is delayed, tracking isn’t updating, or you need to adjust details (like shipping address) after purchase, email [email protected] with your order number. We reply within 24 hours on weekdays (48 hours on weekends/holidays) and prioritize urgent requests—like a last-minute accessory for a special occasion.

2. Returns & Exchanges: Flexible Rules for Fashion Finds

We get it—sometimes a shoe doesn’t fit quite right, or a bag’s color looks different in person. Here’s how we make returns/exchanges easy for your style picks:

  • Return Window: 30 days from the date you receive your order. For seasonal styles (e.g., winter boots, summer sandals), we extend this to 45 days if you order during off-seasons (e.g., a pair of espadrilles in winter). This lets you plan ahead for your next style season without rushing.
  • Item Condition: Items must be unused, unworn (no scuffs on shoe soles, no creases on bag leather), and in their original packaging with tags attached. We understand you might want to “try on” a shoe with an outfit at home—just avoid wearing it outside or using it regularly before deciding.
  • Exceptions: Custom or personalized items (e.g., monogrammed wallets, made-to-order shoes) and final sale items (marked “Final Sale” on product pages—often discounted trend pieces or limited-edition styles) are non-returnable/non-exchangeable. We also can’t accept returns for items damaged due to improper use (e.g., a leather bag stained from unapproved cleaners, shoes scuffed from hiking).
  • How to Start: Email [email protected] with your order number, the item(s) you want to return/exchange, and why (e.g., “Shoes too narrow,” “Bag color doesn’t match my wardrobe”). We’ll send a pre-paid return label (U.S. orders) or a return address (international orders) and step-by-step instructions.
  • Exchanges: If you need a different size/color (e.g., a larger pair of loafers, a tan tote instead of black), we’ll ship the replacement for free once we receive your return—subject to stock. For time-sensitive needs (e.g., a bag for a trip), we can prioritize shipping the new item first (just ask!).

3. Product Support & Style Advice

Our team isn’t just customer service—we’re fashion enthusiasts. Here’s how we help you make the most of your Aldoshoeu pieces:

  • Pre-Purchase Guidance: Unsure if a shoe runs true to size? (e.g., “Do the White Sneakers fit wide feet?”) Or if a bag is big enough for your daily essentials? Email us with your needs (e.g., “I need a work bag that fits a laptop”), and we’ll recommend the right style for you. We can even share styling tips—like which belt pairs best with your new loafers.
  • Post-Purchase Help: If you’re confused about caring for your items (e.g., how to clean suede shoes, how to store leather bags to prevent creasing), we’re here to help. We’ll share easy care guides (e.g., “5 Tips to Keep Your Sneakers White”) or suggest trusted products to extend your item’s life.
  • Warranty Support: Most Aldoshoeu pieces come with a 6–12 month warranty (details on product pages) covering defects in materials/workmanship (e.g., a shoe sole coming loose, a bag strap stitching unraveling). If your item fails under warranty, email us with photos of the issue and your order number—we’ll repair or replace it for free.

4. Damaged, Defective, or Incorrect Items

Mistakes or defects happen—but we fix them fast to keep your style on track:

  • Damaged in Transit: If your item arrives broken (e.g., a sunglasses frame bent, a shoe heel cracked), email us within 48 hours of delivery with photos of the damage and packaging. We’ll send a replacement for free (no need to return the damaged item—keep it for parts if you want!) or issue a full refund.
  • Defective Items: If your item has a defect (e.g., a bag zipper that won’t close, a shoe insole that peels) within 30 days of receipt, we’ll refund you in full—even if you’ve worn it a few times. Just email us with details and photos, and we’ll resolve it without hassle.
  • Wrong Item Sent: Got a pair of boots instead of the sneakers you ordered? Our bad. Email us with photos of the incorrect item, and we’ll:
  • Ship the correct item via expedited shipping (free of charge).
  • Let you keep the wrong item (donate it, or gift it!) or return it with a pre-paid label—your call.

5. Accessibility & Inclusivity

Style is for everyone. We strive to make our service accessible to all shoppers:

  • Size Inclusivity: If a shoe or bag doesn’t come in your size (e.g., wide-width shoes, plus-size accessory straps), email us—we track demand and often expand sizes based on customer requests.
  • Accessibility Support: If you need help navigating the site (e.g., reading product details, filtering styles by size), or placing an order (e.g., via phone), let us know. We’ll adapt to your needs to ensure you can shop for styles that make you feel confident.

6. Contact Us: How to Reach Us

We’re here when you need us—whether it’s a quick size question or a post-purchase concern:

  • Email: [email protected] (our main hub—replies within 24 hours weekdays).
  • Social Media: DM us on Instagram/Facebook for fast style advice (e.g., “Which bag goes with a little black dress?”) or order updates.
  • Phone: 1-XXX-ALDOSHOE (Monday–Friday, 9 AM–5 PM EST) for urgent requests (e.g., a shoe for a wedding this weekend).

When reaching out, include your order number (if applicable) and clear details—this helps us resolve your issue faster, so you can get back to rocking your Aldoshoeu style.

Our Promise

At Aldoshoeu, customer service isn’t just a policy—it’s a promise that we stand behind the pieces you wear to express yourself. We want you to shop with confidence, knowing if something’s not right, we’ll make it right. Because great style deserves great support.

— The Aldoshoeu Team