Customer Service Policy – Aldoshoer

At Aldoshoer, we know your shoes and bags are more than just accessories—they’re daily companions that carry you through meetings, errands, trips, and special moments. Whether you’re unsure about the size of a leather loafer, need tips to clean a canvas tote, want to return a sneaker that doesn’t fit, or have questions about a bag’s laptop storage, our team is here to make your experience smooth, helpful, and focused on you. This policy outlines our commitments to supporting every step of your Aldoshoer journey—from browsing our collection of women’s and men’s footwear and bags to post-purchase care.

1. Service Scope & Support Channels

We’re here to assist with every part of your Aldoshoer experience, whether you’re shopping for dress shoes for the office, a backpack for travel, or a crossbody bag for weekends. Our support covers:

Product Inquiries: Size guidance (e.g., “Do these men’s oxfords run true to size?”), material details (e.g., “Is this tote made of genuine leather or vegan leather?”), and functionality tips (e.g., “Will this backpack fit a 17-inch laptop?” or “Are these boots water-resistant for rain?”).
Order Support: Tracking updates, payment issues, delivery status, modifications to orders (e.g., changing the color of a sneaker, updating a shipping address for a gift bag).
Returns, Exchanges, and Refunds: Processing requests for items that don’t fit (e.g., a shoe that’s too narrow), lack durability (e.g., a bag strap that frays), or don’t match your needs (e.g., a sneaker without enough arch support).
Post-Purchase Help: Care and maintenance advice (e.g., “How do I polish leather dress shoes?” or “Can I machine wash this canvas tote?”), troubleshooting issues (e.g., “The zipper on my crossbody bag is stuck”), and repair guidance (e.g., “Where can I get the sole of my boots resoled?”).
Feedback or Suggestions: Sharing ideas for new styles (e.g., “More wide-width women’s boots”), reporting issues (e.g., “The insole of my sneakers wore down quickly”), or telling us about your experience with our products.

How to Connect with Us

Email: Our primary support channel is [email protected]. We respond to all emails within 24–48 business hours (excluding weekends and U.S. public holidays). For faster assistance, include your order number (if applicable) and specific details—e.g., “Question about Men’s Leather Oxfords (Size 10) – Order #78901” or “Need to return Women’s Canvas Tote (Natural Color)”.
Live Chat: For immediate questions (e.g., “Does this backpack have a water bottle pocket?” or “Are these espadrilles available in size 8?”), our live chat is available Monday to Friday, 9 AM–6 PM ET. Find the chat icon in the bottom right corner of our website—no account login required, so you can get quick answers while browsing.
Phone Support: For detailed consultations (e.g., choosing shoes for a wedding, resolving a complex return for a bulk order of work bags), call us at Monday to Friday, 10 AM–5 PM ET. Our team includes product experts who understand shoe fit, bag functionality, and material care—so you’ll get personalized advice, not just generic answers.
Style & Fit Consultations: Need help finding the perfect pair of shoes or bag? We offer free 20-minute virtual consultations. Email [email protected] to schedule—share your needs (e.g., “I need comfortable dress shoes for a week of meetings” or “A bag that fits my laptop and gym gear”) and we’ll recommend styles tailored to you.

2. Product & Order Support

Product Guidance for Shoes & Bags

Shopping for shoes and bags online can be tricky—fit, material feel, and functionality are hard to judge through a screen. Our team is trained to help you make confident choices:

Shoe Size & Fit Advice: We provide detailed size charts for every shoe style (with measurements for length, width, and heel height) and fit notes tailored to footwear type (e.g., “These women’s pointed-toe flats run slightly narrow—size up if you have wide feet” or “Men’s work boots have a roomy toe box, so order your usual size”). If you’re unsure, share your foot measurements (or past shoe size experiences, e.g., “I usually wear a size 9 in sneakers but 9.5 in dress shoes”) and we’ll recommend the right size. We also offer guidance on wide-width options (available for most shoe styles) and how to break in leather shoes without blisters.
Bag Size & Function Details: For bags, we share dimensions (length, width, height, strap drop) and real-world capacity notes (e.g., “This crossbody bag fits a phone, wallet, and lip balm—no tablet” or “The tote holds a 15-inch laptop, notebook, and water bottle with room to spare”). We also explain key features upfront (e.g., “The backpack has a hidden anti-theft pocket for passports” or “The clutch has a detachable chain strap for versatility”) to help you match the bag to your needs (e.g., travel, work, errands).
Material & Care Insights: We break down material specifics so you know exactly what to expect (e.g., “This leather tote is full-grain—develops a unique patina over time” or “These sneakers have mesh uppers that are machine-washable”). We also share care tips during consultations (e.g., “Use a suede brush on chukka boots to remove dirt” or “Avoid overstuffing the tote to prevent stretching the handles”) to help your items last longer.

Order Confirmation & Tracking

Order Confirmation: As soon as you place an order, you’ll receive an “Order Acknowledgment” email with your order number, product details (e.g., “Women’s Wide-Width Ankle Boots – Black, Size 9,” “Men’s Canvas Backpack – Gray”), shipping address, and total amount paid. If you don’t receive this email within 1 hour, check your spam folder—then contact us to resend it.
Shipping Updates: Once your order ships (typically within 1–3 business days), we’ll send a “Shipping Confirmation” email with a tracking link and carrier information (e.g., USPS, UPS). You can use this link to monitor your package’s progress in real time—from our warehouse to your door. We also offer order tracking directly on our website: go to “Track Order” in the header, enter your order number and email, and see the latest status (important for time-sensitive needs, like a bag for a trip or shoes for a special event).
Delay Notifications: If your order is delayed (e.g., high demand for a popular sneaker style, carrier disruptions from weather, or inventory shortages for a limited-edition bag), we’ll notify you via email within 2 business days. We’ll include a new estimated delivery date and, if applicable, a discount code for your next purchase (e.g., 15% off a future shoe or bag order) as a thank-you for your patience.

3. Returns & Exchanges

We want you to love your Aldoshoer shoes and bags—and if they don’t fit, function, or match your expectations, we make returns and exchanges easy. Our policy accounts for the unique needs of footwear (e.g., fit testing, break-in periods) and bags (e.g., capacity checks, hardware functionality).

Eligibility & Timelines

You may request a return or exchange within 60 days of delivery (as confirmed by the shipping carrier). This extended window gives you time to test the item: wear shoes indoors to check fit (without scuffing the soles), pack a bag to verify capacity, or test features like zippers and straps—so you can ensure it works for your lifestyle.
Items must meet the following conditions:
Unused/Unaltered Shoes: Must be in original packaging with all tags and shoe inserts (e.g., foam supports, dust bags) attached. The soles must be free of scuffs, dirt, or wear (we recommend wearing socks when testing indoors to avoid marks), and the leather/fabric must show no signs of damage (e.g., creases from over-wearing, stains from spills).
Unused/Unaltered Bags: Must be in original packaging with all tags, dust bags, and accessories (e.g., extra straps, keychains) attached. The bag must show no signs of use: no stretched-out straps, no scratches on hardware (zips, buckles), no marks from pens or spills, and no modifications (e.g., adding patches, trimming straps).
Lightly Used Items: Eligible only if you tested the item briefly (e.g., wore shoes once indoors for 30 minutes, used a bag once to carry a phone and wallet) and it shows no visible wear. Items used outdoors, worn for extended periods, or cleaned with non-recommended products are not eligible for return—unless they have a manufacturing defect.
Final Sale Items: Products marked “Final Sale” on the product page (e.g., clearance shoes, limited-edition bags, custom-engraved items) are non-returnable and non-exchangeable. Please check the product details before purchasing.

How to Start a Return/Exchange

Initiate Your Request: Use our online “Return Portal” (found under “My Account” > “Orders”) or email [email protected] with:

Your order number.
The items you want to return/exchange (e.g., “Women’s Platform Sneakers – White, Size 7,” “Men’s Leather Crossbody Bag – Brown”).
Reason for return/exchange (e.g., “Too narrow,” “Zipper gets stuck,” “Ordered the wrong color”).
For exchanges: Specify your desired size/color/style (if in stock—e.g., “Exchange white sneakers for black” or “Swap small tote for medium”).

Receive Approval & Instructions: Our team will review your request within 24 hours. If approved:

We’ll send a prepaid return shipping label (for U.S. orders) and a return address. For delicate items:
Shoes: Pack in the original shoe box (reinforced with tape if needed) and include all inserts to maintain shape. Wrap leather shoes in tissue paper to prevent scuffing.
Bags: Use the original dust bag (if provided) and stuff the bag with tissue paper to keep its structure—avoid folding straps or pressing hardware.
For lightly used items: We may ask for photos of the item (e.g., shoe soles, bag hardware) to confirm minimal wear before approving the return.

Ship the Items: Drop the package off at the designated carrier within 7 days of receiving the label—delays may result in your request being denied. Keep the return tracking number for your records.
Process Your Request:

Refunds: Issued to your original payment method within 5–7 business days of us receiving and inspecting the items.
Exchanges: Shipped for free (U.S. orders) as soon as we confirm the returned items are eligible. If your desired size/style is out of stock, we’ll offer a full refund or suggest a similar alternative (e.g., “The brown crossbody is out—try our black model, which has the same size and features”).

4. Post-Purchase Support & Care

Your Aldoshoer shoes and bags are designed to be used and loved—and we’re here to help you keep them in great shape:

Shoe Care Guidance: Every shoe order includes a care card with material-specific instructions (e.g., “Polish leather oxfords with neutral shoe polish every 2 weeks” or “Air out sneakers after use to prevent odor”). If you lose the card or have questions (e.g., “How do I remove salt stains from winter boots?”), email us—we’ll share step-by-step tips to avoid damaging the material (e.g., “Use a mixture of water and white vinegar for salt stains—avoid harsh cleaners”).
Bag Maintenance Tips: For bags, we provide guidance on cleaning (e.g., “Wipe vegan leather totes with a damp cloth and mild soap” or “Spot-clean canvas backpacks with a soft brush”) and preventing wear (e.g., “Avoid hanging the tote by its handles for long periods to prevent stretching” or “Store the clutch in its dust bag when not in use”). We also recommend products (e.g., leather protectant sprays, zipper lubricants) to extend your bag’s life.
Repair & Replacement Help: For minor issues (e.g., a loose stitch on a shoe, a stuck zipper on a bag), we can share DIY fixes (e.g., “Use a needle and thread to reinforce the shoe’s stitching” or “Apply beeswax to the zipper to loosen it”). For manufacturing defects (e.g., a shoe sole that detaches, a bag strap that tears), we’ll cover the cost of professional repairs—just send us a photo of the issue and the repair receipt. For irreparable items under our warranty (see Section 5), we’ll offer a replacement or refund.

5. Warranty & Defective Items

All Aldoshoer shoes and bags come with a 1-year warranty from the date of delivery, covering defects in materials or workmanship (e.g., broken zippers on bags, detached shoe soles, torn fabric, faulty hardware like buckles or shoe laces). The warranty does not cover:

Normal wear and tear (e.g., scuffed shoe soles from walking, frayed bag handles from regular use, faded fabric from sun exposure—this is expected with daily use, and we’ll share tips to minimize it).
Damage from improper use or care (e.g., wearing dress shoes for hiking, overstuffing a tote beyond its capacity, cleaning leather with harsh chemicals).
Damage from accidents (e.g., spilling coffee on a bag, dropping a shoe and cracking the heel).

How to File a Warranty Claim

Email [email protected] with:

Your order number and product details (e.g., “Women’s Suede Boots – Order #23456”).
Clear photos/videos of the defect (e.g., a close-up of a detached sole, a video of a broken bag zipper).
A brief description of the issue (e.g., “The sole came off after 2 months of wear” or “The zipper stopped working after using the bag 3 times”).

Our team will review your claim within 48 hours. If approved, we’ll offer one of the following solutions:

A free replacement (if the item is in stock).
A full refund (if the item is out of stock or the defect can’t be fixed).
A discount on a future purchase (if you prefer to keep the item and fix the defect yourself).

6. Feedback & Community

Your opinion helps us make better shoes and bags—and your stories make our work meaningful. Whether you loved a pair of sneakers, had a great experience with our team, or have ideas for improvement, we want to hear it:

Product Feedback: Tell us how your Aldoshoer items fit into your life (e.g., “These boots kept my feet dry during the rain!”) or what you love (or don’t love) about a style. We share this with our design team to refine future collections (e.g., adding more wide-width shoes, improving bag strap durability).
Service Input: Let us know if our team helped you find the perfect item (e.g., “The live chat rep recommended the right shoe size—thanks!”) or if there’s something we could do better.
Share Your Style: Tag us on social media with #MyAldoshoer to share photos of your shoes and bags in use (e.g., your tote at the office, your sneakers on a hike, your boots at a wedding). We feature our favorite posts on our blog and Instagram, and you’ll get a $20 gift card for your next purchase as a thank-you.

Final Note

At Aldoshoer, customer service isn’t just about fixing problems—it’s about being part of your journey with your shoes and bags. We know these items carry you through important moments: a job interview in dress shoes, a family trip with a backpack, a night out with a clutch. Whether you’re a first-time shopper or a longtime Aldoshoer fan, we’re committed to making your experience as easy and enjoyable as using a great pair of shoes or a well-made bag.

If you have questions about this policy, need help with an item or order, or just want to share your latest Aldoshoer find, reach out anytime via email ([email protected]), live chat, or phone. We’re here for you—every step of the way.

Thank you for choosing Aldoshoer. Here’s to shoes that fit, bags that work, and moments that matter.