Customer Service Policy – Heydudp

At Heydudp, we know a great pair of shoes starts with a great experience—whether you’re searching for the perfect fit for your commute, troubleshooting a sneaker’s break-in process, tracking an order, or returning boots that don’t feel right. Our team is here to support every step of your shoe journey, with guidance tailored to the unique needs of footwear shoppers (think sizing questions, comfort feedback, or care tips). This policy outlines our commitments to you, so you know exactly what to expect when you reach out.

1. Service Scope & Support Channels

We’re here to assist with every part of your Heydudp experience, including:

Product inquiries (size guidance, comfort details, style 适配，usage tips—e.g., “Do these loafers run true to size?” or “Will these hiking boots hold up in wet trails?”).
Order support (tracking updates, payment issues, delivery status, modifications to orders for sneakers, heels, or sandals).
Returns, exchanges, and refunds (for shoes that don’t fit, feel uncomfortable, or arrive damaged).
Post-purchase concerns (break-in advice, wear-and-tear questions, cleaning tips, or issues like loose stitching on boots).
Feedback or suggestions (requests for new shoe styles, improvements to existing designs—e.g., “Can you add wider widths to this sneaker line?”—or input on your shopping experience).

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 Wide-Width Commute Loafers – Order #78901” or “Need help with sneaker break-in discomfort”).
Live Chat: For immediate questions (e.g., “Are these sandals waterproof?” or “What’s the difference between the Regular and Wide fit?”), our live chat is available Monday to Friday, 9 AM–6 PM ET. You’ll find the chat icon in the bottom right corner of our website—no account login required, so you can get quick answers while browsing shoe styles.
Phone Support: For detailed guidance (e.g., finding the right hiking boot for flat feet, resolving a complex return), call us at Monday to Friday, 10 AM–5 PM ET. Our team includes shoe experts who understand fit, comfort, and design—so you’ll get advice tailored to your feet and lifestyle.
Follow-Up: For ongoing issues (e.g., resolving a return for ill-fitting heels, tracking a replacement pair of sneakers), we’ll assign a dedicated support representative to update you at each stage—so you never have to repeat your concern or wonder about progress.

2. Product & Order Support

Product Guidance for Footwear

We know choosing shoes online can be tricky—sizing varies by style, and comfort is personal. Our team is trained to help you make the right choice:

Sizing & Fit Advice: We’ll share detailed fit notes for every style (e.g., “These running shoes run half a size small—we recommend sizing up” or “The pointed-toe heels have a narrow toe box; wide-width feet may prefer the round-toe version”). We can also guide you through measuring your feet at home (using a simple tape measure) to match our size chart—critical for avoiding returns.
Comfort & Use Tips: We’ll answer questions about how shoes perform in real life (e.g., “Will these loafers stay comfortable for 8+ hours at work?” or “Do these sneakers need a break-in period?”). For active shoes, we’ll share details like arch support level (e.g., “Great for medium arches—add insoles if you have high arches”) or traction (e.g., “Perfect for city sidewalks, but not recommended for rocky trails”).
Style & Occasion Matching: Not sure if a pair fits your needs? We’ll help (e.g., “These leather boots are dressy enough for interviews but durable for weekend walks” or “The slip-on sneakers work with jeans, chinos, or even casual dresses”). We can also suggest complementary styles (e.g., “If you love these commute loafers, you’ll probably like our waterproof version for rainy days”).

If you’re between sizes or unsure about a style, reach out before purchasing—we’d rather help you choose right the first time than see you return a pair.

Order Confirmation & Tracking

Order Confirmation: As soon as you place an order, you’ll receive an “Order Acknowledgment” email with your order number, shoe details (e.g., “Wide-Width Hiking Boots – Size 10, Brown,” “Canvas Sneakers – Size 8.5, Black”), 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 second email with a tracking link and carrier information (e.g., USPS, UPS). You can use this link to monitor your shoes’ progress in real time—from our warehouse to your door. We also offer order tracking directly on our website: just 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 new pair for an upcoming trip).
Delay Notifications: If your order is delayed (e.g., due to high demand for a popular sneaker style, carrier disruptions from weather, or inventory shortages for wide-width boots), 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 order) as a thank-you for your patience.

3. Returns & Exchanges

We want you to love your Heydudp shoes—and if they don’t fit or feel right, we make returns and exchanges easy. Our policy accounts for the unique needs of footwear (like testing fit, break-in comfort, and wear).

Eligibility & Timelines

You may request a return or exchange within 45 days of delivery (as confirmed by the shipping carrier). This extended window gives you time to test the shoes (e.g., wear them around the house for a few hours, take short walks) and ensure they’re comfortable for your needs.
Shoes must meet the following conditions:
Unworn/unused shoes: Must be in original packaging with all tags, shoe inserts, and dust bags intact. The outsole (bottom of the shoe) must have no scuffs, dirt, or wear—this ensures the shoes are resalable.
Lightly worn shoes: Eligible only if you tested them briefly (e.g., wore them indoors for 1-2 hours) and they show no signs of wear (no creases in the upper, no marks on the sole, no damage to laces or straps). Shoes worn outdoors, on long walks, or with visible wear (e.g., scuffed toes, dirty soles) are not eligible for return—unless they have a manufacturing defect.
Final sale items (marked “Final Sale” on the product page, often including clearance styles, limited-edition sneakers, or custom-engraved shoes) 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 shoes you want to return/exchange (e.g., “Waterproof Boots – Size 9,” “Slip-On Loafers – Size 8”).
Reason for return/exchange (e.g., “Too narrow,” “Doesn’t fit my arches,” “Ordered the wrong color”).
For exchanges: Specify your desired size/color/style (if in stock—e.g., “Exchange size 9 boots for size 10” or “Swap black sneakers for white”).

Receive Approval & Instructions: We’ll 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 boots or bulky shoes, we recommend using the original box (reinforced with tape if needed) to protect them during transit.
For lightly worn shoes that don’t fit: We may ask for photos of the outsole (to confirm minimal wear) before approving the return—this helps us ensure fairness for all customers.

Ship the Shoes: Pack the shoes securely (use tissue paper or the original inserts to keep their shape) and attach the prepaid label. 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 shoes.
Exchanges: Shipped for free (U.S. orders) as soon as we confirm the returned shoes 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 black loafers are out—try our brown version, which has the same fit and comfort”).

4. Post-Purchase Support & Shoe Care

Shoes last longer with proper care—and we’re here to help you keep your Heydudp pairs in great shape:

Break-In Guidance: New shoes (especially leather styles or boots) can need a little time to adjust. We’ll share tips like “Wear thick socks for the first few wears to soften the leather” or “Add a heel pad if the back rubs slightly”—so you avoid blisters and discomfort.
Cleaning & Maintenance Tips: We’ll send a care guide with every order (e.g., “How to Clean Canvas Sneakers” for casual styles, “Leather Boot Care” for dress or hiking pairs) to help extend their life. If you have specific questions (e.g., “Can I machine-wash these slip-ons?” or “How do I remove salt stains from winter boots?”), email us—we’ll share step-by-step instructions.
Repair & Replacement Parts: For common issues (e.g., loose laces, worn-out insoles, or a broken zipper on boots), we offer affordable replacement parts. Email [email protected] with your shoe model and the part you need—we’ll help you find the right fit (e.g., “Replacement insoles for the Commute Loafers” or “New laces for the Hiking Boots”).

5. Warranty & Defective Shoes

All Heydudp shoes come with a 1-year manufacturer’s warranty from the date of delivery, covering defects in materials or workmanship (e.g., loose stitching, broken zippers, soles that peel off prematurely, or leather that cracks without wear). The warranty does not cover:

Normal wear and tear (e.g., scuffed soles from walking, creases in leather, or worn-down insoles—this is expected with regular use, and we’ll share tips to minimize it).
Damage from improper use or care (e.g., wearing canvas sneakers in deep mud, using harsh cleaners on leather, or overloading hiking boots with heavy gear).
Damage from accidents (e.g., shoes stepped on, spilled on, or damaged in transit after delivery).
Shoes modified by the user (e.g., cutting laces too short, adding non-Heydudp insoles that damage the shoe).

How to File a Warranty Claim

Email [email protected] with:

Your order number and shoe model.
Clear photos/videos of the defect (e.g., a close-up of loose stitching, a video of the sole peeling, or a photo of cracked leather).
A brief description of the issue (e.g., “The sole started peeling after 2 months of wear” or “The zipper broke on the first use”).

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

A free replacement pair of the same style/size (if in stock).
A free repair (for fixable issues like re-stitching or replacing a zipper).
A partial refund (if replacement/repair isn’t feasible, based on the shoe’s age and defect severity).

6. Feedback & Shoe Lover Community

Your opinion helps us make better shoes—and grow our community of Heydudp wearers. Whether you loved a pair, had a great experience with our team, or have ideas for improvement, we want to hear it:

Product Feedback: Tell us how your shoes perform (e.g., “These sneakers are still comfortable after 6 months of daily wear!” or “The wide-width boots fit my feet perfectly”). We share this with our design team to refine future styles (e.g., adding more support to a sneaker line).
Service Input: Let us know if our team helped you find the right fit or solve a problem (e.g., “The live chat rep helped me choose the perfect hiking boots for my trip!”) or if there’s something we could do better.
Shoe Stories: Share photos of your Heydudp shoes in action (e.g., “Wore these loafers to my new job!” or “Hiked 10 miles in these boots—no blisters!”). We feature our favorite stories on our blog and social media, and you’ll get a shoutout plus a discount for your next order.

Final Note

At Heydudp, customer service isn’t just about fixing problems—it’s about helping you find shoes that make every step easier. We’re shoe lovers too, so we know how important fit, comfort, and style are. Whether you’re a first-time shopper or a longtime Heydudp fan, we’re committed to making your experience as smooth as a well-worn pair of sneakers.

If you have questions about this policy, need help with shoes or an order, or just want to share your latest shoe 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 Heydudp. Here’s to comfortable, stylish shoes for all your journeys!