Customer Service Policy for Heydudt

Last Updated: 2025.09.13

At Heydudt, we don’t just sell lightweight, comfortable, stylish, and affordable shoes for men and women—we’re committed to supporting you at every step of your shopping journey. Whether you have questions about sizing, need help with an order, or want to resolve a post-purchase issue, our customer service team is here to provide friendly, efficient, and transparent support. This Customer Service Policy outlines how we assist you, the channels you can use to reach us, and what you can expect from our team. By engaging with Heydudt (www.heydudt.com), you agree to the terms and processes outlined below.

1. Our Customer Service Mission

Our goal is to make your experience with Heydudt as smooth as our shoes feel. We strive to:

  • Respond to your inquiries quickly and clearly, with no automated runarounds.
  • Resolve issues fairly—whether it’s a sizing mix-up, shipping delay, or product concern.
  • Listen to your feedback to improve our shoes, website, and service.
  • Treat every customer with respect, regardless of the issue or request.

2. How to Contact Us

We offer a primary, reliable channel for customer service to ensure your inquiries are tracked and resolved efficiently. For all questions, concerns, or requests, please reach out via:

This is our preferred and most responsive channel. When emailing, please include:

  • Your full name (as it appears on your order, if applicable).
  • Your order number (if the inquiry relates to a purchase—found in your order confirmation email).
  • A clear, detailed description of your request (e.g., “Sizing question for Men’s Canvas Sneakers,” “Missing tracking update for Order #12345”).
  • Optional: Photos (e.g., of damaged shoes, incorrect items) to help us resolve the issue faster.

Note: At this time, we do not offer phone support or live chat—email allows us to document your inquiry, share necessary details (like return labels or tracking links), and ensure consistency in our responses. We prioritize email to avoid long wait times and ensure no request falls through the cracks.

3. Service Hours & Response Times

We aim to get back to you as soon as possible, even outside standard business hours. Here’s our typical response timeline:

  • Standard Inquiries: We respond to all non-urgent emails (e.g., sizing questions, product details, general feedback) within 1–2 business days (business days exclude weekends, public holidays, and peak periods like Black Friday/Cyber Monday or new collection launches).
  • Urgent Issues: For time-sensitive concerns (e.g., lost packages, damaged deliveries, order cancellations), we prioritize responses and aim to get back to you within 24 hours of receiving your email.
  • Peak Period Notes: During high-demand times (e.g., holiday shopping, post-promo order surges), response times may extend to 3 business days. We’ll add a notice to our website homepage if delays are expected, and we’ll acknowledge your email within 24 hours to confirm we’ve received it.

4. What We Can Help You With

Our customer service team is trained to assist with all aspects of your Heydudt experience, including:

A. Pre-Purchase Support

  • Sizing guidance (e.g., “Do your Women’s Slip-On Shoes run true to size?”).
  • Product details (e.g., materials, color options, care instructions for lightweight fabrics).
  • Order-related questions (e.g., “Can I add a second pair to my pending order?”).
  • Shipping policy clarifications (e.g., “Will my order to Australia arrive in 6–12 days?”).

B. Order & Shipping Assistance

  • Tracking updates (e.g., “My tracking link isn’t working—can you help?”).
  • Address changes (within 24 hours of ordering, per our Shipping Policy).
  • Order cancellations (before your order ships—see our Refund Policy for details).
  • Missing, lost, or undelivered packages (helping file carrier investigations, arranging replacements or refunds).
  • Damaged deliveries (assisting with replacement orders or refunds, no return required for damaged items).

C. Returns & Refunds

  • Initiating return requests (sending prepaid global return labels).
  • Checking refund status (e.g., “When will my refund for Order #67890 appear?”).
  • Resolving refund issues (e.g., “My refund hasn’t posted after 10 days—what should I do?”).
  • Clarifying return eligibility (e.g., “Is this Final Sale item eligible for a refund?”).

D. Account & Feedback

  • Help with account issues (e.g., “I can’t log into my Heydudt account”).
  • Feedback submissions (e.g., “I loved the comfort of your shoes—here’s a suggestion for the next collection”).
  • Complaints or concerns (we’ll listen, apologize if we made a mistake, and work to make it right).

5. What We Can’t Assist With

To ensure we focus on supporting Heydudt customers effectively, we cannot help with:

  • Third-party product inquiries (e.g., shoes not purchased from www.heydudt.com).
  • Customs duties or taxes (we can guide you to check with your local customs office, but we do not control or cover these fees—see our Shipping Policy).
  • Issues with payment processors (e.g., “My credit card was charged twice”—we’ll work with you to confirm our records, but you may need to contact your bank or PayPal directly for duplicate charge resolution).
  • Unauthorized returns or refunds (e.g., returns outside the 60-day window, damaged items caused by wear and tear).

6. How We Resolve Issues

We follow a simple, customer-first process to resolve concerns:

  1. Acknowledge: We’ll send a confirmation email within 24 hours of receiving your inquiry to let you know we’re working on it.
  2. Investigate: For order or shipping issues, we’ll check our records, coordinate with carriers (if needed), and gather any necessary details (e.g., tracking updates, warehouse logs).
  3. Respond: We’ll share a clear solution—whether it’s a sizing chart, a replacement order, a refund, or a prepaid return label. We’ll explain next steps (if any) and answer any follow-up questions you have.
  4. Follow Up: If your issue requires multiple steps (e.g., waiting for a carrier investigation), we’ll check in with you every 3–5 days to update you on progress. Once resolved, we’ll send a final email to confirm you’re satisfied.

7. Feedback & How We Use It

Your feedback helps us make Heydudt better—and we take it seriously. Here’s how we use your input:

  • Product Improvements: If multiple customers mention a sizing issue or suggest a material change, we’ll share that feedback with our design team to refine future shoe collections.
  • Service Enhancements: If you note a delay in responses or a confusing process (e.g., “The return label link didn’t work”), we’ll fix those issues to improve the experience for all customers.
  • Transparency: If we receive repeated questions about a specific policy (e.g., “Do you ship to Iceland?”), we’ll update our website FAQs or policy pages to make that information more accessible.

You can share feedback via [email protected].

8. Changes to This Customer Service Policy

We may update this policy to reflect changes in our support channels (e.g., adding live chat in the future) or response times. When we make changes, we’ll revise the “Last Updated” date at the top of this page and post the new policy on our website. Your continued engagement with Heydudt after changes are posted means you accept the updated terms.

For the most current version of our Customer Service Policy, visit www.heydudt.com/customer-service-policy.

9. Final Note

At Heydudt, we believe great customer service is as important as great shoes. If you ever feel we haven’t met your expectations, please let us know—we’ll do our best to make it right.

— The Heydudt Customer Service Team