Customer Service Policy for HEYDUDLY

At HEYDUDLY, we believe that exceptional customer service is just as important as the quality of our shoes. Our team is dedicated to ensuring your experience with us is positive, whether you have a question about an order, need help with a return, or want to learn more about our products. This policy outlines how we deliver support and what you can expect from our team.

1. Our Service Commitment

We strive to provide customer service that is:

  • Responsive: We aim to address your inquiries promptly.
  • Helpful: Our team is trained to offer clear, practical solutions to your questions or concerns.
  • Respectful: We treat every customer with courtesy and professionalism, regardless of the issue.

2. Contact Channels

The primary way to reach our customer service team is via email:

  • Email: Send your inquiry to [email protected]. This is the most efficient way to get support, as it allows us to track your request and provide detailed responses.

We may expand to additional contact channels (such as live chat) in the future, and we’ll update this policy if we do.

3. Response Times

We aim to respond to all email inquiries within 2 business days (Monday–Friday, excluding holidays). During peak periods (e.g., sales events or holiday seasons), response times may be slightly longer, but we’ll always prioritize urgent matters like lost shipments or damaged items.

4. Areas of Support

Our customer service team can assist with:

  • Order Inquiries: Tracking your shipment, checking order status, or updating order details (if possible before dispatch).
  • Product Questions: Information about sizing, materials, care instructions, or availability.
  • Returns and Refunds: Helping you initiate a return, providing return authorization numbers, or updating you on refund status.
  • Shipping Issues: Assisting with lost, delayed, or damaged shipments (as outlined in our Shipping Policy).
  • Account Support: Helping with account login problems, updating personal information, or resetting passwords.

5. How to Get the Best Support

To help us assist you quickly, please include the following information in your email:

  • Your full name.
  • Your order number (if the inquiry is related to a purchase).
  • A clear description of your question or issue, including relevant details (e.g., “My order #12345 was marked as delivered but I haven’t received it”).
  • Photos (if applicable, e.g., for damaged items or sizing concerns).

6. Escalation of Issues

If you feel your inquiry hasn’t been resolved to your satisfaction, you can request to have your case escalated to a senior customer service representative by replying to our initial response. We take all feedback seriously and will work to find a resolution.

7. Updates to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our support processes. The most current version will always be posted on our website, with the “last updated” date revised accordingly.

Thank you for choosing HEYDUDLY. We’re here to make your experience with us as smooth as possible—one step at a time.

Last updated: July 27, 2025