Aldoshnos Customer Service Policy: Support That Matches Your Style Journey

At Aldoshnos, we know great style doesn’t end with the perfect pair of shoes, bag, or accessory—it extends to every interaction you have with our brand. Our Customer Service Policy is designed to make your shopping experience as smooth, confident, and enjoyable as wearing your favorite Aldoshnos pieces. Whether you need help choosing the right size, tracking an order, or resolving a concern, our team is here to support you with care, clarity, and a focus on your needs.

1. How to Reach Us: Your Go-To Support Channels

We’ve made it easy to connect with our customer care team whenever you need assistance—no matter if you’re curious about a product, have a question about your order, or need styling advice.

Primary Contact: Email our dedicated team at [email protected]. We prioritize every inquiry and aim to respond within 24 business hours (Monday–Friday, 9:00 AM–6:00 PM GMT+8). For urgent matters (e.g., missing deliveries, last-minute order changes), include “URGENT” in your email subject line, and we’ll escalate your request.
Support Scope: Our team can help with:
Product details (e.g., shoe material, bag dimensions, accessory care instructions).
Sizing guidance (including fit tips for different footwear styles, like how our sneakers run vs. our loafers).
Order tracking, status updates, and delivery confirmations.
Returns, exchanges, or refunds (see Section 3 for details).
Styling suggestions (e.g., which bag pairs best with a specific shoe style, how to layer accessories for different occasions).

2. Order Management: From Checkout to Delivery

We want you to feel in control of your purchase every step of the way. Here’s how we handle order-related requests:

Order Confirmation: As soon as you place an order, you’ll receive a confirmation email with your order number, item details, shipping address, and estimated delivery date. If you don’t get this email within 1 hour, check your spam folder—or contact us at [email protected] to resend it.
Order Changes/Cancellations: We process orders quickly to get your items to you fast, but you may request changes (e.g., size, color, shipping address) or cancellations within 2 hours of placing your order. After this window, modifications may not be possible (your order may already be in production or packed for shipping). To request a change or cancellation, email us with your order number and the updated details.
Shipping Updates: Once your order ships, we’ll send a shipping confirmation email with a tracking link (powered by our trusted logistics partners). You can use this link to monitor your package’s journey—from our warehouse to your door. If tracking shows no updates for 3+ business days, or if your delivery is delayed beyond the estimated date, contact us, and we’ll investigate with the courier.

3. Returns & Exchanges: Confidence in Every Purchase

We want you to love your Aldoshnos pieces—but if something isn’t right, we make returns and exchanges simple.

3.1 Eligibility Rules

Return Window: You may return or exchange unworn, unused items within 30 days of delivery. Items must be in their original condition: tags attached, original packaging intact (e.g., shoe boxes, dust bags for accessories), and free of stains, scuffs, or damage (including wear from trying on—we ask that you try shoes on a clean, carpeted surface to avoid sole damage).
Ineligible Items: Custom or personalized items (e.g., monogrammed bags), final-sale items (marked “Final Sale” on the product page), and items with signs of use (e.g., scuffed shoe soles, stretched bag straps) cannot be returned or exchanged.

3.2 Step-by-Step Process

Initiate the Request: Email [email protected] with your order number, the item(s) you want to return/exchange, and the reason (e.g., “wrong size,” “style doesn’t match expectations”). For exchanges, include your preferred replacement size/color (if available).
Get Approval & Instructions: Our team will review your request within 24 hours. If approved, we’ll send a pre-paid return label (for domestic orders) or detailed return instructions (for international orders) to your email.
Ship the Item(s): Pack the item(s) securely (use the original packaging if possible) and attach the return label. Drop off the package at the designated courier location—keep the tracking number for your records.
Inspect & Finalize: Once we receive your return (typically 3–5 business days after you ship it), we’ll inspect the item(s) to ensure eligibility. For returns, we’ll process a refund to your original payment method within 2 business days. For exchanges, we’ll ship your replacement item for free (domestic orders) once the return is approved.

4. Defective or Damaged Items: We’ve Got You Covered

If your Aldoshnos item arrives defective (e.g., loose stitching on a bag, a broken shoe buckle) or damaged during shipping (e.g., a crushed shoe box, torn accessory packaging), we’ll make it right—no questions asked.

Report the Issue: Contact us within 48 hours of delivery with your order number and clear photos of the defect/damage (include shots of the item, packaging, and any tags).
Our Solution: We’ll offer a choice of:
A full refund to your original payment method.
A free replacement (if the item is in stock).
A store credit for the full purchase price (valid for 12 months).
No Extra Costs: We cover all return shipping fees for defective/damaged items (domestic and international) and ship replacements for free.

5. Size & Fit Support: Find Your Perfect Match

We know sizing can be tricky—especially for footwear and bags. To help you choose the right fit:

Size Guides: Every product page includes a detailed size guide (e.g., shoe size conversions, bag dimension charts). For shoes, we note if a style runs small/large (e.g., “This sneaker runs half a size large—we recommend sizing down”).
Personalized Help: If you’re unsure about sizing, email our team with your measurements (e.g., foot length for shoes, preferred bag capacity) or style preferences, and we’ll share tailored recommendations.

6. Privacy & Data Protection

Your trust matters to us. When you share information with our customer service team (e.g., your order details, contact information), we protect it in line with our Privacy Policy. We never share your personal data with third parties for marketing purposes, and we only use it to assist with your request.

7. Feedback: Help Us Improve

We’re always looking to make your Aldoshnos experience better. If you have suggestions for our customer service (e.g., how we can speed up responses, improve our return process) or want to share a positive experience, email us at [email protected]. Every piece of feedback helps us grow—and deliver better support to you.

Thank you for choosing Aldoshnos. We’re honored to be part of your style journey, and we’re here to support you every step of the way.