Customer Service Policy
At ALDO, we believe exceptional customer service is as essential as our on-trend footwear, bags, and accessories. Our Customer Service Policy is designed to ensure every interaction with our team is helpful, transparent, and focused on meeting your needs—whether you’re shopping, tracking an order, or seeking support after purchase. We aim to give you the confidence to shop and engage with us seamlessly, every step of the way.
1. Our Service Mission
Our core promise to you is simple: To provide personalized, timely support that aligns with our brand values of style, comfort, and reliability. We strive to:
- Listen to your questions, concerns, and feedback with care;
- Resolve issues efficiently and fairly, with clear communication at every stage;
- Empower you to make informed decisions about our products and services.
2. Core Customer Service Commitments
We stand behind the following guarantees to deliver consistent, high-quality support:
a. Order Support
- Order Inquiries: Whether you need to check the status of an order, update shipping details, or cancel an unshipped order, our team will assist you promptly. Simply provide your order number (found in your confirmation email) for faster service.
- Order Modifications/Cancellations: Unshipped orders can be modified (e.g., update address) or canceled within 24 hours of placement. We’ll confirm changes via email, and if a cancellation is approved, refunds are processed within 5–10 business days (per our Refund Policy).
b. Shipping & Delivery Support
- We’ll help track your order once it ships (you’ll receive a tracking number via email) and resolve delivery issues—such as delayed, lost, or misdelivered packages.
- If your order is held up by shipping disruptions (e.g., carrier delays, address errors), we’ll work with our logistics partners to find a solution (e.g., reshipment, refund) at no unnecessary cost to you.
c. Returns & Refunds Support
- We guide you through every step of the return process (per our Refund Policy), including issuing Return Authorization (RA) numbers, answering questions about eligibility, and following up on refund status.
- If you encounter delays in refund processing, our team will investigate and update you within 1 business day of your inquiry.
d. Product Support
- Sizing & Fit: We provide detailed size guides for all footwear and accessories, and our team can offer personalized fit recommendations based on your needs (e.g., “wide-fit options for boots”).
- Product Care & Details: We share tips for maintaining your ALDO items (e.g., cleaning leather bags, caring for suede shoes) and clarify product details (e.g., material composition, warranty coverage for defects).
3. How to Reach Our Customer Service Team
We offer multiple convenient channels to connect with us—choose the one that works best for your needs:
| Channel | Details & Availability |
|---|---|
| [email protected]Best for: Detailed inquiries (order issues, returns, product questions).Response time: 1–2 business days (we prioritize urgent requests, e.g., missing orders). | |
| Phone | (213) 555-6789Best for: Quick questions or urgent support (e.g., expedited order updates).Hours: 9:00 AM – 5:00 PM PT, Monday–Friday (messages left outside hours are returned next business day). |
| Mailing Address | 339 Main AvenueLos Angeles, CA 90001United StatesBest for: Formal correspondence (e.g., written feedback, returns with documentation).Response time: 3–5 business days (we’ll follow up via email or mail). |
4. Support for Special Needs
We are committed to making our customer service accessible to all:
- Accessibility Assistance: If you require support in an alternative format (e.g., large-print information, verbal guidance for visual impairments), please mention this in your inquiry—our team will adapt to your needs.
- Gift Services: Need help with gift wrapping requests, gift receipts, or adjusting a gift order? We’ll coordinate to ensure your gift arrives as intended.
5. How We Improve Our Service
Your feedback shapes our customer service:
- Feedback Collection: After resolving your issue, we may send a short survey to ask about your experience—your input helps us identify areas to improve (e.g., faster response times, clearer return instructions).
- Issue Follow-Up: If you’re not satisfied with the resolution to your problem, ask to escalate your inquiry to a senior support team member. We’ll revisit your case and work to find a better solution.
At ALDO, your satisfaction is our priority. If you ever have questions or need help, don’t hesitate to reach out—we’re here for you.