Customer Service Policy

At ALDO, exceptional customer service is at the core of our commitment to you. Whether you’re shopping for footwear, bags, or accessories, we strive to ensure your experience is seamless, supportive, and satisfying—from browsing our website to receiving your order and beyond. This policy outlines our service standards, how we assist you, and what you can expect when you reach out.

1. Our Commitment to You

We believe every interaction matters. Our customer service team is dedicated to:
  • Providing clear, accurate information about our products, orders, shipping, returns, and refunds.
  • Resolving issues promptly and fairly, with empathy and respect.
  • Ensuring transparency—keeping you informed at every step of your journey with us.

2. How to Reach Us

We offer multiple channels to connect with our team, designed to fit your preferences:
  • Email: Send inquiries to service@aldoshoesd.com for personalized support. This is our primary channel for order assistance, returns, product questions, and feedback.
  • Website: Use the “Contact Us” form in the footer of www.aldoshoesd.com to submit requests—we’ll respond via your provided email.
  • Mailing Address: For formal correspondence, write to us at 928 Wright Avenue, Toms River New Jersey 08753, United States.

3. Response Times

We prioritize timely communication to address your needs quickly:
  • Email and Form Inquiries: We aim to respond within 1-2 business days. For urgent matters (e.g., missing orders, damaged items), mark your email subject line with “Urgent” to expedite review.
  • Complex Issues: If your inquiry requires additional research (e.g., tracking a lost package or resolving a billing discrepancy), we’ll acknowledge your message within 24 hours and provide a timeline for resolution.

4. Support for Common Needs

Our team is trained to assist with a range of requests, including:
  • Order Help: Tracking updates, modifying/canceling orders (when possible), and resolving payment issues.
  • Product Questions: Sizing guidance, material details, availability checks, and style recommendations.
  • Shipping & Delivery: Addressing delays, undelivered orders, or carrier-related concerns (see our Shipping Policy for details).
  • Returns & Refunds: Guiding you through the return process, checking refund status, and resolving eligibility questions (see our Refund Policy for details).
  • Feedback & Suggestions: Listening to your input to improve our products, website, and services—we value your insights.

5. Service Standards

To ensure consistent quality, our team adheres to these principles:
  • Accuracy: Providing correct information about products, policies, and order status. If we make a mistake, we’ll correct it promptly and keep you informed.
  • Respect: Treating every customer with courtesy, regardless of the issue.
  • Accountability: Taking ownership of problems and following through until they’re resolved.
  • Accessibility: Making sure our support is easy to reach and understand, with clear language and step-by-step guidance.

6. Continuous Improvement

We regularly review customer feedback to enhance our service. If you have suggestions for how we can do better, please share them via email—your input helps us grow and better serve you.