Customer Service Policy

Customer Service Policy

At Heydudemalls, we are committed to providing every customer with professional, efficient, and considerate service throughout your shopping journey. Your satisfaction is the cornerstone of our development, and we formulate this customer service policy to clarify our service commitments and ensure you enjoy a worry-free shopping experience.

1. Service Commitment

We uphold the principle of "Customer First" and strive to meet your needs in all aspects. Our service team is professionally trained to provide you with accurate product information, reasonable shopping suggestions, and timely after-sales solutions. We are dedicated to resolving any problems you encounter during shopping, pre-sales consultation, and post-purchase use with a sincere attitude.

2. Consultation Channels & Response Time

To facilitate your contact with us, we provide the following consultation channel:
Response commitment: We will reply to your email within 24 working hours (Monday to Friday, excluding public holidays). For urgent matters, we will prioritize processing to ensure you get a timely response.

3. Order Processing & Shipment

After you place an order successfully, our team will verify the order information (including product model, size, shipping address, etc.) within 1-2 working hours. We will arrange shipment within 2-3 working days for in-stock products. For pre-order or out-of-stock products, we will clearly indicate the expected shipment time on the product detail page and keep you updated on the order progress via email if there is any change.
You can check the order status and logistics information through the "My Orders" section on our website at any time. If you have special requirements for order processing or shipment, please contact us in advance, and we will try our best to coordinate.

4. Return & Exchange Policy

We support return and exchange services for products that meet the following conditions (in line with relevant consumer rights protection regulations):
  • The product is unused, undamaged, and keeps the original packaging and tags (no signs of wear, stains, or modification).
  • The return or exchange application is submitted within 30 days from the date of receipt of the product.
  • The product has no quality problems caused by human factors (such as improper use, collision, etc.).
Return & exchange process:
  1. Contact us via email ([email protected]) and explain the reason for return or exchange, and attach photos of the product (if necessary).
  2. After our team verifies and agrees to the return or exchange, we will issue a return authorization and inform you of the return address and related matters.
  3. Please send the product back to the designated address within 7 days after obtaining the return authorization, and keep the logistics order number for inquiry.
  4. We will inspect the returned product within 3-5 working days after receiving it. If it meets the return and exchange conditions, we will process the refund or send the replacement product within 2-3 working days.
Note: For returns due to non-product quality problems (such as inappropriate size, dislike the style), the round-trip logistics cost shall be borne by the customer; for returns due to product quality problems, we will bear the corresponding logistics cost (please keep the logistics invoice).

5. Product Quality Assurance & After-Sales Maintenance

All products sold on Heydudemalls undergo strict quality inspection before leaving the factory, and we provide a quality guarantee period of 90 days from the date of receipt for all footwear products. During the guarantee period, if the product has non-human-induced quality problems (such as broken soles, degumming, damage to zippers, etc.), please contact us with the order information and product quality problem photos. We will provide solutions such as free repair, replacement, or refund according to the severity of the problem.
For product maintenance beyond the guarantee period, we can provide paid maintenance services (the maintenance cost will be quoted according to the actual damage situation), and we will clearly inform you of the maintenance plan and cost before processing.

6. Privacy Protection

We attach great importance to the protection of your personal information. All personal data (such as name, contact information, shipping address, etc.) collected during your shopping on our website will only be used for order processing, service provision, and information notification. We will not disclose your personal information to any third party without your permission (except as required by laws and regulations).

7. Complaint Handling

If you are not satisfied with our service or have complaints, please contact us via email ([email protected]) and describe the specific situation in detail. Our after-sales supervisor will be responsible for following up and handling your complaint, and give you a formal handling result within 3 working days. We will take your opinions seriously, continuously optimize our service process, and improve service quality.
This customer service policy is applicable to all shopping behaviors on Heydudemalls. We reserve the right to adjust and update this policy appropriately according to changes in laws, regulations and business conditions. The updated policy will be posted on our website in a prominent position, and the update will take effect from the date of posting. If you have any questions about this policy, please feel free to contact us.
Heydudemalls Team