Customer Service Policy

Customer Service Policy - Uniqueshoehub

At Uniqueshoehub, we’re dedicated to providing exceptional support for every step of your shopping journey—whether you’re exploring our premium snow boots, trendy Martin boots, or everyday casual shoes. Our customer service team is here to ensure your experience is smooth, informed, and satisfying, from pre-purchase questions to post-delivery assistance. This policy outlines our service standards, support scope, and how to connect with us.

1. Our Service Mission

We believe great customer service is as essential as the quality of our shoes. Our team is trained to:
  • Deliver accurate, personalized guidance to help you find the right fit, style, and function (e.g., recommending snow boots for extreme cold or Martin boots for daily wear).
  • Resolve issues promptly and fairly, prioritizing your needs and satisfaction.
  • Protect your privacy and handle your personal information securely (in line with our Privacy Policy).
  • Learn from your feedback to continuously improve our products and service.

2. Scope of Customer Service Support

We offer assistance for all aspects of your shopping experience, including (but not limited to):

2.1 Pre-Purchase Guidance

  • Sizing help: Explaining our size guide, sharing fit tips (e.g., "our Martin boots run slightly narrow—we recommend sizing up half a size"), and answering questions about shoe width or insulation (for snow boots).
  • Product details: Providing information on materials (e.g., "this casual shoe uses water-resistant canvas"), care instructions (e.g., "how to clean stainless steel hardware on Martin boots"), and style compatibility.
  • Availability checks: Confirming stock for popular items (especially seasonal snow boots) or updating you on pre-order timelines.

2.2 Order Assistance

  • Tracking updates: Helping you locate your order, interpret tracking statuses, or resolve delays (e.g., customs holds for international shipments).
  • Order modifications: Assisting with address changes (if your order hasn’t shipped yet) or cancelations (per our Terms of Purchase).
  • Payment support: Troubleshooting declined payments, explaining billing charges, or confirming payment processing.

2.3 Post-Delivery Support

  • Return/refund guidance: Walking you through the return process, issuing Return Authorization (RA) numbers, and updating you on refund status (per our Terms of Purchase).
  • Defect/damage resolution: Addressing issues like broken zippers, faulty soles, or transit damage—arranging replacements or refunds (with free return shipping for eligible cases).
  • Exchanges: Helping you swap sizes, colors, or styles (subject to stock availability) within the 60-day return window.

2.4 General Inquiries

  • Policy clarifications: Explaining our shipping, return, or privacy policies.
  • Feedback handling: Listening to your comments (positive or constructive) and using them to improve our service.
  • Product recommendations: Suggesting shoes based on your needs (e.g., "waterproof snow boots for hiking" or "slip-on casual shoes for travel").

3. Contact Channels

We offer convenient ways to reach our team—choose the option that works best for you:

3.1 Email Support (Primary Channel)

For detailed inquiries or requests that require documentation (e.g., photos of damaged shoes), email us at:
To help us assist you faster, include your order number (if applicable), full name, and a clear description of your request (e.g., "size question for snow boot style #SH123" or "return request for order #ORD456").

3.2 Additional Support (Coming Soon)

We’re expanding our support channels to better serve you. Stay tuned for updates on live chat (for real-time sizing or order questions) and phone support—we’ll announce these on our website and via email once available.

4. Response Time Standards

We understand timely support matters, so we adhere to these guidelines:
  • Email Inquiries: We aim to respond to all emails within 2-3 business days (excluding weekends, public holidays, and peak seasons like winter or Black Friday, when response times may extend to 4 business days).
  • Urgent Issues: For time-sensitive matters (e.g., a missing order that was supposed to arrive for a trip, or a defective snow boot before a snowstorm), we prioritize resolution and may follow up with additional updates within 24 hours.
  • Complex Cases: If your inquiry requires coordination (e.g., checking stock with our warehouse or confirming a replacement), we’ll send an initial acknowledgment within 24 hours to let you know we’re working on it, followed by a detailed update within 3-5 business days.

5. Handling Complaints

We take all concerns seriously and resolve them with transparency:
  1. Acknowledgment: When you submit a complaint, we’ll confirm receipt within 24 hours and assign a dedicated team member to your case.
  1. Investigation: We’ll gather necessary details (order records, photos, carrier updates) to understand the issue fully.
  1. Resolution: We’ll propose a fair solution (e.g., a free replacement, expedited shipping for a new order, or a full refund) within 3-5 business days. If you’re not satisfied with the first offer, we’ll work with you to find an alternative that meets your needs.
  1. Follow-Up: After resolving your issue, we may send a short follow-up email to ensure you’re happy with the outcome and to address any remaining questions.

6. Privacy and Data Protection

When you contact our team, we may collect personal information (e.g., your name, email, order details) to assist you. We handle this data in compliance with our Privacy Policy—your information will never be shared with third parties without your consent, and we only use it to resolve your request and improve our service.

7. Policy Updates

We may update this Customer Service Policy to reflect changes in our support channels, response times, or service scope. Any revisions will be posted on this page with an updated "Last Revised" date. We encourage you to review this policy periodically to stay informed about how we support you.
Thank you for choosing Uniqueshoehub. We’re honored to be part of your shoe journey—and we’re here to make sure every step is a great one.