Customer Service Policy

Customer Service Policy for Redwingshoen

At Redwingshoen, we are dedicated to delivering exceptional customer service to ensure your shopping experience for work boots and lifestyle heritage footwear (for men and women) is seamless, satisfying, and free of hassle. This Customer Service Policy outlines our commitment to supporting you with inquiries, concerns, and requests, as well as the service standards you can rely on from our team—whether you’re seeking help with boot sizing or resolving a post-purchase issue.
  1. Our Commitment
We strive to provide friendly, professional, and efficient service to every customer who chooses our work boots and lifestyle heritage footwear. Our core goal is to address your needs promptly, resolve issues effectively, and make you feel valued at every stage of your interaction with Redwingshoen. Whether you have questions about product durability (e.g., work boot sole strength), order status (including our 1-3 day processing timeline), shipping details, 60-day returns, or any other matters related to your footwear purchase, our team is here to offer clear, helpful support.
  1. Contact Channels
You can connect with our customer service team through the following primary channel, tailored to handle all your work boot and heritage footwear-related needs:
  • Email: Send your inquiries, requests, or feedback to [email protected]. This channel supports all customer needs, including order updates (e.g., tracking your work boot order), product questions (e.g., work boot safety features, heritage shoe material care, sizing guides for men’s/women’s styles), return initiations (for 60-day return requests), refund status checks (for 5-10 day refund timelines), and post-purchase support (e.g., how to break in new work boots).
  1. Response Time
We aim to respond to all email inquiries within 1-2 business days (Monday to Friday, excluding weekends and major holidays). This timeline allows us to thoroughly review your request—whether it’s about a heritage shoe’s leather care, a work boot’s steel-toe certification, or the status of your 60-day return—and provide a detailed, accurate response.
For urgent matters (e.g., lost packages containing your work boots/heritage footwear, incorrect delivery of items, or time-sensitive concerns related to a work-related boot purchase), we prioritize resolution and may respond sooner whenever possible.
  1. Areas of Assistance
Our customer service team is equipped to help with a wide range of topics related to our work boots, lifestyle heritage footwear, and your shopping journey, including but not limited to:
  • Order Inquiries: Tracking the status of your footwear order, updating shipping addresses (only before shipment), canceling eligible orders, and clarifying order details (e.g., product style, size, quantity, total amount in USD).
  • Product Information: Providing details about work boot and heritage footwear specifications (e.g., work boot sole thickness, heritage shoe leather type, men’s/women’s size conversions), care instructions (e.g., how to clean waterproof work boots, how to condition heritage leather shoes), product availability (e.g., restock timelines for popular work boot styles), and suitability (e.g., which work boots meet industrial safety standards, which heritage styles fit wide/narrow feet).
  • Shipping & Delivery: Answering questions about our 1-3 day order processing time, 6-12 day delivery timeline, sharing tracking numbers to monitor delivery, resolving delivery issues (e.g., delays, missing items), explaining customs procedures for international orders (note: Redwingshoen covers global shipping costs, but customs duties/import taxes are the customer’s responsibility), and addressing undelivered order concerns (especially for heavy work boot orders requiring signature).
  • Returns & Refunds: Guiding you through the 60-day return process for work boots and heritage footwear (including eligibility criteria: unused, unworn, undamaged items in original packaging—e.g., no scuffed work boot soles, no stretched heritage shoe uppers), explaining refund policies (e.g., 5-10 day refund timeline to your original payment method), updating you on the status of returned items or refunds, and assisting with exchange requests (e.g., swapping a work boot size for a better fit).
  • Account Support: Assisting with account creation (to track orders, save favorite work boot/heritage styles), password resets, and updating account information (e.g., shipping addresses, contact details) for a smoother shopping experience.
  • Feedback & Complaints: Listening to your feedback on our products (e.g., suggestions for work boot comfort improvements, feedback on heritage shoe design) or service, addressing concerns (e.g., defective work boot zippers, damaged heritage shoe stitching), and working to resolve issues to your satisfaction—whether it’s arranging a replacement, initiating a refund, or sharing your feedback with our product team for improvement.
  1. How to Reach Us Effectively
To help us assist you quickly and accurately—especially for matters related to your work boots or heritage footwear—please include the following information in your email whenever possible:
  • Your full name and contact details (email address and phone number, if applicable).
  • Your order number (found in your order confirmation email) for order-related inquiries (e.g., tracking, returns, refunds).
  • A clear description of your issue or question, including key details (e.g., product name/style/size, order date, delivery date, or tracking number).
  • Photos or screenshots (if applicable) to illustrate the issue (e.g., damage to a work boot’s toe cap, incorrect heritage shoe size received, packaging defects).
  1. Escalation Process
If you are not satisfied with the initial response to your inquiry—whether it’s about a work boot’s quality, a heritage footwear delivery issue, or a refund delay—you may request to escalate your case to a senior customer service representative. Simply reply to the original email, and we will ensure your concern is reviewed by a team member with additional authority to resolve complex issues related to our footwear or service. We aim to resolve escalated matters within 3 business days.
  1. Feedback & Improvement
We value your feedback as it helps us enhance our work boots, lifestyle heritage footwear, services, and overall shopping experience. If you have suggestions (e.g., new work boot safety features you’d like to see, heritage shoe colors to add), compliments (on a work boot’s durability or a heritage shoe’s comfort), or complaints, please share them via [email protected]. We regularly review customer feedback to refine our product offerings, address recurring issues (e.g., improving work boot break-in comfort), and ensure we continue to meet your expectations for high-quality footwear.
  1. Availability
Our customer service team operates during standard business hours (Monday to Friday, 9:00 AM – 6:00 PM, local time), but emails related to work boots and heritage footwear are monitored regularly. While we may not respond outside of business hours, weekends, or major holidays, we will address your inquiry as soon as possible during the next business day.
Thank you for choosing Redwingshoen for your work boot and lifestyle heritage footwear needs. We are committed to making your shopping experience exceptional, and our customer service team is here to support you every step of the way.