Customer Service Policy

Redwingshoesn Customer Service Policy

At Redwingshoesn, we believe exceptional customer service is as essential as the durability and heritage of the work boots and lifestyle footwear we offer. Whether you’re shopping for a pair of rugged work boots for long job site days or a classic heritage style for everyday wear, our team is dedicated to supporting you at every stage of your journey—from pre-purchase questions to post-delivery care. Below is a clear outline of our service commitments to ensure a smooth, trusted experience.

1. Pre-Purchase Support: Find Your Perfect Fit

We want you to feel confident in choosing footwear that matches your needs, which is why our team is ready to assist with:
  • Product & Task-Specific Guidance: Unsure which work boot offers the right protection (e.g., steel-toe for construction, oil-resistant soles for mechanics) or which heritage style complements your wardrobe? Email us, and we’ll share detailed specs, material breakdowns, and even customer feedback tailored to your use case.
  • Sizing & Fit Advice: Work boots and leather heritage shoes often have unique fit characteristics (e.g., break-in periods for full-grain leather). We’ll provide size charts, fit tips (e.g., “size up if you wear thick work socks”), and help you avoid common sizing mistakes—just share your foot measurements or usual shoe size.
  • Heritage & Craftsmanship Inquiries: Curious about the history of a heritage style or the craftsmanship behind our durable materials? We’re happy to share stories about design origins and manufacturing processes, so you know the value of what you’re buying.

2. Order & Delivery Support: Stay Informed Every Step

Once you place an order, we keep you updated to eliminate uncertainty:
  • Order Confirmation: Within 24 hours of purchase, you’ll receive an email with your order number, item details, and total. If you don’t see it, check your spam folder—or contact us for a resend.
  • Shipping Updates: As soon as your footwear ships, we’ll send a tracking link to monitor delivery progress. Most orders arrive within 5–10 business days, but we’ll notify you immediately if there are delays (e.g., stock shortages for a popular work boot style).
  • Missing or Damaged Deliveries: If your order arrives with missing items or damaged footwear (e.g., a scuffed leather boot, a defective work boot sole), notify us within 48 hours of delivery. Include photos of the issue and your order number, and we’ll arrange a free replacement or full refund—no extra steps required.

3. Returns & Exchanges: Flexible, Hassle-Free Process

We understand that even with careful planning, footwear might not fit or meet expectations. Our policy is designed to be fair and straightforward:
  • Eligibility: Items must be unused, unworn, and in their original condition (intact tags, original packaging, no signs of wear like scuffed soles or stretched leather) to qualify for returns or exchanges. Returns must be requested within 30 days of delivery.
    • Exception: Customized work boots (e.g., personalized safety features) are non-returnable unless defective.
  • How to Request: Email [email protected] with the subject line “Return/Exchange ” and include:
    • Your full name, order number, and the product name/size.
    • Reason for return/exchange (e.g., “too small,” “needs a steel-toe instead”).
    • For exchanges: Your preferred new size/style (if in stock).
  • Free Return Shipping: We’ll send a prepaid shipping label (domestic orders) within 12 business hours—just affix it to your package and drop it off at the designated carrier. For international orders, we provide return instructions, and you’ll cover shipping costs (we recommend tracked delivery to avoid loss).
  • Processing Time: Once we receive and inspect your return (2–3 business days), refunds are issued to your original payment method within 5–7 business days. Exchanges ship out within 1–2 business days if the requested item is in stock.

4. Post-Purchase Care: Extend the Life of Your Footwear

Our commitment doesn’t end when you receive your boots or shoes—we want to help them last:
  • Care Tips & Maintenance: Need advice on conditioning leather heritage shoes, cleaning work boot soles, or extending the life of steel-toe inserts? Email us, and we’ll share brand-recommended care routines (e.g., “use beeswax conditioner for full-grain leather work boots”).
  • Warranty Support: Many of our work boots and heritage styles come with manufacturer warranties for defects in materials or craftsmanship (e.g., a work boot sole that separates prematurely). If you encounter issues beyond normal wear, we’ll help you submit a warranty claim—simplifying the process so you get the support you need.

5. How to Contact Us

Our customer service team is available Monday–Friday, 8 AM–7 PM (EST) to assist you. The fastest way to reach us is:
  • Email: [email protected] (we respond within 12 business hours, often faster for urgent issues like damaged deliveries).
  • Contact Form: Use the “Help” form on our website to submit questions—we’ll follow up via email with detailed answers.
At Redwingshoesn, your satisfaction isn’t just a goal—it’s a promise. We’re here to make sure your experience with our durable work boots and heritage footwear is as reliable and long-lasting as the products themselves.