Allenedmouds Customer Service Policy

At Allenedmouds, we craft hand-crafted men’s dress shoes, casual shoes, boots, and sneakers with care—and we extend that same care to every interaction with our customers. This Customer Service Policy outlines our commitments to supporting you, from browsing our collection to after you’ve received your handcrafted footwear, ensuring you have a seamless, confident experience with every step of your Allenedmouds journey.

1. Return & Exchange Policy

We understand that handcrafted shoes need to fit perfectly and meet your expectations—and we’re here to make returns or exchanges straightforward if they don’t.

  • Eligibility Criteria: To qualify for a return or exchange, requests must be initiated within 45 days of delivery (extended to account for the break-in period of premium leather shoes). Items must be in their original, unworn condition: original tags attached, no scuffs, stains, or signs of wear on leather/soles, no alterations (e.g., added insoles), and in the original packaging. Final sale items (clearly marked on product pages, often with 40%+ discounts) are excluded from returns/exchanges.
  • Handcrafted-Specific Support: For sizing discrepancies (e.g., a boot that runs narrow despite size charts) or minor craftsmanship concerns (e.g., uneven stitching), we offer priority resolution: either a complimentary exchange for the correct size (if available) or a full refund. Simply email us with photos of the issue—our team of shoemaking experts will review and respond within 1 business day.
  • Step-by-Step Process:
  1. Email [email protected] with your order number, shoe style (e.g., “Full-Grain Leather Oxfords”), and reason for return/exchange.
  2. We’ll send a pre-paid shipping label (for domestic and international orders—we cover return costs for handcrafted footwear) and a return authorization (RA) number (write this on the package).
  3. Ship the item back using the provided label. Once we receive and inspect it (2–3 business days), refunds are processed to your original payment method in 5–7 business days; exchanges are hand-crafted and shipped within 4–6 business days (to maintain our quality standards).

2. Order Processing & Shipping

We balance the art of handcrafting with timely delivery, so you get your shoes as soon as possible without compromising quality.

  • Order Confirmation: You’ll receive an email with your order number immediately after purchase. If it doesn’t arrive within 1 hour, check your spam folder or contact us to confirm your order was processed.
  • Handcrafting Timeline: Each pair is made by hand, so standard orders take 5–7 business days to craft (this includes cutting leather, stitching welts, and hand-finishing). During peak seasons (e.g., holiday gifting, new collection launches), processing may extend to 9–10 business days—we’ll send you a personalized update with a firm ship date.
  • Shipping Options:
  • Domestic (U.S.): Free Standard Shipping (3–5 business days) on all orders (no minimum). Expedited Shipping (2–3 business days) is available for a flat $18 fee (ideal for last-minute gifts).
  • International: Shipping takes 8–12 business days (varies by country) with full tracking. Customs duties/taxes are the customer’s responsibility—we include a detailed invoice to simplify clearance.
  • Changes/Cancellations: To modify or cancel an order, email us within 24 hours of purchase. Once handcrafting begins (usually 1–2 days post-order), changes aren’t possible—we’ll guide you to our return policy instead.

3. Product Inquiries & Sizing Guidance

Handcrafted shoes have unique fit and care needs—and we’re here to help you shop with confidence.

  • Expert Sizing Support: Every product page has a detailed sizing chart (with length, width, and heel measurements tailored to our handcrafted lasts). If you’re unsure (e.g., between a 10D and 10.5D for sneakers), share your foot measurements (heel-to-toe length, ball-of-foot width) and fit preference (e.g., “snug for dress shoes”)—our artisans will recommend the perfect size.
  • Craftsmanship & Care Questions: Have questions about materials (e.g., “how to condition suede boots”) or construction (e.g., “what is a hand-stitched welt”)? Reach out anytime—we’ll share expert tips (e.g., leather conditioning schedules) or even photos of the shoemaking process to help you understand your purchase.
  • Out-of-Stock Alerts: If a style you love is out of stock, use the “Notify Me When Restocked” feature on the product page (enter your email, and we’ll alert you when crafting resumes). For popular styles (e.g., Chelsea Boots), we offer pre-orders—we’ll clearly note the craft and ship date upfront.

4. Customer Support Access

Our team is dedicated to resolving your questions or concerns quickly—with expertise in handcrafted footwear.

  • Contact Channels:
  • Email: [email protected] (response within 24 business hours, Monday–Friday; weekend inquiries answered by next business day).
  • Phone: 1-800-ALLEN-EDM (toll-free, 9 AM–6 PM ET, Monday–Friday)—speak directly to a team member who understands handcrafted shoes.
  • Urgent Issues: For damaged items (e.g., torn leather during shipping) or wrong orders, email us with your order number and photos within 48 hours of delivery. We’ll send a replacement pair (free of charge) or issue a full refund (including original shipping) and a pre-paid label for returning the faulty item—no delays, no hassle.

5. Privacy & Data Protection

We protect your personal information with the same care we put into our shoes.

  • Data Usage: Information you share (e.g., name, email, foot measurements for sizing) is used only to process orders, provide personalized support, and send updates (e.g., order status) if you opt in. We never sell your data to third parties for marketing.
  • Security: Payment details are encrypted via PCI DSS protocols, and sensitive data (like foot measurements) is stored in secure, restricted-access servers. See our Privacy Policy (linked at the bottom of our website) for full details.

6. Feedback & Improvement

Your thoughts help us refine our handcrafted collection and service—we want to hear from you.

Email [email protected] with the subject line “Feedback” to share your experience (e.g., “how my boots held up in winter”) or suggestions (e.g., “adding wide-width options”). We read every message and use it to enhance our craftsmanship (e.g., adjusting a sneaker’s sole thickness) or service (e.g., expanding care guides).

At Allenedmouds, your satisfaction is as important as the quality of our handcrafted shoes. If you have questions about this policy or need help, don’t hesitate to reach out. Thank you for trusting us with your footwear—we’re honored to craft shoes that walk with you through every moment.