Customer Service Policy

1. Scope of Service

This Customer Service Policy defines the service standards, communication channels and service rules for all shoppers on the Cloudies Slides online retail store. Our customer service team handles all inquiries including product questions, order status checks, shipping concerns, return requests, refund support, website technical issues and general feedback related to Cloudies Slides footwear.
All customers purchasing from our website receive equal customer service support regardless of order value or delivery location. We maintain consistent service standards for all global customers.

2. Available Communication Channels

The primary method to reach our support team is email: support@cloudiesslides.com. We recommend email for all formal requests such as return authorization, refund disputes and order corrections because emails create permanent written records.
We manage separate dedicated email addresses for other business areas:
  • Press inquiries: press@cloudiesslides.com
  • Wholesale cooperation proposals: wholesale@cloudiesslides.com
At present, we do not offer live telephone support. All customer communications will be managed via written email correspondence.

3. Response Time Guidelines

Our customer support team processes incoming messages during standard working schedules. We aim to reply to all valid customer inquiries within 2–4 business days. During large seasonal sales such as Summer Sale, message volumes increase, and response times may extend slightly. We work to answer every message in the order it arrives.
For faster processing, please include your order number in all messages related to existing purchases.

4. Service Expectations & Conduct Rules

Our team will communicate politely, provide clear, honest information and guide you through our official policies when resolving issues. We aim to deliver practical solutions within the boundaries of our published Shipping Policy, Refund Policy and other website terms.
We ask all customers to maintain respectful communication when contacting support. Threatening, abusive, offensive or harassing language toward customer service staff will result in paused support assistance. We reserve the right to refuse ongoing service for customers who repeatedly send hostile communications.

5. Order-Related Support Scope

Our support team can assist with these common requests:
  • Confirm order processing status
  • Provide tracking information for dispatched packages
  • Guide customers through the official return application process
  • Answer questions about sizing, material and features of Cloudies Slides
  • Assist customers who encounter damaged goods upon delivery
  • Clarify confusion about our pricing, free shipping and discount rules
Our support team cannot override official written policies. We cannot approve refunds outside the 60-day return window, speed up official shipping timelines or bypass our published refund processing schedule.

6. Feedback & Suggestions

We welcome all constructive feedback about our products, delivery experience, website design and customer service. Customer feedback is reviewed regularly to guide platform improvements. All suggestions are carefully considered, though we cannot guarantee every proposal will be implemented.

7. Dispute Resolution Process

If you disagree with the resolution provided by our support agent, you may politely request a secondary review of your case. All secondary reviews will still follow the rules written inside our public policies. Final decisions made after secondary review are binding for your order.

8. Service Limitations

Our customer service team cannot take orders manually over email. All purchases must be completed via our official website checkout page. We cannot modify product prices or create custom discount codes outside our active sitewide promotions.