Vionicshoesdeals Customer Service Policy

1. Our Service Mission & Values

• Expertise: Our team undergoes rigorous training on Vionic’s orthotic technology, product lines (including sandals, boots, and sneakers), and our policies (shipping, returns, refunds) to provide accurate, helpful information.
• Empathy: We understand foot pain can impact your daily life. We listen to your concerns—whether about finding the right shoe for plantar fasciitis or resolving an order issue—with care and understanding.
• Transparency: We communicate clearly about order status, product availability, policy details, and resolution timelines, so you never feel in the dark.
• Accountability: If we make a mistake (e.g., shipping the wrong size), we take responsibility and work quickly to make it right.

2. Contact Channels & Response Times

2.1 Email Support (Primary Channel)

• Contact: Send your inquiry to service@vionicshoesdeals.com. To help us assist you faster, include your order number (if applicable), full name, and a clear description of your request.
• Subject Line Tips: Use specific subject lines (e.g., “Size Question – Women’s Vionic Sandals,” “Order #12345 – Missing Package”) to ensure your email is routed to the right team member.
• Response Time: We aim to reply to all emails within 24 business hours (Monday–Friday, excluding U.S. holidays). During peak periods (e.g., sales, holiday seasons), response times may extend to 48 hours, but we will acknowledge your inquiry within 12 hours to confirm we’ve received it.

2.2 Mailing Address (For Physical Correspondence)

• Address: Vionicshoesdeals Customer Service Department, 203 West 24th Street, Connersville Indiana 47331, United States.
• Response Time: Allow 5–7 business days for us to receive and process your mail, followed by 2–3 business days for a response (sent via email or mail, per your request).

2.3 Future Support Channels

3. Scope of Our Customer Service

3.1 Pre-Purchase Assistance

• Product Information: Details on Vionic’s orthotic technology, materials, sizing (including fit tips for plantar fasciitis sufferers), and style differences (e.g., which sandals offer the most arch support).
• Availability & Backorders: Updates on in-stock items, backorder timelines, and notifications when out-of-stock products are restocked.
• Pricing & Promotions: Explanations of sale prices, coupon code usage, and eligibility for discounts (e.g., military, student).
• Size Guidance: Personalized size recommendations based on your foot measurements or past purchases (if you have an account).

3.2 Order & Shipping Support

• Order Status: Updates on processing, shipping, and estimated delivery times (including tracking number retrieval).
• Order Modifications: Help with updating shipping addresses, changing shoe sizes/colors, or canceling orders (within the 24-hour window outlined in our Terms of Purchase).
• Shipping Issues: Resolution for delayed, lost, or misdelivered packages (coordinating with carriers on your behalf).
• Address Corrections: Assistance with fixing incorrect shipping details before your order ships.

3.3 Returns, Refunds & Exchanges

• Return Authorization: Processing return requests, providing pre-paid shipping labels, and explaining return eligibility (e.g., 60-day timeframe, product condition requirements).
• Refund Status: Updates on refund processing, including why a refund may be delayed and when funds will appear in your account.
• Exchange Guidance: Step-by-step help with exchanging items (placing a new order and returning the original product).
• Defective Products: Assistance with warranty claims for defective Vionic shoes, including replacements or refunds.

3.4 Account & Technical Support

• Account Management: Help with creating an account, resetting passwords, updating personal information, and accessing order history.
• Technical Issues: Resolution for site errors (e.g., unable to add items to cart, checkout failures), login problems, or issues with viewing product details.
• Email Notifications: Assistance with unsubscribing from marketing emails or troubleshooting why you’re not receiving order updates (e.g., checking spam folders).

3.5 Product & Warranty Support

• Care Instructions: Tips on cleaning and maintaining Vionic footwear (e.g., how to care for leather boots, washing fabric sandals) to extend their lifespan.
• Warranty Claims: Helping you file claims for defective products under Vionic’s manufacturer warranty (typically 1 year from purchase), including gathering necessary documentation (photos, order details).
• Foot Health Guidance: General information on how Vionic’s orthotic technology supports foot health (note: we do not provide medical advice—always consult a podiatrist for specific conditions).

4. How We Resolve Issues: Our Process

1. Listen & Understand: We first gather all details about your concern to ensure we fully understand the problem (e.g., “I received a size 8 instead of size 7, and my feet hurt too much to wear them”).
2. Review & Verify: We check our systems (order history, inventory, shipping records) to confirm details (e.g., confirming the order was placed for size 7).
3. Offer Solutions: We present clear, actionable solutions based on our policies (e.g., “We’ll send a pre-paid label for the return and ship a size 7 immediately at no cost”).
4. Execute & Follow Up: We complete the agreed-upon solution (e.g., processing the return, shipping the replacement) and follow up with you to confirm the issue is resolved (e.g., “Your size 7 sandals shipped today—here’s the tracking number”).
5. Document & Improve: We log all issues to identify trends (e.g., frequent size mix-ups for a specific style) and make improvements to prevent future problems.

5. Escalation Process

• First Escalation: Reply to the initial email response and request to speak with a supervisor. Include why you’re unsatisfied with the current solution.
• Supervisor Response: A supervisor will review your case and contact you within 24 business hours with a revised solution.
• Final Escalation: If you’re still not satisfied, ask for your case to be escalated to our Customer Service Manager. The manager will conduct a full review and provide a final resolution within 48 business hours.

6. Feedback & Continuous Improvement

• Post-Interaction Surveys: After resolving your issue, we may send a short survey (via email) asking about your satisfaction with the support you received. This survey takes less than 2 minutes to complete.
• Direct Feedback: You can also send feedback to service@vionicshoesdeals.com with the subject line “Customer Service Feedback.”
• How We Use Feedback: We review all feedback weekly to identify areas for improvement (e.g., training gaps for team members, confusing policy language) and implement changes to enhance our service.

7. Accessibility Commitment

8. Changes to This Policy

• Post the revised policy on our site with a clear “Last Updated” date at the top.
• Notify registered users via email if the changes significantly impact how you access or receive support.

9. Contact Us

• Email: service@vionicshoesdeals.com (include your order number and clear request for fastest service).
• Mailing Address: Vionicshoesdeals Customer Service Department, 203 West 24th Street, Connersville Indiana 47331, United States.