Customer Service Policy for Abercrombied
At Abercrombied, we believe that great customer service is just as important as the products we sell. Whether you have a question about a pair of jeans, need help tracking a shipment, or want to start a return for a sweater, our team is here to make your experience as smooth and satisfying as possible. This Customer Service Policy outlines how we support you—and what you can expect from us.
1. What We Can Help With
Our customer service team is ready to assist with a wide range of needs related to your interactions with Abercrombied, including:
- Product Inquiries: Questions about product details (e.g., fabric of a dress, sizing of outerwear, or notes on a fragrance), availability, or care instructions.
- Order Support: Help with placing orders, updating order details (if possible before shipment), tracking packages (using the tracking information sent to your email), or understanding delivery timelines.
- Returns and Refunds: Guidance on initiating a return, checking the status of a refund, or clarifying our refund policy (e.g., 60-day return window or 5–10 day refund processing).
- Account Assistance: Help with creating an account, resetting passwords, updating personal information, or resolving account-related issues.
- General Feedback: Sharing your thoughts about our products, website, or service—we value your input and use it to improve.
2. How to Contact Us
The primary way to reach our customer service team is via email:
We’ve chosen email as our main channel to ensure we can provide detailed, personalized responses—whether you need a step-by-step guide to returning accessories or clarification on a shipping delay. When contacting us, please include your order number (if applicable) and a clear description of your request to help us assist you faster.
3. Response Times
We strive to respond to all inquiries promptly:
- Standard Inquiries: You can expect a reply within 24–48 business hours (Monday–Friday). This includes questions about products, order status, or general support.
- Urgent Issues: For time-sensitive matters—such as a damaged package upon delivery or a significant shipping delay (more than 3 days beyond the estimated 5-day delivery window)—we prioritize responses and aim to get back to you within 12 business hours.
During high-volume periods (e.g., sales, holidays, or after a new product launch), response times may be slightly longer, but we’ll always keep you updated if there’s a delay.
4. Our Commitment to You
When you contact us, you can expect:
- Respect and Empathy: We treat every inquiry with care, whether it’s a small question or a larger concern.
- Accuracy: We provide clear, correct information—if we don’t have an answer right away, we’ll research it and follow up promptly.
- Solutions, Not Excuses: If something goes wrong (e.g., a defective item or a shipping error), we’ll work to resolve it quickly. This may include sending a replacement, processing a refund, or offering a discount on your next order—whichever works best for you.
- Transparency: If we need more time to resolve your issue (e.g., investigating a lost package), we’ll let you know the timeline and check in with updates.
5. Feedback and Improvements
We’re always looking to get better. If you have feedback about your customer service experience—whether positive or constructive—please share it in your email. We review all feedback regularly to refine our processes, train our team, and ensure we’re meeting your needs.
6. Final Note
Your satisfaction is our top priority. Whether you’re a first-time buyer or a regular customer, we want you to feel supported throughout your journey with us. If you ever feel your issue hasn’t been resolved to your satisfaction, don’t hesitate to follow up—we’re committed to making it right.
Thank you for choosing Abercrombied. We’re grateful for the opportunity to serve you.
Last updated: 2025.07.28