Customer Service Policy – Abercrombiea
At Abercrombiea, we are committed to providing helpful, timely, and friendly support to ensure a positive experience for every customer. This Customer Service Policy outlines the scope of our support, how to contact us, and what you can expect when you reach out.
1. Scope of Support
Our customer service team is here to assist with the following:
- Order Inquiries: Questions about order status, processing, shipping, or delivery see our Shipping Policy for details.
- Returns & Refunds: Guidance on initiating returns, checking refund status, or resolving issues with returned items see our Refund Policy for requirements).
- Account Assistance: Help with account registration, password resets, updating personal information, or accessing order history.
- Product Information: Details about product sizing, materials, care instructions, or availability.
- Payment & Billing: Questions about payment processing, charges, or refunds to your payment method.
- Policy Clarification: Explanations of our Terms of Purchase, Privacy Policy, or other policies.
We aim to address all reasonable inquiries related to your interactions with our website and purchases. For issues outside this scope (e.g., third-party carrier delays unrelated to our processing), we will assist where possible but may direct you to the relevant party.
2. How to Contact Us
The primary way to reach our customer service team is via email:
Email: [email protected]
When contacting us, please include your order number (if applicable) and a clear description of your inquiry. This helps us resolve your issue more efficiently.
3. Response Time
We strive to respond to all emails within 24–48 business hours (excluding weekends and holidays). During peak periods (e.g., sales, holiday seasons), response times may be extended slightly, but we will always prioritize urgent inquiries (e.g., lost packages, incorrect shipments).
4. Service Commitments
Our team is dedicated to:
- Accuracy: Providing correct information about orders, products, and policies. If we make a mistake, we will correct it promptly.
- Respect: Treating all customers with courtesy and professionalism, regardless of the issue.
- Transparency: Being clear about what we can and cannot resolve, and setting realistic expectations for timelines (e.g., “We will investigate your lost package and update you within 3 business days”).
- Follow-Up: Ensuring your issue is fully resolved. If we need more time to investigate, we will send a preliminary response to acknowledge your inquiry and share next steps.
5. Escalating Issues
If you are unsatisfied with the resolution of your inquiry, you may request to escalate your case to a senior team member by replying to our initial response. We will review the issue and provide a follow-up within 1–2 additional business days.
6. Feedback
We value your input! If you have suggestions for improving our customer service or website, please share them via [email protected]. Your feedback helps us enhance the experience for all customers.
Thank you for choosing Abercrombiea. We’re here to make sure your experience is as smooth and enjoyable as possible.
Last Updated: July 21, 2025