Abercrombin Customer Service Policy: Your Style, Our Support

At Abercrombin, we don’t just craft jeans, tees, dresses, and more—we stand behind every piece with care that matches our commitment to style. This Customer Service Policy outlines how we support you, from choosing the perfect sweater to resolving fragrance concerns, ensuring your experience is as seamless as our designs. By shopping with us, you agree to the guidelines below, and we promise to prioritize your satisfaction at every step.

1. Pre-Purchase Support: Find Your Perfect Fit & Style

We want every item you choose to feel like it was made for you. If you have questions before buying, our team is ready to help:

  • Contact Channel: Reach us via email at [email protected] (our most detailed and responsive method).
  • Response Time: We aim to reply to pre-purchase inquiries within 24-48 business hours (excluding weekends, holidays, and peak seasons like Black Friday).
  • Expert Guidance: Need help picking denim for your body type (high-rise vs. straight-leg), finding a dress for a specific occasion (brunch vs. office), or choosing a fragrance that matches your vibe (citrusy vs. woody)? Share your needs, and we’ll recommend the best options.
  • Sizing & Care Help: Reference our Size Guide(link to size guide) for measurements, or ask about fabric care (e.g., washing instructions for cotton tees, storing knit sweaters) to keep pieces looking new.

2. Returns & Exchanges: Hassle-Free for Every Item

We understand that sometimes an item doesn’t work out—maybe the skirt fit isn’t right, or the sweater color is different than expected. Our return/exchange policy is designed to be fair and simple:

Eligibility Requirements

  • Items must be returned within 30 days of delivery (verified via your order confirmation or tracking number).
  • Most items must be in original condition: unworn, unwashed, with all tags and packaging intact (e.g., denim with original waist tags, fragrance in unopened boxes, accessories with protective covers).
  • Exceptions:
  • Final sale items (marked “Final Sale” on the product page) are non-returnable/non-exchangeable.
  • Fragrances and beauty products can only be returned if unopened (for safety and hygiene reasons).
  • Customized items (e.g., monogrammed accessories) are non-returnable unless defective.

How to Start a Return/Exchange

  1. Email us at [email protected] with:
  • Your order number.
  • Reason for return/exchange (e.g., “denim too tight,” “dress length too short,” “want to swap sweater size”).
  • Photos (if needed: e.g., unopened package, tag intact, defect details).
  1. Our team will review your request within 24-48 hours and send a prepaid return shipping label (for eligible U.S. orders; international customers may cover return shipping unless the issue is our error).
  2. Ship items back securely (use the original box if possible). Once we receive and inspect them (3-5 business days after delivery to our warehouse):
  • Returns: Issue a full refund to your original payment method (refunds take 5-7 business days to appear, depending on your bank).
  • Exchanges: Send your requested size/style (if in stock) at no extra cost. If out of stock, we’ll offer a refund or store credit.

3. Defective or Damaged Products: We’ll Make It Right

We take pride in the quality of our pieces—from durable denim to long-lasting fragrances. If you receive an item with a manufacturing defect (e.g., loose stitching on outerwear, broken zipper on a dress, leaky fragrance bottle) or damage from shipping (e.g., torn sweater, crushed accessory box):

  • Report Promptly: Contact us within 7 days of delivery at [email protected] with your order number and clear photos of the defect/damage.
  • Our Resolution: We’ll either send a free replacement, issue a full refund, or cover return shipping for a replacement—whichever works best for you.
  • Note: Normal wear and tear (e.g., faded tees after repeated washes, pilled sweaters from regular use) is not a defect—our pieces are built to last, but all items show signs of use over time.

4. Order Issues: Missing, Incorrect, or Delayed

We strive to fulfill every order accurately and on time. If you run into issues:

  • Missing Items: If your order arrives with a missing piece (e.g., one accessory from a set, a tee not in the package), email us within 7 days of delivery with your order number and a photo of received items. We’ll ship the missing item for free or refund the missing portion.
  • Incorrect Items: Received the wrong size (e.g., XL denim instead of L), color (e.g., black dress instead of navy), or style (e.g., crewneck tee instead of V-neck)? Follow the return process—we’ll cover all shipping costs for a replacement and send the correct item immediately.
  • Delayed Orders: Standard shipping takes 3-7 business days (U.S.) and 7-14 business days (international). If your order is delayed beyond the estimated time:
  1. Check your order confirmation for a tracking link (we provide tracking for all orders).
  2. If tracking shows no movement for 5+ business days (U.S.) or 10+ business days (international), email us—we’ll investigate with the carrier and update you within 48 hours. If the order is lost, we’ll reship or refund in full.

5. Order Changes & Cancellations

  • Changes: You can update your shipping address, swap an item (e.g., switch skirt style), or add a product to your order only if the order hasn’t been processed or shipped. Email us immediately at [email protected] with your order number and requested changes.
  • Cancellations: Cancel an order within 24 hours of placing it by emailing us with your order number and “Order Cancellation” in the subject line. Once an order is processed/shipped, it can’t be canceled—use the return process instead.

6. How to Reach Us

The best way to connect with our team is via email:

  • Email: [email protected]
  • Hours: We respond to emails Monday-Friday, 9 AM–6 PM (EST). Emails sent on weekends/holidays are addressed on the next business day.

We value your feedback—whether it’s a compliment about your new denim, a concern about a sweater’s fit, or a suggestion for new fragrance notes. Your input helps us improve for you and the entire Abercrombin community.

Thank you for choosing Abercrombin. We’re honored to be part of your style journey—from everyday tees to special-occasion dresses—and we’re here to support you every step of the way.