Amiriu Customer Service Policy

At Amiriu, we are committed to providing every customer with a transparent, efficient, and caring shopping experience. This Customer Service Policy outlines our commitments to you—from order placement to post-purchase support—to ensure your needs are met with professionalism and attention to detail. We value your trust, and we strive to resolve any concerns promptly while upholding the quality and integrity of our brand.

1. Order Processing & Confirmation

  • Order Confirmation: Immediately after you place an order on our website, you will receive an automated email at the address provided during checkout. This email includes your order number, item details, shipping address, and total payment amount. If you do not receive a confirmation email within 1 hour, please check your spam/junk folder first, then contact us at [email protected] for assistance.
  • Order Verification: In some cases, we may need to verify your order details (e.g., payment information, shipping address) to ensure security. We will reach out via email or phone within 24 hours of order placement if additional information is required.
  • Order Modifications/Cancellations: To modify or cancel an order, please contact our customer service team at [email protected] within 12 hours of placing the order. Once an order has been processed (packaged or shipped), modifications or cancellations may no longer be possible—we will then guide you through our return process (see Section 2).

2. Returns & Exchanges

We want you to love your Amiriu purchases. If an item does not meet your expectations, we offer a hassle-free return/exchange policy under the following terms:

  • Eligibility: Items must be returned within 30 days of delivery, in their original condition (unworn, unwashed, with all tags and packaging intact), and accompanied by the original order confirmation email or order number. Final-sale items (clearly marked on the product page) are not eligible for returns or exchanges.
  • Return Process:
  1. Email our customer service team at [email protected] with your order number, the item(s) you wish to return/exchange, and the reason for the request.
  2. Our team will respond within 24-48 hours with a pre-paid return shipping label (for orders within the contiguous U.S.; international customers may need to cover return shipping costs, unless the item is defective).
  3. Pack the item(s) securely and attach the return label, then ship it back to our warehouse.
  • Refunds: Once we receive and inspect the returned item (typically 3-5 business days after delivery to our warehouse), we will process your refund to the original payment method. Refunds may take 5-7 business days to appear in your account, depending on your bank or payment provider.
  • Exchanges: If you prefer an exchange (e.g., different size/color), we will ship the new item to you free of charge (within the contiguous U.S.) once we confirm receipt of the returned item. If the new item costs more, you will be invoiced for the difference; if it costs less, we will refund the difference.

3. Defective or Incorrect Items

If you receive a defective item (e.g., stitching error, broken zipper) or the wrong item (different from your order), please contact us at [email protected] within 7 days of delivery. Include:

  • Your order number
  • Photos of the defective/incorrect item (and the original packaging, if possible)
  • A description of the issue

We will cover all return shipping costs and offer one of the following solutions (your choice):

  • A full refund to your original payment method
  • A free exchange for the correct item (or a replacement for the defective one)
  • A store credit for the full value of the item (valid for 12 months)

4. Shipping & Delivery Inquiries

  • Shipping Times: Standard shipping within the contiguous U.S. takes 3-5 business days; expedited shipping (2-3 business days) is available for an additional fee (calculated at checkout). International shipping times vary by destination (typically 7-14 business days) and may be subject to customs delays (Amiriu is not responsible for customs fees or delays).
  • Tracking Orders: Once your order ships, you will receive a shipping confirmation email with a tracking number. You can use this number to track your package via the carrier’s website (e.g., USPS, FedEx). If tracking information is not updating after 48 hours, contact us at [email protected] for assistance.
  • Lost or Delayed Packages: If your package is marked as delivered but not received, please check with your local carrier or neighbors first. If you still cannot locate it, contact us within 5 days of the “delivered” status—we will investigate with the carrier and, if necessary, arrange a replacement or refund. For packages delayed beyond the estimated shipping time, we will provide updates and support until delivery is confirmed.

5. Customer Support Availability

Our customer service team is here to help you with any questions, concerns, or requests:

  • Contact Method: The fastest way to reach us is via email at [email protected].
  • Response Time: We aim to respond to all emails within 24 hours on business days (Monday-Friday, 9:00 AM–5:00 PM EST). Emails sent on weekends or holidays will be addressed on the next business day.
  • Support Topics: We can assist with order status, returns/exchanges, sizing questions, product details, shipping issues, and feedback. For sizing guidance, refer to our website’s “Size Guide” page—if you need additional help, include your measurements in your email, and we will recommend the best fit.

6. Privacy & Data Protection

Your privacy is important to us. We collect only the information necessary to process your order (e.g., name, shipping address, payment details) and will never share your personal data with third parties without your explicit consent (except for trusted partners who assist with shipping, payment processing, or fraud prevention—these partners are bound by strict privacy agreements). For more details, please review our full Privacy Policy on our website.

7. Feedback & Complaints

We welcome your feedback—it helps us improve our products and service. If you have a complaint, please contact us at [email protected] with specific details, and we will work with you to resolve the issue to your satisfaction. We aim to address all complaints within 48 hours and provide a final resolution within 5 business days.

Thank you for choosing Amiriu. We are dedicated to making your shopping experience as smooth and enjoyable as possible, and we appreciate the opportunity to serve you.