Customer Support Policy

CUSTOMER SUPPORT POLICY

American Dress

Website: americandress.co

OUR SUPPORT PROMISE

At American Dress, our customers are the most important part of our business. We are dedicated to providing fast, friendly, and helpful support to everyone shopping with us in the United States, Europe, and the United Kingdom. Whether you have a question about products, need help with an order, or want assistance with any issue, our support team is here for you. We aim to answer every message clearly and solve your problem as quickly as possible.

HOW TO CONTACT US

We offer simple and direct ways for you to get in touch with our team. You can choose the method that works best for you:

EMAIL SUPPORT: support@americandress.co

✅ Fastest and most reliable method for all requests. Please include your order number (if you have one) and details of your question so we can help you right away.
CONTACT FORM: Available on our website at americandress.co/contact

✅ Fill in your name, email, and message, and we will get back to you as soon as possible.
SOCIAL MEDIA: You can send us a direct message on our official social media channels.

Note: For security reasons, we cannot process orders, payments, or share personal information through social media — use email for these matters.

⚠️ We do not offer phone support or live chat at this time, but we check all messages frequently and respond within the times listed below.

SUPPORT HOURS AND RESPONSE TIME

Our team works hard to answer all your questions, considering the different time zones of our customers:

Working Days: Monday to Friday
Working Hours: We monitor messages regularly throughout the day.
Weekends & Public Holidays: Closed — messages received during these times will be answered on the next business day.

Our Response Goal:

✅ We will reply as soon as we see your message, or within 24 to 48 hours at the latest, for all inquiries, questions, or issues.

During busy seasons, promotions, or holidays, please allow up to 48 hours for a reply — but rest assured, no message will be left unanswered.

WHAT WE CAN HELP YOU WITH

Our support team is fully trained to assist you with every step of your shopping experience, including:

Product Information: Details about materials, sizes, measurements, colors, care instructions, or availability.
Orders: Confirmation, status, tracking information, changes to address or items (before shipping), and order cancellation.
Payments: Explanations about charges, methods, security, invoices, or refund status.
Shipping: Delivery times, costs, customs information, delays, or lost package investigations.
Returns & Exchanges: How to request, eligibility, procedures, and refund updates (remember: you have 7 DAYS after delivery to request this).
Quality Issues: Reporting defects, damage, or problems with your items.
Website Help: Navigation, account issues, technical errors, or how to use our features.
Complaints & Suggestions: We listen to all feedback to improve our service and products.

WHAT INFORMATION TO PROVIDE

To help us assist you faster and better, please include these details when you contact us:

Your full name and email address used in the purchase.
Your order number (example: AD-12345) — found in your confirmation email.
Clear description of your question or problem.
Photos (if applicable): For damaged items, wrong products, or defects, always send clear photos of the product, packaging, and shipping label.

This information helps us find your order and solve your issue immediately without extra delays.

LANGUAGES

We provide support primarily in English, to serve all our customers in the United States, Europe, and the United Kingdom. We work hard to ensure all communications are clear and easy to understand.

SECURITY AND PRIVACY

We will never ask you for sensitive information such as your full credit card number, password, or PIN number via email or message.
We will only ask for details necessary to identify your order or solve your problem.
All information you share with us is protected according to our Privacy Policy.
If you receive any message claiming to be from American Dress asking for private data, do not reply and contact us immediately to confirm.

FEEDBACK AND COMPLAINTS

Your opinion helps us grow. If you are happy with our service, we love to hear it! If you are not satisfied or have a complaint, please tell us — we take every concern seriously and will do everything possible to make it right.

All complaints are treated confidentially.
We will acknowledge your complaint within our response time frame and work to resolve it as soon as possible.

CHANGES TO THIS POLICY

We may update this Customer Support Policy from time to time to reflect changes in our services or operating hours. The latest version will always be available here on our website with the updated date.

CONTACT US

For any help, questions, or support, do not hesitate to reach out to us: