Customer Service Policy

At altfragrancesusmalls, your satisfaction and trust are our top priorities. We are committed to providing a seamless and supportive experience from the moment you browse our collection to long after your order arrives. This policy outlines our promises and procedures to ensure you feel confident and cared for.

1. Our Commitment to You
We pledge to handle every inquiry with respect, transparency, and a genuine desire to help. Whether you have a question about our clean ingredients, need guidance on a scent, or require post-purchase support, our team is here for you.

2. How to Reach Us
The best way to contact our dedicated customer service team is via email at support@altfragrancesusmalls.com. We strive to respond to all inquiries within 24 hours on business days (Monday through Friday, 9 AM - 5 PM EST).

3. Order Support

  • Order Modifications & Cancellations: Please contact us immediately if you need to change or cancel your order. We will make every effort to accommodate your request if your order has not yet entered the fulfillment process.

  • Shipping Inquiries: Once your order ships, you will receive a tracking number via email. For any shipping-related issues, please contact us, and we will work with our carrier partners to resolve them.

  • Damaged or Incorrect Items: We take great care in packaging your fragrances. However, if your order arrives damaged or is incorrect, please notify us at support@altfragrancesusmalls.com within 7 days of delivery. Include your order number and photos of the issue, and we will promptly arrange a replacement or solution.

4. Returns & Refunds
We stand behind the quality of our designer-inspired fragrances. If you are not fully satisfied, we offer a 30-day return policy from the date of delivery for unopened and unused items in their original packaging. 

5. Privacy & Data Security
We are committed to protecting your personal information. Our collection and use of your data are governed by our Privacy Policy and Terms of Use, which can be found in the footer of our website. We will never sell your personal data.

6. Policy Updates
We may update this Customer Service Policy periodically to reflect improvements in our services or changes in operations. The most current version will always be posted on this page.

Our Goal is Simple: To ensure your experience with altfragrancesusmalls is as exceptional and delightful as our fragrances.

Thank you for trusting us with your scent journey.