SERVICE GUIDE

AMREZY Customer Care Guide

At AMREZY, every order is treated with the utmost care, and we want every step of your experience to feel as seamless and elevated as the brand itself. From the moment you place your order to the moment it arrives in your hands, our team is committed to delivering a service that feels personal, polished, and effortless. Below you’ll find our refined service policies designed to anticipate your needs and provide clarity every step of the way.

Order Processing & Shipping

All orders require a dedicated processing period of two to three business days before they are dispatched. This ensures that each package is prepared with precision and care. Please note that this processing time is separate from the shipping time; even when selecting express or expedited shipping, the order will still undergo the standard preparation window before it leaves our facility. During periods of high demand, such as product launches, holidays, or promotional events, this timeframe may extend slightly.

Once your order has shipped, domestic deliveries within the United States typically arrive within three to five business days, while expedited shipments arrive in one to two business days. International deliveries generally take between ten to twenty-one business days, subject to customs clearance. Business days exclude weekends and holidays, and while we work diligently to ensure timely arrivals, external factors such as weather, carrier delays, or customs processing may occasionally affect transit times. Tracking information is provided automatically via email once your order is on its way.

Changing Your Shipping Address

If your order has already shipped, you may still have the opportunity to redirect it directly with the carrier. Should the package be returned to us due to an incorrect address, your order will be automatically refunded, less any shipping fees, and you will be notified immediately. If your order has not yet entered the packing stage, we are happy to assist in updating your address. Simply email our Customer Care Concierge at info@amrezybrand.com with your order number and revised details. Please note that adjustments can only be made to domestic orders prior to fulfillment, and address changes cannot switch from U.S. to international destinations (or vice versa). During high-volume periods, address updates may be limited.

Billing Address Adjustments

Once an order has been placed, billing addresses cannot be edited. However, if your payment has processed successfully, your order will ship without issue as long as the shipping address provided is correct.

Modifying Orders

Each order placed through AMREZY is considered final sale, and we are unable to modify or combine orders once checkout has been completed.

Incorrect or Mixed-Up Deliveries

In the rare event you receive an incorrect order, we extend our sincerest apologies. Please contact us within seven days of delivery at info@amrezybrand.com and include your order number along with photos of the outer packaging (showing the stamped initials or number), the packing slip with initials visible, and the items received. Once received, our team will swiftly prepare and ship the correct order to you.

Wrong Item in Your Package

If a single incorrect item has been included in your package, please reach out to us with your order number and photos of the packaging and products. We will promptly ship the correct item to you. Should the original item be out of stock or discontinued, we will provide a full refund, and the incorrect item will be yours to keep.

Missing Item(s)

If any item appears to be missing from your order, kindly notify us within seven days at info@amrezybrand.com with your order number and photos of both the items you did receive and the exterior packaging. We will ensure the matter is resolved promptly and that your order is completed in full.

Damaged or Broken Items

We take immense pride in our packaging and quality control, but if your order arrives in less than perfect condition, please email info@amrezybrand.com within fourteen days and include photos of the damaged items. Our team will arrange the best solution for you immediately.

Package Marked Delivered but Not Received

Occasionally, carriers may scan a package as delivered before it has physically arrived. If this occurs, we kindly ask that you allow one to three business days for the package to appear. We also recommend checking with neighbors, building staff, or your local post office. If your package still has not arrived after this window, please contact us with your order number and tracking details so we may assist further.

Order Status – “Unfulfilled”

If your order status reads as “Unfulfilled,” there is no need to worry. This simply indicates that your order is still being prepared. Once it has shipped, the status will update to “Fulfilled/Shipped,” and your tracking details will be sent to you via email.

International Orders

International orders typically require ten to twenty-one business days for delivery, although occasional customs delays may extend this window. Unfortunately, these delays are beyond our control. If your order has not arrived after twenty-one business days, please contact us at info@amrezybrand.com. Import duties, taxes, and fees may be assessed by your local authorities upon arrival. These costs are determined by the destination country and are the sole responsibility of the recipient.

Our Promise

At AMREZY, we believe that every interaction should feel as polished and personal as the brand itself. Our Customer Care team is here to ensure that your experience is nothing short of effortless luxury. From the moment your order is placed to the moment it arrives in your hands, our promise is to make you feel cared for, valued, and part of something truly special.