Customer Service Policy

We are dedicated to providing exceptional support and ensuring a positive experience for every customer. This Customer Service Policy outlines our commitments, available support channels, and processes for addressing your needs, questions, or concerns.

1. Our Service Commitment

  • We strive to deliver prompt, friendly, and professional assistance to all customers.
  • We prioritize transparency in all communications, from order updates to issue resolutions.
  • We treat every inquiry with care, ensuring your concerns are heard and addressed thoroughly.
  • We continuously improve our service based on customer feedback to meet and exceed your expectations.

2. Support Channels

The primary way to reach our customer service team is through the contact form on our Contact Us page. This channel allows us to efficiently track and respond to your requests, ensuring no inquiry goes unanswered. You can use the form for:
  • Order-related questions (status, tracking, delivery issues)
  • Product inquiries (ingredients, usage, shade matching)
  • Return and refund requests
  • Account management (password resets, profile updates)
  • Feedback, suggestions, or complaints

3. Response Time

  • We aim to acknowledge all form submissions within 24 to 48 business hours.
  • For urgent matters, we will prioritize your request and provide a resolution or update as quickly as possible.
  • Complex issues that require additional investigation (e.g., product defects, shipping disruptions) will be communicated with regular updates until fully resolved.

4. Order & Product Support

  • Order Assistance: We can help track your order, update shipping details (if feasible before dispatch), and resolve issues related to delivery delays or damaged items.
  • Product Guidance: Our team is knowledgeable about our product range and can provide recommendations, usage tips, and information about ingredients or compatibility.
  • Defect & Damage Claims: If you receive a defective or damaged product, please submit a request through the contact form with details and photos (if applicable). We will guide you through the return or replacement process promptly.

5. Return & Refund Support

  • We assist with return requests, including verifying eligibility, providing return instructions, and processing refunds in line with our Refund Policy.
  • Refund status updates are shared via email once your returned item is inspected and approved.

6. Feedback & Improvement

We value your feedback as it helps us grow and enhance our services. Whether you have a suggestion, compliment, or complaint, please share it through the contact form. All feedback is reviewed by our team, and we use it to make meaningful improvements to our products and customer support.

7. Service Limitations

  • We reserve the right to request additional information (e.g., order number, product details) to verify your identity and process your request efficiently.
  • Support is provided for inquiries related to our products and services only; we cannot assist with third-party issues (e.g., payment processor errors, third-party shipping delays).
If you need any assistance, please don’t hesitate to reach out via the contact form on our Contact Us page. Our team is here to help you every step of the way.