Customer Service Policy

This Customer Service Policy explains how we support customers before, during, and after a purchase. We want every interaction to feel helpful, human, and efficient. We offer support for order questions, product guidance, shipping concerns, return requests, refund matters, and general inquiries. Customers can reach us through the Contact page. We process all transactions in United States dollars, offer free worldwide shipping, cover applicable duties and taxes, dispatch orders within one to three days, estimate delivery within six to twelve days, offer a sixty day return window, and process refunds within five to ten business days after an approved return.

We believe that customer service is not just about solving problems. It is about creating a positive experience. A customer who has a question should feel comfortable asking. A customer who has an issue should feel confident that it will be handled fairly. A customer who needs guidance should feel that they are being heard. Our goal is to provide that kind of support.

How to Contact Us

Customers can contact us through the Contact page. This is the primary and preferred method for all support requests. The Contact page helps us collect the information needed to assist efficiently. Customers should provide order details, a clear description of the request, and any relevant photos or documentation. We will respond as soon as reasonably possible.

We ask customers to use the Contact page rather than sending messages through other channels. This helps us track requests, avoid duplication, and ensure that the right team member sees the message. It also helps us maintain a record of the conversation so that we can provide consistent support.

Support Hours and Response Times

We aim to respond to customer inquiries as quickly as possible. Response times may vary depending on volume, complexity, and time zone. During peak periods, responses may take longer. We appreciate patience and will make reasonable efforts to keep customers informed. If a request requires investigation with a carrier or payment provider, it may take additional time. We will provide updates where possible.

Order Support

We can help with order questions such as order status, tracking, changes before dispatch, cancellation requests, and delivery concerns. Customers should contact us through the Contact page with their order information. If an order has not been dispatched, we may be able to update or cancel it. If an order has already been dispatched, we may need to follow the return process instead.

Customers are responsible for providing accurate shipping information. If an error is made, customers should contact us immediately. We will do our best to correct it before dispatch. We cannot guarantee changes after dispatch.

Product Guidance

We can provide general product information to help customers choose. This may include details about texture, finish, coverage, shade, usage, and compatibility with other products. We aim to describe products accurately and honestly. We do not provide medical advice. Customers with allergies, sensitivities, or medical conditions should review ingredient information and consult a qualified professional before use.

Product availability may change. If an item is out of stock or discontinued, we will provide reasonable alternatives or guidance. We may recommend similar products based on the customer’s preferences.

Shipping Support

We can help with tracking, delivery estimates, lost packages, delayed packages, and address issues. We cover applicable duties and taxes so customers do not face unexpected fees. If a customer receives an unexpected charge related to duties or taxes, they should contact us through the Contact page. We will review the matter and provide guidance.

If a package is delayed, we will help track it and communicate with the carrier where possible. Delays can occur due to customs, weather, carrier issues, and other factors outside our control. We will provide reasonable assistance and keep customers informed.

Return and Refund Support

We can help with return eligibility, return instructions, return status, and refund status. Customers may request a return within sixty days. Once a return is received and approved, we process refunds within five to ten business days. Customers should contact us through the Contact page to initiate a return. We will provide instructions and answer questions.

If a product arrives damaged, defective, or incorrect, customers should contact us as soon as possible. We may ask for photos and details. We will review the matter and provide a suitable resolution in line with our Refund Policy.

Payment and Currency Support

All transactions are processed in United States dollars. We can help with payment questions related to orders. We do not control bank fees, currency conversion fees, or payment provider charges. Customers should contact their bank or payment provider for those matters. If a customer believes a payment error has occurred, they should contact us through the Contact page and we will review it.

Account Support

Customers may create an account to manage orders and preferences. We can help with account access, password issues, and account information updates. Customers should keep their login credentials secure. If a customer suspects unauthorized access, they should contact us immediately through the Contact page.

Marketing and Communication Preferences

Customers can opt out of marketing communications at any time. Transactional messages related to orders, returns, and account matters may still be sent. Customers can manage preferences through their account where available or by contacting us through the Contact page.

Feedback and Complaints

We welcome feedback. If a customer has a complaint, we want to know. Feedback helps us improve. Customers should contact us through the Contact page with details. We will review the matter fairly and respond as soon as reasonably possible. We aim to resolve concerns in a respectful and constructive manner.

Accessibility Support

We are committed to making our website accessible and user friendly. If a customer has difficulty viewing or navigating the website, or believes a feature is not fully accessible, they should contact us through the Contact page. We take accessibility feedback seriously and will consider it as we improve our website and policies.

Limitations of Support

We cannot provide legal, medical, or financial advice. We cannot guarantee specific delivery dates or outcomes that depend on third parties. We will provide reasonable assistance within our control. We may need to verify identity or order details before taking certain actions.