Customer Service Policy – Jonesroadbeautuy
At Jonesroadbeautuy, we’re not just here to provide clean, effective beauty products—we’re dedicated to supporting you every step of your beauty journey. Whether you have questions about our Uber-black mascara’s formula, need help tracking your peppermint lip gloss order, or want to share feedback about your experience, our customer service team is committed to delivering friendly, transparent, and timely support. Below is a clear outline of our service standards and how we’ll assist you.
1. How to Reach Us
We offer convenient ways to connect with our team, so you can get help in the way that works best for you:
- Email: Our primary support channel is [email protected]—this is the fastest way to receive detailed, personalized assistance.
- Response Times: We aim to reply to all email inquiries within 24–48 business hours (Monday–Friday, 9 AM–5 PM ET). During peak periods (e.g., holiday sales, new product launches), response times may extend to 72 hours, but we’ll always prioritize urgent requests (like missing orders or damaged items).
Note: We currently do not offer phone support, but our email team is equipped to handle all questions—from ingredient details to returns—and will provide thorough answers to ensure your needs are met.
2. Product & Order Support
We’re here to help you make informed choices and ensure your orders go smoothly:
Product Inquiries
- If you have questions about a product’s ingredients (e.g., “Is the Uber-black mascara vegan?” or “Does the peppermint lip gloss contain gluten?”), how to use it, or its suitability for your skin type, our team will share detailed, accurate information—including full ingredient lists and usage tips—to help you decide.
- For shade-related questions (e.g., “Which blush shade works best for fair skin?”), we can provide guidance based on customer feedback and product swatches to help you find the perfect match.
Order Assistance
- Order Tracking: After your order ships, you’ll receive a confirmation email with a tracking link. If you don’t receive this email, or if tracking isn’t updating, contact us with your order number, and we’ll help locate your package.
- Order Changes/Cancellations: We’ll do our best to modify or cancel your order if you reach out within 12 hours of placing it (orders process quickly to ensure fast delivery). Once an order has shipped, changes or cancellations are no longer possible—but we can assist with returns (see Section 3).
- Missing or Delayed Orders: If your order doesn’t arrive within the estimated delivery window (standard shipping: 3–7 business days; expedited: 1–2 business days), let us know. We’ll work with our shipping partners to investigate, and if a package is confirmed lost, we’ll issue a full refund or send a replacement at no cost to you.
3. Returns & Refunds
We want you to love your Jonesroadbeautuy products—and if you don’t, we’ll make returns easy:
Eligibility
- You can return unused, unopened products for a full refund or exchange within 30 days of delivery.
- For opened products (e.g., you tried the peppermint lip gloss and it’s not the right fit), we accept returns for a full refund or exchange only if the product is at least 75% full (to ensure fairness for other customers) and returned within 30 days of delivery.
- Final sale items (marked as “Final Sale” on the product page) are not eligible for returns or exchanges.
How to Start a Return
- Email our team at [email protected] with your order number, the product(s) you want to return, and whether you prefer a refund or exchange.
- We’ll send you a pre-paid return label (free of charge—we cover return shipping!) and step-by-step instructions for packing and sending your items.
- Once we receive and inspect your returned items (typically 3–5 business days after delivery to our warehouse), we’ll process your refund (to your original payment method) or send your exchange within 2–3 business days.
Refund Timing
Refunds usually take 5–7 business days to appear in your account, depending on your bank or payment provider. If you don’t see your refund after this time, contact us, and we’ll share proof of processing.
4. Privacy & Data Protection
We take your privacy seriously. Any personal information you share with us (e.g., name, email, shipping address) is used only to process your order, provide customer service, and send updates (if you opt in to our newsletter). We never sell or share your data with third parties for marketing purposes—see our Privacy Policy for full details.
5. Feedback & Escalations
Your feedback helps us improve! If you have a positive experience, we’d love to hear it—but if you’re unhappy with our service or a product, we’ll work to make it right:
- If you’re not satisfied with the assistance you receive, ask to have your inquiry escalated to our customer service manager. They’ll review your case and provide a resolution within 48 hours.
- We also welcome suggestions for new products (e.g., “Can you make a waterproof version of the Uber-black mascara?”) or improvements to our service—your input shapes what we do next.
6. Accessibility
We want our customer service to be accessible to everyone. If you have specific needs (e.g., you require assistance in a different format or have a disability that affects how you communicate), let us know, and we’ll adapt our support to meet your needs.
Thank you for choosing Jonesroadbeautuy. We’re grateful for your trust, and we’ll always go the extra mile to ensure you have a positive experience—whether you’re shopping for your next favorite clean beauty product or need help with an order.