Our Commitment
Customer service is not a department we outsource or a script we read from. It is the way we interact with the people who choose to shop here. We are a small operation, and that is both a limitation and an advantage. The limitation is that we cannot offer twenty-four-hour phone support or instant live chat. The advantage is that when you contact us, you are reaching someone who actually knows the products, understands the order process, and has the authority to make decisions that resolve your issue.
This policy explains what you can expect from us when you reach out, how to contact us, and the standards we hold ourselves to when responding.
How to Reach Us
The only official channel for customer service inquiries is the Contact page on this website. Messages submitted through that page are directed to our support team and tracked in our system. We do not offer customer service by social media message, by text message, or by phone. This is not because we are trying to make it difficult to reach us—it is because managing multiple channels would spread our small team too thin and result in slower responses across the board. By centralizing inquiries through the Contact page, we can ensure that every message is seen and responded to in an organized way.
Please do not reply to automated order confirmation or shipping confirmation emails with customer service questions. Those email addresses are not monitored for support inquiries, and your message may go unanswered. Always use the Contact page.
What to Include in Your Message
To help us resolve your issue as quickly as possible, please include the following information in your message:
Your order number, if your inquiry relates to a specific purchase. This is the most important piece of information you can provide, as it allows us to pull up your order details immediately without going back and forth.
The email address you used to place the order, if it differs from the one you are writing from.
A clear description of the issue or question. If something is wrong, tell us what you expected and what actually happened. If you have a question about a product, let us know which product and what you want to know.
Any relevant documentation, such as photographs of damaged products or screenshots of error messages. Attachments can be helpful but are not always necessary.
The more complete your initial message, the fewer exchanges we will need to resolve the issue. We would rather receive a longer, more detailed message than a vague one that requires multiple follow-ups.
Response Times
We aim to respond to all customer service inquiries within one to two business days. “Business days” are Monday through Friday, excluding holidays observed by our team. Messages received on weekends or holidays will be addressed on the next business day.
During periods of high volume—such as after a major promotion or during a holiday season—response times may be longer. We will do our best to communicate any significant delays through a notice on the website or through an automated reply to your message. We ask for your patience during these periods. Every message will receive a response; we do not ignore inquiries.
If you have not received a response within three business days, please check your spam or junk folder first. Our responses are sent from an automated system, and occasionally they are filtered incorrectly by email providers. If you still do not see a response, send a follow-up message through the Contact page referencing your original inquiry. Do not send multiple follow-ups within a short period, as this can actually slow down the process by creating duplicate tickets.
Scope of Support
We can help with the following types of inquiries:
Order status and tracking: If you have not received tracking information or if tracking has not updated, we can check the status of your order and provide whatever information is available from the carrier.
Shipping delays: If your order has exceeded the estimated delivery window, we can initiate a carrier inquiry and keep you informed of the progress.
Returns and refunds: We can guide you through the return process, provide instructions for sending the product back, and confirm when your refund has been processed.
Product questions: If you are unsure which shade to choose, want to understand the difference between product lines, or need guidance on application, we can provide information based on our knowledge of the products.
Damaged or incorrect items: If your order arrived damaged or if you received the wrong product, we will arrange a replacement or refund and cover any associated shipping costs.
Account and checkout issues: If you encountered a technical problem during checkout or have a question about a charge on your account, we can investigate and help resolve it.
We cannot provide medical or dermatological advice. If you have concerns about an allergic reaction or a skin condition, consult a healthcare professional. We can provide the ingredient list for any product we sell, but we cannot diagnose or treat any medical condition.
What We Cannot Do
We cannot cancel an order that has already entered the fulfillment process. Once the order has been picked and packed, it must ship, and you will need to follow the return process if you no longer want the product.
We cannot change the shipping address on an order that has already shipped. If the address is incorrect, the package may be returned to us, and we will contact you to arrange reshipment.
We cannot expedite shipping beyond the standard timeline. We do not offer express shipping options, and we cannot make a carrier move faster than its normal schedule.
We cannot provide refunds outside the terms of the Refund Policy. We will always try to be reasonable and fair, but the policy exists to set clear expectations for both parties.
We cannot discuss order details with someone other than the person who placed the order, unless that person has given explicit authorization. This is a privacy and security measure.
Escalation
If you are not satisfied with the response you receive from our support team, you may request that your issue be escalated. To do so, reply to the response you received and state clearly that you would like the matter escalated. Your message will be reviewed by a different member of the team, who will assess the situation and determine whether any additional resolution is possible. We take escalation requests seriously and will provide a substantive response, even if the outcome is that the original decision stands.
Feedback
We welcome feedback about your experience with our customer service. If you had a positive experience, let us know—it helps us understand what we are doing right. If you had a negative experience, tell us that too. Specific feedback about what went wrong and what could have been better is invaluable for improving our processes. We read every message, even if we do not always respond to feedback that does not require a reply.
Changes to This Policy
We may update this Customer Service Policy from time to time to reflect changes in our operations or contact channels. The version posted on this website at the time you contact us is the version that applies to your inquiry.
