1. Purpose and scope.

This policy explains how the store handles customer inquiries, what response times a customer should expect, what information to include when contacting support, how escalations are handled, and what the store does when a matter is outside its control. It applies to all customer-initiated communication—order questions, shipping issues, return requests, refund questions, privacy requests, product and ingredient questions, and complaints. It is written so that a customer knows what to expect before sending a message rather than guessing.

2. The single contact channel.

All customer communication is handled through the Contact page. The Contact page provides the current method for reaching support. The store does not publish a direct telephone number for general support because written communication creates a record that is necessary for order investigations, return authorizations, and privacy requests. A customer who contacts support through the Contact page receives a written response that can be referenced later.

The store may provide a telephone number for a specific purpose if a matter cannot be handled effectively in writing, such as a carrier delivery issue that requires immediate coordination. When a telephone number is provided, it is provided for that specific matter, not as a general support line.

3. Response time targets.

The store aims to acknowledge every written inquiry within one business day. Acknowledgment means the customer receives a response confirming that the message has been received and, where possible, providing an initial answer or a timeframe for a fuller response. The store aims to resolve non-complex matters within two business days. Non-complex matters include order status questions, tracking questions, basic return requests, and product and ingredient information requests.

Complex matters take longer. A complex matter is one that requires an investigation with a carrier, an inspection of a returned product, a review of payment records, or coordination with a service provider. The store tells the customer when a matter is complex and provides an expected resolution timeframe. The store does not leave a customer without an update for an extended period; if an investigation is ongoing, the store sends periodic updates even if the update is that the matter is still in progress.

Response times are measured in business days, Monday through Friday, excluding public holidays at the support location. A message received late on Friday may not be acknowledged until Monday. The store does not guarantee resolution within a specific number of hours for every matter because investigations depend on third parties, but the store commits to transparent communication about status.

4. Information to include when contacting support.

A customer can help the store resolve a matter faster by including the following information in the initial message. The order number, if the inquiry relates to an order. The email address used at checkout. The product name, if the inquiry relates to a specific product. A clear description of the issue, including what the customer expected and what happened. Photographs if the issue involves damage, a defect, or an incorrect item. The delivery address and delivery date if the issue involves a missing or delayed parcel.

A customer should not send full payment card numbers, card verification values, or passwords through the Contact page. The store does not need that information to resolve a support matter, and sending it creates an unnecessary security risk. If a customer has already sent sensitive payment information, they should contact their card issuer to monitor the account.

5. Order status and tracking inquiries.

A customer who wants to know the status of an order should first check the dispatch confirmation email and the tracking link, if one was provided. If the tracking status has not changed for several days, the customer should consider whether the parcel is awaiting a customs update or a carrier routing update. A parcel that shows “in transit” but no new scans for a week is often not lost; it may be moving between carrier facilities without intermediate scans.

If the tracking status shows no movement for seven consecutive calendar days beyond the upper end of the estimated transit window, the customer should contact support. The store will open a carrier inquiry. The store may ask the customer to confirm the delivery address and to check with neighbors or building management if the tracking status shows “delivered.” A carrier inquiry can take several business days; the store will update the customer when the carrier responds.

6. Return and refund inquiries.

A customer who wants to return a product should initiate the request through the Contact page and include the order number, product name, reason for return, and delivery date. The store will respond with a return authorization and instructions. The customer should not ship the product back before receiving authorization because an unauthorized return may not be tracked to the correct process.

A customer who has already returned a product and wants to know the status of a refund should include the return tracking number and the date the return was delivered to the store. The store will confirm receipt and inspection status. If the refund has been initiated, the store will provide the date of initiation and the amount. If the customer has not seen the credit within ten business days after the store’s refund notification, the customer should contact their bank or card issuer first because the issuer can confirm whether the credit is pending posting.

7. Product questions and adverse reactions.

A customer who has a question about ingredients, usage, layering, or suitability for a skin or hair type should contact support and describe the question. The store can provide information about the ingredient list and how a product is intended to be used, but it cannot provide medical or dermatological advice. A customer who is pregnant, nursing, taking medication, managing a skin or scalp condition, or using a prescription topical treatment should consult a licensed healthcare professional before adding a new active or acid-containing product to a routine.

A customer who experiences an adverse reaction should discontinue use immediately and seek medical attention if the reaction is severe. The customer should contact support to report the reaction and provide information about the product, the amount used, and the timing. The store will treat the report as a potential safety matter and may request a return of the product or a sample. The store does not resell products associated with an adverse reaction.

8. Complaints and escalation.

A customer who is not satisfied with the initial response may request escalation. The customer should reply to the existing support thread and state that escalation is requested, along with the reason. The store will route the matter to a more senior support team member. Escalation does not guarantee a different outcome, but it ensures that the matter receives a second review.

If a customer believes that a policy has not been followed, the customer should identify the specific policy and the specific action that is believed to be inconsistent with it. The store will review the matter against the applicable policy and explain the outcome. If the store determines that an error was made, the store will correct it and, where appropriate, offer a remedy.

9. Matters outside the store’s control.

Some matters are outside the store’s control: carrier delays caused by weather or customs, delivery attempts that fail because no one is available, and bank posting times for refunds. The store assists with these matters by opening carrier inquiries, providing documentation, and contacting service providers, but it cannot compel a carrier to move faster or a bank to post a credit sooner.

When a matter is outside the store’s control, the store explains what is happening and what the customer can do. If the customer has followed the store’s instructions and the matter remains unresolved after a reasonable period, the store considers whether a goodwill remedy—such as a replacement or refund—is appropriate, even if the carrier has not yet confirmed the outcome. The store makes these decisions case by case.

10. Communication standards and recordkeeping.

The store communicates in plain English and aims to be direct, respectful, and free of jargon. The store does not use automated responses that fail to address the customer’s specific question. If an automated acknowledgment is sent, it is followed by a human response within the response-time target.

Support communications are retained for a reasonable period so that the store can reference prior interactions and resolve follow-up issues. A customer who wants a copy of a support communication may request it through the Contact page. The store may redact information that relates to another person or that is subject to a legal restriction.

11. Changes to this Customer Service Policy.

The store may update this policy to reflect changes in support channels, response targets, or escalation procedures. The version of this policy in effect when a customer contacts support governs that interaction. A customer who wants to confirm the terms that applied to a past interaction may contact support through the Contact page.