Customer Service Policy – Jonesroadbeauty

At Jonesroadbeauty, we believe that exceptional customer service is as essential as the clean, high-quality beauty products we offer. Our team is dedicated to ensuring your experience with us—from browsing our site to post-purchase support—is smooth, transparent, and satisfying. This Customer Service Policy outlines how we support you, how you can reach us, and what you can expect when you connect with our team.

1. Our Service Commitment

We strive to uphold the following principles in every interaction:

  • Transparency: We provide clear, accurate information about our products, orders, shipping, returns, and policies to help you make informed decisions.
  • Responsiveness: We prioritize timely replies to your inquiries and efficient resolution of any issues you may encounter.
  • Empathy: We listen to your needs and concerns, treating every customer with respect and care.
  • Consistency: Whether you reach out via email or other channels, you’ll receive the same level of attentive service from our team.

2. How to Contact Us

The primary way to connect with our customer service team is via email—our most efficient channel for addressing your needs thoroughly.

This is our preferred method for all inquiries, as it allows us to track your request, share details (e.g., order updates, return instructions), and ensure nothing falls through the cracks.

  • Response Time: We aim to reply to all emails within 24–48 business hours (Monday to Friday, excluding major holidays). During peak periods (e.g., sales events, holiday seasons), response times may be slightly extended—we appreciate your patience and will prioritize urgent requests (e.g., missing orders, damaged products) whenever possible.

3. Support for Common Inquiries

Our team is ready to assist with a wide range of questions and issues. Below is how we handle the most common customer needs:

3.1 Order-Related Support

  • Order Status Checks: If you want to track your order or confirm its processing stage, email us with your order number (found in your order confirmation email) and we’ll share the latest updates—including shipping tracking links (when available).
  • Order Changes or Cancellations: To modify or cancel an order, contact us immediately. We can only accommodate changes (e.g., updating a shipping address) or cancellations if the order has not yet been processed or shipped (typically within 1–3 business days of placement). If the order has already shipped, we’ll guide you through our return process (see Section 3.3).
  • Missing or Incorrect Orders: If you don’t receive your order within the estimated 6–12 business days, or if you receive the wrong product(s), email us with your order number, photos of the shipping label (if applicable), and a description of the issue. We’ll investigate promptly and resolve it by reshipping the correct item(s) or issuing a full refund—no additional cost to you.

3.2 Product Inquiries

  • Product Details: We’re happy to share more information about our clean beauty products, including ingredients (e.g., confirming sulfate-, paraben-, and phthalate-free formulas), usage tips, or shade descriptions (for products like lip gloss).
  • Allergy or Sensitivity Concerns: If you have skin allergies or sensitivities, email us with your concerns, and we’ll provide detailed ingredient lists to help you determine if a product is suitable. Note: While our products are formulated to be gentle, we recommend patch-testing new products before full use.

3.3 Returns and Refunds Support

We want you to love your Jonesroadbeauty products—if you’re not satisfied, our 60-day return policy makes the process simple:

  • Initiating a Return: Email us at [email protected] with your order number, the product(s) you want to return, and the reason for the return. We’ll send you a Return Authorization (RA) number and step-by-step instructions for shipping the item(s) back.
  • Return Eligibility Checks: Our team will confirm if your return qualifies (unused, unopened, undamaged products within 60 days of delivery). If you’re unsure about eligibility, reach out—we’ll clarify before you ship.
  • Refund Updates: Once we receive and inspect your returned item(s), we’ll process your refund within 5–10 business days. We’ll email you to confirm when the refund is sent, and provide details on how to track it with your payment provider.

3.4 Shipping and Delivery Support

  • Global Free Shipping Confirmation: We offer free shipping worldwide on all orders—no minimum purchase required. If you have questions about how shipping is processed (e.g., carrier selection), email us for details.
  • Delivery Delays: If your order is delayed beyond the 6–12 business day estimate (e.g., due to customs holds or carrier issues), contact us with your tracking number. We’ll work with the shipping provider to investigate and update you on the expected delivery date.

4. Special Circumstances

  • Holiday Periods: During major holidays (e.g., Christmas, Thanksgiving, Black Friday), order processing, shipping, and customer service response times may be extended. We’ll post updates on our website and send email notifications to keep you informed of any changes.
  • Product Recalls (If Applicable): In the rare event of a product recall, we’ll notify all affected customers via email (using the address associated with their order) and provide clear instructions for returning the product and receiving a full refund or replacement. Our team will be available to answer questions and support you through the process.

5. Feedback

We value your input—it helps us improve our products and service. If you have suggestions, compliments, or concerns about your customer service experience, please share them via email at [email protected]. We review all feedback and use it to make meaningful changes to better serve you.

Thank you for choosing Jonesroadbeauty. We’re proud to be part of your clean beauty journey, and our team is here to support you every step of the way.