Jonesroadbeauty Customer Service Policy

At Jonesroadbeauty, your satisfaction is at the heart of everything we do. We strive to provide a seamless, supportive shopping experience—from the moment you browse our site to the second you unbox your order, and beyond. This Customer Service Policy outlines our commitments to you, as well as key details to help you navigate any questions or needs that may arise.

1. Our Service Commitment

We believe great customer service starts with transparency, responsiveness, and empathy. Our team is dedicated to:

  • Answering your inquiries in a timely manner (we aim to respond to all emails within 24–48 business hours, excluding weekends and holidays).
  • Resolving issues fairly and efficiently, with your needs as our top priority.
  • Providing accurate, up-to-date information about our products, orders, shipping, and returns.
  • Treating every customer with respect, regardless of your shopping history or request.

2. Order Support

We want your order experience to be smooth. Here’s how we can help with order-related questions:

  • Order Tracking: Once your order ships, you’ll receive a confirmation email with a tracking number (linked to our shipping partner’s site) to monitor delivery progress. If tracking info isn’t updating or you can’t find your email, contact us at [email protected] with your order number.
  • Order Changes/Cancellations: We process orders quickly (usually within 12 hours of placement) to get your products to you fast. If you need to modify or cancel an order, please reach out immediately—we’ll do our best to assist, but we can’t guarantee changes once the order has been shipped.
  • Missing or Damaged Items: If your order arrives with missing products or damaged items, notify us within 7 days of delivery. Please include your order number, photos of the damaged item (and packaging, if applicable), and a detailed description of the issue. We’ll arrange a replacement, refund, or store credit (your choice) at no cost to you.

3. Returns & Exchanges

We want you to love your Jonesroadbeauty products. If something doesn’t work for you, we offer flexible returns/exchanges, subject to the following:

  • Eligibility: Items must be unused, unopened, and in their original packaging (with tags/seals intact) to qualify. Used or opened makeup products cannot be returned or exchanged (for health and safety reasons).
  • Timeframe: Requests must be submitted within 30 days of delivery.
  • Process:
  1. Email us at [email protected] with your order number, the item(s) you want to return/exchange, and the reason for your request.
  2. Our team will send you a prepaid return label (international customers may be responsible for return shipping costs).
  3. Ship the item(s) back to us—we’ll process your refund (to your original payment method) or send your exchange within 5–7 business days of receiving the return.
  • Exceptions: Final sale items (marked as “Non-Returnable”) and gift cards are not eligible for returns or exchanges.

4. Product Inquiries & Support

Have questions about a product’s ingredients, shade range, or how to use it? We’re here to help:

  • Ingredient Details: Full ingredient lists are available on each product page. If you have specific concerns (e.g., allergies to certain ingredients), email us—our team can provide additional context or suggest alternative products.
  • Shade Matching: Unsure which shade is right for you? Share details about your skin tone (e.g., warm/cool/neutral) or current favorite products, and we’ll offer personalized recommendations.
  • Product Issues: If a product arrives defective (e.g., broken lipstick, leaking foundation) or doesn’t perform as described, contact us within 7 days of delivery—we’ll send a replacement at no cost.

5. Communication Channels

The best way to reach our customer service team is via email:

  • Primary Contact: [email protected] (our preferred channel for detailed inquiries, returns, or order issues).
  • Additional Support: For quick questions (e.g., shipping times), you can also reach us via our website’s live chat (available Monday–Friday, 9 AM–5 PM).

We do not offer phone support at this time, but we ensure all email and live chat inquiries are addressed thoroughly and promptly.

6. Privacy & Data Protection

We take your privacy seriously. Any personal information you share with us (e.g., name, email, shipping address) is used solely to process your order, provide customer service, and communicate with you about your account. We will never sell or share your data with third parties (except with trusted partners who help us fulfill orders, e.g., shipping carriers—they only receive information necessary to deliver your package). For more details, see our(insert link to Privacy Policy page).

7. Policy Updates

We may update this Customer Service Policy from time to time (e.g., to reflect changes in shipping carriers or return processes). Any updates will be posted on this page, with the “Last Updated” date at the top. We encourage you to review this policy periodically.

At Jonesroadbeauty, we’re grateful for your trust—and we’re committed to making sure every interaction with our team leaves you feeling valued. If you have feedback on how we can improve our service, please let us know—your input helps us grow.

Thank you for choosing Jonesroadbeauty!