This Customer Service Policy describes how we support you before, during, and after your purchase. It applies to all interactions with our team and should be read together with our Shipping Policy, Refund Policy, and Terms of Purchase. All transactions and refunds are in USD.
Our service promise. We believe customer service should feel like the same joy we put into our formulas: warm, clear, and free of friction. Our team is trained to listen first, resolve quickly, and communicate plainly. We do not use scripts that dodge the question, and we do not hide behind policy language when a straightforward answer will do. If we make a mistake, we own it and fix it.
How to reach us. The Contact page is the single front door for all inquiries, including order questions, shipping and tracking issues, returns and refunds, duty reimbursement requests, product guidance, privacy requests, and general feedback. Using the Contact page ensures your message is logged, routed to the right team, and tracked to resolution. Please include your order number where relevant and as much detail as possible so we can help on the first reply.
Response times. We aim to respond to all inquiries promptly, and we prioritize time-sensitive matters such as damaged parcels, delivery exceptions, and duty collection notices. Response times can be longer during peak promotional periods and public holidays, and we will keep you informed if there is a delay. Every inquiry receives a human reply; we do not close tickets without a resolution or a clear next step agreed with you.
Order support. We can help with order changes before dispatch, address confirmation, tracking interpretation, split shipments, and delivery exceptions. Because processing begins quickly, changes after dispatch may not be possible, but we will always tell you what is and is not feasible rather than leaving you guessing. For undeliverable parcels, we will contact you to arrange reshipment or a refund in line with our Refund Policy.
Shipping and duty support. Shipping is free on every order with no minimum, and we absorb applicable duties and taxes so you are never asked to pay extra on delivery. If a carrier or customs authority ever requests payment from you in error, do not pay it; send us the notice through the Contact page and we will coordinate with the carrier or authority and reimburse any amount you were wrongly asked to pay. Delivery is estimated at six to twelve days after dispatch, and dispatch occurs within one to three business days. If tracking stalls, we will open a carrier investigation and keep you updated.
Returns and refunds support. Our return window is sixty days from delivery, and approved refunds are issued within five to ten days to the original payment method in USD. We will confirm eligibility, provide return instructions, and explain who covers return shipping before you send anything back. We never charge restocking fees, and we never deduct the original outbound shipping because outbound shipping was free. If you are unsure whether an item qualifies, ask us first through the Contact page and we will give you a clear answer.
Product guidance. Choosing skincare can feel overwhelming, and we are happy to help. Tell us your skin type, concerns, and what you have tried before, and we will suggest a routine from our range. We do not diagnose medical conditions and we do not replace professional dermatological advice; if you have a medical concern, please consult a qualified professional. For patch testing, ingredient questions, and compatibility between products, our team can provide general guidance based on the information we publish.
Feedback and complaints. We read every piece of feedback. If something fell short, tell us through the Contact page and we will investigate, explain what happened, and take corrective action where warranted. Complaints are logged and reviewed so that patterns are addressed rather than repeated. If you are unhappy with a resolution, say so and ask for escalation; we will route the matter to a senior team member.
Accessibility and language. We aim to make our service accessible to all customers and to communicate in clear, plain English. If you need information in an alternative format or have difficulty using the Contact page, let us know and we will find a workable way to help.
Policy references. This policy works together with our Shipping Policy, Refund Policy, Privacy Policy, Terms of Purchase, and Terms of Use. Where a question is not covered here, the relevant policy governs, and our team will point you to the right section. Nothing in this policy limits any non-waivable rights you may have under applicable consumer protection law.
Contact for service matters. All service inquiries are handled through our Contact page. Include your order number, a clear description of the matter, and any supporting photographs or documents. We will respond with a human answer, a clear next step, and a commitment to see the matter through.
