Customer Service Policy for Jones Road Beautye

At Jones Road Beautye, we believe that exceptional customer service is at the heart of our relationship with you. We are committed to providing prompt, helpful, and personalized support to ensure your experience with our brand is positive—whether you have questions about our products, need assistance with an order, or want to share feedback. This Customer Service Policy outlines how we strive to serve you.

1. Our Commitment

Our goal is to make your journey with Jones Road Beautye as smooth as possible. We are dedicated to:

  • Listening to your needs and concerns with care and respect.
  • Providing accurate, transparent information about our products, orders, shipping, and policies.
  • Resolving issues efficiently and fairly, with your satisfaction as our priority.

2. How to Reach Us

You can contact our customer service team through the following channel:

  • Email: Send your inquiries to [email protected]. This is our primary method of communication, allowing us to track your request and provide detailed, documented responses.

3. Response Times

We aim to respond to all inquiries as quickly as possible:

  • General Questions: Expect a reply within 2–3 business days (excluding weekends and major holidays).
  • Order Issues (e.g., tracking updates, missing items, returns): We prioritize these requests and typically respond within 1–2 business days.
  • During periods of high volume (e.g., sales, holidays), response times may be slightly extended, but we will always acknowledge your message within 48 hours to confirm we’ve received it.

4. What We Can Assist With

Our customer service team is here to help with a wide range of needs, including:

  • Product information (ingredients, usage, availability, and recommendations for clean beauty products like our Uber-black mascara or peppermint lip gloss).
  • Order status and tracking updates.
  • Shipping questions (address changes, delivery delays, or international customs).
  • Return and refund requests (in line with our Refund Policy).
  • Feedback or concerns about your experience with our brand.

5. How We Resolve Issues

If you encounter a problem, we follow these steps to address it:

  1. Understanding Your Concern: We will ask for details (e.g., order number, product name, or specific issue) to ensure we fully grasp your situation.
  2. Providing a Solution: We will work with you to find a fair resolution, which may include sending a replacement, processing a refund, or offering guidance to resolve the issue.
  3. Following Up: After resolving your request, we may follow up to ensure you are satisfied with the outcome.

6. Feedback and Suggestions

We value your input—whether it’s praise, criticism, or ideas for improvement. Your feedback helps us grow and enhance our products and services. You can share your thoughts via email at [email protected], and we will review every message carefully.

7. Limitations

While we strive to assist with all reasonable requests, there are some limitations to our service:

  • We cannot alter or cancel orders that have already been shipped (please refer to our Shipping Policy for details on address changes).
  • We cannot guarantee availability of out-of-stock products, but we will notify you of restock timelines when possible.
  • For issues related to third-party services (e.g., payment processors, shipping carriers), we will help facilitate communication but may need to coordinate with the provider for a resolution.

8. Updates to This Policy

We may update this Customer Service Policy from time to time to better serve you. Any changes will be posted on this page with a revised “last updated” date.

Thank you for choosing Jones Road Beautye. We look forward to supporting you on your clean beauty journey.

Last updated: August 15, 2025