Customer Service Policy – Jonesroadbeouty

At Jonesroadbeouty, we’re dedicated to making your clean beauty journey—from gentle cleansers and hydrating serums to buildable makeup and targeted treatments—as smooth and reassuring as finding a product that fits your skin perfectly. Whether you need help decoding an ingredient list, choosing a serum for sensitive skin, tracking an order, or arranging a return for a product that didn’t work, our team is here to provide knowledgeable, empathetic support. This policy outlines our commitments to you, so you know exactly what to expect when you reach out.

1. Service Scope & Support Channels

We’re here to assist with every step of your Jonesroadbeouty experience, including:

Product inquiries (ingredient details, skin type compatibility, usage tips—e.g., “Is this moisturizer safe for eczema-prone skin?” or “How often should I use the vitamin C serum?”).
Order support (tracking updates, payment issues, delivery status, modifications to orders for cleansers, serums, or makeup).
Returns, exchanges, and refunds (for products that don’t meet your expectations, cause irritation, or arrive damaged).
Post-purchase concerns (allergic reactions, product performance issues, missing items in your order, or questions about skincare routine layering).
Feedback or suggestions (requests for new clean beauty products, improvements to our ingredient guides, or input on packaging sustainability).

How to connect with us:

Email: Our primary support channel is [email protected]—we respond to all emails within 24-48 business hours (excluding weekends and U.S. public holidays). For faster assistance, include your order number (if applicable) and specific details (e.g., “Question about the Fragrance-Free Cleanser – Order #56789” or “Allergic reaction to the Hyaluronic Acid Serum”).
Live Chat: For immediate questions (e.g., “Is this foundation cruelty-free?” or “Does the retinol alternative serum work for mature skin?”), our live chat is available Monday to Friday, 9 AM–6 PM ET. You’ll find the chat icon in the bottom right corner of our website—no account login required, so you can get quick answers while browsing.
Phone Support: For detailed skincare guidance (e.g., building a routine for acne-prone skin) or complex order issues, call us at Monday to Friday, 10 AM–5 PM ET. Our team includes skincare enthusiasts trained in clean beauty ingredients, so you’ll get advice tailored to your needs.
Follow-Up: For ongoing issues (e.g., resolving a return, addressing a skin reaction), we’ll assign a dedicated support representative to update you at each stage—so you never have to repeat your concern or wonder about progress.

2. Product & Order Support

Product Guidance for Clean Beauty

We know clean beauty ingredients can feel overwhelming—and choosing the right product for your skin type matters. Our team is trained to help you:

Decode Ingredients: We’ll break down what key ingredients do (e.g., “Niacinamide helps regulate oil production for oily skin”) and why we avoid certain additives (e.g., “This serum has no synthetic fragrances to reduce irritation for sensitive skin”). We’ll also clarify confusing terms (e.g., “What’s the difference between ‘organic’ and ‘clean’?”) to help you make informed choices.
Match to Your Skin: Whether you have dry, oily, combination, sensitive, mature, or acne-prone skin, we’ll recommend products tailored to your needs (e.g., “For dry skin, try our Peptide Moisturizer—it has shea butter to lock in hydration without heaviness”). If you’re unsure about your skin type, we can walk you through a quick assessment (e.g., “Do you notice shine in your T-zone by noon? That’s a sign of combination skin”).
Usage Tips: We’ll share best practices for getting the most out of your clean beauty products (e.g., “Apply vitamin C serum in the morning before sunscreen to protect against free radicals” or “Pat the toner into skin instead of wiping—this preserves hydration”). We can also help with routine layering (e.g., “Serums go before moisturizer, and sunscreen is always last”).

If you’re on the fence about a product, reach out before purchasing—we’d rather help you choose right the first time than see you return something later.

Order Confirmation & Tracking

Order Confirmation: As soon as you place an order, you’ll receive a confirmation email with your order number, product details (e.g., “Blemish Serum – 30ml,” “Cream Blush – Shade ‘Rosé’”), shipping address, and total amount paid. If you don’t receive this email within 1 hour, check your spam folder—then contact us to resend it.
Shipping Updates: Once your order ships (typically within 1-3 business days), we’ll send a second email with a tracking link and carrier information (e.g., USPS, UPS). You can use this link to monitor your package’s progress in real time—from our warehouse to your door. We also offer order tracking directly on our website: just go to “Track Order” in the header, enter your order number and email, and see the latest status.
Delay Notifications: If your order is delayed (e.g., due to high demand for a popular serum, carrier disruptions, or inventory shortages for a limited-edition makeup shade), we’ll notify you via email within 2 business days. We’ll include a new estimated delivery date and, if applicable, a discount code for your next purchase as a thank-you for your patience.

3. Returns & Exchanges

We want you to love your clean beauty products—and if they don’t work for you, we make returns and exchanges easy. Our policy accounts for the unique needs of skincare and makeup (where hygiene and skin compatibility are key).

Eligibility & Timelines

You may request a return or exchange within 30 days of delivery (as confirmed by the shipping carrier).
Products must meet the following conditions:
Unopened/unused products: Must be in original packaging with all seals, tags, and labels intact (e.g., pump tops sealed, lipstick tubes unswiveled, serum boxes unopened). This ensures the product is safe for other customers.
Opened/used products: Eligible only if they cause allergic reactions, irritation, or don’t perform as described (e.g., a “brightening serum” that doesn’t improve dullness, a moisturizer that causes redness). You must have used no more than 10% of the product (e.g., 1-2 pumps of serum, a small dab of moisturizer) to qualify—this balances your right to test with our need to prevent misuse.
Final sale items (marked “Final Sale” on the product page, often including limited-edition makeup sets or discounted skincare bundles) are non-returnable and non-exchangeable—please check the product details before purchasing.

How to Start a Return/Exchange

Initiate Your Request: Use our online “Return Portal” (found under “My Account” > “Orders”) or email [email protected] with:

Your order number.
The product(s) you want to return/exchange (e.g., “Sensitive Skin Toner – 150ml,” “Vegan Mascara”).
Reason for return/exchange (e.g., “Caused itching on cheeks,” “Ordered the wrong shade,” “Prefer a fragrance-free version”).
For exchanges: Specify your desired product or shade (if in stock).
For opened/irritating products: Attach 1-2 clear photos of the affected skin (if applicable) and the product’s current condition.

Receive Approval & Instructions: We’ll review your request within 24 hours. If approved:

For unopened products: We’ll send a prepaid return shipping label (for U.S. orders) and a return address. Pack the product securely in its original packaging (add bubble wrap if needed for glass bottles like serums or toners).
For opened/irritating products: We may waive the return requirement (to avoid you having to ship a product that caused discomfort). Instead, we’ll ask you to confirm safe disposal (e.g., “Please discard the serum”) and process the refund or exchange once confirmed.

Ship the Product (If Required): Drop the package off at the designated carrier within 7 days of receiving the label. Keep the return tracking number for your records.
Process Your Request:

Refunds: Issued to your original payment method within 5-7 business days of us receiving and inspecting the product.
Exchanges: Shipped for free (U.S. orders) as soon as we confirm the returned item is eligible. If your desired product is out of stock, we’ll offer a full refund or suggest a similar alternative (e.g., “The Rosé Blush is out—try the Peach shade, it’s a similar warm tone”).

4. Post-Purchase Concerns & Skin Reactions

We take your skin’s health seriously—and while we carefully vet all products for safety, everyone’s skin is unique. If you experience an issue after using our products, here’s how we can help:

Allergic Reactions or Irritation

If a product causes redness, itching, burning, or other irritation:

Stop Using the Product: Discontinue use immediately and rinse the area with cool water if needed. If symptoms are severe (e.g., swelling, difficulty breathing), contact a dermatologist right away.
Notify Us: Email us at [email protected] with your order number, product name, a description of the reaction, and photos (if possible).
Our Response: We’ll work with you to resolve the issue—this may include a full refund, a replacement with a gentler product (e.g., switching to a fragrance-free cleanser), or guidance on soothing your skin (e.g., “Apply a cool, damp cloth to reduce redness”). We also log these feedbacks to review our product selection and ensure safety.

Product Performance Issues

If a product doesn’t work as expected (e.g., “This blemish serum didn’t reduce my breakouts,” “The foundation didn’t last all day”), let us know. We’ll:

Troubleshoot usage (e.g., “Are you applying the serum to clean, dry skin? That helps absorption”).
Recommend adjustments (e.g., “For breakouts, try using the serum twice a day instead of once”).
Offer a refund or exchange if the product still doesn’t meet your needs.

5. Warranty & Defective Products

All Jonesroadbeouty clean beauty products are backed by a 30-day quality warranty from the date of delivery. This covers:

Defective Packaging: Products that arrive with broken seals, leaking bottles (e.g., a serum pump that doesn’t work), or damaged boxes.
Product Issues: Items that are expired, have a strange texture/smell (e.g., a lotion that’s separated), or don’t match the product description (e.g., receiving a scented moisturizer when you ordered fragrance-free).

To file a warranty claim:

Email us at [email protected] with your order number, photos of the defect, and a brief description of the issue.
We’ll review your claim within 24 hours. If approved, we’ll send a replacement product for free (no need to return the defective item) or issue a full refund—whichever you prefer.

6. Feedback & Continuous Improvement

Your opinion helps us make Jonesroadbeouty better—for you and our entire clean beauty community. Whether you loved a product, had a great experience with our support team, or have ideas for improvement, we want to hear it:

Product Feedback: Tell us what worked (e.g., “This cleanser cleared my breakouts!”) or what didn’t (e.g., “The lipstick dried out my lips”). We share this with our product team to guide future formulas.
Service Input: Let us know if our team helped you well—or if there’s something we could improve (e.g., “The live chat rep explained niacinamide clearly!”).
Product Requests: If you’re looking for a specific clean beauty product (e.g., “Do you plan to carry a clean sunscreen?”), we’ll add it to our wishlist and notify you if we stock it.

You can share feedback via email, live chat, or our “Contact Us” form—we read every message.

Final Note

At Jonesroadbeouty, customer service isn’t just about fixing problems—it’s about building trust. We’re here because we care about clean beauty and about you—your skin, your questions, and your journey. Whether you’re a first-time clean beauty shopper or a long-time enthusiast, we’re committed to making your experience with us as positive as the products we sell.

If you have questions about this policy, need help with a product or order, or just want to chat about clean beauty, reach out anytime via email ([email protected]), live chat, or phone. We’re here for you.

Thank you for choosing Jonesroadbeouty—here’s to happy, healthy skin (and great customer service)!