At our beauty brand, your satisfaction is at the heart of everything we do. We strive to provide exceptional customer service that matches the quality of our luxury makeup, skincare, and fragrance—ensuring a seamless, enjoyable experience from browsing to delivery. Whether you have questions about orders, products, or returns, our dedicated team is here to assist you with care and efficiency.
1. Service Scope & Availability
Our customer service team is available to support you with all inquiries related to: order status, shipping updates, product details, sizing/usage guidance, returns & refunds, and account management. We aim to respond to all requests in a timely manner, prioritizing clear communication and practical solutions.
While we work to assist you around the clock, our core response hours align with U.S. time zones to ensure prompt support for our primary customers. You can expect a response to your inquiry within 24-48 business hours.
2. How to Contact Us
For all questions, feedback, or assistance, please reach out via the contact form on our Contact Us page. This is our preferred channel to ensure your inquiry is directed to the right team member quickly and efficiently. We do not offer phone support at this time, but our form allows you to provide detailed information, and we will follow up with you via email.
3. Order & Shipping Support
We understand the excitement of receiving your beauty essentials, and we’re committed to keeping you informed every step of the way.
-
Order Confirmation: You will receive an email confirmation immediately after placing your order, including your order number and details. If you do not receive this email within 1 hour, please check your spam folder or contact us to verify your order.
-
Shipping Updates: Once your order is processed and shipped (within 1-3 business days), you will receive a shipping confirmation email with a tracking number. This allows you to monitor your delivery progress globally, as we offer free shipping worldwide.
-
Delays or Issues: While we strive for on-time delivery (6-12 business days after shipping), unforeseen circumstances (customs delays, carrier disruptions) may occur. If your order is delayed beyond the expected timeframe, please contact us with your order number, and we will investigate and provide updates promptly.
4. Product Inquiries & Guidance
Our team of beauty enthusiasts is here to help you find the perfect products for your needs. Whether you’re unsure about a shade, curious about ingredients, or need usage tips for skincare or makeup, we’re happy to share personalized recommendations. We stand by the quality of our products, and we’re transparent about details to help you shop with confidence—even with our exclusive 30% off discount.
5. Returns & Refunds Support
We want you to love your purchase, but if you’re not completely satisfied, our 60-day return policy ensures flexibility. Our team will guide you through the return process seamlessly:
-
Initiate a return request via the contact form, and we will provide a return authorization and instructions.
-
Once we receive and inspect your returned item (unused, in original condition and packaging), we will process your refund within 5-10 business days.
-
All refunds are issued in USD to the original payment method. Please note that return shipping costs (if applicable) are not refundable—we only cover shipping for defective or incorrect items.
6. Defective or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us immediately with photos of the item and your order number. We will arrange for a free replacement or a full refund (including any associated costs) and cover the return shipping for the faulty item. We take great care in packaging and quality control, and we apologize for any inconvenience caused by such issues.
7. Our Commitment to You
We believe customer service should be as luxurious as our products—friendly, reliable, and respectful. We do not compromise on support, even with our affordable pricing and free global shipping. We value your trust and feedback, as it helps us improve our services and products for every beauty lover.
Thank you for choosing our brand. We’re honored to be part of your beauty journey and are here to support you every step of the way.
