Customer Service Policy

At our store, providing exceptional customer service is at the heart of everything we do. We strive to ensure your shopping experience—from browsing our products to post-purchase support—is smooth, stress-free, and satisfying. This policy outlines our commitment to you and the support services we offer.

Contacting Customer Service

We offer a convenient way for you to reach our customer service team for any questions, concerns, or assistance:
  • Primary Contact Method: Submit an inquiry through the form on our Contact Us page. This is the most efficient way to connect with us, as it allows our team to track and respond to your request promptly.
  • Our team reviews all inquiries regularly and works to provide a thorough response as quickly as possible.
We do not offer phone support at this time, but rest assured that all form submissions are prioritized, and we aim to address your needs with the same level of care and attention as in-person or phone support.

Service Hours & Response Time

While we strive to assist you around the clock, our customer service team processes inquiries during standard business hours. We aim to respond to all form submissions within a reasonable timeframe, typically within 2-3 business days. During peak shopping periods, response times may be slightly extended, but we will always keep you updated if there is a delay in addressing your request.

Assistance We Provide

Our customer service team is here to help with a wide range of issues and questions, including:
  • Order status updates, including shipping and delivery inquiries.
  • Assistance with initiating returns and processing refunds, in line with our Refund Policy.
  • Clarifications on product details, usage, and compatibility.
  • Help with website navigation, account issues, and checkout problems.
  • Resolving issues with defective products or incorrect orders.
  • Answering questions about our shipping policy, pricing, and payment methods.

Handling Order & Product Issues

We understand that issues may arise with your order or products, and we are committed to resolving them fairly and efficiently:
  • Incorrect or Damaged Items: If you receive the wrong item, a damaged product, or a defective item, please contact us via the Contact Us form with your order number and photos of the issue (if applicable). We will arrange for a replacement, refund, or other appropriate resolution at no additional cost to you.
  • Missing Packages: If your order shows as delivered but you have not received it, please first check with neighbors, building management, or your local postal service. If you still cannot locate your package, contact us with your order number and tracking details, and we will investigate the issue with our shipping partners.
  • Order Cancellations or Changes: We process orders quickly (within 1-3 business days), so order cancellations or address changes are only possible if requested before your order has been shipped. Contact us immediately if you need to modify or cancel your order, and we will do our best to accommodate your request.

Commitment to Customer Satisfaction

Your satisfaction is our top priority. We take all customer feedback seriously and use it to improve our products, services, and overall shopping experience. If you are not satisfied with the assistance provided or the resolution to your issue, please let us know, and we will escalate your case to ensure it is reviewed by a senior team member.

Language Support

Our customer service is provided in English, as we primarily serve customers in the United States. All communications, including responses to your inquiries, will be in English to ensure clarity and accuracy.

Additional Resources

For quick answers to common questions, we recommend reviewing our other policy pages before contacting customer service:
  • Shipping Policy: Details on delivery timelines, free shipping, and tracking.
  • Refund Policy: Information on returns, refunds, and eligibility.
  • Privacy Policy: How we protect your personal information.
We value your trust in our brand and are dedicated to providing the support you need to enjoy a positive shopping experience. Thank you for choosing us for your hair care needs.