At Jonesroadbenuty, we believe exceptional clean beauty should be paired with equally exceptional customer care. Our policy is rooted in transparency, responsiveness, and respect—ensuring every interaction with us leaves you feeling valued, supported, and confident in your clean beauty journey. Below, we outline the key details of our customer service commitments to you.

1. Contact & Response Commitment

We’re here to answer your questions, address concerns, and share tips for making the most of our clean beauty products.

  • Primary Contact Channel: Email us at [email protected] (our dedicated customer service inbox, monitored 7 days a week).
  • Response Time: We aim to reply to all inquiries within 24 hours (excluding major holidays, where responses may take up to 48 hours). For urgent matters (e.g., missing orders, damaged products), we prioritize resolution and will follow up with you promptly.
  • Additional Support: While email is our primary channel, we may request photos (e.g., of damaged items) or order details to streamline solutions—rest assured, all shared information is handled per our Privacy Policy (see Section 5).

2. Order Management & Tracking

We want you to stay informed about your clean beauty purchases every step of the way:

  • Order Confirmation: Immediately after placing an order, you’ll receive a confirmation email with your order number, item details, and shipping address. If you don’t see this email within 1 hour, check your spam folder or contact us to verify your order.
  • Shipping Updates: Once your order ships, we’ll send a tracking email with a link to monitor delivery progress (delivery times vary by location; standard shipping typically takes 3–7 business days).
  • Order Changes/Cancellations: We process orders quickly to get your products to you fast, so changes or cancellations must be requested within 1 hour of placing your order via email. After 1 hour, we cannot guarantee modifications, but we’ll work with you to find a solution (e.g., returns once the order arrives).

3. Returns & Refunds (Clean Beauty Guarantee)

We stand behind the quality of our clean beauty products—and if you’re not satisfied, we’ll make it right. Our return policy applies to all unused, unopened items (for hygiene reasons, used products like mascara or lip gloss cannot be returned, unless they arrive damaged or defective).

  • Eligibility: Items must be returned within 30 days of delivery in their original packaging (with tags, seals, or boxes intact). Damaged/defective items are eligible for return up to 30 days of delivery, even if opened—just include photos of the issue in your email.
  • Return Process:
  1. Email [email protected] with your order number, reason for return, and (if applicable) photos of damaged items.
  2. We’ll send you a pre-paid return label (free of charge for eligible returns) and instructions for shipping.
  3. Once we receive and inspect the return (typically 2–3 business days after delivery to our warehouse), we’ll process your refund.
  • Refund Timeline: Refunds are issued to your original payment method within 5–7 business days of inspection. You’ll receive a confirmation email once the refund is processed.
  • Exceptions: Final sale items (marked clearly on the product page) and personalized products (if applicable) are non-returnable and non-refundable.

4. Damaged, Missing, or Incorrect Items

If your order arrives with issues, we’ll resolve it promptly:

  • Damaged/Defective Items: Email us within 48 hours of delivery with your order number and photos of the damaged product + packaging. We’ll send a replacement free of charge or issue a full refund (your choice).
  • Missing Items: If an item is missing from your order, contact us within 48 hours of delivery. We’ll verify the order with our warehouse and either ship the missing item or refund its cost.
  • Incorrect Items: If you receive the wrong product, email us within 48 hours of delivery. We’ll send the correct item for free and provide a pre-paid label to return the incorrect one (no cost to you).

5. Privacy & Data Protection

Your trust matters—and we never share or sell your personal information. All data collected (e.g., order details, email address, shipping information) is used solely to process orders, provide customer service, and communicate updates. We comply with global data protection standards to keep your information secure. For full details, see our Jonesroadbenuty Privacy Policy (available on our website or upon request via email).

6. Accessibility

We strive to make our customer service accessible to everyone. If you need support in an alternative format (e.g., larger text, simplified instructions) or have specific accessibility needs, please note this in your email—and we’ll adapt our response to meet your requirements.

Our Promise

At Jonesroadbenuty, customer service isn’t just a policy—it’s part of our commitment to clean, confident beauty. We’re here to listen, solve problems, and ensure your experience with our brand is as positive as the products we offer. If you ever have feedback on how we can improve, don’t hesitate to share—it helps us grow better for you.

Thank you for choosing Jonesroadbenuty—we’re grateful to be part of your clean beauty journey.