Jonesroadbeautd Customer Service Policy

At Jonesroadbeautd, we believe exceptional customer service is as important as the quality of our clean no-makeup makeup products—crafted without sulfates, parabens, and phthalates, including our Uber-black mascara and peppermint lip gloss. This Customer Service Policy outlines our commitment to supporting you, the steps we take to address your needs, and how you can connect with our team. We strive to ensure every interaction with Jonesroadbeautd is positive, helpful, and transparent.

1. Our Commitment to You

We are dedicated to providing customer service that reflects our brand values: integrity, transparency, and care for our community. Our team is trained to:

  • Assist with questions about our clean beauty products (ingredients, usage, benefits, etc.).
  • Guide you through order placement, tracking, and modifications.
  • Resolve issues with shipping, returns, or refunds promptly.
  • Listen to your feedback and use it to improve our products and services.
  • Treat every customer with respect, regardless of the nature of your inquiry.

2. How to Contact Us

Our primary channel for customer service is email, allowing us to provide detailed, documented responses to your inquiries:

At this time, we do not offer phone support, but we are continuously evaluating ways to expand our service channels to better serve you.

3. Response Times

We understand that timely communication is key to a positive customer experience. Our team aims to respond to all inquiries as follows:

  • General questions (product info, shipping policies, etc.): Within 1-2 business days.
  • Order issues (tracking, modifications, delivery problems): Within 1 business day.
  • Return/refund requests: Within 1-2 business days (to provide return authorization and instructions).
  • Damaged/defective products: Within 1 business day (to initiate an investigation and resolution).

“Business days” are Monday through Friday, excluding major U.S. holidays. During peak periods (e.g., sales events, holiday seasons), response times may be extended by 1 business day—we appreciate your patience during these times.

4. Handling Common Inquiries

4.1 Product-Related Questions

Our team can provide detailed information about:

  • Ingredients (including confirmation that all products are free from sulfates, parabens, and phthalates).
  • Product benefits, application tips, and shade ranges.
  • Storage recommendations and shelf life.
  • Compatibility with other skincare or makeup products.

If we don’t have an immediate answer, we will consult our product development team and follow up with you within 3 business days.

4.2 Order & Shipping Support

We assist with:

  • Checking order status (processing, shipped, delivered).
  • Updating shipping addresses (if requested before the order is shipped).
  • Providing tracking information or troubleshooting tracking issues.
  • Investigating lost, delayed, or damaged shipments (in coordination with carriers).
  • Explaining international customs procedures or duties (to the extent of our knowledge).

4.3 Returns & Refunds

Our team will guide you through:

  • Determining if your product is eligible for a return (per our 60-day policy).
  • Issuing return authorization (RA) numbers and return shipping instructions.
  • Checking the status of returned items and refund processing.
  • Resolving issues with refund delays (by coordinating with payment processors).

4.4 Complaints & Escalations

If you are dissatisfied with our service or a resolution, please clearly state your concerns in your email, and we will escalate your inquiry to a senior customer service representative. Escalated issues will be reviewed within 2 business days, and we will work with you to find a fair solution.

5. Privacy & Data Handling

When you contact our customer service team, we may collect personal information (e.g., your name, email, order details) to assist with your inquiry. This information is handled in accordance with our Privacy Policy and will only be used to resolve your issue, improve our service, or comply with legal obligations. We will never share your personal details with third parties without your consent, except as necessary to fulfill your request (e.g., sharing tracking info with carriers).

6. Feedback & Suggestions

We welcome your feedback—positive or constructive—as it helps us improve. You can share your thoughts about our products, website, or customer service via email at [email protected] with the subject line “Feedback.” While we may not respond to every feedback message individually, we review all submissions regularly and use them to enhance the Jonesroadbeautd experience.

7. Policy Updates

This Customer Service Policy may be updated periodically to reflect changes in our processes or services. When modified, the “Last Updated” date at the bottom of this page will be revised. Your continued engagement with Jonesroadbeautd after changes are posted constitutes your acceptance of the updated policy.

Last Updated: September 3, 2025