At jonesroadbeaute, we believe great beauty experiences start with great support. Whether you’re seeking help finding the perfect foundation shade, navigating product ingredients, or resolving post-purchase questions, our team is dedicated to delivering transparent, knowledgeable, and personalized service—aligned with our commitment to clean, high-performance beauty. This policy outlines how we support you at every step of your jonesroadbeaute journey.

1. Scope of Customer Service Support

Our team is here to assist with all beauty-specific and shopping-related needs, including (but not limited to):

  • Product Guidance: Expert advice on product selection (e.g., which lipstick formula suits dry lips, which blush complements your skin tone), ingredient breakdowns (e.g., vegan, cruelty-free, or sensitive-skin-friendly options), and usage tips (e.g., how to apply cream eyeshadow for long wear).
  • Order Assistance: Tracking updates for shipped orders, status checks for pre-orders or backorders, help with order modifications (if possible before dispatch), and resolution of order errors (e.g., missing products, incorrect shades).
  • Returns & Exchanges: Guidance on our return/exchange process (including eligibility for opened vs. unopened beauty products), support with initiating requests, and updates on refund timelines.
  • Skin & Beauty Concerns: Help with addressing product-related skin reactions (e.g., mild irritation from a new serum), recommendations for adjusting usage, or alternatives for sensitive skin.
  • Account Support: Assistance with creating an account, resetting passwords, updating personal information (e.g., shipping addresses, email preferences), and managing saved favorites (e.g., storing go-to lipstick shades).
  • Feedback & Suggestions: Listening to your thoughts on our products (e.g., how a foundation wears throughout the day) or website experience—and using your input to refine our offerings.

2. How to Contact Us

We offer multiple channels to ensure you can reach us in the way that’s most convenient for you:

2.1 Email Support (Primary Channel)

For detailed inquiries (e.g., product ingredient questions, return requests) or to share photos (e.g., a swatch of a lipstick to confirm shade), email is our most thorough channel.

  • Email Address: [email protected]
  • What to Include: To speed up resolution, please provide:
  • Your full name (as it appears on your order/account).
  • Order number (if applicable—found in your confirmation email or account dashboard).
  • Clear details about your request (e.g., “Need help finding a foundation shade for fair, cool-toned skin” or “Request to return unopened mascara #JR089”).
  • For shade or skin concerns: Photos (e.g., a makeup-free skin photo for foundation matching) are optional but helpful for personalized advice.
  • Response Hours: Our team monitors emails Monday–Friday, 9:00 AM–6:00 PM (EST), and aims to reply within 24 business hours.

2.2 Live Chat Support (For Quick Questions)

For immediate help with order tracking, product availability, or simple queries (e.g., “Is this lipstick vegan?”), use our live chat feature:

  • Availability: Monday–Friday, 10:00 AM–5:00 PM (EST)—look for the “Chat with Us” icon in the bottom-right corner of the jonesroadbeaute website.
  • Best For: Fast answers that don’t require detailed follow-up (e.g., checking if a concealer is in stock, confirming shipping timelines).

2.3 Phone Support (For Urgent Matters)

For time-sensitive issues (e.g., a missing order for a special event, a skin reaction needing immediate guidance), call our team:

  • Phone Number: 1-800-JONES-BEAUTE (1-800-566-3723)
  • Availability: Monday–Friday, 10:00 AM–4:00 PM (EST).

3. Response & Resolution Timelines

We prioritize timely, helpful support and adhere to these guidelines:

  • Initial Acknowledgment:
  • Email: Confirmation within 24 business hours of receiving your inquiry.
  • Live Chat: Instant connection during operating hours (wait times are typically under 2 minutes).
  • Phone: Calls are answered by a team member during operating hours (no automated menus for urgent support).
  • Resolution Timeframes:
  • Simple Inquiries (e.g., product availability, order tracking): Resolved within 1–2 business days (e.g., sharing a tracking link, confirming stock).
  • Complex Issues (e.g., skin reaction support, return disputes): May take 3–5 business days—these often require coordination with our product or logistics teams. We’ll update you every 2–3 days if resolution takes longer.
  • Returns & Refunds: Once we receive your returned item, we inspect it within 2 business days and process refunds/exchanges within 3–5 business days (timelines may vary slightly for beauty products, as we verify safety and condition).
  • Peak Periods: During launches (e.g., new foundation lines), holidays (e.g., Black Friday, Christmas), or beauty events, response times may extend by 1 business day—we’ll post updates on the website homepage to keep you informed.

4. Specialized Support for Beauty Products

Given the unique nature of beauty items (e.g., shade matching, skin sensitivity), we offer tailored support for these scenarios:

  • Shade Matching Assistance: If you’re unsure about a foundation, concealer, or lipstick shade, our team can help you find your match—share details about your skin tone (e.g., fair, medium, deep), undertones (cool, warm, neutral), and any existing beauty products you love (e.g., “I wear shade NC20 in X foundation”) for personalized recommendations.
  • Skin Reaction Support: If you experience mild irritation (e.g., redness from a new cleanser), contact us within 7 days of first use. We’ll provide guidance on pausing usage, patch-testing tips, and, if needed, help with returns or alternative product suggestions. For severe reactions, we recommend consulting a dermatologist first, then reaching out to us for further support.
  • Unopened vs. Opened Returns: For hygiene reasons, most opened beauty products (e.g., mascaras, lip glosses, foundations with pumps) are eligible for returns only if they’re defective or incorrect. Unopened, unused products can be returned within our standard timeframe—our team will clarify eligibility when you initiate a request.

5. Accessibility Commitment

jonesroadbeaute strives to make our customer service accessible to all users. If you require support in an alternative format (e.g., large-print emails, verbal descriptions of product swatches for visually impaired users) or have specific accessibility needs, please mention this in your inquiry. Our team will work with you to ensure you receive clear, usable assistance.

6. Feedback on Our Service

Your opinion helps us improve! If you’re satisfied with our support—or if you feel we could do better—please let us know via email, live chat, or phone. We also send short post-interaction surveys (via email) to gather feedback, and we review these monthly to train our team and refine our processes.

7. Updates to This Policy

We may update this Customer Service Policy to reflect changes in our support channels, beauty industry standards, or customer needs (e.g., adding new support for clean beauty certifications). When we make updates, we’ll revise the “Last Updated” date at the top of this document and post the new version on the jonesroadbeaute website. Your continued use of our services after updates are posted constitutes your acceptance of the revised policy.

For any additional questions, reach out to us at [email protected] or 1-800-JONES-BEAUTE—we’re here to help you feel your best.