Customer Service Policy | Jonesroadbeaute

Effective Date: August 24, 2025

At Jonesroadbeaute, we believe exceptional clean beauty experiences extend beyond our sulfates-, parabens-, and phthalates-free products—from the bold coverage of our Uber-Black Mascara to the refreshing tingle of our Peppermint Lip Gloss. Our commitment to you includes reliable, empathetic customer service that addresses your questions, resolves concerns, and ensures you feel supported at every step of your shopping journey. This Customer Service Policy outlines how we deliver support, the issues we assist with, and how you can connect with our team. By engaging with our website (www.jonesroadbeaute.com, “Site”) or purchasing our products, you agree to the terms of this policy, alongside our Privacy Policy, Terms of Purchase, and Shipping Policy.

1. Scope of Customer Service Support

Our team is here to assist with a wide range of inquiries and issues related to your Jonesroadbeaute experience, including (but not limited to):

• Product Questions: Details about ingredients (e.g., confirming sulfate-free formulas), usage tips (e.g., how to apply Uber-Black Mascara for maximum volume), skin compatibility (e.g., suitability for sensitive skin), and product availability.
• Order Assistance: Tracking your shipment (using the link in your “Order Shipped” email), updating shipping addresses (before orders ship), canceling eligible orders, and resolving order discrepancies (e.g., missing items, incorrect products received).
• Returns & Refunds: Guiding you through our 60-day return process, issuing Return Authorization (RA) numbers, checking the status of your refund, and addressing refund delays (per our Refund Policy).
• Shipping Concerns: Investigating missing, lost, or damaged packages, explaining delivery delays, and assisting with customs-related questions for international orders (per our Shipping Policy).
• Account Support: Helping you create, access, or reset your Jonesroadbeaute account, updating account information (e.g., email, password), and troubleshooting account login issues.
• Feedback & Suggestions: Listening to your thoughts on our products or services, sharing your input with our team to drive improvements, and addressing any dissatisfaction with your experience.

Note: For urgent safety concerns (e.g., adverse skin reactions to a product), please reach out immediately—we prioritize these inquiries to ensure your well-being.

2. Customer Service Channels

We offer a primary, dedicated channel to ensure your inquiries are tracked and resolved efficiently:

2.1 Email Support (Preferred Channel)

The fastest and most reliable way to connect with our team is via email:

• Support Email: [email protected]
• What to Include: To help us assist you quickly, please include your full name, order number (if applicable), contact information, and a clear, detailed description of your inquiry (e.g., “Order #12345 – Missing Peppermint Lip Gloss” or “Question about Uber-Black Mascara ingredients for sensitive eyes”). For issues like damaged products, attaching photos (1–2 clear images) will speed up the resolution process.

2.2 Additional Support (Future Expansion)

While we currently focus on email support to ensure quality and consistency, we may introduce additional channels (e.g., live chat, phone support) in the future. Any new support options will be announced via a prominent notice on our Site and an update to this policy.

3. Response and Resolution Timelines

We understand that timely support matters, so we adhere to the following response and resolution guidelines:

3.1 Initial Response Times

• Standard Inquiries: Our team will acknowledge your email within 1–2 business days (excluding weekends, holidays, and peak periods like Black Friday/Cyber Monday). This acknowledgment will confirm we’ve received your request and outline next steps (if applicable).
• Urgent Inquiries: Safety concerns (e.g., adverse reactions), lost packages (after the 12-day delivery window), or urgent order issues (e.g., incorrect address before shipping) will receive priority, with responses within 24 hours of receipt.

3.2 Resolution Timelines

The time to resolve your issue depends on its complexity:

• Simple Inquiries: Questions about product ingredients, order status, or account reset requests are typically resolved within 1–3 business days (e.g., sending a password reset link, confirming a product’s sulfate-free status).
• Order/Shipping Issues: Resolving missing items, damaged products, or refund requests may take 3–5 business days—this accounts for verifying details with our warehouse or shipping carrier, processing replacements, or initiating refunds (which then take 5–10 days to post to your account, per our Refund Policy).
• Complex Concerns: International customs issues, escalated complaints, or rare product defects may require 5–7 business days—we will keep you updated with regular progress reports (at least every 2–3 days) until the issue is resolved.

During peak periods (e.g., holiday shopping, product launches), resolution timelines may extend by 1–2 business days. We will notify you via email if we anticipate a delay in addressing your request.

4. Our Commitment to Fair Resolution

We strive to resolve every issue fairly and to your satisfaction. Our approach to problem-solving includes:

• Transparency: We will clearly explain the steps we’re taking to address your concern, why a delay may occur, and what you can expect next (e.g., “We’ve filed a claim with FedEx for your lost package and will share an update once we receive their response within 2–3 days”).
• Flexibility: When appropriate, we offer multiple resolution options (e.g., full refund, replacement product, or store credit for future purchases) to align with your preferences (subject to product availability and our policy terms).
• Accountability: If the issue arises from an error on our part (e.g., shipping the wrong product, delayed order processing), we will take full responsibility and cover any associated costs (e.g., prepaid shipping for returns, expedited shipping for replacements, if applicable).

If you are not satisfied with the initial resolution, you may request to escalate your inquiry to a senior customer service representative. Simply reply to our previous email with “Escalation Request” in the subject line, and we will assign a team member to review your case within 24 hours.

5. Customer Responsibilities for Effective Support

To help us assist you efficiently, we ask that you:

• Provide Accurate Information: Include your correct order number, contact details, and a clear description of your issue—vague or incomplete information may delay our response.
• Respond Promptly: If we request additional details (e.g., photos of a damaged product, confirmation of your shipping address), please reply within 3–5 business days. Delays in your response may extend the resolution timeline.
• Check Your Inbox: Our emails (including order confirmations, RA numbers, and resolution updates) may land in your spam or promotions folder. We recommend adding [email protected] to your contacts to ensure you receive our messages.

6. Changes to This Customer Service Policy

We may update this Customer Service Policy to reflect improvements to our support process (e.g., adding new channels like live chat) or changes to response timelines. When we make updates, we will revise the “Effective Date” at the top of this page and post the updated policy on our Site. For material changes (e.g., switching to a phone-based support model), we will also notify you via email (if you have provided your email address) or a prominent banner on our Site.

Your continued use of our Site or engagement with our customer service team after the effective date of the updated policy constitutes your acceptance of the changes. We encourage you to review this policy periodically to stay informed about how we support our customers.

7. Contact Us

For all inquiries, feedback, or support needs, reach out to our team via:

Jonesroadbeaute

Customer Service Email: [email protected]

We’re proud to support your clean beauty journey—and we look forward to helping you enjoy every Jonesroadbeaute product with confidence.