Customer Service Policy

At our core, we believe in kindness—this extends to every interaction with our customers. We are committed to providing friendly, efficient, and transparent customer service to ensure your experience with us is positive, from browsing our website to receiving your order and beyond. This Customer Service Policy outlines the standards, services, and support options we offer to assist you with any questions, concerns, or needs.

1. Our Service Commitment

We strive to deliver exceptional customer service that aligns with our brand values of kindness, inclusivity, and integrity. Our team is dedicated to listening to your needs, providing accurate information, and resolving issues promptly—all while treating you with respect and care. We aim to make every interaction feel personal, as we value each member of our hair care community.

2. Scope of Customer Service

Our customer service team is here to assist you with a wide range of inquiries and requests, including but not limited to:
  • Order-related questions: Status updates, tracking information, processing times, and order modifications (when possible).
  • Shipping assistance: Questions about delivery timelines, international shipping, missing packages, or damaged shipments.
  • Returns and refunds: Guidance on initiating returns, eligibility requirements, refund processing, and resolving issues with returned items.
  • Product information: Details about ingredients, usage instructions, hair type compatibility, and our 11 collections designed for all hair concerns.
  • Account support: Help with creating an account, updating personal information, managing order history, and accessing loyalty program benefits.
  • General inquiries: Questions about our brand, policies, promotions, and any other feedback or concerns you may have.

3. Contact Methods

For all customer service inquiries, please visit the Contact Us page on our website to access our official contact channels. We ensure all contact methods are monitored regularly to provide timely responses. We do not offer phone support at this time, but our team is committed to addressing your needs through the channels provided on the Contact Us page.

4. Response Timeframe

We understand that timely assistance is important, and we aim to respond to all customer inquiries within 1-2 business days. Business days exclude weekends and holidays, so inquiries submitted outside of regular business hours will be addressed on the next available business day.
For urgent matters (such as damaged or missing orders, or time-sensitive return requests), we prioritize these inquiries and will respond as quickly as possible—typically within 24 hours of submission.

5. Issue Resolution

We are committed to resolving any issues you may encounter fairly and efficiently. Our process for handling concerns is as follows:
  1. Submit your inquiry via the Contact Us page, providing as much detail as possible (e.g., order number, product name, description of the issue) to help us assist you quickly.
  2. Our customer service team will review your inquiry and respond with a clear explanation, next steps, or resolution.
  3. If additional information is needed, we will reach out to you promptly. We ask that you respond to our requests for information within a reasonable timeframe to ensure we can resolve your issue efficiently.
  4. For issues related to damaged products, missing orders, or incorrect items, we may request photos or additional details to verify the issue and provide an appropriate solution (e.g., refund, replacement, or prepaid return label).
We aim to resolve all issues to your satisfaction, and we value your feedback as it helps us improve our services and products.

6. Communication Preferences

All customer service communications will be sent to the email address associated with your order or account. You can update your email address or communication preferences by accessing your account or contacting us via the Contact Us page.
We will only contact you regarding your customer service inquiry, unless you have opted in to receive marketing communications. You can unsubscribe from marketing emails at any time by clicking the “unsubscribe” link in the email or updating your preferences.

7. Feedback

Your feedback is invaluable to us. Whether you have a positive experience to share or a suggestion for improvement, we encourage you to reach out via the Contact Us page. We review all feedback carefully and use it to enhance our customer service, products, and overall website experience.

8. Additional Notes

All transactions on our website are processed in USD, and our customer service team can assist with questions related to currency, pricing, and payment issues. For information on shipping, returns, or refunds, please refer to our respective policies (Shipping Policy, Refund Policy) for detailed guidelines.
We reserve the right to update this Customer Service Policy from time to time to reflect changes in our services or processes. Any updates will be posted on this page, and we encourage you to review it periodically for the latest information.