Jonesroadbeauto Customer Service Policy

At Jonesroadbeauto, we are dedicated to providing exceptional service to complement our premium mascaras, lip glosses, and clean beauty products. This policy outlines our commitments to you, as well as key guidelines to ensure a smooth shopping experience. For any questions, contact us at [email protected]—we aim to respond within 24-48 business hours.

1. Order Processing & Confirmation

1.1 Order Placement

When you place an order on our website, you will receive an immediate order confirmation email to the address provided at checkout. This email includes your order number, item details, shipping address, and total amount. If you do not receive this email within 1 hour, please check your spam folder or contact our support team.

1.2 Order Modifications/Cancellations

We process orders quickly to ensure timely delivery, so modifications (e.g., address changes, item additions) or cancellations are only possible within 1 hour of order placement. To request changes, email us at [email protected] with your order number and desired adjustments. Once an order has been shipped, we cannot modify or cancel it.

2. Shipping & Delivery

2.1 Shipping Timelines

  • Domestic Shipping (U.S. Only): Orders are processed within 1-2 business days. Standard shipping takes 3-5 business days; expedited shipping (2-3 business days) is available at checkout for an additional fee.
  • International Shipping: We ship to select countries (listed at checkout). Processing takes 1-3 business days, and delivery typically takes 7-14 business days. Import duties, taxes, or customs fees are the responsibility of the recipient.

2.2 Tracking Your Order

Once your order ships, you will receive a shipping confirmation email with a tracking link to monitor delivery status. If your tracking shows “delivered” but you have not received your package, please allow 24 hours for potential delays (e.g., carrier misdelivery) before contacting us.

3. Returns & Refunds

We want you to love your Jonesroadbeauto products. If you are unsatisfied, we offer flexible return options, subject to the following terms:

3.1 Eligibility

  • Returns must be requested within 30 days of delivery.
  • Products must be in unused, unopened, and original packaging (e.g., sealed mascara tubes, unopened lip glosses). Due to hygiene standards, used beauty products cannot be returned or refunded (this includes opened mascaras, lip glosses, or skincare items).
  • Final sale items (e.g., limited-edition shades, clearance products) are non-returnable.

3.2 Return Process

  1. Email [email protected] with your order number, reason for return, and photos of the unopened product (if requested).
  2. Our team will send a prepaid return label via email within 2 business days.
  3. Package the item securely with the return label attached and ship it back to us.
  4. Once we receive and inspect the returned item (typically 3-5 business days after delivery to our warehouse), we will process your refund to the original payment method. Refunds take 5-7 business days to reflect in your account.

3.3 Damaged/Defective Products

If your order arrives damaged (e.g., broken packaging, leaking product) or defective (e.g., mascara wand malfunction), please contact us within 48 hours of delivery with:

  • Your order number
  • Photos of the damaged/defective item and packaging
  • A description of the issue

We will ship a replacement product free of charge or issue a full refund, at your preference. No return is required for damaged/defective items.

4. Product Inquiries & Safety

4.1 Ingredient & Usage Questions

As a clean beauty brand, we are transparent about our formulas. For questions about specific ingredients (e.g., allergens, sustainability), product benefits, or usage tips (e.g., applying our mascara for volume), email us at [email protected]—our team includes beauty experts trained to assist you.

4.2 Allergic Reactions

While our products are formulated with gentle, clean ingredients, skin sensitivities vary. We recommend performing a patch test (apply a small amount to your inner arm and wait 24 hours) before first use. If you experience redness, itching, or irritation, discontinue use immediately and consult a dermatologist. Contact us to report the issue—we may offer a refund or alternative product.

5. Privacy & Data Security

We respect your privacy. Any personal information (e.g., name, email, shipping address) collected during checkout is used solely to process your order, communicate with you, and improve our service. We never share your data with third parties without your explicit consent. For details, see our full Privacy Policy.

6. Feedback & Concerns

Your opinion matters! If you have feedback about our products or service, or if you need help resolving a concern, please reach out to [email protected]. We take all feedback seriously and use it to enhance your experience with Jonesroadbeauto.

Thank you for choosing Jonesroadbeauto—we appreciate your trust in our clean beauty journey.