Customer Service Policy – rarebeautis
At rarebeautis, we believe that exceptional customer service is at the heart of a great shopping experience. Our team is dedicated to ensuring your satisfaction, addressing your concerns, and making your journey with us as smooth as possible. This policy outlines how we strive to support you.
1. Our Commitment
We are committed to providing friendly, helpful, and efficient service to every customer. Whether you have questions about products, orders, returns, or anything else, we aim to resolve your inquiries with clarity and care.
2. Contact Channels
You can reach our customer service team through the following channel:
- Email: Send your questions or concerns to [email protected]. This is our primary contact method, and we ensure all messages are addressed promptly.
We may expand to additional contact channels (such as live chat or phone support) in the future, and any updates will be posted here.
3. Response Time
- We strive to respond to all email inquiries within 2–3 business days. During peak periods (e.g., holidays, sales events), response times may be slightly extended, but we will always prioritize urgent matters.
- For time-sensitive issues (e.g., order cancellations, urgent delivery concerns), please clearly mark your email as “Urgent” in the subject line, and we will aim to respond within 24 hours.
4. Areas of Support
Our customer service team is here to assist with:
- Product information (ingredients, usage, availability, etc.).
- Order status updates, including tracking and delivery details.
- Return and refund requests (in line with our Refund Policy).
- Account-related issues (password resets, profile updates, etc.).
- Feedback or suggestions about our products, website, or service.
For questions related to customs duties (for international orders), we recommend checking with your local customs office first, but we can provide general guidance where possible.
5. Handling Complaints
If you’re dissatisfied with any aspect of your experience, please let us know. We take complaints seriously and will:
- Acknowledge your complaint within our standard response time.
- Investigate the issue thoroughly, gathering any necessary details from you.
- Provide a clear resolution or update within 5–7 business days of receiving your complaint.
- Follow up to ensure you’re satisfied with the outcome.
6. Feedback
We value your feedback as it helps us improve. If you have suggestions for how we can enhance our service, please share them via email at [email protected]—we truly appreciate your input.
At rarebeautis, your trust is important to us. We’re here to support you every step of the way, and we look forward to ensuring your experience with us is a positive one.