Our Commitment
We believe that customer service is not a department that exists to clean up problems after they occur. It is a core part of how we operate. Every business interaction, from the moment you land on the website to the moment your order arrives and beyond, is part of the customer experience. Our goal is to make that experience as smooth and frustration-free as possible.
This Customer Service Policy describes how you can reach us, what you can expect when you do, and how we handle common situations that may arise. It is intended to give you confidence that if something goes wrong, or if you simply have a question, there is a clear path to getting help.
How to Reach Us
All customer service inquiries are handled through the Contact page on this website. Whether you have a question before purchasing, need help with an existing order, want to initiate a return, or have a concern about a product, the Contact page is the starting point.
We do not operate a phone support line at this time. We know that some customers prefer to speak with a person on the phone, and we understand that preference. However, we have found that written communication through the Contact page allows us to keep a clear record of each inquiry, respond more thoughtfully, and handle issues across time zones and geographic locations more effectively. It also allows us to resolve most issues without requiring you to wait on hold.
When you contact us through the Contact page, please include as much relevant information as possible. If your inquiry relates to an order, include your order number. If it relates to a specific product, include the product name. If you are reporting a problem with delivery or a damaged item, include photographs if possible. The more information you provide upfront, the faster we can help you.
Response Times
We aim to respond to all customer service inquiries within a reasonable timeframe. Our target is to acknowledge and begin addressing most inquiries within one to two business days. During periods of high volume, such as major sales events or holiday seasons, response times may be slightly longer. We appreciate your patience during those periods.
If you have not received a response within a few business days, please check your spam or promotions folder first. Sometimes our replies are filtered by email providers even when they have been sent successfully. If you do not find our response there, please follow up through the Contact page. We do not intentionally ignore inquiries, and a follow-up is always appropriate if you feel you have not received the attention your issue deserves.
Order Inquiries
For questions about an existing order, such as the status of a shipment, an address change, or a missing package, please contact us through the Contact page with your order number. We will look up your order and provide the information you need.
If your order has not yet shipped, we may be able to make changes to the shipping address or cancel the order. Please contact us as soon as possible after placing the order if you need to make a change. Once an order has shipped, we may not be able to modify it, and you may need to work with the carrier directly.
If your tracking information shows that your package has been delivered but you cannot locate it, please check with neighbors, building management, or your local carrier facility before contacting us. Packages are sometimes left in unexpected locations or marked as delivered prematurely. If you have completed these steps and still cannot find the package, please reach out and we will assist in investigating.
Product Questions
If you are unsure which product is right for you, or if you have questions about ingredients, usage, or compatibility with your hair type, please contact us through the Contact page before placing an order. We would rather help you choose the right product upfront than have you order something that does not meet your needs and then need to return it.
We are not medical professionals and cannot provide medical advice. If you have a scalp condition, a diagnosed hair loss disorder, or any medical concern, please consult a healthcare provider. Our products are cosmetic and personal care items intended for general use. We can describe what our products are formulated to do, but we cannot diagnose or treat medical conditions.
Returns and Refunds
For information about how to return an item or request a refund, please refer to our Refund Policy, which is posted on this website. If you have read the Refund Policy and still have questions, or if you need help initiating a return, please contact us through the Contact page.
We aim to make the return process as straightforward as possible. If you are contacting us about a return, please include your order number and the name of the product you wish to return. If the return is due to a defect or an error on our part, please describe the issue and include photographs if available. This helps us resolve the matter more quickly.
Shipping Questions
For information about processing times, delivery estimates, tracking, and our free shipping policy, please refer to our Shipping Policy, which is posted on this website. If you have a question that is not answered in the Shipping Policy, or if you need help with a specific shipment, please contact us through the Contact page.
We understand that waiting for a package can be anxious, especially when you are looking forward to trying a product. If your tracking shows no movement for an extended period, or if the estimated delivery date has passed without the package arriving, please let us know. We will investigate with the carrier and work to resolve the situation.
Feedback and Complaints
We welcome feedback, both positive and negative. If you have had a good experience, telling us about it helps us understand what we are doing right. If you have had a frustrating experience, telling us about it gives us the opportunity to fix the problem and improve for future customers.
If you have a complaint, please contact us through the Contact page and describe the issue in as much detail as possible. We will take your complaint seriously and respond with a proposed resolution or an explanation of what happened. We do not dismiss complaints or deflect responsibility. If we made a mistake, we will acknowledge it and work to make it right.
We ask that you give us the opportunity to resolve any issue before taking other steps, such as filing a chargeback or posting a public complaint. In most cases, direct communication through the Contact page is the fastest path to a resolution.
Accessibility
We want the website and our customer service to be accessible to as many people as possible. If you encounter a barrier that prevents you from using the website or contacting us, please let us know through the Contact page. We will make reasonable efforts to accommodate your needs and improve accessibility where feasible.
Language
Customer service is provided in English. If you contact us in another language, we will make reasonable efforts to understand and respond, but we cannot guarantee full support in languages other than English at this time. We appreciate your understanding.
Changes to This Customer Service Policy
We may update this Customer Service Policy from time to time to reflect changes in how we operate or how we communicate with customers. The version posted on this website is the current version. We encourage you to review this policy if you have questions about how to reach us or what to expect from our support.
For any customer service matter not addressed here, please visit the Contact page on this website.
