Customer Service Policy

We're Here to Help

Your satisfaction is our priority. Our support team provides prompt, friendly, and helpful assistance for every inquiry.

How to Reach Us

All support requests go through our Contact page, where you can reach us by form or phone during listed hours.

Contact Options

• Online contact form
• Phone support during business hours
• Email follow-up on request

Response Time

We aim to reply within 24 to 48 hours on business days. Urgent matters are prioritized when marked clearly.

What We Help With

Our team assists with:

• Order status and tracking
• Product questions and shade guidance
• Returns and refunds
• Shipping and customs questions
• Account and login issues
• Site and checkout support
• Feedback and suggestions

Order Modifications

Need to change or cancel an order? Contact us as soon as possible.

Before Shipment

• Update the shipping address
• Add or remove items
• Cancel the order entirely

After Shipment

• We guide you through a return instead

Product Support

Not sure how to use a product or which shade fits? Our team offers guidance based on your features and goals.

Helpful Resources

• Brow and shade quizzes
• Step-by-step video tutorials
• Artist-led articles

Complaints

We take every complaint seriously. If a product or experience falls short, tell us — we investigate and work toward a fair resolution.

Our Promise to You

• Honest, transparent communication
• Fair and reasonable solutions
• Respect for your time and concerns
• Continuous improvement from your feedback

Business Hours

Support operates during standard business hours. Messages outside those hours are answered on the next business day.