Customer Service Policy

You are at the center of everything we do. Our Customer Service team is here to make your experience simple, personal, and genuinely helpful — whether you're placing your first order or your fiftieth.

Our Promise

• Respect — we treat every customer as an individual.
• Transparency — clear answers, no fine print.
• Speed — we work to resolve issues as quickly as possible.
• Care — your satisfaction is our standard, not our goal.

What We Can Help With

• Order status, tracking, and delivery questions.
• Returns, exchanges, and refunds.
• Product information, shade matching, and shade-finder guidance.
• Account, payment, and gift card support.
• Marketing preferences (email and SMS).
• Accessibility requests and feedback.

Contact Channels

You can reach our team through any of the following channels. The most up-to-date hours are listed on our Contact page.

• Email — for non-urgent requests and documentation.
• Live Chat — for real-time help during business hours.
• Phone — for direct, voice support.
• SMS / Text — text HELLO to the number on our Contact page to chat with our virtual assistant.

Response Times

We aim to respond to all inquiries within 1 business day. During peak seasons or promotional periods, response times may be slightly longer — we appreciate your patience and promise we are working as fast as we can.

Privacy & Security

We will never ask for your full password or one-time codes by phone, email, or SMS. If you receive a suspicious message claiming to be from us, please report it through our Contact page. For details on how we handle your information, please review our Privacy Policy.

Feedback

Your feedback shapes how we improve. If we got something right — or wrong — please tell us. Every note is read by a real person on our team.

Thank you for being part of our world.