Customer Service Policy

This Customer Service Policy outlines the standards, channels, response expectations, scope of support, and guidelines governing all customer interactions between our support team and visitors, shoppers and account holders of our website. By placing orders, submitting support inquiries, contacting our team through the Contact page, or interacting with our customer service channels, you acknowledge you have read, understood, and agree to abide by this Customer Service Policy. We reserve the right to modify, update or revise this Customer Service Policy at any time. Any changes take effect immediately once published on this website. Your continued use of our website and continued submission of support requests after updates are posted constitutes your acceptance of the revised policy terms.

1. Customer Support Contact Channel

Our primary and official customer service communication channel is the Contact page hosted on our website. All support requests, including order inquiries, shipping questions, tracking issues, return initiation, refund questions, damaged product claims, product ingredient questions, scent inquiries, website technical problems, privacy requests, policy clarification, feedback and complaints must be submitted via the Contact page form. This centralized system ensures your request is logged properly, assigned a reference ticket, tracked through our support workflow, and paired with your order history when applicable. We maintain this single official channel to avoid lost messages, miscommunication and inconsistent responses that can arise across scattered communication platforms.

When submitting a support request through the Contact page, please provide complete and accurate information. Including your order number, full name, registered email address, detailed description of your issue, and relevant photos or screenshots when applicable will help our team assist you faster. Incomplete submissions with missing information will require follow-up messages and extend the time needed to resolve your inquiry. Our support team will respond to valid Contact page submissions during standard business hours. Business hours are Monday through Friday, excluding public holidays. We aim to acknowledge all incoming support tickets within a reasonable timeframe. Response times may be longer during high-volume promotional periods.

2. Scope of Customer Service Support

Our customer service team can assist you with a wide spectrum of topics related to our website and product offerings. Support team responsibilities include order status checks, processing and shipping timeline questions, tracking troubleshooting, customs and duty clarification, return request initiation, refund status updates, damaged parcel claim review, product ingredient and allergen questions, scent profile descriptions, refill program information, sample and discovery set guidance, website navigation help, account login issues, newsletter subscription management, privacy policy requests, and clarification of our store policies including Shipping Policy, Refund Policy, Privacy Policy, Terms of Purchase and Terms of Use.

Our customer service team can provide general product information, but support representatives are not licensed medical professionals, dermatologists, chemists or healthcare providers. We cannot provide medical advice, skin health diagnosis, allergy diagnosis, or personalized medical recommendations regarding fragrance, candle, body care or grooming products. If you have skin sensitivity, allergies, or medical concerns before using our cosmetic products, please consult a qualified healthcare professional. Our team can share ingredient lists and safety information, but cannot give medical opinions.

Our support team does not have authority to override our published store policies arbitrarily. Support representatives cannot approve refunds outside of the sixty-day return window, waive return eligibility rules, modify shipping guarantees, or grant special exceptions that contradict our written policies. All decisions made by customer service must align with our published policy documents. If you disagree with a support team decision, you may request escalation of your ticket for secondary review, but final determinations remain bound by our official policy terms.

3. Support Ticket Conduct & Communication Standards

We are committed to treating every customer with respect and courtesy, and we expect customers to extend the same respectful treatment to our customer service representatives. All communications submitted through the Contact page must remain polite, constructive and free from harassment, threats, abusive language, hate speech, discriminatory remarks, profanity, or disruptive hostile behavior. We reserve the right to pause, suspend or terminate support assistance, block future submissions, and restrict website ordering privileges for users who repeatedly send abusive, threatening or harassing messages to our support team. We will not tolerate personal attacks directed at our staff, regardless of the frustration you may feel about your order or issue.

We aim to communicate clearly and transparently. Our team will provide factual information based on our policies, order records and carrier data. Support representatives will avoid making promises or guarantees that conflict with our published terms. If we do not have an immediate answer to your question, we will inform you and investigate, then follow up once we have obtained relevant information.

4. Order Related Support

For order-related inquiries, always include your unique order number in your Contact page submission. Our team can look up order status, confirm processing stage, confirm whether the parcel has been released to the shipping carrier, retrieve tracking numbers, and help investigate delayed shipments. If your tracking shows no movement, our team can open a carrier trace request. Remember that estimated delivery times are projections and not guaranteed dates, and customs delays are outside our control. Our support team can explain our global free shipping and duty coverage terms, confirm that no additional customs fees will be charged to you, and clarify any confusion about checkout pricing.

For damaged or incorrect item issues, our support team will guide you through the claim process, request required photographic evidence, review your submission, and explain available resolutions such as refund or replacement. All damage claims must be submitted within the sixty-day return window defined in our Refund Policy.

5. Returns & Refund Support

Our customer service team manages the intake of all return requests through the Contact page. We will evaluate whether your items meet return eligibility criteria, provide authorized return shipping addresses, explain inspection procedures, and update you once your returned package has been received by our returns facility. Our team can share refund processing timelines, confirm when a refund has been initiated, and advise you on expected fund arrival to your payment account. Keep in mind that once we issue the refund, the speed of posting to your bank account depends on your payment provider and is not controlled by our support team.

6. Product & Scent Support

Our support team can share detailed descriptions of scent profiles, note breakdowns, product specifications, ingredient lists, candle burn times, perfume concentration, body care usage guidance, refill program details, sample set contents, and collection background information. We can help you compare different fragrances to assist your discovery process. However, scent perception varies greatly between individuals due to skin chemistry, sense of smell, environment and personal preference. We cannot guarantee that a fragrance will smell exactly the same on your skin as described on the website. We recommend our discovery sample sets if you wish to test aromas before purchasing full-size products.

Our team can advise on storage guidance for perfumes and candles. Fragrance products perform best when kept away from direct sunlight, high heat and extreme temperature fluctuations. Improper storage can degrade scent quality, discolor bottles or melt candles. Our support team can share these storage recommendations, but we are not liable for product degradation caused by improper storage after delivery.

7. Technical Website Support

If you encounter website errors, checkout failures, shopping cart bugs, broken links, image loading issues, login problems, or newsletter signup failures, submit a technical support request via the Contact page. Please describe the issue in detail, state what device and browser you are using, and include screenshots of the error message if possible. Our team will forward technical issues to our web development team for investigation and resolution. While we work to maintain reliable website performance, we cannot guarantee uninterrupted access to the website at all times. Temporary downtime may occur for maintenance, updates or unexpected technical faults.

8. Feedback & Suggestions

We welcome customer feedback, suggestions, compliments and constructive criticism through our Contact page. Your feedback helps us improve our products, packaging, website experience, shipping process and support service. All feedback is reviewed by our team, but submission of feedback does not guarantee that your suggestion will be implemented, nor does feedback entitle you to discounts, refunds, complimentary products or special compensation.

9. Support Limitations

Our customer service cannot perform actions outside our operational control. We cannot speed up customs clearance, force carriers to deliver packages faster, override bank processing timelines for refunds, reverse final carrier delivery determinations, or alter local import laws in your destination country. We cannot offer medical, dermatological or legal advice. We cannot grant special price adjustments, discounts or compensation outside of our published promotional offers. Our support team cannot modify the published terms of our site policies.

10. Policy Updates

We may update this Customer Service Policy at any time. Revised terms will be published on this page of our website. Continued use of our Contact page support system and website after policy changes means you accept the updated Customer Service Policy. If you have any questions about support processes, reach out to us through the Contact page.