Customer Service Policy

Customer Service Policy - Valentine-beauty

At Valentine-beauty, we believe luxury extends beyond our perfumes, colognes, couture makeup, and professional tools—it encompasses every interaction you have with our brand. Our Customer Service Policy is crafted to reflect the same attention to detail, elegance, and care that defines our products, ensuring your beauty journey is seamless, supported, and deeply satisfying. Whether you need guidance on selecting a signature scent, have questions about makeup formulas, or require assistance with an order, our dedicated team is here to deliver personalized support worthy of Valentine-beauty.

1. How to Connect With Our Team

We offer exclusive, accessible channels to ensure your inquiries are addressed with the urgency and sophistication you deserve:
  • Email Support: Our primary channel for personalized assistance. Reach us at [email protected] with a clear subject line (e.g., “Fragrance Recommendation” or “Order #12345 – Makeup Palette Issue”) and include relevant details (order number, product name, or specific concerns). We prioritize luxury customer experience and aim to respond within 24 business hours (Monday–Friday, excluding major holidays such as Christmas, New Year’s Day, and Thanksgiving).
  • Order Updates: Automated emails will keep you informed at every step:
    • “Order Confirmation” (sent immediately after purchase, with a summary of your perfumes, makeup, or tools).
    • “Shipping Confirmation” (includes tracking details to monitor your luxury package’s journey).
    • “Delivery Confirmation” (notifies you when your order arrives, ensuring you don’t miss your Valentine-beauty essentials).

2. Order Support: From Placement to Delivery

We understand that purchasing luxury beauty products requires confidence—we’re here to support you at every stage:
  • Order Modifications/Cancellations: To ensure product freshness (especially for fragrances and makeup) and timely delivery, we process orders quickly. You may request to modify your order (e.g., update shipping address, swap a lipstick shade) or cancel it within 12 hours of placement. Contact us at [email protected] with your order number—we cannot guarantee changes after the 12-hour window, as products may already be prepared for shipment in our climate-controlled facilities.
  • Missing or Incorrect Items: Valentine-beauty takes great care in packing your luxury items (fragrance bottles are wrapped in protective satin, makeup palettes in padded cases) to ensure they arrive intact and correct. If your order is missing a product or you receive the wrong item (e.g., a cologne instead of a perfume, a incorrect lipstick shade), notify us within 7 days of delivery with:
    • Your order number.
    • Clear photos of the items received (including packaging) and the order confirmation.
    • A detailed description of the discrepancy.
We will promptly ship the missing or correct item at no additional cost, and arrange for the return of the incorrect product (with a pre-paid, luxury-branded return label) if needed—no hassle, no inconvenience.

3. Product Guidance: Personalized Luxury Support

Our team consists of beauty experts, fragrance consultants, and makeup professionals who understand the art of luxury beauty. We’re here to offer tailored guidance:
  • Pre-Purchase Recommendations: Unsure which fragrance aligns with your style (e.g., floral, woody, oriental) or need help finding a makeup palette that complements your skin tone? Email us with details about your preferences, occasion, or skin type—we’ll provide personalized suggestions to help you find your perfect Valentine-beauty match.
  • Product Usage & Care: Luxury beauty products require proper care to maintain their quality. For fragrances: Ask about storage tips to preserve scent longevity (e.g., avoiding direct sunlight). For makeup: Inquire about application techniques for couture formulas or brush cleaning guidance. For tools: Get advice on maintaining the softness of synthetic brushes or the precision of makeup applicators—we’re happy to share expert tips.

4. Returns & Exchanges: Luxury Flexibility

We want you to love every Valentine-beauty product as much as we do. If a product doesn’t meet your expectations, our return policy is designed to be fair and respectful of your investment:
  • Eligibility: Returns are accepted within 30 days of delivery for unused, unopened, and undamaged products. To qualify:
    • Fragrance bottles must be sealed (original cellophane intact) and unsprayed—scent is personal, and we cannot resell opened fragrances to maintain our luxury standards.
    • Makeup products (e.g., palettes, lipsticks, highlighters) must be unused, with original packaging and seals intact (no swatches or product removal).
    • Professional tools (brushes, applicators) must be unused, with no signs of wear or damage.
  • Return Process:
    1. Email [email protected] with your order number, product name, and reason for return (e.g., “Fragrance scent mismatch” or “Makeup shade not as expected”).
    1. Our team will approve your return within 1 business day and send a luxury pre-paid return label (designed to protect your items during transit).
    1. Package the product securely using the original Valentine-beauty packaging (if available) to prevent damage—we recommend retaining all protective materials (satin wraps, padded cases) for returns.
    1. Ship the item back to us—we’ll notify you once it’s received and inspected (typically 3–5 business days after delivery to our facility).
  • Exchanges: If you prefer to swap a product (e.g., a perfume for a different scent, a lipstick for another shade), we’ll prioritize your exchange to minimize wait time. No additional shipping fees apply—we’ll ship your new luxury item as soon as your return is confirmed.

5. Special Care for Fragrances & Makeup: Unique Considerations

Luxury beauty products have specific needs—we address them with specialized support:
  • Fragrance Allergies: Your skin’s health is our priority. If you experience an adverse reaction to a Valentine-beauty perfume or cologne (e.g., irritation, redness), notify us within 7 days of first use with:
    • Photos of the affected area (if comfortable).
    • A description of the reaction.
We will process a full refund and provide guidance on safe disposal of the product—no need to return the opened fragrance.
  • Makeup Formula Concerns: If a couture makeup product (e.g., foundation, eyeshadow, lipstick) doesn’t perform as expected (e.g., poor pigmentation, short wear time) or causes skin sensitivity, contact us with details and photos (if applicable). Our team will investigate and offer a refund, exchange, or personalized recommendation for a more suitable formula.
  • Product Freshness: All Valentine-beauty products are manufactured with strict quality controls and have a shelf life indicated on the packaging (e.g., “6M” for 6 months after opening). If you receive a product with compromised freshness (e.g., expired, altered scent or texture), notify us immediately—we’ll send a replacement and cover all return costs.

6. Feedback: Shaping Our Luxury Experience

Your opinions are invaluable to refining the Valentine-beauty journey. Whether you want to share praise for a fragrance that became your signature, suggest a new makeup shade, or provide constructive feedback on your experience, we welcome your voice:
  • Email [email protected] with your thoughts—every message is reviewed by our leadership team.
  • We use your feedback to enhance our products (e.g., expanding fragrance collections, improving makeup formulas) and services (e.g., refining support response times), ensuring Valentine-beauty continues to embody luxury that listens.

7. Accessibility Commitment

Valentine-beauty believes luxury is inclusive. If you require accessibility accommodations (e.g., larger font in emails, alternative communication formats) to interact with our customer service team, please note this in your email to [email protected]—we will tailor our support to meet your needs with the same elegance and respect we extend to all customers.
At Valentine-beauty, your satisfaction is our greatest luxury. We strive to ensure every interaction with our customer service team reflects the sophistication, care, and attention to detail that defines our brand. If you ever need assistance, remember: we’re just an email away at [email protected], dedicated to making your beauty journey as extraordinary as our products.
Thank you for choosing Valentine-beauty—where luxury beauty is always supported by exceptional care.