Customer Service Policy

Rarebeautiy Customer Service Policy

At Rarebeautiy, we believe kindness extends beyond our vegan, cruelty-free makeup—it’s at the heart of every interaction with our community. Whether you have questions about our products’ ingredients, need help with an order, or want to share feedback, we’re here to provide thoughtful, efficient support that aligns with our brand’s values of compassion and transparency. This policy outlines our service standards, how we address your needs, and the resources available to you.

1. Our Service Commitment

We stand by three core principles to guide every customer interaction:
  • Responsiveness: We aim to acknowledge all inquiries within 24 business hours (Monday–Friday, 9:00 AM–5:00 PM UTC). For urgent matters—such as damaged products upon delivery or missing orders—we prioritize resolution and will follow up within 12 hours.
  • Transparency: We provide clear, honest information about our products (including vegan ingredients, cruelty-free certifications, and usage tips), orders, shipping, and returns. If there are delays (e.g., stock shortages for popular shades, shipping disruptions), we’ll notify you promptly and offer practical solutions.
  • Empathy: We treat every customer with care, whether you’re a first-time buyer exploring vegan makeup or a long-time community member. We take the time to understand your needs and ensure you feel heard and supported.

2. How to Reach Us

We offer convenient channels to connect with our customer service team, tailored to your preferences:
  • Email: Our primary support channel is service@rarebeautiy.com. This is the best way to share details (e.g., order numbers, photos of product concerns, questions about ingredients) and receive a documented, detailed response.
  • Account Messages: If you have a Rarebeautiy account, you can send a direct message via the “My Account” section (under “Support”). We’ll respond within the 24-hour window, and your conversation will be stored in your account for easy reference.
  • FAQs & Self-Service: For quick answers to common questions—like “What makes your products vegan?”, “How do I track my order?”, or “Can I return a used product?”—visit our FAQs page. We update this page regularly to address new community concerns, including tips for vegan makeup application and ingredient breakdowns.
Note: We currently focus on email and account support to ensure we can provide thorough, personalized help. If you need immediate assistance, check our FAQs first—they often contain the answers you need!

3. Order Support

3.1 Order Tracking

Once your order ships, you’ll receive a confirmation email with a unique tracking number and a link to monitor delivery status (via our shipping partners). If you don’t receive this email within 48 hours of placing an order, or if tracking information is missing:
  1. Check your spam/junk folder (emails may be filtered, especially if you’re using a new email address).
  1. Log into your Rarebeautiy account to view order details—tracking links are updated there once available.
  1. Email service@rarebeautiy.com with your order number and registered email address, and we’ll resend the tracking details or investigate the issue.

3.2 Order Changes & Cancellations

  • Cancellations: You may cancel an order for a full refund within 24 hours of placing it, provided the order hasn’t been processed or shipped. After 24 hours, if the order is already being packed (e.g., for a limited-edition lipstick) or in transit, cancellation may no longer be possible. To request a cancellation, email us with your order number and subject line “Order Cancellation Request.”
  • Changes: We can adjust your shipping address, product shade, or quantity only if the order hasn’t shipped. Email us with your order number and the updated details (e.g., “Change lipstick shade from ‘Berry Bliss’ to ‘Mauve Magic’”), and we’ll confirm if the change is feasible (we’ll prioritize stock availability for your requested adjustments).

4. Returns & Exchanges

We want you to love your Rarebeautiy products—whether you’re trying a vegan foundation for the first time or restocking your favorite cruelty-free mascara. If you’re not satisfied, we offer a hassle-free return and exchange policy:

4.1 Eligibility

  • Returns: Items may be returned for a full refund (excluding original shipping costs, if applicable) within 30 days of delivery, provided they are:
    • Unused, unopened, and in their original packaging (with seals, labels, and 赠品 /free samples intact).
    • Not damaged due to misuse (e.g., broken lipstick from dropping, contaminated foundation from sharing).
    • Not personalized or custom products (e.g., engraved makeup bags—these are made to order and cannot be resold).
  • Exchanges: If you received the wrong shade, a damaged product, or a defective item (e.g., a mascara tube that won’t dispense, a lipstick with a broken bullet), we offer free exchanges within 30 days of delivery. Defective items will be replaced at no cost to you, including return shipping for the faulty product.

4.2 Return/Exchange Process

  1. Email service@rarebeautiy.com with:
    • Your 8-digit order number (found in your confirmation email or account).
    • Reason for return/exchange (e.g., “Wrong shade,” “Defective mascara,” “Allergic reaction to formula”).
    • Photos (if applicable: e.g., a photo of the defective product, the unopened packaging, or the shade mismatch).
  1. Our team will review your request within 24 hours and send a Return Authorization (RA) number—plus a pre-paid shipping label (for exchanges or defective items)—to your email.
  1. Pack the item securely (use the original box if possible) and attach the RA label to the package. Include any free samples or 赠品 that came with the order—we ask that you return these to help us reduce waste (aligned with our sustainability goals).
  1. Ship the package back to us (we recommend using a trackable service to ensure delivery—keep the tracking number for your records).
  1. Once we receive and inspect the item (usually 3–5 business days after delivery to our warehouse), we’ll:
    • Process a refund to your original payment method (allow 5–7 business days for the refund to appear, depending on your bank).
    • Ship your exchanged item (we’ll send a new tracking number to your email, so you can follow its delivery).

4.3 Special Case: Allergic Reactions

We understand that even vegan, clean formulas can cause reactions for sensitive skin. If you experience an allergic reaction to a product:
  • Stop using the product immediately and reach out to us within 14 days of delivery.
  • Provide photos of the reaction (if comfortable) and a brief description of symptoms.
  • We’ll process a full refund (including any return shipping costs) and may ask for additional details to help us improve our formulas for sensitive skin.

5. Handling Damaged or Missing Items

If your order arrives damaged (e.g., crushed packaging, a broken eyeshadow palette) or with missing items (e.g., a lipstick missing from your order):
  1. Take photos of the damaged packaging (including the shipping label) and the damaged/missing items—these help us resolve the issue quickly and prevent future problems.
  1. Email the photos to service@rarebeautiy.com within 48 hours of delivery (along with your order number).
  1. We’ll:
    • Send a replacement for the damaged/missing item(s) at no cost (with free shipping—we’ll prioritize popular shades to get your order to you faster).
    • Offer a full refund if the item is out of stock (or if you’d prefer a refund over a replacement).
    • No need to return the damaged item unless we specifically request it—we want to avoid extra hassle for you (and reduce unnecessary shipping waste).

6. Product Support (Vegan & Cruelty-Free Details)

We know our community cares deeply about the ethics of their makeup. Our team is trained to answer detailed questions about our products, including:
  • Vegan Credentials: We can share a full list of ingredients for any product and explain why each component is vegan (e.g., “Our foundation uses plant-based hyaluronic acid instead of animal-derived collagen”).
  • Cruelty-Free Certifications: We’ll verify our certifications (e.g., Leaping Bunny, PETA-approved) and clarify that we never test on animals—even in countries where it’s legally requested (we work with partners who respect our cruelty-free standards).
  • Usage Tips: Whether you’re asking “How do I apply vegan foundation for oily skin?” or “Does this lipstick transfer easily?”, we’ll share expert advice to help you get the most out of your products.
If you have a product-specific question, email service@rarebeautiy.com with the product name (e.g., “Vegan Glow Foundation”)—we’ll respond with clear, helpful information.

7. Feedback & Community Input

Your feedback shapes Rarebeautiy—whether it’s a compliment about a lipstick shade, a suggestion for a new product, or a concern about our service. We welcome your input:
  • Email Feedback: Send your thoughts to service@rarebeautiy.com with the subject line “Feedback.” We read every message and share key insights with our product and service teams.
  • Post-Purchase Survey: You’ll receive a short survey via email 7 days after delivery. This anonymous survey asks about your shopping experience, product satisfaction, and what you’d like to see next (e.g., more vegan skincare, expanded shade ranges).
  • Community Features: Follow us on social media (@Rarebeautiy) to share your makeup looks and ideas—we often feature community feedback in our product development meetings (e.g., “Many of you asked for a matte vegan lipstick, so we’re launching one next quarter!”).

8. Policy Updates

We may update this Customer Service Policy from time to time to reflect changes in our business (e.g., new shipping partners, expanded product lines) or community needs (e.g., adding more support for sensitive skin concerns). When we make updates:
  • We’ll revise the “Last Updated” date at the bottom of this page.
  • For significant changes (e.g., adjusting the return window, adding a new support channel), we’ll notify customers via email (if you’ve opted in to communications) or a pop-up notice on our website.

9. Final Note: Our Community Promise

At Rarebeautiy, customer service isn’t just about resolving issues—it’s about building a community of kind, conscious beauty lovers. We’re here to support you on your vegan makeup journey, whether you’re just starting out or you’re a seasoned pro. If you ever have a question, concern, or even a makeup look to share, don’t hesitate to reach out.
Thank you for being part of the Rarebeautiy community—together, we’re making beauty kinder, one product (and one interaction) at a time.