Customer Service Policy for  HUDA BEAUTYS

At hudabeautys, we prioritize providing exceptional support to ensure your experience with our brand is seamless, satisfying, and hassle-free. This Customer Service Policy outlines our commitment to addressing your inquiries, concerns, and needs, and serves as a guide to how we will assist you. By engaging with our services, you agree to the terms outlined below.

1. Scope of Support

Our customer service team is dedicated to assisting with all aspects of your interaction with hudabeautys, including but not limited to:

  • Order-related questions (status, tracking, modifications, cancellations)
  • Product inquiries (ingredients, usage, availability, sizing, or compatibility)
  • Shipping and delivery issues (delays, lost packages, address changes)
  • Returns, exchanges, and refunds
  • Technical support for website functionality (account access, checkout issues, payment errors)
  • Feedback, suggestions, or complaints about our products or services

2. Contact Channels

We offer multiple ways to reach our customer service team for your convenience:

  • Email: Send detailed inquiries to [email protected]. This is our primary channel for comprehensive support, including documentation (e.g., order receipts, photos of issues).
  • Live Chat: Available on our website during business hours (Monday–Friday, 9:00 AM–5:00 PM EST) for real-time assistance with urgent or quick questions.
  • FAQs: Visit our website’s FAQ section for instant answers to common questions about shipping, returns, products, and more.

3. Response Times

We strive to address your concerns promptly:

  • Email: We aim to respond to all email inquiries within 1–2 business days (excluding weekends and major holidays). For complex issues requiring further investigation (e.g., lost packages, product defects), we may take up to 3 business days but will keep you updated on progress.
  • Live Chat: Our team typically responds to live chat requests within 5–10 minutes during operating hours.

4. Order Modifications and Cancellations

  • Cancellations: Orders can be canceled free of charge if requested before they are processed (within 1 business day of placement). Once an order is shipped, cancellations are no longer possible, but you may initiate a return upon delivery (see our Return Policy for details).
  • Modifications: Requests to change shipping addresses, quantities, or products must be submitted via email or live chat before the order is shipped. We cannot guarantee modifications once processing is complete.

5. Handling Complaints and Feedback

Your feedback helps us improve, and we take all complaints seriously:

  • If you are dissatisfied with a product or service, please contact us with details (order number, description of the issue, photos if applicable).
  • We will acknowledge your complaint within 1 business day and work to resolve it fairly—whether through a refund, replacement, or other appropriate remedy—within 3–5 business days of receiving all necessary information.

6. Language Support

Our customer service team primarily assists in English. For inquiries in other languages, we may use translation tools to respond, and we appreciate your patience with potential delays in these cases.

7. Confidentiality

We respect your privacy. All information shared with our customer service team (e.g., personal details, order history) is handled in accordance with our Privacy Policy and will not be shared with third parties unless required by law.

8. Continuous Improvement

We regularly review customer interactions and feedback to enhance our service. If you have suggestions for how we can improve, please share them via email—we value your input.

For any assistance, reach out to us through the channels above. Thank you for choosing hudabeautys.com—we look forward to serving you!