1. Purpose and scope.

This Customer Service Policy describes how customer inquiries, requests, and complaints are received, routed, and resolved. It applies to all communications made through the Contact page on this website and to communications related to orders, shipping, returns, refunds, product questions, ingredient and scent questions, and technical issues with the site. It should be read together with the Shipping Policy, the Refund Policy, the Terms of Purchase, and the Privacy Policy, which describe the substantive rules that customer service applies and the way information provided in an inquiry is handled.

Because this store sells personal care products intended for contact with the body, customer service operates under a specific constraint: it can explain a product’s ingredients, scent composition, intended use, and care instructions, but it cannot provide a medical or dermatological judgment about whether a specific ingredient or product is appropriate for a specific skin condition or will not cause a reaction in a specific individual. That boundary is not a limitation of helpfulness; it is a condition of offering a personal care product honestly, and it is consistent with the principle that individual sensitivities and allergies vary.

2. Single point of contact.

The Contact page on this website is the designated entry point for all customer service matters. Using a single entry point allows inquiries to be logged, routed to the correct process, and tracked to resolution. If you contact us through another channel that we have not designated for customer service, we will redirect you to the Contact page so that the request is recorded in the system of record. This is not a refusal to help; it is a way to ensure that the request is not lost and that the response can be audited.

3. Information to include in an inquiry.

To help resolve an inquiry efficiently, include the following where applicable: the order reference, the email address used at checkout, a clear description of the issue, and any supporting documentation such as photographs of a damaged product, a compromised seal, or a labeling concern. For a return request, state whether the seal or outer wrap is intact, whether the item has been opened, and whether the request is a change of mind, a defect or damage claim, or an order error. For a shipping inquiry, state whether the issue is a delay, a tracking gap, a delivery failure, or an address correction. For an ingredient or scent question, state the specific ingredient or scent concern so that the response can be routed to the appropriate product information.

If an inquiry concerns a reaction or a sensitivity, state the product, the batch information if available, and a description of the reaction, and seek medical attention if the reaction is severe or persistent. Customer service will document the report for safety and quality purposes, but it cannot diagnose the reaction or advise on treatment. Including complete information in the first message reduces the number of exchanges required to reach a resolution; if information is missing, we will ask for it, but we will not delay a response solely because a non-essential field is missing.

4. Response sequence and timelines.

A customer service inquiry is acknowledged after it is received and reviewed. The acknowledgment confirms that the request has entered the queue and, where possible, states the next step. Complex matters — such as a carrier loss investigation, a seal-integrity review, a damage assessment that requires photographs and a replacement authorization, or a reported reaction that requires batch documentation — may require information from third parties, and in those cases the acknowledgment will explain what is being waited on.

Response timelines are expressed in business days, meaning Monday through Friday excluding federal holidays observed in the United States. An initial response is typically provided within a short period after the inquiry is reviewed, but the resolution timeline depends on the nature of the issue. A return authorization is typically issued after the seal-integrity and condition review is complete. A refund is processed under the five-to-ten-business-day period described in the Refund Policy after an approved return is received and inspected. If an inquiry requires information from you and a response is not received within a reasonable period, the inquiry may be placed on hold and eventually closed with a note that no response was received; a closed inquiry can be reopened by providing the requested information through the Contact page.

5. Scope of support.

Customer service supports order placement, payment confirmation, shipping and tracking questions, address corrections before shipment, return and refund requests, damaged or defective product reports, ingredient and label questions, scent description questions, care and storage questions, and technical issues with the website.

Customer service does not provide medical or dermatological advice, does not diagnose a reaction or a skin condition, and does not override the eligibility rules in the Refund Policy or the shipping terms in the Shipping Policy; it applies those rules and explains the outcome. If an inquiry requires a clinical or dermatological judgment — for example, whether a specific essential oil or botanical extract is appropriate for a specific skin sensitivity — customer service will provide the factual product information (ingredient list, scent source information, patch-test guidance where available) and recommend consultation with a qualified professional. This boundary is stated plainly so that the response you receive is reliable within its scope and does not cross into medical advice.

6. Escalation and review.

If you are dissatisfied with a response, you may request a review through the Contact page, referencing the prior communication. A review is conducted by a person who was not the sole decision-maker on the original response where practicable. The review considers the applicable policy, the facts you provide, and any documentation. The outcome of the review is communicated with an explanation of the reasoning.

A review does not create a new right beyond those described in the policies; it is a quality-control step intended to catch errors and ensure consistent application. A review of a reaction-related inquiry will not produce a clinical judgment that customer service is not authorized to give; if the review identifies that the original response crossed the boundary described in Section 5, the corrected response will be limited to the permitted scope and will refer the customer to appropriate medical care where needed.

7. Complaints, safety reports, and consumer rights.

A complaint is treated as a customer service matter and is handled through the same Contact page process. Nothing in this policy requires you to waive any right you have under applicable consumer protection law, and nothing in this policy is intended to discourage you from contacting a consumer protection authority where you believe a right has been violated. Customer service will cooperate with a lawful inquiry from a consumer protection authority to the extent required by law.

If a complaint concerns a packaging failure that could create a mechanical hazard — such as a bottle that cracks or breaks during normal use, or a closure that detaches unexpectedly — customer service will route the report to the appropriate internal process for evaluation and, where required by applicable law, for reporting to the relevant consumer product safety authority within the applicable time period. A report of a reaction is documented for safety and quality purposes and is evaluated in light of applicable adverse event reporting expectations for personal care products. In both cases, the customer is encouraged to seek appropriate medical attention where a reaction or an injury has occurred, and the customer service process does not replace that medical assessment.

8. Accessibility and language.

Customer service is provided in English. If you need assistance in another language, you may submit the inquiry in the language you are most comfortable with, and reasonable efforts will be made to respond or to arrange translation. If a response is delayed because of translation, the delay will be communicated. Reasonable accommodations for a disability are available upon request through the Contact page; describe the accommodation needed and the communication method preferred. For a customer who is deaf or hard of hearing and prefers a text-based channel, the Contact page is the appropriate entry point.

9. Privacy of customer service communications.

Information provided in a customer service inquiry is handled under the Privacy Policy, including the provisions that apply to sensitivity and reaction-related disclosures. It is used to resolve the inquiry, to maintain a record of the resolution, and to improve the consistency of future responses. It is not shared with third parties except as necessary to resolve the inquiry (for example, sharing a batch record with a manufacturer for a safety or quality investigation, or sharing an order reference with a carrier for a tracking investigation) or as required by law.

Do not include medical records, full payment card numbers, or another person’s health information in a customer service message. If such information is needed for verification, a secure method will be provided. A request to delete information after an inquiry is resolved is handled under the Privacy Policy’s rights provisions.

10. Recordkeeping and continuous improvement.

Customer service inquiries and outcomes are recorded to support consistency, training, and process improvement. Aggregate patterns — such as recurring questions about a specific scent, repeated seal-integrity issues with a particular packaging format, or recurring shipping delays to a particular region — are used to adjust the information provided on the site and to improve the policies. Individual communications are not used for marketing without a separate opt-in.

11. Limitations.

Customer service cannot guarantee a specific outcome in a dispute, cannot waive the seal-integrity or condition requirements in the Refund Policy for a change-of-mind return, cannot override a carrier’s delivery determination, and cannot provide a medical or dermatological judgment about a specific ingredient or product. Customer service will explain the applicable rule and the reason for an outcome. If an outcome depends on information that is not yet available — for example, a carrier’s loss confirmation or a manufacturer’s batch investigation — the inquiry will remain open until that information is received or until the applicable process reaches a conclusion.

12. Contact.

All customer service matters begin at the Contact page on this website. Please include the order reference and a clear description of the issue so that the request can be routed without unnecessary delay. This policy is intended to make the service process predictable and transparent, not to create barriers.