1. What is your standard return policy?
All sales are final unless a customer receives the incorrect product shipped in their order, or the product arrives damaged. Due to the nature of our products being beauty products, we have a strict no-return policy outside of our exceptions detailed below. Please continue reading for necessary steps for each exception and contact and refund information. All returns claims emailed must be made within the first 3 business days of the product arriving according to the USPS tracking delivered date of arrival, if filed after 3 business days have passed, the consumer is waiving rights to a claim for a replacement product or refund.
2. Products arrived damaged, what do I do?
Due to covid-19 our returns policy is very strict. However, we understand that accidents occur during transit as some of our products ship in glass containers. For a refund or replacement on any products that arrive damaged/broken, please send your name, order number, and a photo(s) of the damaged products to: firstname.lastname@example.org. Specify if you would like a refund (all refunds are processed to the original card used for security purposes_, or if you would like a replacement product sent (we will not under any circumstances refund and send a replacement product its either or). If for any reason the initial product purchased is sold out, and a restock must occur, the customer can opt into swapping the replacement product for ONE of equal value in which we as a company will ship to you free of charge as a product replacement to the broken/damaged product. There will be no refund nor replacement product sent without photographic proof of the damaged/broken product(s). When the consumer chooses a refund instead of a replacement, allow 1 business day for Janella D processing (if processed after 3:00pm PST), and 3-5 business days for your bank to fully refund as standard banking procedure.
Please note that the original shipping and handling fees are non-refundable, refundable, or reimbursable under any circumstances. Any approved refunds will be returned to the original card on file.
3. My tracking shows the product as delivered, but it has not arrived; Package was lost or stolen?
Contact your local USPS post office with your tracking information provided to you in your email you provided during your order checkout, to locate your packages and email us at email@example.com with your name and order number so that we are aware and can contact the carrier as well. Janella D mails out all active paid completed orders, and once the package is with the carrier (USPS), the responsibility then shifts between consumer & carrier (USPS). We do not assume nor carry any responsibility regarding any STOLEN packages nor packages marked as DELIVERED under any circumstances. Packages that are marked delivered but stolen are non-refundable.
4. CAN I EXCHANGE MY PRODUCT? What do I do if I have a Change of Mind about a Product?
Due to the nature of the products and the current covid-19 pandemic, we are currently not allowing any product exchanges. All sales are final.
5. I RECEIVED THE WRONG PRODUCT?
Contact us immediately typically within 1-2 days via email at: firstname.lastname@example.org with your name, and order number and a photo of the products received in box. Please let us know if you would like a product refund, or a replacement shipped to you. If emailed before our 3:00pm PST processing time, we will ship your product same day, if contacted after 3:00pm PST, we will ship the correct replacement products next business day. However, if no contact is made to email@example.com, and no photos provided no refund will be processed, nor replacement sent.
6. Shipping Policy?
Please find our Shipping Policy here: Shipping Policy