1. Customer Support Contact Information
All customer service inquiries must be submitted via our official support email:
[email protected]. We do not offer phone or live chat support at this time, and all communications will be conducted through this designated email address for clear, documented assistance.
2. Response Timeframe
Our customer service team strives to respond to all email inquiries within 24-48 business hours (excluding weekends and international public holidays). We prioritize urgent order-related inquiries (such as order confirmation, shipping updates, and return requests) to ensure prompt resolution.
3. Supported Inquiries & Assistance
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Order status, tracking information, and shipping updates
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Product questions, shade matching, and usage guidance for essie Nail Colors, Nail Polish, Nail Care, and Nail Art products
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Return and refund request processing and eligibility checks
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Website navigation, checkout issues, and payment troubleshooting
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Product authenticity concerns and defective item reports
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General feedback, complaints, and product recommendations
4. Customer Service Commitments
We pledge to resolve all customer issues fairly and efficiently, with a focus on transparency and customer satisfaction. Our team will provide clear, detailed information for every inquiry, guide customers through return/refund processes step-by-step, and address any dissatisfaction with timely solutions. We do not discriminate against customers based on location, and we extend equal support to all global shoppers.
5. Customer Responsibilities
To ensure fast and accurate assistance, customers must include their full order number, email address associated with the order, and detailed information about their inquiry or issue in their support email. Providing complete details helps our team resolve concerns without unnecessary delays.
