Customer Service Policy – Fenty Beauts

At Fenty Beauts, we believe exceptional customer service is as essential as our products. Our team is dedicated to ensuring your experience with us is smooth, supportive, and satisfying—whether you have questions about an order, need help with a return, or want to share feedback. This policy outlines how we deliver on that commitment.

1. Our Commitment

We strive to provide:

  • Transparent communication: Clear, honest answers to your questions.
  • Timely support: Prompt responses to ensure your concerns are addressed quickly.
  • Empathetic service: A team trained to listen, understand, and resolve issues with care.

2. How to Reach Us

You can contact our customer service team through the following channel:

  • Email: Send your inquiry to [email protected]. This is our primary method for support, allowing us to track your request and provide detailed, documented responses.

We do not currently offer phone or live chat support, but we are continuously working to expand our service options to better serve you.

3. Response Times

  • General inquiries (e.g., product details, shipping questions): We aim to respond within 1–2 business days.
  • Urgent issues (e.g., damaged packages, order errors): We prioritize these and typically respond within 24 hours of receiving your message.
  • Complex matters (e.g., refund disputes, customs issues): May take up to 3–5 business days to resolve, as they may require coordination with carriers or our fulfillment team. We will keep you updated on progress.

Business days exclude weekends and major holidays (e.g., Christmas, New Year’s Day), during which response times may be extended.

4. What We Can Assist With

Our team is here to help with:

  • Order-related questions: Tracking updates, payment issues, address changes (if requested before shipment), or missing items.
  • Product information: Details about ingredients, shades, usage, or availability.
  • Returns & refunds: Guidance on initiating returns, checking refund status, or resolving issues with returned items.
  • Shipping concerns: Questions about delivery timelines, lost/damaged packages, or customs fees (for international orders).
  • Feedback & suggestions: We welcome your thoughts on our products or service—your input helps us improve!

5. What to Include in Your Inquiry

To help us assist you quickly, please include the following information when contacting us:

  • Your full name and order number (if applicable).
  • A clear description of your issue or question.
  • Relevant details (e.g., tracking numbers, photos of damaged items, dates of delivery).

6. Escalation Process

If you are not satisfied with the resolution to your issue, you may request to escalate your inquiry to a senior customer service representative. Simply reply to our initial response with a note requesting escalation, and we will review your case promptly (typically within 2 business days).

7. Feedback

We value your feedback—positive or constructive. If you’d like to share your experience with our customer service team, please include your thoughts in an email to [email protected]. Your input helps us train our team and refine our processes.

At Fenty Beauts, we’re more than a beauty brand—we’re a community. Thank you for choosing us, and we look forward to serving you.

Last updated: August 22, 2025