Customer Service Policy

Our Commitment to You

At Beauty of Joseon, providing exceptional customer service is at the heart of our mission. We are dedicated to ensuring a seamless, supportive experience for every customer—from the moment you browse our website to after your purchase. This Customer Service Policy outlines the standards, scope, and processes of our support to help you navigate any questions or needs with clarity and confidence.

Scope of Customer Service

Our customer support team is here to assist with all aspects of your interaction with Beauty of Joseon, including but not limited to:
  • Product inquiries (ingredients, usage, skin type suitability, availability)
  • Order management (status checks, tracking, modifications, cancellations)
  • Shipping-related questions (delivery timelines, address changes, package issues)
  • Returns, refunds, and exchanges (eligibility, process, status updates)
  • Account assistance (password resets, updating personal information, account issues)
  • Technical support (website navigation, checkout errors, payment troubleshooting)
  • Feedback and suggestions (product feedback, service improvements, complaints)
  • Partnership or business inquiry coordination

Service Channels & Response Times

We offer convenient, accessible channels to connect with our support team, and strive to respond promptly to all inquiries:
  • Primary Channel: Email: Reach us at service@beautyofjoseonsale.com for the most comprehensive support. We aim to reply to all emails within 24-48 business hours. For urgent matters, please include "URGENT" in the subject line.
  • Self-Service Resources: Visit our website (www.beautyofjoseonsale.com) to access our FAQ section, policy documents (Shipping Policy, Refund Policy, Terms of Purchase), and order tracking tool for immediate answers to common questions.
  • Follow-Up Communications: We will proactively update you on the status of your order, return, refund, or inquiry via email—no need to follow up unless you haven’t heard from us within the stated response time.

Service Standards & Principles

We uphold the following standards to ensure consistent, respectful, and effective support:
  • Transparency: We provide clear, honest information about our products, policies, and processes—no hidden fees or ambiguous answers.
  • Empathy: We listen to your concerns carefully and address them with understanding, whether you’re facing a shipping delay, product issue, or account problem.
  • Accountability: If we make a mistake (e.g., incorrect shipment, processing error), we take full responsibility and resolve it promptly (e.g., full refund, free replacement, expedited support).
  • Accessibility: Our support is available to all customers globally, regardless of location, and we ensure our communications are easy to understand.

Issue Resolution Process

To ensure efficient resolution of your concerns, we follow a structured process:
  1. Inquiry Receipt: When you contact us, we log your inquiry with your order number (if applicable) and personal details to track progress.
  1. Initial Response: We acknowledge your inquiry within 24-48 hours and provide a clear next step (e.g., requesting additional information, initiating an investigation, processing a refund).
  1. Investigation & Action: For complex issues (e.g., lost packages, damaged products), we work with relevant teams (shipping carriers, warehouse) to gather details and take action within 3-5 business days.
  1. Final Resolution: We notify you of the outcome (e.g., refund approved, replacement shipped, issue resolved) and ensure you are satisfied with the result. If not, we offer alternative solutions where possible.

Special Considerations

  • Peak Seasons: During holidays, promotions, or high-order periods, response times may be slightly extended (up to 72 hours), but we will post updates on our website and prioritize urgent issues.
  • Global Support: While our headquarters is in North Charleston, South Carolina, USA, we support customers worldwide. Please note that time zone differences may affect response timing, but we strive to minimize delays.
  • Product Safety Concerns: If you experience an adverse reaction to a product, contact us immediately with details (product name, usage frequency, reaction symptoms). We will provide guidance and assist with returns or refunds as needed.

Feedback & Continuous Improvement

We value your feedback as a tool to improve our customer service. After resolving your inquiry, you may receive a short feedback survey—your responses help us refine our processes, train our team, and enhance the overall customer experience. If you have suggestions for how we can better serve you, please share them at service@beautyofjoseonsale.com.

Changes to This Policy

We may update this Customer Service Policy periodically to reflect improvements to our support services. Any changes will be posted on our website, and your continued use of our services constitutes acceptance of the updated terms.
For any questions about this Customer Service Policy or to connect with our support team, please email us at service@beautyofjoseonsale.com.