At ColourPop Cosmetics, our customers are at the heart of everything we do. This Customer Service Policy outlines our commitment to providing helpful, respectful, and efficient support—ensuring your experience with our brand is as positive as using our products. We aim to resolve your questions, concerns, or issues with clarity and care, every time.
We stand by these core promises to every customer:
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Responsive Support: We aim to reply to all inquiries (email, order-related questions, feedback) within 1–2 business days. For urgent matters (e.g., missing orders, incorrect items), we prioritize faster follow-up to minimize disruption.
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Transparent Communication: We’ll share clear, honest updates about your order (fulfillment, shipping, returns), refund status, or product details—no vague or misleading information. If we need more time to resolve an issue, we’ll let you know upfront and provide a timeline.
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Empathetic Problem-Solving: Our team is trained to listen to your needs, acknowledge concerns, and find solutions that work for you (e.g., reshipping a missing item, expediting a refund for a defective product).
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Inclusive Service: We ensure our support is accessible to all—whether you need help navigating our website, understanding our policies (returns, shipping), or have specific requests related to product use.
The fastest and most reliable way to connect with us is via email—we handle all inquiries through this channel to ensure consistency and accountability:
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Email: service@colourpop.com
Use this address for all needs: order tracking, return requests, product questions (ingredients, cruelty-free details), shipping issues, or general feedback. When reaching out, please include your order number (if applicable) and a brief description of your request—this helps us resolve your issue faster.
We do not currently offer phone support, but we ensure email responses are thorough enough to address your needs without extra back-and-forth.
Our team is here to assist with all aspects of your ColourPop experience, including:
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Order Support: Tracking your order (using your order number), updating shipping addresses (within 24 hours of ordering), canceling/modifying orders (if eligible), or resolving issues with missing/damaged items.
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Product Inquiries: Details about ingredients, cruelty-free practices, product use (e.g., “How to apply this eyeshadow?”), or availability of specific shades.
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Returns & Refunds: Guiding you through the return process (60-day window), sharing refund status (processed within 5–10 days of return inspection), or resolving refund delays.
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Shipping Questions: Explaining delivery timelines (1–3 days fulfillment, 6–12 days delivery), expedited shipping options, or helping with delayed/missing packages.
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Feedback & Suggestions: Listening to your thoughts about our products, website, or service—and sharing your input with our team to drive improvements.
We follow a straightforward process to ensure your concerns are addressed fully:
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Receive & Review: When you email us, we log your inquiry and assign it to a team member trained to handle your specific issue (e.g., order issues, product questions).
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Gather Details (If Needed): If we need more information (e.g., photos of a defective product, your shipping address), we’ll ask clearly and promptly—no unnecessary delays.
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Provide a Solution: We’ll share a clear resolution (e.g., “We’ll ship a replacement tomorrow,” “Your refund will process in 3 days”) and confirm next steps.
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Follow Up: After resolving your issue, we may check in briefly to ensure you’re satisfied—we want to make sure the solution works for you.
Your input helps us get better. If you have feedback about your customer service experience (positive or constructive), please include it in your email—we review all feedback regularly to refine our processes, train our team, and enhance support quality.
If you feel your issue wasn’t resolved to your satisfaction, reply to our initial email and ask to escalate it—our team leads will review your case and provide a fresh resolution.
At ColourPop, we believe great customer service is as important as great beauty products. We’re here to support you—whether you’re a first-time shopper or a long-time fan. Reach out anytime at service@colourpop.com, and we’ll help make your experience smooth and enjoyable.
