Customer Service Policy

Customer Service Policy Hellobubbleoutlet

1. Our Service Commitment

At Hellobubbleoutlet, your satisfaction is the foundation of our brand. We are dedicated to providing timely, professional, and caring support for every customer—from pre-purchase inquiries to post-delivery assistance. Our customer service team is here to ensure your skincare shopping experience is smooth, transparent, and stress-free.

2. Contact & Response Time

We offer support via email, and strive to address your needs promptly:
  • Response Commitment: We aim to reply to all emails within 24-48 business hours (excluding weekends and public holidays). For urgent matters, we will prioritize processing to resolve your concerns as soon as possible.
  • Inquiry Scope: Product details, ingredient questions, order status, shipping tracking, returns/exchanges, and feedback—we’re here to help with anything related to your shopping experience.

3. Order & Shipping Support

3.1 Order Confirmation

After placing an order, you will receive an automatic order confirmation email with your order number and details. If you do not receive it within 1 hour, please check your spam folder or contact us to verify your order status.

3.2 Shipping Tracking

Once your order is shipped, we will send a shipping confirmation email with a tracking number. You can use this number to track your package via the designated courier’s website. If you encounter issues with tracking (e.g., no update for 3+ business days), please contact us with your order number for assistance.

3.3 Shipping Delays

We work with reliable couriers to ensure timely delivery, but delays may occur due to customs clearance, weather, or other unforeseen circumstances. We will proactively inform you of any significant delays and assist in resolving related issues.

4. Returns & Refunds Policy

We want you to be fully satisfied with your purchase. If you are not happy with your products, we offer a 30-day return & refund guarantee (counted from the date of delivery) under the following conditions:
  • Products must be unused, unopened, and in their original packaging (with seals intact, if applicable).
  • Proof of purchase (order number or receipt) is required.
  • Customized or personalized products are non-returnable unless defective.

4.1 Return Process

  1. Send an email to [email protected] with your order number, reason for return, and photos of the product (if defective).
  1. Our team will review your request within 2 business days and provide a return authorization (RA) number and return address.
  1. Ship the product back to the designated address with the RA number clearly marked on the package. (Return shipping costs are borne by the customer unless the return is due to a product defect or our error.)
  1. Once we receive and inspect the returned product (usually 3-5 business days after delivery to our warehouse), we will process your refund within 5-7 business days. Refunds will be issued to your original payment method, and you will receive a confirmation email once completed.

5. Defective or Wrong Products

If you receive a defective, damaged, or incorrect product (e.g., wrong item, wrong quantity), please contact us within 7 days of delivery with:
  • Your order number
  • Clear photos/videos of the product (showing defects or discrepancies)
  • A detailed description of the issue
We will verify the problem and offer a solution within 2 business days, which may include:
  • Free replacement of the product (we cover all shipping costs)
  • Full refund without requiring you to return the product
  • Store credit (if preferred)

6. Product Information & Usage Support

If you have questions about product ingredients, suitability for your skin type, usage methods, or compatibility with other skincare products, our team is happy to provide personalized advice. We recommend providing details about your skin concerns (e.g., sensitive skin, acne-prone skin) and current skincare routine to help us offer more accurate guidance.

7. Privacy Protection

We respect your privacy. All personal information (including contact details, payment information, and order history) provided to our customer service team will be handled in accordance with our Privacy Policy. We will never share your information with third parties without your consent.

8. Feedback & Suggestions

Your feedback helps us improve. Whether it’s a compliment, complaint, or suggestion for our products or services, we welcome you to share it with us via [email protected]. We review all feedback regularly and use it to enhance our offerings and customer experience.

9. Policy Updates

Hellobubbleoutlet reserves the right to update or modify this Customer Service Policy from time to time. Any changes will be posted on this page, and the updated policy will take effect immediately upon posting. We recommend checking this page periodically for the latest information.
If you have any other questions about our customer service, please don’t hesitate to contact us at [email protected]. We’re here to support you every step of the way!