Customer Service Policy – Hudabeaute

At Hudabeaute, beauty is about connection—and that starts with how we care for you. Whether you’re stuck on a shade match, need help tracking an order, or just want to share your latest makeup look, our team is here to make your experience as wonderful as our products. Here’s how we show up for you, every step of the way.

1. Our Service Promise

Huda built this brand on the belief that beauty should be joyful and inclusive—and our service reflects that. When you reach out, expect:

  • Beauty expertise: Our team includes licensed makeup artists and skincare specialists who know our products inside out (literally—they can talk ingredient lists and shade undertones all day).
  • Empathy first: We get it—waiting for a restock or struggling with a new formula can be frustrating. We listen before solving, because your feelings matter as much as your order.
  • ** solutions**: Whether it’s sending a replacement for a broken palette or walking you through a skincare routine, we fix issues with the same care Huda puts into formulating.
  • Community vibe: We’re not just a support team—we’re part of your beauty journey. Share your looks, ask for tips, or vent about a makeup mishap—we’re here for it all.

2. How to Connect With Us

We’re available through channels that fit your vibe—whether you prefer quick chats or detailed emails:

  • Email: [email protected] (our go-to for deep dives). Perfect for: asking about ingredient lists, troubleshooting a skincare reaction, or sharing a detailed order issue. We love getting photos of your makeup looks here, too!
  • Phone: +1 (855) 483-2283 (Monday–Friday, 9 AM–8 PM ET; Saturday, 10 AM–5 PM ET). Great for: urgent questions (e.g., “Will my order arrive in time for my event?”) or chatting through shade options with a pro.
  • Live Chat: Click the “Chat with a Beauty Buddy” icon on our site (during business hours). Ideal for: quick checks on order status, restock updates, or “how do I use this?” questions about tools (like our blending sponges).
  • Social DMs: Slide into our Instagram or Facebook DMs—we respond to beauty questions and look shares here, too (just note that order details are better handled via email/chat for your security).

3. What We Can Help With

From product picks to post-purchase support, we cover every part of your beauty journey:

  • Pre-purchase guidance: Shade matching (we’ll ask about your undertones and favorite existing products!), ingredient breakdowns (e.g., “Is this serum good for sensitive skin?”), and pro tips (e.g., “This eyeshadow works best with a wet brush”).
  • Order help: Tracking updates, address changes (within 12 hours of ordering), missing items, or returns (we’ll walk you through our policy step by step).
  • Product love: How to use tricky formulas (looking at you, liquid liners), storage tips (e.g., “Keep fragrances away from heat!”), or troubleshooting (e.g., “Why is my foundation separating?”).
  • Feedback & ideas: Tell us what you love, what’s missing, or what we could do better. Huda and the team read these—your input shapes new launches (like that “matte but not drying” lipstick you requested!).

4. Response Timelines

We move as fast as you need us to:

  • Email: 24 business hours for most questions. For complex stuff (e.g., “Can you help me create a wedding makeup look with your products?”), we’ll reply within 48 hours with a detailed plan.
  • Phone & Live Chat: No hold times under 5 minutes (we promise!). During busy sales (like Black Friday), we’ll offer callbacks so you don’t waste time waiting.
  • Social DMs: We reply to beauty chats within 12 hours—just note that order issues need a bit more info, so we’ll redirect you to email for those.

5. Making It Right

If something doesn’t go smoothly, here’s how we fix it:

  1. Listen: We’ll repeat back your concern to make sure we get it (e.g., “It sounds like your lipstick arrived broken, and you need a replacement before your photoshoot tomorrow—does that sum it up?”).
  2. Act fast: We’ll either solve it immediately (e.g., shipping a new lipstick overnight) or give you a clear timeline (e.g., “We’ll check with the warehouse and update you in 3 hours”).
  3. Follow up: After resolving, we’ll check in in 3 days to make sure you’re happy (e.g., “Loved your photos—did the new lipstick work perfectly?”).
  4. Learn: Every issue helps us get better. We share feedback with the team to fix processes (like adding extra padding to lipstick boxes!).

6. Special Touches

  • Beauty pro sessions: Need personalized advice? Ask for a 15-minute virtual chat with one of our makeup artists—free for anyone who’s made a purchase in the last 6 months.
  • Multilingual support: Our team speaks English, Spanish, Arabic, and French to help beauty lovers worldwide. Just note your language preference in your message.
  • Birthday love: If you shared your birthday in your account, expect a little surprise from us—plus priority support that month (because birthdays deserve extra care).

7. Contact Us

For any question, big or small:

Email: [email protected]

Phone: +1 (855) 483-2283 (business hours)

Mailing Address: 1183 Sunset Boulevard, Apt 5B, Los Angeles, CA 90026, United States

We strive to respond to all inquiries as quickly as possible. Whether you need help with a product, have a question about our services, or just want to share your feedback, we are here to listen—and to make your beauty journey brighter.

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Huda’s note: This brand is nothing without you. Thank you for trusting us—we’ll always work to earn it.