Customer Service Policy

Our Commitment to You

At Rare Beauty Depot, our commitment to compassion extends beyond our products to every interaction we have with you. We are here to provide a seamless, transparent, and supportive shopping experience that aligns with the ethical values we share. Your satisfaction and trust are our top priorities.

1. Contacting Us
We welcome your questions, feedback, and concerns. Our dedicated customer care team is here to assist you.

  • Email: support@rarebeautydepot.com

  • Response Time: We strive to respond to all inquiries within 24 hours on business days (Monday-Friday, 9 AM - 5 PM PST).

2. Order Processing & Shipping

  • Order Processing: Most orders are processed and prepared for shipment within 1-2 business days of order confirmation.

  • Shipping Carriers: We partner with reliable carriers to deliver your orders. Shipping options and costs are calculated at checkout.

  • Carbon-Neutral Shipping: In line with our values, we offset the carbon emissions of every shipment through our partnership with environmental initiatives.

  • Order Tracking: You will receive a confirmation email with your order number and a second email with tracking information once your order ships.

3. Returns, Exchanges & Refunds
We want you to be completely happy with your purchase.

  • Return Window: We accept returns for unopened and unused products in their original packaging within 30 days of the delivery date.

  • Exchanges: We gladly offer exchanges for a different product or shade. Please contact us to initiate an exchange.

  • Refunds: Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be processed to your original payment method within 5-10 business days.

  • Important Notes: For health and safety reasons, we cannot accept returns on swatched, opened, or used makeup products unless they arrived damaged or defective. Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped).

4. Damaged, Defective, or Incorrect Items
Your order should arrive in perfect condition. If you receive a damaged, defective, or incorrect item, please contact us at support@rarebeautydepot.com within 7 days of receipt. Please include your order number and photos of the product and its packaging. We will promptly arrange a replacement or full refund, including any shipping costs.

5. Payment Security
We use industry-standard SSL (Secure Socket Layer) encryption technology to protect your personal and payment information. Your transaction data is secure and never stored on our servers.

6. Privacy
We are deeply committed to protecting your privacy. Your personal information is used solely to process your order and enhance your experience. We never sell or rent your data to third parties. Please see our full Privacy Policy for detailed information.

7. Product Integrity & Ethics
Every brand we carry is rigorously vetted to ensure it meets our 100% vegan and cruelty-free standards. We stand by the ethical commitments of our partners. If you ever have a question about an ingredient or a brand’s certification, we welcome your inquiry and pledge to provide transparent information.

8. Feedback
Your voice helps us grow and improve. We value your suggestions on how we can serve you better or curate a more inspiring selection of ethical beauty.

Thank you for supporting a kinder, more beautiful world with your choices.

With gratitude,
The Rare Beauty Depot Team