Buyer Protection and Support

This page covers what to do when something goes wrong: the protection that applies to your orders, the exact steps for raising a problem order, and the portal pages that support that process: notifications, receipts, invoices, and the support inbox.

This page summarizes the Buyer Protection Program, which governs, and the Buyer Returns and Refunds Policy, which governs.

What is protected

• You receive what you paid for, or your money back. Non-delivery after payment, a product that materially differs from its listing, and a charge made without your authorization are violations, not inconveniences.
• The published returns policy is binding once stated. A failure to honor it is itself a violation of policy.
• Recurring billing is disclosed before you commit. Every subscription surface states the amount, the billing interval, and how to cancel before you pay. Enrolling a person in recurring payments without clear disclosure of that kind is a prohibited practice. See the disclosures in Joining the Bath Club and Shipping Club.

If practice ever departs from these points, that departure is the support case to raise.

Raising a problem order

There is no self-service returns button in the portal. Returns, refunds, and problem orders are handled by the shop team through your support thread, because the right remedy: a replacement shipment, a refund, or a partial credit: depends on the circumstances. Follow these steps

1. Check the order first at /customer/orders. See Order History. Confirm the status, the delivery address, and the tracking number. Many problem orders resolve at this step: an order shipped to an old default address, covered in Your Address Book, or a label created but not yet scanned, covered in Order Tracking.
2. Open /customer/support and write to the shop team. Keep one thread per matter; the team reads the same thread on their side. Include your order number: the eight-character code on the order: what happened, and what you want: a replacement, a refund, or an explanation.
3. Wait for the reply in the same thread. Support is a message inbox, not live chat: there is no indicator that an agent is online and no response-time promise. The team reads every message, and a notification appears in your portal when they reply.

Refunds and disputed charges are processed by the shop team against Stripe. Your thread is where the matter is opened and recorded.

The four common cases

• Non-delivery. The order was paid for and never arrived, and tracking is absent or has stopped. Check the address and the carrier position first, as Order Tracking describes, then message support. The remedies are a replacement shipment or a refund; where both are possible, the choice is yours.
• Wrong or damaged item. A photograph helps a great deal; attach one to the thread or have one ready. Do not dispose of the item until support confirms, because it may need to be returned.

• A charge you do not recognize. Check first whether it is a Bath Club renewal, covered in Managing Your Bath Club Membership, a Shipping Club renewal, covered in Shipping Club, or a points-adjusted order total. Your order history and receipts show what each charge was for. If none of these explains it, message support promptly, and check your saved cards in Payment Methods for anything you do not recognize.
• A return because you changed your mind or ordered the wrong item. Message support with the order number. Eligibility, time limits, and condition requirements are set by the Buyer Returns and Refunds Policy; the portal applies that policy rather than restating it. Food and consumables are treated differently from durable goods, and the policy is the authority. Disputes that cannot be resolved with support are governed by the Buyer Dispute and Escalation Policy and the Dispute Resolution Policy.

Notifications

/customer/notifications holds the in-portal copy of every customer-facing email the shop sends: appointment confirmations and reminders, invoice copies, payment receipts, shop order updates, subscription events, account notices, and staff replies to your support thread. If an email did not reach your inbox, its copy is here. Notifications are grouped by type: Appointments, Invoices, Orders, Subscriptions, Messages: with a count for each, and grouped by Today, Yesterday, and Earlier. Unread items are marked New. Open an item to mark it read, or use Mark all read. The bell at the top of the portal shows your unread count.

Receipts and deposits

/customer/receipts covers what you paid at the salon and at the register. Shop orders are in Order History, not here.

• Receipts: salon and register receipts, with receipt number, date, amount, tip, payment method, and status.
• Deposits: appointment deposits, with their position stated in plain words: Held, meaning the deposit is held for your appointment and comes off your total; Applied; Released; Refunded; and Forfeited. Forfeited is the position to ask about, because it means the deposit did not come back to you.

Invoices

/customer/invoices shows your invoices: number, status, total, balance due, amount paid, and due date. Statuses are Paid, Partially paid, and Unpaid, with a total balance across all open invoices. The page is read-only: there is no online invoice payment route, and no payment button is shown for a route that does not exist. The page states where payment is made, and paid invoices lead to Receipts. To settle an open balance, message support or pay at the salon.

Help Center and contacting the shop

The support page also links to the Help Center, where guides and answers are published, and sets out how to contact the shop directly by phone, email, or in person at the salon.

When to wait and when to write again

• Wait where a tracking label has been created but not yet scanned (allow 12–24 hours), where a subscription payment is still being confirmed after Stripe checkout, and during the first business day after you open a support thread.
• Write again in the same thread where no reply has arrived in 2 business days; where a refund was agreed but has not appeared in 5–10 business days, because a refund being issued and a refund appearing on a statement are different events and card refunds take that long through the banking system; or where a deposit is in the wrong position.
• Contact the shop directly for anything time-sensitive: an appointment today, a charge you do not recognize, or a delivery that has arrived damaged and needs to be recorded at once.