STORE POLICY

Customer Care

Store Policy

It is very important to us that we get things right. Our Customer Service Policy has been established to be reflective of our shared values. These values set forth are the basic principles for working with our clients/ customers, and include INTEGRITY, EMPATHY, CUSTOMER CARE, PASSION and TEAMWORK.

Our commitment to high standards is reinforced in this Customer Service Code of Conduct. Customer Service is about human dynamics and communication. It goes far beyond the technical aspects of product or service offerings. The real distinction is people. We want you, our customers and suppliers, to be able to trust us, confidently, in that our decisions, practices and procedures are ethical and beyond reproach.

This code policy provides a clear direction on conduct expected in support of our clients/ customers. It applies to all employees, contractors and others acting on behalf of Luxe Level Lash, LLC.

CUSTOMER SERVICE POLICY CODE OF CONDUCT

Luxe Level Lash expects the highest possible standards of integrity and conduct in all matters. True partnership with our clients/ customers is our mantra, supported by the following Code of Conduct:
We put you, the customer, first. Your concerns are taken very seriously, with the appropriate sense of urgency, attention and empathy. This means listening intently, responding timely, making notes, and confirming understanding before taking action. Issues that are unable to be resolved immediately will be escalated to a manager for timely resolution.

We embrace your complaints as opportunities to impress you. Instead of reacting defensively, we commit to resolving your issue or request with urgency, clarity, and to satisfactory completion.

We provide honest responses, and do not make promises we cannot keep. We conduct ourselves with integrity. We will deliberate carefully before making commitments or promises, because we understand nothing annoys people more than a broken one. Therefore, our customers are not different.

We demonstrate thorough knowledge of Luxe Level Lash’s products and services so that we can address your unique situation with optimal solutions. We make sure you have all the information you need to get the best experience and value from our partnership. To give you the best experience with products, services, or the Luxe Level Lash team, we will inform you of our client support systems, feedback channels (online, email or chat), and other important avenues for maximizing your experience with us.

We treat all information received from you as proprietary and for the purpose of benefiting our partnership.

CONSULTATION, FEEDBACK and COMPLAINTS

Our primary goal is to surpass your expectations in every interaction. Comments and feedback from you regarding how well your expectations are being met are welcomed and appreciated.

While we take the utmost care to ensure that we provide our products and services efficiently, courteously and to a high standard, we understand that complaints may occur. A complaint, however it is made, will be investigated, resolved, and used as a means to improve our standards of service. If at any time during your interaction with Luxe Level Lash you are not happy with the quality of service you experience, please submit a detailed summary of your concern(s) in writing to orders@luxelevellash.com. All concerns will be appropriated to the person or department best suited to respond. We will acknowledge all written concerns within 2 business days of receipt, issue you a case number, followed by a thorough investigation into the issue involved. Resolutions will be discussed with you, and then implemented to ensure your complete satisfaction.

If you are not satisfied with the way in which your concerns have been resolved, you may request an escalated review of the situation from the Chief Operating Officer. Such a request may be made only after the aforementioned process has been completed first. You may submit an escalated review by calling 571-305-2930 or emailing info@luxelevellash.com.

Privacy & Safety

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from (the “Site”).

PERSONAL INFORMATION WE COLLECT

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”

We collect Device Information using the following technologies:

- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number. We refer to this information as “Order Information.”

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION?

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
Communicate with you;
Screen our orders for potential risk or fraud; and
When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

SHARING YOUR PERSONAL INFORMATION

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Wix to power our online store--you can read more about how Wix uses your Personal Information here: https://www.wix.com/about/privacy. We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

BEHAVIOURAL ADVERTISING

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by:

FACEBOOK - https://www.facebook.com/settings/?tab=ads
GOOGLE - https://www.google.com/settings/ads/anonymous
BING - https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

DO NOT TRACK

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

YOUR RIGHTS

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

DATA RETENTION

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

MINORS

The Site is not intended for individuals under the age of 18.

CHANGES

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

CONTACT US
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at info@luxelevellash.com

Wholesale Inquiries

Send an email to Info@LuxeLevelLash.com with a subject titled Wholesale Inquiry. In the email let us know what styles and quantity you desire. You will recieve a wholesale application and further instructions within 48 hours of our request.

Payment Methods

Credit / Debit Cards
PAYPAL
Apple Pay