Review and Feedback Policy
HoloGrave Cosmetics values honest customer feedback and we are committed to transparency in this process. Please continue below for key dates of review/system changes and actions we have taken and our Judge.me medals at the bottom of the page.
Review Collection and Verification
Reviews are collected in many ways here at HoloGrave Cosmetics, but our internal system we use here, Judge.Me was implemented on August 1st, 2024.
This platform standardly emails shortly after a confirmed purchase is made and your product is delivered as long as you are opted in to allow emails from us. This helps automatically verify and publish all collected reviews.
The Shopify Shop App may also reach out to you and collect reviews via their app.
And finally, Tikok, Facebook, and Instagram all have their internal review systems if you have ordered from those channels.
Review Publication
All verified reviews, regardless of being positive or negative are published automatically. We do not selectively approve or suppress reviews based on opinion or rating. All reviews serve a purpose and help improve the customer experience.
This is a change from our system used prior to August 1st, 2024 that required manual maintenance of verification and publication on our end.
Judge.Me is able to sync all of our internally collected and Shop app reviews to third party apps, but does not have the ability to pull reviews from Tiktok, Instagram, and Facebook to publish them here. Shop App and Judge.Me are integrated, but social media syncing is currently one-way.
Reviews verified by Judge.me will say "Verified" and reviews verified by the Shop App will say "Verified by Shop".
The prior system used was sunset and closed on May 6th, 2024 and all reviews from before this time period that were collected by it are inaccessible and we were not able to be transfer them to Judge.Me.
Our site was also professionally redesigned and relaunched on July 10th, 2024.
This means any product reviews on items that were redone in the update left via the Shop App or the prior review system prior to June 10th, 2024 are not available due to those product pages no longer being available and the system closure. Any reviews left on the Shop App may still be available in the Shop App. In the rare circumstance the product was NOT updated and the review was left via the Shop App (an example being our Mystery B-Grade Misfit Grab ) then the reviews from the Shop App are still available from prior and will say "Verified by Shop".
Moderation Guidelines
Since utilizing our automatic verification process with Judge.Me, we have personally removed or hidden: 0 reviews using these guidelines and Judge.Me's verification of this can be found via our Judge.Me Profile and medals.
We welcome all genuine feedback, though reviews may be removed if they contain any of the following:
- Personal and non-public information that violates privacy.
- Profanity, abusive language, hate speech or graphic images.
- Promotion of other brands, products, or services.
- Spam and non-genuine submissions.
- Intent to defame rather than provide a review or feedback on the product and customer care received.
Customer Support
We do not use reviews as customer support. If there is a direct issue with your order or product, please email us at Contact@HoloGrave Cosmetics or use our contact form and a member of our customer service team will reply as soon as possible Monday-Friday as volume of requests allow.
A review will not be seen as a customer service request and will not generally be reached out on unless there is a communication error mentioned and it is specifically requested.