Customer Service Policy

This Customer Service Policy outlines the standardized service principles, customer support rules, shopping guarantee terms, and communication guidelines for all users and customers of our website. The primary purpose of this policy is to provide transparent, reliable, and customer-centric service standards, ensure a safe, pleasant, and worry-free online shopping experience, and clarify the service commitments and responsibilities between our platform and global customers. All services stipulated in this policy apply to all orders, purchases, and consultations completed on this website without regional restrictions. All transaction settlements on this website are processed in Unified US Dollar Currency.

1. General Service Principles

We adhere to the core service philosophy of integrity, transparency, efficiency, and customer priority. We are committed to providing every global customer with standardized, professional, and humane customer service throughout the entire shopping process, from pre-purchase consultation, order processing, logistics delivery, to after-sales follow-up. We strictly abide by international cross-border e-commerce service norms and consumer protection principles to ensure that every customer’s legitimate rights and interests are fully protected.
All service contents implemented by our platform are open and transparent. There are no hidden rules, hidden fees, or differential service treatments for any customer group. We provide consistent high-quality service standards for all global users, regardless of order amount, purchase frequency, or regional location. We insist on solving customer problems efficiently, answering customer questions patiently, and optimizing service details continuously based on customer feedback.

2. Pre-Sale Consultation Service

We provide comprehensive pre-sale consulting services for all customers who intend to browse or purchase products on our website. Customers can obtain professional and detailed answers involving product ingredient information, product efficacy and usage methods, skin type adaptation scope, product specifications, overall shopping process, logistics rules, and preferential activities through official customer service channels. Our customer service team maintains professional product knowledge and industry literacy to provide accurate and reliable reference suggestions for customers’ purchase decisions.

3. Order Processing & Delivery Service Standards

To ensure that every customer can receive purchased products in a timely manner, we have formulated standardized order processing and global delivery service specifications. After customers complete order payment and confirm successful transaction, our system and operation team will automatically verify and process the order information. All confirmed orders will be arranged for shipment within 1 to 3 working days to ensure efficient order turnover and shorten customer waiting time.
We cooperate with stable and high-quality global cross-border logistics channels to support safe and efficient product transportation for global users. The standard delivery cycle for all global orders is 6 to 12 working days. The specific arrival time may be slightly adjusted according to regional logistics conditions and customs clearance efficiency, but we will always ensure stable and predictable overall logistics speed, avoiding long-term delays and uncertain delivery status.
Our platform provides full free global shipping services for all products across the entire site. There is no minimum order amount threshold, and all customers can enjoy free cross-border shipping services for any valid order. No shipping fee, handling fee, or logistics surcharge will be charged in any shopping link.

4. Tariff & Additional Cost Guarantee Policy

In order to completely eliminate the extra consumption risks of cross-border shopping and bring customers a truly transparent and zero-cost shopping experience, our platform independently undertakes all tariffs, customs clearance fees, and any additional transportation expenses incurred during cross-border logistics and customs clearance processes.
All prices displayed on the website are the final settlement prices borne by customers. Customers do not need to pay any extra fees other than the order payment amount during the entire shopping, customs clearance, and delivery process. We fully bear all possible additional costs in cross-border transactions, ensuring that customers can complete the entire shopping process with zero hidden consumption and zero extra expenditure, effectively protecting customers’ shopping rights and interests.

5. After-Sales Service Specification

We provide standardized and user-friendly after-sales service for all global orders, focusing on solving customer product problems and shopping doubts in a timely and efficient manner. Our after-sales service covers product consultation after receipt, order problem feedback, return and refund application, and service complaint processing, forming a complete closed-loop service system.
We support a 60-day return service window for all products. Within the valid return period, if customers have reasonable demands such as product dissatisfaction, product quality problems, or inappropriate use experience, they can initiate return applications through official contact channels. All return applications will be reviewed and processed by a special after-sales team to ensure fair and reasonable problem handling.
After the returned products are received, inspected, and verified to be compliant, we will complete the official refund processing within 5 to 10 working days. The refund amount will be fully returned according to the actual payment amount of the customer’s original order, ensuring that customers can obtain efficient and reliable after-sales protection. We strictly abide by the after-sales time limit standards to avoid indefinite delays in refund processing and effectively safeguard customer consumption rights and interests.

6. Customer Communication & Contact Channel

We provide unified and official customer service contact channels on the website. All customers who need to consult products, inquire about order logistics status, apply for after-sales services, put forward brand suggestions, or feedback shopping problems can get in touch with our professional customer service team through the Contact Us page on the official website.
Our customer service team adheres to polite, patient, professional, and efficient service attitudes to respond to every customer’s message and feedback. We standardize the service process, unify service standards, and ensure that every customer’s problem can be effectively followed up and properly solved. We welcome every customer’s valuable feedback and suggestions, which are important driving forces for us to continuously optimize products and upgrade service quality.

7. Service Attitude & Behavior Standards

All customer service staff strictly abide by unified service behavior standards in the process of receiving customer consultations and handling after-sales problems. We maintain respect, patience, and professionalism for every customer, refuse perfunctory replies, cold service, and contradictory guidance, and avoid any service behaviors that damage customer experience and brand reputation.
We focus on building emotional and warm customer service. On the premise of standardized processes, we fully consider customers’ actual shopping experience and emotional needs, provide flexible and humanized problem-solving solutions, avoid rigid mechanical replies, and let every customer feel professional, sincere, and warm service experience during the shopping process.

8. Service Optimization & Iteration Mechanism

We always take customer experience as the core benchmark for service optimization. We regularly sort out customer consultation content, problem feedback, and after-sales cases, summarize existing service deficiencies and optimization directions, and continuously upgrade service processes, improve service details, and improve response efficiency.
Whether it is pre-sale consultation efficiency, order processing speed, logistics follow-up service, or after-sales refund experience, we will continuously iterate and upgrade according to customer real feedback, strive to reduce customer shopping costs and time costs, and create a more convenient, efficient, and worry-free cross-border shopping system for global customers.

9. Policy Update & Interpretation Right

We reserve the right to update and adjust this Customer Service Policy according to business development and industry specification changes. All adjusted service terms will be displayed and notified through the official website page. The updated policy will take effect immediately after publication and apply to all subsequent shopping behaviors and service contents of users.
All service contents we provide will always be based on the principle of protecting customer rights and interests, maintaining the consistency and stability of core service commitments, and ensuring that every customer can enjoy stable, reliable, and high-standard customer service protection during long-term shopping.

 

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