We are dedicated to providing you with high-quality customer service and ensuring a smooth and satisfying shopping experience. This Customer Service Policy outlines the scope, standards, and processes of our customer support services, helping you understand how we can assist you with your shopping-related needs.
1. Service Scope
Our customer service team is here to assist you with the following matters:
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Order-related inquiries: Including order status, processing progress, shipping tracking, and order modification/cancellation requests (subject to order processing status).
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Product-related questions: Including product ingredients, usage methods, suitable skin types, and product quality issues.
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Shipping and delivery issues: Including delayed delivery, missing packages, damaged packages during transportation, and shipping address corrections.
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Return and refund services: Including guidance on return and refund procedures, eligibility confirmation, refund progress inquiries, and handling of refund-related disputes.
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Payment-related assistance: Including payment failure handling, payment method inquiries, and transaction record verification.
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Other shopping-related issues: Including website usage problems, policy inquiries, and suggestions for our services or products.
2. Contact Method
The only way to contact our customer service team is through the form on the Contact Us page. Please fill in your valid contact information, order number (if applicable), and detailed description of your issue when submitting the form. This helps us accurately and efficiently handle your inquiry.
3. Response Time
We aim to respond to all customer inquiries within a reasonable time. After receiving your submission through the Contact Us form, our customer service team will review your request and provide a reply as soon as possible. For complex issues that require further verification (such as return inspections, refund processing), we will keep you updated on the progress in a timely manner.
4. Order Support
4.1 Order Processing: All orders are processed within 1-3 business days after payment confirmation. If you need to modify or cancel your order, please contact us immediately after placing the order. We cannot guarantee order modifications or cancellations once the order has entered the shipping process.
4.2 Shipping Tracking: After your order is shipped, we will send a shipping confirmation email containing a tracking number. If you do not receive the tracking information within 4 days of placing the order, please contact us for assistance.
4.3 Delivery Issues: If your package does not arrive within the estimated delivery time (6-12 days) or if you find the package damaged upon receipt, please contact us with your order number and relevant photos (if applicable). We will investigate and provide a solution (reshipment, refund, etc.) promptly.
5. Return and Refund Support
We offer a 60-day return and refund guarantee for all products. For return and refund applications, please follow the guidance of our customer service team:
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Initiate a return request through the Contact Us form within 60 days of receiving the order, providing your order number, product details, and reason for return.
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Our customer service team will review your request and provide return authorization and shipping instructions.
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Ship the product back in its original condition (unused, unopened, with original packaging intact) as per the instructions.
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After we receive and inspect the returned product, we will process the refund within 5-10 business days. The refund will be credited back to your original payment method.
For details on return eligibility and shipping costs, please refer to our Refund Policy.
6. Product Quality Assurance
We strictly control the quality of our products. If you receive a defective product or a product that does not match the description, please contact us immediately with your order number and photos of the product. We will verify the issue and provide a free replacement or full refund, covering all related return shipping costs.
7. Service Commitment
We are committed to treating every customer inquiry with patience and professionalism. Our customer service team will strictly abide by this policy to ensure that your issues are handled fairly and efficiently. Your satisfaction is our ultimate goal, and we welcome your suggestions for improving our services.
8. Additional Notes
Please ensure that the information you provide when contacting us is accurate and complete, which helps us improve the efficiency of handling your issues. For questions about privacy protection, please refer to our Privacy Policy.
