Customer Service Policy

1. Policy Overview

This Customer Service Policy is established to standardize service standards, protect customer rights and interests, and provide consistent, high-quality shopping support for all users accessing and purchasing through our official website. This policy applies to all visitors, registered users, and customers who place orders on our platform, covering all service links including order consultation, pre-purchase inquiry, after-sales support, return and refund guidance, logistics consultation, and problem resolution. Our brand adheres to the core service principle of customer priority, integrity, transparency, and efficiency, and all customer service operations will be implemented in strict accordance with the terms specified in this policy.

2. Pre-Purchase Customer Service

We provide comprehensive pre-purchase consulting services to help customers make accurate and suitable purchasing decisions. Customers with questions about product efficacy, ingredient characteristics, applicable skin types, product usage methods, product specifications, and matching skincare routines can obtain professional support through our designated contact channel. Our customer service team is trained to provide objective, detailed, and product-based answers, without false promotion, exaggerated efficacy promises, or misleading guidance. All consultation content is based on official product attributes and public professional skincare knowledge, ensuring customers can fully understand product information before placing an order.
In addition to product consultation, our support team can answer inquiries related to order rules, pricing standards, logistics rules, return policies, and platform operation specifications. We maintain a transparent pre-purchase service mechanism to eliminate information asymmetry, allowing every customer to fully understand all shopping rules before completing payment. We advocate rational consumption and will actively remind customers of product applicable scenarios and usage precautions to avoid inappropriate purchases.

3. Order Service Standards

We implement standardized order processing services for all valid orders submitted on the platform. After a customer successfully places and pays for an order, our system will automatically confirm the order information, and the operation team will complete order sorting, inspection, and shipment arrangements within the prescribed processing cycle. All orders are processed in the order of payment completion, with fair and standardized processing rules for all customers, no priority processing or differential treatment for any order.
During the order processing period, customers can consult the latest order progress status through our official contact channel. Our service team will provide accurate order progress inquiry services, including order confirmation status, pending shipment status, and outbound completion status. For order information errors caused by customer personal input, we provide targeted modification support within the valid processing period to ensure order accuracy and smooth delivery.

4. Logistics Service Support

We provide inclusive logistics services for all products on the platform, with no shipping fees charged to customers. All logistics costs and related accessory expenses incurred in the process of product delivery are fully borne by our brand. In addition, we undertake all tariff expenses generated during international transportation and customs clearance procedures. Customers will not bear any additional customs duties, handling fees, or logistics surcharges of any kind, realizing a fully inclusive one-stop shopping experience.
Our logistics system has stable delivery efficiency and standardized delivery cycles. After the order is shipped, the goods will be delivered to the customer’s designated address within the stipulated delivery time range. For logistics problems such as delayed update of logistics information, abnormal transit status, or routine delivery delays caused by objective logistics factors, our customer service team will actively assist customers in tracking logistics status, coordinating logistics processing, and providing timely problem feedback and solutions.

5. After-Sales Service Standards

We provide comprehensive after-sales protection services for all completed orders, focusing on solving customer product usage problems, order abnormal problems, and service experience problems. For customers who encounter product usage doubts, skin adaptation problems, or product matching problems after receiving the goods, our service team will provide targeted usage guidance and problem analysis support to help customers correctly use the product and optimize the skincare effect.
For eligible return applications, we strictly implement the unified return and refund rules of the platform. Customers can apply for returns within the official return period for products that do not meet personal usage expectations or have usage adaptation problems. After the returned goods are received, inspected, and verified by our team, we will complete the refund processing within the specified refund cycle. The entire after-sales process is standardized, transparent, and traceable, and customers can inquire about the progress of return review and refund processing through our contact channel at any time.

6. Customer Inquiry and Feedback Service

We have established a dedicated customer feedback and problem handling mechanism. All customer consultations, suggestions, complaints, and feedback are uniformly received and processed through the Contact Us page of our official website. We have a professional service team responsible for sorting out, replying to, and following up on all customer messages to ensure that every customer’s voice is effectively responded to. We respect every customer’s reasonable feedback and will continuously optimize products, services, and platform functions based on customer suggestions to improve the overall shopping experience.
Our service team adheres to polite, patient, and professional service attitudes in all communication processes, and strictly prohibits rude replies, perfunctory processing, and avoidance of customer problems. For complex problems that require multi-step verification and processing, we will take the initiative to follow up with customers, synchronize processing progress in a timely manner, and ensure that problems are completely resolved.

7. Service Commitment

We promise that all customer service behaviors are based on the principle of fairness, transparency, and integrity, and all service terms are strictly implemented in accordance with the official published policies of the platform. We will not arbitrarily change service rules, refuse reasonable customer demands, or charge any hidden service fees. We are committed to providing every customer with a safe, secure, convenient, and comfortable online shopping and service experience, and continuously improve service quality and customer satisfaction through standardized management and active optimization.

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