Customer Service Policy
Service Purpose
We adhere to the service tenet of customer first and professional efficiency, and are committed to providing global customers with full-cycle, high-standard shopping customer service. From pre-sale product consultation, in-sale order guidance to after-sales problem solving, we provide one-stop professional service support to ensure that every customer can have a smooth and reassuring shopping experience on the platform.
Pre-Sale Service Content
Our customer service team provides comprehensive pre-sale consultation services for customers, including product ingredient introduction, usage methods, skin type adaptation, product efficacy explanation, preferential activity rules, global shipping related consultation, order placement guidance and other content. Customers can consult any shopping-related questions through authorized reseller contact channels, and we will provide accurate, detailed and professional reply guidance in a timely manner.
In-Sale Service Guarantee
During order payment, processing and delivery, our customer service team will track the order status in real time. For order problems such as payment failure, order abnormality, logistics delay and address modification, we will provide timely troubleshooting and solution services. We will actively feedback the latest order progress to customers to avoid shopping obstacles caused by order abnormal problems.
After-Sales Service Standards
We provide standardized after-sales service for all platform orders, covering product quality problems, wrong delivery, missing goods, return and refund consultation, after-sales progress inquiry and other services. In accordance with the 60-day free return and 5-10 working days refund rules, we assist customers in completing after-sales operations. We will properly handle all after-sales feedbacks to fully protect customers' shopping rights and interests.
Service Feedback and Handling
We accept all customers' service feedback, suggestions and complaints through authorized reseller contact channels. We will record all user feedback information uniformly, and arrange special personnel to verify and handle it within the working time. For user complaints and suggestions, we will give targeted replies and solutions, and continuously optimize platform products and service quality according to user feedback to improve customer shopping satisfaction.
