Customer Service Policy

This Customer Service Policy outlines the service standards, support channels, and service principles we provide for all users and customers of our website. We adhere to the principles of sincerity, efficiency, and professionalism to deliver a reliable and satisfying shopping and after-sales experience for every customer. By using our website and purchasing our products, you agree to the service terms specified in this policy.

General Service Principles

We are committed to providing inclusive, transparent, and customer-oriented services for all global users. We strictly standardize every link of pre-sales consultation, order processing, logistics follow-up, and after-sales maintenance. We insist on solving customer problems in a timely manner, respecting every user’s shopping experience, and providing fair and standardized service for all orders without discrimination of region or order amount.

Customer Support Channel

We provide unified official customer service support for all users. Customers can submit any consultation, feedback, service application or problem report through the Contact page on our official website. Our customer service team will receive, record and process user demands uniformly through official channels to ensure the authenticity and effectiveness of service processing.

Pre-Sales Service Support

Our customer service team provides comprehensive pre-sales consulting services, including product ingredient introduction, texture and effect description, color selection guidance, product usage tips, order and preferential rule consultation, logistics and tariff related policy inquiries. We aim to help every customer fully understand product information before purchasing and make a suitable shopping decision.

Order & Logistics Service

We provide standardized order processing and logistics follow-up services for all official orders. All orders will be processed and shipped in accordance with unified warehouse processing standards. We implement full free shipping for all products and fully bear all tariffs and additional cross-border fees, so customers can enjoy zero extra-cost shopping experience. We provide logistics status inquiry and exception follow-up services to assist customers in checking order progress and solving logistics-related problems.

After-Sales Service Standard

We provide standardized return and refund after-sales services in accordance with our official refund policy. Customers can apply for return service within the valid return period for eligible products. After receiving and verifying the returned goods, we will complete the refund processing within the unified processing cycle and return the funds to the original payment account. We actively respond to after-sales problems such as product quality, transportation damage and order errors, and provide reasonable solutions for eligible situations.

Service Response Rules

We arrange professional customer service personnel to process user feedback and consultation demands in sequence. We always maintain a polite, patient and professional service attitude, and strictly avoid perfunctory replies and invalid processing. For complex problems that need verification, we will synchronize the processing progress with users in a timely manner until the problem is properly solved.

Service Exclusions

We do not provide targeted customized services beyond the official service scope, nor do we promise any verbal commitments that are inconsistent with the website’s official policies. Any personal subjective experience and subjective evaluation that does not conform to objective product attributes will not be used as the basis for after-sales processing. All service processing shall be subject to the official published policies of the website.

Policy Updates

We reserve the right to adjust and optimize this Customer Service Policy according to service upgrades, user experience optimization and industry standard changes. The updated policy will take effect after being displayed on the official website. Continued use of our website and services means that you accept the revised service terms.

Contact Us

If you have any questions, suggestions or service demands about our customer service rules, please contact our support team through the official Contact page of our website.