Customer Service Policy

We provide comprehensive, standardized, all-round one-stop professional customer service support for every global customer, covering the full complete shopping link including pre-purchase consultation, order modification and cancellation, real-time logistics tracking, post-delivery product problem handling, 60-day return and refund guidance, long-term product usage guidance, customer complaint feedback and dispute resolution. We firmly adhere to the core service tenet of putting customer shopping experience first, fully standardize all internal service operating procedures, and make every effort to fully protect the legitimate shopping rights of every customer from all regions of the world.

We offer full-scale detailed pre-sales consultation support available for all customers at any time before placing an order. Customers may submit inquiries covering all dimensions of our skincare and body care product line, including core active ingredient functions, targeted skin problem improvement effects, suitable skin type ranges, product texture and scent descriptions, step-by-step daily usage methods, correct dosage guidance, long-term skin cycle improvement effects, product shelf life specifications, full ingredient lists, product packaging capacity parameters and real-time inventory status of each item. Our customer service staff will provide accurate, detailed, objective and professional explanatory answers for every question received, and combine the customer’s personal skin condition, daily skincare routine and target skin improvement goals to deliver targeted product matching recommendations, helping each shopper quickly select the most suitable skincare goods without unnecessary trial and error waste. For all customer questions regarding website shopping operation steps, free global shipping policy detailed rules, order settlement currency standards, checkout payment operation guidance, valid return time limits and after-sales basic terms, our service team will provide one-to-one step-by-step guidance to eliminate all pre-purchase confusion and help customers complete clear, confident shopping decisions efficiently. Our service team maintains complete professional training on all skincare product knowledge, ingredient efficacy and skin adaptation knowledge, so all consultation replies avoid ambiguous, vague or misleading descriptions, and all introduced product effects strictly match the official product information displayed on our website without exaggerated over-promises.

We implement full-cycle order protection service for every successfully submitted order. Immediately after the customer completes payment and the system generates a formal order number, our order processing staff will conduct a full preliminary check of all submitted order information, including purchased product types, quantity specifications, recipient name, complete delivery address and contact communication information, to quickly identify and notify customers of any information errors that may lead to delivery failure before packaging starts. Before the warehouse finishes outbound shipment of the ordered goods, customers can freely submit applications to modify all valid order information, including recipient address adjustment, contact information update, product specification replacement, purchase quantity increase or decrease and additional product additions to the existing order. All order information modification requests submitted within the 1-3 day order processing window will be completed free of charge without any administrative service fees deducted from the customer. For mistakenly placed duplicate orders, accidentally submitted wrong item orders and orders affected by unsuccessful payment failures, we provide free order cancellation and reordering guidance services at any time. Our service staff will actively assist customers in checking and resolving all abnormal order status issues including payment deduction without successful order generation, missing order confirmation notification messages and invisible historical order records, solving all order abnormal situations in a timely manner to guarantee smooth completion of the customer’s shopping transaction process. We maintain real-time synchronization of all order status updates on each customer’s personal order page, and customers can check the current processing progress of their orders at any time without waiting for manual consultation replies.

Our customer service team provides continuous real-time logistics tracking follow-up service for all shipped orders. After the warehouse sends out the package, staff can help customers query the latest detailed transit status of the goods at any time, and professionally solve common logistics abnormal problems such as tracking information failing to update for multiple days, package transit stagnation at international transfer hubs, unexpected delivery delays and lost logistics record data. For packages temporarily detained by local logistics carriers or destination country customs departments, our service team will provide complete standard customs declaration material templates and step-by-step clearance processing suggestions to assist customers in smoothly completing all official customs procedures and successfully picking up their skincare packages without unnecessary delays. In cases where the outer package suffers impact damage during long-distance transit, leading to cosmetic bottle extrusion, liquid leakage, surface contamination, broken caps or missing matching product accessories, customers may submit clear photo evidence of damaged packaging and defective goods through our official service channel. Our staff will verify the problem situation at the fastest speed possible, then provide targeted personalized solutions including full USD refund, free replacement shipment or partial compensation according to the actual loss condition of the goods. All processing costs generated for product damage caused by transit non-human factors will be fully borne by our store without any deductions from the customer.

We offer complete end-to-end step-by-step guidance for all customers submitting 60-day valid return and refund applications. Our customer service staff will walk each customer through every required operation including formal return application form submission, correct sorting and sealed packaging of returned skincare goods, accurate filling of designated return warehouse address information and delivery operation of return packages to local logistics providers. After the customer sends the return package, our service team will track the real-time transit status of the returned goods continuously, follow up the warehouse receiving and inspection progress, and proactively send timely notifications to the customer once inspection results and refund processing start time are confirmed. For orders affected by factory product quality defects, wrong item delivery and missing product accessories, we support free two-way return and exchange services, and all logistics costs generated during the return and re-delivery process will be fully covered by our store without passing any fees to customers. For all return applications that fully comply with our published refund policy standards, our team will strictly abide by the 5 to 10 working day refund processing cycle commitment to ensure timely and efficient fund return, and we will never delay processing, arbitrarily deduct refund amounts or refuse valid return requests without reasonable supporting evidence. If customers submit return requests that do not fully meet the published return eligibility standards, our service staff will clearly explain every specific clause of the refund policy that the customer’s goods fail to satisfy, and provide objective, reasonable alternative solutions to reduce the customer’s shopping loss as much as possible.

All customers who complete purchases on our website enjoy permanent long-term product consultation service after receiving their skincare and body care goods. Our service team provides professional targeted guidance covering product wearing adjustment, correct daily usage sequence, recommended dosage amount, matching skincare combination routines, safe cleaning methods for product packaging bottles, proper storage conditions to extend product shelf life and effective ways to maximize the service life of each cosmetic product. If customers find that the purchased skincare items create uncomfortable skin adaptation problems within the valid 60-day return window, including slight redness, stinging sensation or texture mismatch with personal skin preferences, we provide full free return and exchange support as long as the products remain unopened and intact, fully safeguarding every customer’s shopping satisfaction and skin safety experience. We systematically collect all authentic usage feedback, skin effect evaluations and product optimization suggestions submitted by customers after using our skincare products. All collected customer feedback data is sorted, summarized and regularly transmitted to our product formula and production teams, supporting continuous iteration and upgrading of product formula concentration, texture, packaging leak-proof design and product line expansion, so we can deliver higher-quality, more suitable clinical skincare products to global shoppers in subsequent production batches.

We build a complete, standardized internal complaint receiving, tracking and resolution processing mechanism for all customers with unsatisfactory shopping experiences. If customers hold dissatisfaction related to product quality effects, logistics delivery efficiency, customer service communication attitude, unclear policy explanations or overall shopping experience, they may submit a complete detailed complaint description together with corresponding picture evidence and order number through our official customer service communication channel at any time. Once a formal complaint submission is received, our management team will assign an exclusive dedicated service staff to independently follow up the entire complaint case within 12 working hours, avoiding repeated transfer of customer demands between multiple service staff and eliminating long waiting periods caused by repeated problem restatement, so we can resolve customer complaints efficiently and directly. During the complaint handling process, our assigned service staff will fully listen to the customer’s reasonable demands and subjective feelings without one-sided subjective judgment biased toward internal operation interests. We will conduct objective verification of all relevant evidence submitted by the customer, then provide targeted balanced solutions including free product replacement, full USD refund, partial monetary compensation or optimized follow-up service upgrades based on the actual verified situation of the shopping dispute. All completed complaint processing records will be properly archived and sorted regularly by our internal management department. We summarize common customer pain points and frequent service loopholes from archived complaint data, then organize internal service training and process optimization adjustments to continuously upgrade our overall store service quality and reduce repeated customer complaints over time.

Every customer service staff member working for our platform receives complete standardized professional training covering skincare product knowledge, all website policy clauses, standardized polite communication norms and efficient problem-solving skills before formally taking customer consultation work. All service personnel maintain a unified communication attitude that is polite, patient, rigorous, objective and professional when communicating with every customer, strictly prohibiting perfunctory one-sentence replies, impatient communication tone and rude response behavior during all consultation and after-sales interactions. We provide equal, complete, high-quality customer service support for every global customer without any form of differential treatment based on customer geographic region, total order spending amount, purchase frequency or order product quantity. Every customer consultation message and after-sales service application submitted to our team will receive a complete formal reply within 24 working hours. For complex cross-link problems that require multi-department verification and coordination to resolve, our service staff will send regular progress update notifications to the customer at fixed intervals until the submitted issue is fully resolved to the customer’s satisfaction. Our internal operation team continuously optimizes all service processing links to shorten the processing cycle for order modification, logistics abnormal follow-up, return refund review and customer complaint resolution, effectively reducing unnecessary waiting time for every customer submitting service requests. We set up a dedicated internal service supervision channel for customers to submit feedback if they encounter service staff that fail to comply with our unified service communication standards. Once valid supervision feedback is received, our management department will conduct timely rectification training for relevant staff and carry out comprehensive service process improvement to prevent identical poor service situations from recurring in the future. Our core service standard is to fully center on customer shopping experience and protect all legitimate shopping rights, and we consistently optimize every service link to provide every global skincare customer with safe, reliable, efficient and all-round worry-free one-stop online shopping support at all times.