CUSTOMER SERVICE POLICY
This Customer Service Policy establishes standardized service specifications, service scope, and service commitment principles for all customer interactions on our cosmetic e-commerce website, applicable to all global users who browse, purchase products, and consult related services on the platform. The core purpose of this policy is to ensure that every customer can obtain fair, transparent, efficient, and professional pre-sales, in-sales, and after-sales services during the entire shopping process, and to standardize the service behavior of our customer service team to protect the legitimate rights and interests of all platform users.
For pre-sales consultation services, our professional customer service team provides comprehensive product consulting support covering all cosmetic products sold on the platform, including product ingredient introduction, color number selection guidance, usage methods, skin type adaptability, product efficacy, size parameters, and matching makeup skills. Customers can consult any product-related questions through the platform’s official customer service channel during service hours. Our team will respond to all valid consultation requests in a timely manner, provide accurate, detailed, and objective answer content, and offer personalized purchasing suggestions according to customers’ actual needs and usage scenarios to help customers make reasonable purchasing decisions.
In terms of order service support, our customer service team is responsible for handling all order-related inquiries and exception processing, including order confirmation, order status query, order information modification, logistics progress inquiry, and abnormal order feedback. All orders placed on the platform will be manually reviewed and verified by our team to ensure the accuracy of product specifications, quantity, and delivery information. For any order information errors or abnormal problems fed back by customers, our customer service team will verify the situation within the specified time and provide effective solutions to ensure the smooth progress of all valid orders.
For logistics and distribution services, our customer service team provides full-cycle logistics tracking and consulting services. All orders on the platform support unified global distribution, with a fixed delivery cycle of 6-12 working days for all international and domestic orders. All orders will be processed and shipped within 1-3 working days after successful payment confirmation. Customers can consult customer service for real-time logistics distribution progress, delivery delay reasons, and logistics exception solutions at any time. We provide official expedited distribution services for customers with urgent delivery needs, and our customer service team will introduce the detailed rules, process, and precautions of expedited services in detail according to customer requirements.
In terms of after-sales service guarantee, we strictly implement a 60-day global return policy and a standardized refund processing mechanism. Our customer service team is fully responsible for receiving, reviewing, and processing all customer return and refund applications. For valid return applications that comply with platform rules, the team will complete the qualification review within the specified time, guide customers to complete the return operation in accordance with standardized processes, and follow up the whole process of return goods receipt and refund execution. All eligible refunds will be completed within 5-10 working days after the completion of return verification, and the refund amount will be settled in unified USD currency.
Our customer service team adheres to the service principles of fairness, patience, professionalism, and transparency. We strictly prohibit any misleading, perfunctory, or discriminatory service behavior towards customers. For customer complaints and suggestions about products and services, we will establish a special feedback processing mechanism, complete complaint registration, problem verification, result processing, and reply feedback in a timely manner, and continuously optimize platform products and service processes based on effective customer suggestions. All customer service behaviors are supervised in accordance with this policy to ensure the standardized and high-quality operation of platform customer services.