Customer Service Policy

Overview

This customer service policy defines the service standards, support channels, processing rules and service scope for all visitors and shoppers on our website. All users who browse pages, place orders or submit consultation requests will receive unified, fair and professional customer support in accordance with the terms below. Our core service goal is to resolve user questions and troubleshoot order-related issues efficiently while delivering a smooth shopping experience for every customer.

Available Support Channels

Customers can reach our support team through the dedicated message channel on our website at any time. Our team reviews all incoming service messages and replies to user inquiries in order of submission priority. We do not offer separate phone support channels; all consultation, return, refund and logistics issues will be handled via online written communication to ensure complete records for order verification and problem tracking. All conversations between users and support staff are stored securely to avoid disputes over service promises.

Service Response Time Standards

Our customer service team works on business days, excluding weekends and official holidays. For general consultation questions about ingredients, product effects, usage methods, shipping schedules and policy rules, we will send a formal reply within 24 business hours after receiving your message. For complex requests including return approval, refund follow-up, damaged goods claims and abnormal logistics tracking issues, the processing cycle may extend to 3 to 5 business days as we need to cross-check warehouse records, delivery information and inspection results before giving a confirmed solution. During shopping peak seasons, slight delays in replies may occur, and we appreciate your patience while our team processes requests in sequence.

Scope of Support We Can Assist With

  1. Product related inquiries: Introductions to skincare ingredients, applicable skin types, usage steps, matching combinations, product efficacy and shelf life reminders. We provide objective product descriptions without exaggerated promotional claims to help customers pick suitable items based on personal skin conditions.
  2. Order operation guidance: Step guidance for placing orders, modifying shipping information before shipment, checking order payment status, locating tracking numbers and reviewing historical order records.
  3. Shipping logistics support: Query estimated delivery times, explain logistics delay causes, assist with tracking information updates and clarify global free shipping rules.
  4. Return and refund services: Guide users to submit valid return applications, explain 60-day return rules, inform refund processing timelines of 5–10 business days and clarify unified USD refund settlement standards.
  5. After-sales problem handling: Process claims for damaged packages, leaking products or missing items upon delivery, verify product quality complaints and offer compliant solutions based on our refund policy.
  6. Policy explanation: Clarify all website rules including shipping policy, refund policy and privacy policy for users with confusion about shopping terms.

Issues Not Covered By Customer Service

Our support team cannot intervene in matters outside our service control scope, and we will not accept unreasonable requests that violate website policies:
  1. Exchange requests submitted beyond the valid 60-day return window, or returns of opened, used, contaminated products that fail warehouse inspection standards.
  2. Compensation claims for delivery delays caused by international customs clearance, local postal peak seasons, remote regional logistics restrictions or uncontrollable global transportation events.
  3. Demands for reimbursement of bank exchange loss fees, third-party payment platform service charges or personal return shipping costs, as these expenses are clearly stated non-refundable in our refund policy.
  4. Unreasonable compensation requests for individual skin discomfort caused by personal skin sensitivity, improper product use or allergic reactions to specific ingredients. We remind all customers to check ingredient lists carefully before purchasing.
  5. Requests to modify completed refund amounts or change refund settlement currencies other than USD. All refunds follow the unified currency rule with no exceptions.
  6. Malicious repeated consultation, abusive language, threatening remarks and unreasonable demands that disrupt normal service work. Our team reserves the right to suspend service responses for users with inappropriate communication behavior.

Service Handling Rules for After-Sales Claims

If you receive damaged, defective or incomplete goods, you must submit your claim request and provide clear photos of the outer package, inner product packaging and damaged items within 7 days after package delivery. Without valid image proof, we cannot verify your claim and will reject related compensation applications. After reviewing your evidence, our team will provide solutions consistent with the refund policy, including partial refunds or full refunds for eligible damaged items. We do not offer free reshipment services for damaged goods under any circumstances.

Service Record and User Communication Standards

All customer service conversations and submitted evidence materials will be stored in our secure system for order audit and dispute resolution. Support staff are required to maintain polite, objective and professional wording in all replies, and will not make verbal promises inconsistent with written website policies. Any oral commitments from service representatives that conflict with published policy terms shall be deemed invalid; all service standards are subject to the official content displayed on our policy pages.

Policy Adjustment Right

We reserve the right to adjust customer service response cycles, support processing rules and service scope according to operational and logistics changes. Updated terms of this customer service policy will be posted directly on this page. Continued use of our website support channels after updates take effect means you agree to accept the revised service standards.

How to Submit Service Requests

To get customer support, send your detailed question along with your valid order number through the website support message entry. Including clear order information and related pictures will greatly shorten the time our team needs to verify and resolve your issue.