Customer Service Policy

Service Tenet and Basic Service Standard
Our customer service policy takes user satisfaction as the core tenet, adheres to the service principle of equality, sincerity, professionalism and efficiency, and provides full-cycle shopping service support for all global users. We cover the whole process of pre-sale consultation, in-sale guidance and after-sales guarantee, aiming to solve all shopping-related problems for users in a timely and professional manner. All customer service staff have received professional product knowledge and service etiquette training, can accurately answer user questions about product efficacy, skin adaptation, order placement, preferential rules, logistics distribution, return and refund and other aspects. We advocate warm and humanized service, reject rigid and perfunctory service attitude, maintain equal communication with every user, and ensure that users can obtain comfortable and satisfactory service experience in every consultation and problem handling process.
Pre-sale and In-sale Service Content
In the pre-sale service link, we provide users with comprehensive product consulting services, including product ingredient introduction, efficacy adaptation, skin type matching, usage method, product difference and other professional content, helping users accurately select skincare products suitable for their own skin conditions. At the same time, we will take the initiative to inform users of the site’s preferential rules, discount policies and global free shipping benefits, so that users can clearly understand all shopping benefits. In the order placement process, customer service can provide users with operation guidance such as order placement process, preferential superposition, order information modification, address adjustment and other services, helping users complete order operations efficiently. For user questions about order payment, order confirmation and order sorting, we will reply and solve them in the first time to ensure the smooth completion of user orders.
After-sales Service Processing Rules
We provide comprehensive and standardized after-sales services for all user orders, covering order logistics query, product use guidance, return and refund consultation, abnormal order processing and other services. For logistics problems such as order delay, logistics stagnation and goods signing exception, customer service team will track the logistics status in real time, verify the problem causes and feed back the processing results to users in a timely manner. For users who have problems in the process of product use, we will provide professional use guidance and problem analysis services to help users use the product correctly. For return and refund applications, we will guide users to complete the application process in accordance with the refund policy, track the review progress and refund arrival status in real time, and ensure that all after-sales problems are efficiently solved. All after-sales services abide by the principle of user priority, and properly solve all legitimate user demands on the premise of complying with platform policies.
Service Response and Complaint Handling Mechanism
We have a professional full-time customer service team to provide stable service support for global users. We adhere to the efficient response service standard, and respond to user consultation and service demands in the shortest time to avoid long-term waiting for users. For conventional consulting problems, we will complete reply and solution guidance at the first time; for complex problems involving order exception, after-sales dispute and other content, we will record the problem in detail, launch the special processing process, and give users a clear processing plan and processing time limit. For user complaints and suggestions, we will accept them sincerely, verify the problem truthfully, optimize the service process in a targeted manner, and feed back the processing results to users in a timely manner. We always take user feedback as the important standard for service optimization, continuously improve the service level, solve user shopping doubts and problems in an all-round way, and protect users’ shopping experience and legitimate rights and interests.