Customer Service Policy

This Customer Service Policy is designed to create a transparent, reliable, and customer-friendly shopping experience for all users visiting and purchasing from our website. Covering customer communication support, order processing, global delivery, tariff liability, return and refund rules, transaction currency standards, and overall service principles, this policy serves as the official guideline for all service-related matters. We adhere to the core service tenets of transparency, equality, efficiency, and customer priority, ensuring that every shopper can enjoy secure, convenient, and risk-free skincare product shopping services. All service rules apply to all customers without discrimination, covering all product categories and all global shipping regions served by the website.

1. General Service Principles

We uphold an inclusive, respectful, and professional customer service standard for all global customers. Our service team is committed to providing accurate, patient, and effective support for all pre-purchase consultation, in-order inquiry, and after-sales problem resolution needs. We strictly maintain equal service quality for every customer, regardless of order amount, purchase frequency, or delivery region. There are no hidden service rules, differential treatments, or arbitrary restrictions for any user. All service processes are standardized and open, aiming to eliminate shopping doubts, reduce transaction risks, and build long-term trust between the platform and customers.
All customer service arrangements are formulated based on the actual needs of global online shopping, combined with the operational characteristics of professional skincare product sales. We continuously optimize service details according to customer feedback to ensure that every link from consultation, order placement, logistics delivery, to after-sales processing can bring a stable and reassuring shopping experience.

2. Customer Contact & Support Channel

We provide a unified and dedicated customer consultation channel for all users. All customer inquiries, including product feature consultation, skincare applicability guidance, order status inquiry, logistics tracking consultation, policy interpretation, after-sales application consultation, and problem feedback, need to be submitted through the official Contact Us page of the website.
Our professional customer service team is fully trained in product knowledge, platform policies, and international shopping service standards. The team can accurately answer various questions related to our skincare products, including product ingredient characteristics, applicable skin types, product efficacy, usage methods, and matching skincare suggestions. Meanwhile, the team can provide clear replies about order rules, shipping standards, tariff policies, return and refund specifications, helping customers fully understand all shopping details before and after purchase.
We insist on standardized and polite service communication, respect every customer’s consultation demand and feedback content, and ensure that all user messages are processed with a rigorous and responsible attitude. We do not provide arbitrary verbal commitments beyond the scope of official policies, and all service replies are based on the official published rules of the website to ensure the authenticity and validity of service information.

3. Order Processing Rules

All orders submitted successfully on the website will enter the official processing queue automatically. We implement efficient order review and processing mechanisms to ensure that every valid order can be arranged for shipment in a timely manner. The unified order processing cycle is stable and efficient, ensuring that customers do not need to wait for redundant processing time after payment completion.
After the customer completes the order payment, our system and warehouse team will conduct order information verification, product inspection, and packaging arrangement in sequence. All orders will be shipped within the official processing cycle, ensuring that qualified and intact products are delivered to the logistics system. During the order processing period, if customers have any information modification needs or order status doubts, they can submit inquiries through the Contact Us page at any time, and we will assist in verifying and processing relevant matters.
All products are strictly inspected before shipment, including product integrity, packaging firmness, and product validity, to avoid defective goods, missing items, or damaged items caused by pre-shipment problems. We maintain standardized warehouse management and order processing procedures to ensure the consistency of product quality and order processing quality for all customers.

4. Global Shipping & Tariff Policy

In order to provide customers with the most cost-effective and worry-free global shopping experience, our website implements a full free shipping policy for all commodities. There is no minimum order limit, no regional restriction, and no additional shipping fee for any purchased product. All shipping costs are fully borne by the platform, allowing every customer to enjoy zero-cost delivery service while purchasing high-quality skincare products.
We have a mature global logistics distribution system, which can cover all mainstream regional markets around the world. After the order is shipped, it will be delivered through standardized international logistics channels. The overall delivery cycle is stable and reliable, enabling customers to receive the purchased products within the official delivery time. In the whole logistics link, we adopt professional shockproof and pressure-resistant packaging suitable for skincare products to avoid product damage, leakage, or extrusion deformation during long-distance international transportation.
For all international orders generated on the website, all customs duties, import taxes, handling fees, and all other additional fees incurred in the process of cross-border logistics and customs clearance are fully borne by the platform. Customers do not need to bear any extra costs in any link of order payment, customs clearance, and goods receipt. The final price displayed on the order checkout page is the only cost that customers need to pay, with no hidden fees and no subsequent supplementary charges, realizing a real one-stop zero-extra-cost shopping experience.

5. Unified Currency Standard

To ensure the clarity, accuracy, and uniformity of global transaction pricing, all product prices, discount settlement amounts, order total amounts, and all fee standards displayed on the website are uniformly denominated in USD. All settlement links such as order payment and refund processing are implemented in accordance with the unified USD standard.
The unified currency standard avoids price confusion and calculation errors caused by multi-currency conversion, ensures that every customer can clearly know the actual cost of purchase, and makes the order payment process simpler, more intuitive, and safer. All preferential discount activities on the website are also calculated and settled based on the unified USD pricing system to ensure the fairness and standardization of all preferential activities.

6. Return & Refund Service Policy

We implement a customer-friendly and industry-leading return service rule to fully protect the legitimate shopping rights and interests of every user. All products sold on the website support a long-term return application right. Customers can initiate a return application for purchased products within the official return window if they are not satisfied with the products or do not meet their personal use expectations.
The return policy applies to all product categories of the website, without restricting the return reason of customers. Whether the customer has personal skin adaptation problems, product effect expectation differences, or other personal shopping adjustment needs, they can apply for return in accordance with the official process on the premise of complying with the return specifications. We fully respect every customer’s independent shopping experience and evaluation rights.
After the customer successfully submits and completes the return process, and the returned goods are received, inspected and confirmed to be compliant by our team, we will start the official refund procedure. All valid refunds will be completed within the official refund processing cycle. The refund path will follow the original payment path of the customer’s order to ensure the safety and accuracy of fund withdrawal. We strictly standardize the refund processing process, avoid delayed processing or abnormal deduction, and ensure that every eligible customer can receive the full refund smoothly.

7. Service Optimization & User Feedback Mechanism

Customer experience is the core driving force of our service iteration and optimization. We always pay attention to every user’s shopping experience and service feedback. Customers can submit any service suggestions, experience feedback, and problem complaints through the Contact Us page. Our team will record, verify, and feed back all valid user information in a targeted manner.
We will continuously optimize order processing efficiency, logistics and packaging standards, after-sales service processes, and customer consultation response quality according to user feedback. We always maintain an open and humble service attitude, take user needs as the orientation, continuously improve the details of various service links, and strive to provide more professional, efficient, and humanized customer service for global customers.

8. Policy Update & Interpretation Specification

We reserve the right to adjust and optimize the content of the Customer Service Policy according to business development, industry norms, and market operation needs. All updated policy contents will be displayed on the official website in a timely manner, and the official published content of the website shall prevail. After the policy is updated, it will automatically apply to all subsequent orders and shopping behaviors of users.
All terms of this policy are formulated based on the principle of fairness and transparency, aiming to standardize service behaviors, protect user rights and interests, and maintain the orderly development of platform transactions. No content of the policy will arbitrarily restrict the legitimate rights and interests of customers or increase the unreasonable obligations of users. All service behaviors of the platform are strictly implemented in accordance with the officially released customer service policy standards.

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