Customer Service Policy

This Customer Service Policy applies to all users who register, browse, and place orders on our skincare platform, covering all customer support scenarios including pre-sales consultation, in-sales assistance, and after-sales problem handling for global users.
Our customer service team is professionally trained in skincare product knowledge, platform rule interpretation, logistics processing, and after-sales operation. All staff follow unified service standards to provide accurate, patient, and professional reply and guidance for user demands.
The pre-sales consultation service covers product ingredient introduction, efficacy adaptation, skin type suitability, usage methods, product matching, and order related questions. We help users fully understand product information to avoid inappropriate purchases and improve shopping satisfaction.
The in-sales service includes order status inquiry, payment problem solving, address modification reminder, and shipping progress notification. We assist users in completing order confirmation and payment smoothly to ensure normal order entry processing procedures.
The after-sales service scope includes logistics exception consultation, product receiving problem feedback, return application guidance, refund progress inquiry, and defective product problem solving. We provide one-stop after-sales problem resolution for all eligible orders.
We implement a unified working day response mechanism for all user messages. All user consultation and service requests will be received and replied within 24 working hours to ensure that user demands are not delayed or ignored.
For complex after-sales problems that cannot be solved in a single reply, our customer service team will track the whole process, record user problem details, feed back progress in real time, and follow up until the problem is completely and properly resolved.
All global users enjoy completely consistent customer service standards and rights. There is no differentiated service standard, priority mechanism, or service gap caused by different user regions, order amounts, or registration time.
All service behaviors of our customer team are strictly based on the official published policies of the platform, including shipping rules, return and refund regulations, and privacy protection clauses, ensuring standardized and transparent every service operation.
We reserve the right to optimize and update customer service rules according to platform operation needs and user experience feedback. Updated service policies will be published on the website in advance and take effect uniformly for all subsequent service scenarios.