Customer Service Policy


Service Purpose & Core Standards

Our customer service system is built around the core goal of solving user problems, optimizing shopping experience, and protecting user legitimate rights and interests. As a professional global skincare e-commerce platform, we provide unified, standardized, and efficient customer service for all global users, covering the whole process of pre-purchase consultation, in-purchase guidance, and after-sales guarantee. All customer service work adheres to the principles of professionalism, patience, efficiency, and transparency, ensuring that every user can obtain satisfactory service feedback.
Our service team has received professional skincare product training and business skill training, being familiar with all product efficacy, ingredient characteristics, applicable skin types, order processing rules, logistics policies, and after-sales regulations. The team can accurately answer user inquiries and provide targeted solutions for various shopping problems, creating a reassuring one-stop skincare shopping service system.

Pre-Purchase Consultation Service

We provide comprehensive pre-purchase consultation services for users who have product selection and shopping doubts. Users can consult customer service teams about product efficacy, ingredient safety, applicable crowds, usage methods, skin adaptation scenarios, and product differences of various skin protection and healing essentials. Our team will provide professional, detailed, and easy-to-understand answer guidance according to user personal skin conditions and daily skincare needs.
For users with unclear skincare demand, customer service can provide reasonable product recommendation suggestions, helping users select suitable body care, lip care, and minor wound care products to avoid blind purchase. All pre-purchase consultation services are free and open to all browsing users and registered users, with no consultation threshold and service limit.

Order & Logistics Service Support

During the order placement and logistics delivery stage, our customer service team provides full-process order support services, including order information modification, order status inquiry, logistics tracking guidance, delivery problem handling, and order cancellation assistance. Users can contact customer service to modify shipping address, receiving information, and order notes before order shipment to ensure accurate order delivery.
For problems such as delayed logistics, package suspension, and abnormal transportation during order delivery, the customer service team will actively coordinate with logistics providers to verify the situation, track package dynamics, and feedback the latest progress to users in a timely manner. For delivery failures and package loss problems caused by logistics exceptions, we will provide compliant solutions according to official policies to ensure user rights and interests are not damaged.

After-Sales Problem Handling Service

We provide comprehensive after-sales customer service covering return, refund, product quality problem handling, and dissatisfaction consultation. For product quality problems, damaged goods, wrong goods, and other abnormal situations after order receipt, users can contact customer service at any time to submit after-sales applications. Our team will quickly review user demands, guide users to complete return and refund procedures, and follow up the whole process until the problem is resolved.
Aiming at the 60-day free return and 5-10 day refund rules of the platform, customer service will provide professional process guidance for users, answer various doubts about return conditions, refund cycle, and free return rules, and solve after-sales obstacles for users. We adhere to the user-oriented principle in after-sales service, actively coordinate problems, and avoid perfunctory processing and delayed response.

Service Response & Processing Efficiency

Our customer service team maintains long-term online service status to respond to user consultation and problem feedback in a timely manner. For conventional consultation questions, we will complete reply and answer within the shortest time; for complex problems involving order verification, logistics coordination, and after-sales review, we will record user demands, conduct professional verification, and give clear processing results within the specified time.
We standardize all service processing procedures, establish complete user problem filing and follow-up mechanisms, ensure that every user’s feedback problem has records, processing progress, and final results, and avoid unresolved pending problems. We continuously optimize service efficiency and improve user shopping experience through process iteration.

User Feedback & Service Optimization Mechanism

We attach great importance to user service feedback and product experience evaluation. Users can put forward service suggestions, product optimization opinions, and platform improvement feedback through customer service channels. We will sort out and analyze all valid user feedback regularly, optimize customer service processes, adjust product selection strategies, and upgrade platform service functions according to user real needs.
We take user satisfaction as the core evaluation standard of customer service work, continuously strengthen team service awareness and professional ability, eliminate rigid and mechanical service modes, and provide warm, professional, and efficient customized service for global skincare users.

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