Customer Service Policy

This Customer Service Policy governs the service standards, support rules, and user service commitments provided by our website to all customers. The policy applies to all visitors, browsers, purchasers, and users who obtain product information, place orders, complete transactions, and apply for after-sales services through our platform. By accessing and using our website and services, you acknowledge that you have fully read, understood, and agreed to accept all terms outlined in this Customer Service Policy. We are committed to providing standardized, professional, friendly, and efficient customer services for every user while maintaining fair and transparent service principles at all times.
General Service Principles
We adhere to a user-oriented service philosophy and strictly implement standardized service procedures to ensure that every customer enjoys a safe, stable, and reassuring shopping experience. All customer services provided on our platform follow the principles of fairness, transparency, professionalism, and integrity. We provide accurate product information, standardized order processing, reliable logistics arrangements, and complete after-sales protection for all users. We do not set hidden service rules, do not charge any undisclosed fees, and always prioritize the legitimate rights and interests of customers in all service processing procedures. All service work is carried out in accordance with unified platform specifications to ensure consistent service quality for every user.
Customer Contact and Inquiry Channels
To ensure the safety, standardization, and traceability of user consultation and feedback, we provide only one official customer service communication channel. All customer consultations, including product inquiries, order questions, service rule verification, logistics feedback, after-sales consultation, functional suggestions, and problem reports, must be submitted through the Contact Us page on our official website. We do not provide service support through any third-party social platforms, unofficial email addresses, or private channels.
All messages submitted through the official channel will be received, sorted, and processed by our professional customer service team. We arrange dedicated personnel to respond to user demands in an orderly manner during working hours and provide accurate, detailed, and practical reply content based on platform rules and actual product conditions. Users can obtain professional guidance on product selection, usage methods, order operation, logistics progress, and after-sales processing through official consultation channels.
Pre-Sales Service Standards
Our pre-sales customer service is designed to help users fully understand product characteristics and platform service rules so that users can make appropriate and rational purchase decisions. Our customer service team provides comprehensive consultation services covering hair care products, hair styling supplies, hair color products, and skincare goods displayed on the website. Users can consult product efficacy, applicable skin and hair types, product ingredients characteristics, usage methods, product specifications, and applicable scenarios.
In pre-sales communication, we always maintain objective and true description standards. Our team will never exaggerate product effects, deliberately induce transactions, or mislead users to place orders. For any limitations and applicable conditions of products, we will provide truthful explanations to help users avoid inappropriate purchases. In addition to product consultation, users can also inquire about platform discount rules, transaction settlement methods, logistics policies, tariff bearing rules, and after-sales guarantee policies before purchasing, so as to fully understand the complete shopping rules of the platform.
Order Processing Service
We provide standardized and efficient order management services for all successfully submitted orders. After the user completes payment confirmation, our system and operation team will verify the order information in a timely manner, including product selection, quantity, and settlement amount. All transactions on the website are settled in a unified currency to ensure that all order pricing is transparent, consistent, and free of hidden charges or arbitrary conversion differences.
Our team strictly abides by unified order processing and shipment specifications. All confirmed orders will be arranged for processing and shipment within 1 to 3 working days. During the order processing period, users can consult the current order status through official contact channels, including order confirmation progress, packaging arrangement, and shipment arrangement. For any abnormal order situations encountered by users, such as unsuccessful order submission, payment deduction without order update, or information error, our customer service team will verify the problem in a timely manner and provide standardized solutions to ensure that the user’s transaction process can be completed normally.
Logistics Service Commitment
We provide stable and standardized global logistics distribution services for all products on the platform. We adhere to a complete benefit-oriented logistics policy, providing free shipping services for all commodities. In the whole process of international transportation, we independently bear all tariffs and additional handling fees incurred by customs clearance and transportation, and users do not need to bear any extra costs other than the product price.
After the order is shipped, the standard delivery time is 6 to 12 working days. The overall delivery progress is stable and predictable under normal transportation conditions. Our customer service team supports users to inquire about logistics tracking status, transportation progress, and delivery exceptions through official channels. For abnormal logistics problems such as delayed transportation and abnormal tracking information, we will actively follow up with the logistics provider, verify the specific situation, and feed back the processing progress to users in a timely manner, so as to ensure the legitimate experience rights and interests of customers.
After-Sales Service Guidance
We provide complete and standardized after-sales service support for all products sold on the platform, aiming to solve product and order problems for users after receiving goods and ensure users’ shopping experience and legitimate rights and interests. We support a 60-day return service window. Within the valid return period, users who meet the return conditions can initiate return applications in accordance with platform rules.
Our customer service team provides full-process guidance for after-sales applications, including return condition confirmation, application process explanation, required material guidance, and return progress inquiry. After the returned goods are received, inspected, and verified by our team, we will initiate a formal refund process. All eligible refunds will be completed within 5 to 10 working days. In the after-sales process, we always maintain fair and rigorous review standards, do not unreasonably reject valid user applications, and do not delay the refund process without reason, ensuring that every user can obtain standardized and efficient after-sales protection.
User Feedback and Service Optimization
We attach great importance to every user’s shopping experience and service feedback. Users can put forward product suggestions, service optimization opinions, and platform experience feedback through the official Contact Us channel. We will regularly sort out, summarize, and analyze all user feedback, take effective user suggestions as the important basis for platform service upgrade and product optimization, and continuously revise and improve service details, so as to provide users with a better shopping environment and service experience.
Service Specification Explanation
All services provided by our website are implemented in accordance with the published policy terms and service specifications. We reserve the right to adjust and optimize service processes and service details according to business development and market operation needs. All adjusted service rules will take effect after being displayed on the website. Continued use of the website and platform services by users means recognition and acceptance of the latest service specifications. If any user violates platform rules and affects the normal service order, we reserve the right to terminate the service support for the corresponding abnormal order.

 

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