Customer Service Policy

Service Tenet and Basic Standard
Our customer service policy takes user satisfaction as the core evaluation standard, adheres to the service tenet of sincerity, professionalism, efficiency and patience, and provides all-round pre-sales, in-sales and after-sales service support for all global users. All customer service staff have received professional cross-border e-commerce service training, familiar with product information, logistics rules, preferential policies and after-sales regulations of the platform, and can accurately answer all kinds of consultation questions of users. We maintain a equal and respectful service attitude for every user, refuse perfunctory service and differential service, and ensure that all users can obtain consistent high-quality customer service experience.
Pre-sales Consultation Service Content
In the pre-sales service link, we provide users with comprehensive product consultation, preferential rule interpretation, logistics problem consultation and shopping guide services. Users can consult customer service staff about product ingredient information, use methods, applicable skin types, product efficacy and other detailed content. Customer service will provide professional and accurate answer guidance according to product official parameters and actual use feedback. At the same time, customer service will explain the platform's full-site discount activities and global free shipping rules in detail for users, help users understand the platform's preferential policies accurately, and provide reasonable shopping suggestions according to users' beauty needs, so that users can choose suitable products more accurately.
In-sales Order Service Guarantee
During the order generation and payment process, our customer service team provides real-time order problem solving services. For user problems such as order payment failure, order information error, address modification and order combination adjustment, customer service will respond and solve them in the first time to ensure the smooth completion of user orders. After the order is successfully paid, customer service can assist users in checking order processing progress, warehouse shipment status and logistics preliminary arrangement, so that users can grasp the order dynamics in real time. We optimize the whole order service process, reduce user operation obstacles, and make the whole shopping process simple and smooth.
After-sales Problem Handling Service
In the after-sales service link, we provide comprehensive problem solving services such as order logistics inquiry, product use consultation, return and refund guidance, order exception handling. For the logistics problems such as delayed transportation and abnormal tracking, customer service will actively track the logistics status, communicate with the logistics party, and feed back the latest progress to users in a timely manner. For the product use problems encountered by users, customer service will provide detailed use guidance and problem solution methods. For users who need to apply for return and refund, customer service will guide users to complete the application process step by step, explain the return rules and refund cycle in detail, and assist users in completing the after-sales operation efficiently.
Service Response and Processing Efficiency
We adhere to the efficient service response mechanism, and all user consultation messages and service applications will be responded to and processed in the shortest time. For conventional consultation problems, we will complete the reply and solution within the working cycle; for emergency order problems and after-sales exceptions, we will prioritize processing to minimize the impact on user shopping experience. All service processing processes are standardized and transparent, and users can clearly understand the problem processing progress and expected completion time. We strictly prohibit delayed response, perfunctory processing and prevarication of user problems, and take service efficiency as the basic service assessment standard.
User Feedback and Complaint Handling Mechanism
We attach great importance to user shopping feedback and service evaluation, and take user suggestions and opinions as the important basis for platform service optimization. Users can put forward service feedback, product suggestions and service complaints through the platform's official service channel. Our special feedback processing team will sort out and verify all user opinions, and reply and handle them professionally. For reasonable user suggestions, we will actively adopt and optimize platform products and service processes; for user service complaints, we will verify the problem truthfully, solve the problem for users in place, and make improvement rectification, so as to continuously optimize the overall shopping service level of the platform.