Customer Service Policy


Service System Overview

This Customer Service Policy standardizes the full-link customer service standards and service processes of our professional beauty e-commerce platform, covering pre-sales consultation, in-sales guidance, logistics query, after-sales processing, complaint feedback, and suggestion optimization. This policy applies to all customer service scenarios and all global platform users, aiming to provide unified, standardized, efficient, and humanized full-cycle shopping services, eliminate service differences and experience gaps, and ensure that every user can obtain professional, patient, and accurate service responses during the whole shopping process.
We have built a comprehensive full-link customer service system suitable for global cross-border beauty retail business, with a professionally trained service team that has in-depth understanding of beauty product knowledge, platform preferential rules, logistics service specifications, and after-sales policy standards. All service personnel have received standardized e-commerce service etiquette training and professional beauty product training, with professional service capabilities and good service literacy, able to accurately respond to various user demands and solve all shopping-related problems for users.

Pre-Sales Consulting Service Standards

We provide comprehensive and detailed pre-sales consulting services for all users, covering product professional consultation, shopping selection guidance, preferential policy interpretation, and beauty trend sharing. Users can consult customer service teams about product ingredient attributes, skin type applicability, product efficacy characteristics, color number matching skills, product usage methods, and daily beauty matching schemes. Our service team will provide targeted professional answers according to different user needs, helping users accurately select beauty products suitable for personal skin conditions and aesthetic preferences.
In terms of preferential policy consultation, customer service will accurately interpret the platform’s core advantages of full-site 70% off discount and global free shipping, answer users’ questions about discount superposition rules, order pricing standards, and threshold-free preferential benefits, helping users fully understand platform preferential mechanisms and maximize shopping cost performance. We also provide seasonal beauty trend consultation and product matching suggestions, combining current popular beauty elements to provide users with personalized shopping reference programs.
All pre-sales consulting services adhere to the principles of objectivity, professionalism, and patience, avoiding exaggerated product publicity and misleading guidance. We truthfully introduce product characteristics and service rules, helping users make rational shopping decisions and effectively avoid invalid purchases and inappropriate product selection.

In-Sales Operation Guidance Service

During the user order placement and payment process, we provide one-to-one real-time operation guidance services to solve various operational problems encountered by users in the shopping process. For account registration, personal information modification, product search and screening, order addition and modification, and shopping cart management problems, customer service will provide detailed step-by-step operation guidance to ensure that users can smoothly complete all shopping link operations.
In terms of payment and settlement services, our team will answer users’ questions about unified USD settlement standards, order amount calculation rules, and payment channel usage specifications. We clarify all order pricing details and settlement rules for users, ensuring transparent order information and no hidden consumption costs. For payment failure, order submission abnormality, and system page error problems, we will timely verify the cause of the problem and provide efficient solutions to ensure the smooth completion of user transactions.

Logistics Query and Exception Service

We provide full-process logistics consulting and exception handling services for user orders. Users can consult the official customer service team about order shipment progress, warehouse processing status, real-time logistics transportation dynamics, and estimated arrival time. Our team will accurately interpret the platform’s unified 1-3 working days shipment rule and 6-12 working days global delivery cycle, helping users grasp the order logistics rhythm in real time.
For logistics abnormalities such as package transportation delay, transit stagnation, signing exception, and package loss suspicion, we will actively track the logistics status, verify abnormal reasons, and feed back the latest progress to users in a timely manner. We assist users in completing logistics problem confirmation and subsequent after-sales processing, effectively solving various logistics troubles encountered by users in cross-border shopping and ensuring the smooth delivery of user orders.

After-Sales Problem Handling Service

We provide professional and efficient full after-sales process services around the platform’s 60-day free return and 5-10 working days refund mechanism. Customer service will guide users to complete return application submission, return specification confirmation, return logistics arrangement, and refund progress query step by step, simplifying the after-sales operation process and reducing user operation costs.
For after-sales problems such as product quality defects, packaging damage, product leakage, wrong delivery, and missing accessories, we will quickly verify the problem authenticity and responsibility attribution, and formulate targeted solutions including re-delivery, product replacement, full refund, and partial refund according to policy standards. We adhere to the efficient processing principle for after-sales problems, avoid delayed processing and perfunctory response, and fully protect users’ legitimate consumption rights and interests.

User Complaint and Suggestion Service

We have established an open and unobstructed user feedback mechanism to actively accept users’ complaints, opinions, and optimization suggestions on platform products, logistics services, customer service quality, website experience, and preferential activities. All user feedback will be recorded in real time, classified and sorted out by professional personnel, and verified and optimized in a targeted manner.
For user valid complaints about service problems, we will complete problem rectification and user feedback within the specified time, and optimize corresponding service links to avoid repeated problems. For user reasonable optimization suggestions, we will take them as an important reference basis for platform iteration and service upgrading, continuously enrich product categories, optimize website experience, and improve service quality. Every user’s voice is an important driving force for our continuous growth and improvement.

Service Attitude and Efficiency Standards

All customer service personnel always adhere to the service tenet of professionalism, patience, efficiency, and sincerity, maintaining polite, standardized, and respectful service attitudes in all service links. We strictly prohibit perfunctory replies, prevarication processing, cold service, and professional misguidance, and require all service demands to be responded to and processed in a timely manner. We continuously optimize the customer service process, improve the professional quality and response efficiency of the service team, and strive to provide every global user with high-quality, worry-free, and satisfying one-stop beauty shopping services.