Customer Service Policy

We are committed to providing professional, friendly, and transparent customer service for all skincare shoppers. This Customer Service Policy outlines our service standards, support scope, and communication principles to ensure a reliable and pleasant shopping experience for every customer. We adhere to honest service concepts, respect every user’s shopping experience, and provide effective solutions for all pre-sale and after-sale inquiries.

Service Scope

Our customer service team provides full-cycle support covering pre-sale consultation, order assistance, logistics inquiry, product guidance, and after-sales processing. We offer professional answers regarding product ingredients, skincare effects, suitable skin types, usage methods, order issues, shipping arrangements, return and refund procedures, and policy-related questions. We strive to resolve all user concerns efficiently and accurately.

Contact Channel

All official customer service consultations, request submissions, and problem feedback must be completed through the dedicated channel on our Contact page. We do not accept offline or third-party platform private messages for official business processing. To ensure the security and validity of your orders and personal information, all official replies, confirmations, and service guidance will only be issued through our official contact channel.

Service Principles

We uphold inclusive, patient, and professional service standards for all customers. We provide objective and true product introductions, refuse exaggerated propaganda and misleading guidance, and always adhere to real and credible skincare information output. Every consultation and request will be treated equally and carefully, regardless of order amount or shopping frequency.
We respect every customer’s skin condition and aesthetic needs, and will not force product recommendation or induce consumption. Our team provides targeted skincare suggestions based on product attributes and general skincare knowledge, helping customers select suitable skincare products rationally.

Order & Logistics Support

Our customer service team provides full order tracking support, including order confirmation, processing status, shipment inquiry, and abnormal logistics feedback. For normal order arrangements such as global free shipping and official tariff coverage, we provide clear rule interpretation and problem handling support. If you encounter logistics delays, clearance problems, or order information errors, you can submit feedback through the official contact channel for professional handling.

After-Sales Service Support

We provide standardized after-sales service in strict accordance with our official Return & Refund Policy. Our team guides customers to complete return application, process review, progress inquiry, and refund follow-up. We strictly implement official after-sales rules, maintain fair and reasonable after-sales judgment standards, and fully protect customers’ legitimate shopping rights.

Service Response Standard

We arrange professional customer service personnel to process user feedback and consultation requests continuously. All valid messages will be reviewed and replied to as soon as possible to ensure efficient problem solving. We maintain a rigorous service attitude for every user request, ensuring standardized processing and clear feedback of results.

Prohibited Behaviors & Service Limits

Our customer service only provides shopping service and product consultation related to official website products. We do not provide professional medical diagnosis, skin disease treatment, or personalized medical skincare prescription services. All skincare suggestions are for daily maintenance reference only and cannot replace professional medical advice.
We refuse any malicious harassment, abusive speech, unreasonable excessive demands, and malicious repeated submissions of invalid requests. We reserve the right to terminate service support for users who violate public order and good customs or disrupt normal service order.

Policy Updates

We reserve the right to update and adjust this Customer Service Policy according to business development and service optimization needs. The latest policy content will be displayed on the official website. Continued use of our website and services means you fully agree and accept the latest policy terms.