Customer Service Policy

General Service Overview

We are committed to providing professional, efficient, and customer-oriented service for all global beauty product shoppers. This customer service policy aims to standardize our service procedures, clarify shopping rights and interests, and deliver a secure, transparent, and pleasant online shopping experience for every customer. All service rules are applicable to all orders and shopping behaviors on our official cosmetics and beauty website.

Global Shipping Service Rules

We provide free worldwide shipping for all orders without minimum order quantity requirements. All beauty and cosmetic products purchased on our site are eligible for this zero-freight service, covering most countries and regions across the globe. Orders will be processed and shipped within 1–3 business days after successful payment confirmation. We offer real-time order tracking information, allowing customers to monitor the transportation status of their packages at any time. We are not responsible for delivery delays or customs clearance adjustments caused by regional policy changes, force majeure factors, or local logistics exceptions.

Order Processing & Modification Service

Once an order is placed, our system will automatically confirm and sort the order information. Customers can apply for order information modification, including address adjustment and product specification verification, within 24 hours of order placement. After the order enters the shipping preparation stage, no further modification requests will be accepted. We strictly check product integrity, packaging quality, and order matching before shipment to ensure customers receive complete and intact cosmetic products. We reserve the right to cancel abnormal orders with repeated malicious submissions or invalid payment information.

Return & Exchange Policy

We support reasonable return and exchange applications for unused, unopened, and intact cosmetic products within 30 days of package delivery. All returned products must retain original packaging, complete accessories, and unblemished product appearance, suitable for secondary sales. Products with opened packaging, used traces, man-made damage, or expired shelf life due to personal storage will not be eligible for return or exchange. For quality problems such as defective products, wrong shipments, or missing items, we provide free replacement or full refund services, and bear the corresponding return logistics costs. We will complete the review and processing of valid return and exchange applications within 3–5 business days.

Refund Service Rules

All eligible refund applications will be reviewed strictly in accordance with service standards. After the review is passed, the refund will be returned through the original payment channel. The refund arrival time depends on the processing cycle of the payment platform, usually taking 3–7 business days. For orders enjoying full-site discount activities, the refund amount will be calculated according to the actual paid amount of the order. No additional handling fee or service fee will be charged for any valid refund application. We refuse malicious refund applications and repeated fraudulent refund behaviors, and will reserve the right to pursue legal liabilities if necessary.

Product Consultation & After-Sales Support

We provide 24/7 online customer consultation services, covering product ingredient inquiry, usage guidance, skin type adaptation suggestions, order problem solving, and after-sales issue processing. Our professional customer service team will respond to all customer messages and feedback within 24 hours, providing accurate, detailed, and targeted solutions. We regularly update product information and activity rules, and uniformly announce relevant adjustments through the official website to ensure all customers can obtain transparent and accurate shopping information.

Customer Rights Protection & Feedback Mechanism

We attach great importance to every customer’s shopping experience and legitimate rights and interests. Customers can submit service feedback, complaint suggestions, and optimization opinions through the official customer service channel. We will record, verify, and reply to all valid feedbacks in a timely manner, and continuously optimize product selection, logistics services, and after-sales systems based on customer suggestions. We adhere to fair and standardized service principles to ensure every global customer can enjoy consistent and high-quality shopping and after-sales service.

Policy Update & Interpretation Right

We reserve the right to update and revise this customer service policy in real time according to market changes, service upgrades, and industry specification adjustments. The updated policy will take effect immediately after being published on the official website. Continued use of our website and shopping services after the policy update is deemed as recognition and acceptance of the latest service rules. All service disputes will be interpreted and handled in accordance with the latest official policy standards.