Customer Service Policy

Policy Overview & Service Tenet

This Customer Service Policy is formulated to standardize the platform’s full-cycle customer service standards, unify service processes and service specifications, and ensure that all global users can obtain professional, efficient, standardized and warm service support in the whole process of pre-shopping consultation, in-shopping transaction and after-shales guarantee. This policy is applicable to all service scenarios of the platform’s clean beauty e-commerce retail business, covering product consultation, order problem handling, logistics service follow-up, after-sales return and refund, complaint and suggestion feedback and other all-round customer service contents.
We always adhere to the service tenet of customer-centric, professional and efficient, transparent and trustworthy, and take solving user problems, optimizing shopping experience and protecting user rights and interests as the core goal of customer service work. All customer service work follows the principles of standardization, fairness, efficiency and patience, providing consistent high-quality service for all global users without regional, hierarchical or differentiated service treatment. Through standardized service rules and perfect service system, we eliminate service uncertainty and irregular operation, and build a stable and reliable customer service system for global clean beauty shopping.

Pre-Sales Consultation Service Standards

The platform provides comprehensive and professional pre-sales consultation services for all users, covering product ingredient introduction, efficacy analysis, skin type adaptation, usage method, product size specification, inventory status, shopping preferential rules and other pre-shopping related consultation content. Our customer service team has received professional beauty product training, is familiar with all product formulas, characteristics and usage scenarios on the platform, and can provide users with accurate, detailed and professional consultation answers, helping users fully understand product information and make reasonable shopping choices.
In the pre-sales consultation process, the customer service team adheres to the principles of objective introduction, truthful explanation and non-misleading promotion, truthfully displaying product advantages and applicable scenarios, and honestly informing users of product limitations and adaptive crowds, without exaggerated publicity, false promotion and misleading guidance. For user questions about clean beauty formula standards, ingredient safety and product efficacy, the team will provide detailed professional explanations and popular science guidance, helping users establish correct clean beauty cognition and select suitable beauty products according to their personal skin conditions and beauty needs.
The pre-sales consultation service covers all stages before user order placement. Users can consult any shopping-related questions through official service channels. The customer service team will respond to user consultation in a timely manner, answer questions pertinently, and provide personalized shopping suggestions according to user needs, ensuring that users can fully understand product and platform service information before placing orders, and realize rational and satisfactory consumption.

In-Shopping Order Service Support

During the user order placement and payment process, the platform provides full-process order service support to solve various abnormal problems encountered by users in the transaction process in a timely manner. The service scope includes order information modification, order cancellation application guidance, payment abnormal problem solving, order inventory verification, order status query and other order-related service content. When users encounter problems such as wrong order information filling, unsuccessful payment, repeated payment and order status abnormality, they can contact customer service at any time, and we will provide targeted solutions.
For orders that have not been successfully paid, the customer service team can assist users in verifying inventory information, confirming order rules, and guiding users to complete standard payment operations. For paid and confirmed orders, the team can assist users in checking the order processing progress, confirming the shipment arrangement, and synchronizing the latest order dynamics in a timely manner. In view of the order problems caused by system abnormalities or operational errors, the customer service team will actively verify the problem, coordinate the internal operation team to solve it quickly, and ensure the normal progress of user orders.
In the whole in-shopping service process, we maintain real-time service response, track the order problem solving progress throughout the whole process, and feed back the processing result to users in a timely manner. All order service operations are carried out in accordance with unified platform rules, ensuring that all users can obtain fair and efficient order problem solving services.

Logistics & Delivery After-Sales Service

The platform provides professional logistics after-sales service for all user orders, covering logistics tracking consultation, abnormal logistics problem handling, delivery problem solving and other service content. Users can consult the real-time logistics status, transportation progress and expected delivery time of orders through customer service channels at any time. For logistics problems such as delayed transportation, stuck logistics information and abnormal distribution, the customer service team will actively dock with the logistics supplier, verify the abnormal reasons, and take the initiative to promote problem solving.
For problems such as package loss, damage and missing accessories during logistics transportation, the customer service team will follow up the whole process of problem verification, solution confirmation and result implementation, and provide users with optional solutions such as re-delivery, refund and compensation according to the actual situation. For delivery problems such as wrong delivery address and unsuccessful delivery caused by objective factors, the team will assist users in coordinating secondary delivery or order processing to ensure the maximum protection of user legitimate rights and interests.
We standardize the processing time limit of all logistics after-sales problems, ensure that all user feedback logistics problems are responded to and processed in the shortest time, avoid long-term pending problems, and provide users with stable and reliable logistics after-sales guarantee.

Return & Refund After-Sales Service Standards

In combination with the platform’s 60-day free return and 5-10 working days refund rules, we have formulated standardized return and refund after-sales service processes to provide users with one-stop after-sales solution support. The customer service team is responsible for guiding users to complete return application, return process operation, refund progress query and abnormal refund problem solving. For users who do not understand the return rules and operation steps, the team will provide detailed step-by-step guidance to ensure that users can smoothly complete the return and refund operation.
For return and refund applications submitted by users, the customer service team will assist the review team in completing the qualification verification in a timely manner, synchronize the review progress and results to users, and inform users of the return logistics precautions and product packaging standards. After the user returns the goods, the team will track the return logistics status in real time, confirm the receipt of returned goods, and promote the rapid launch of refund processing. For refund delay, abnormal fund arrival and other problems, the team will verify the reasons in a timely manner, coordinate the processing of abnormal problems, and ensure the normal arrival of user refund funds.
In the whole return and refund service process, we adhere to the user-friendly service principle, properly handle all user after-sales demands in accordance with platform rules, balance the legitimate rights and interests of users and the platform, and ensure that the after-sales service is standardized, fair and efficient.

User Complaint & Suggestion Processing Mechanism

The platform has established a perfect user complaint and suggestion processing mechanism, opening up permanent official feedback channels for all users. Users can put forward complaints, opinions and improvement suggestions on product quality, service attitude, processing efficiency, platform operation and other aspects through official service channels. We attach great importance to every user’s feedback, and all complaint and suggestion information will be recorded, sorted, verified and fed back in a standardized manner.
For user complaints, the customer service team will launch a special verification process within the shortest time, confirm the problem facts, formulate targeted solutions, and complete the problem handling and result feedback within the specified time limit. For reasonable improvement suggestions put forward by users, the team will sort them out and feed them back to the platform operation and optimization team, as an important reference basis for platform service upgrading, product optimization and process improvement.
All user feedback information will be kept in special records, and the platform will regularly summarize and analyze user feedback problems, optimize service loopholes and operational deficiencies, and continuously improve the overall service level and user shopping experience. We always maintain an open and inclusive attitude, actively accept user supervision and suggestions, and grow and progress together with users.

Service Specification & Prohibition Rules

All customer service personnel of the platform strictly abide by unified service specification standards, adhere to polite communication, professional response, patient explanation and active service in all service links, and prohibit bad service behaviors such as perfunctory response, cold attitude, delayed processing, arbitrary rejection of user demands and misleading users. All service operations are carried out in accordance with platform rules, and service personnel are prohibited from arbitrarily promising ultra-standard services, privately changing service rules and violating platform service specifications to handle user problems.
The platform implements a strict service assessment mechanism, regularly assessing the service response speed, problem solving efficiency, user satisfaction and service standard compliance of customer service personnel, and rectifying and standardizing non-compliant service behaviors in a timely manner. Through standardized service management and strict assessment supervision, we ensure that every user can obtain high-quality, standardized and satisfactory customer service experience.