Customer Service Policy

Customer service teams are authorized to resolve inquiries covering order status tracking, product ingredient verification, packaging damage reporting, payment anomaly reconciliation and policy clarification. For product usage adverse reaction reports, the team will require supporting evidence including unedited product packaging photos, skin reaction imaging and order number within 48 hours of customer notification, and will coordinate with quality inspection teams to issue formal resolution feedback within 72 working hours.
All service records including chat logs, email correspondences and ticket attachments are retained on encrypted servers for a minimum of 180 days for dispute reconciliation purposes. Customers may submit a formal request to obtain their personal service records by verifying their order payment information and registered user identity.
Our customer service team provides dedicated after-sales docking for beauty-specific issues exclusive to skincare and cosmetic products, including batch ingredient consistency verification, opened product odor and texture anomaly judgment, cross-border cosmetic customs detention consultation, and gift accessory missing claims. All cosmetic-related special inquiries are prioritized over general order inquiries, with guaranteed feedback within 48 working hours instead of the standard 24-hour window to account for cross-border batch data checking delays.
For guest checkout users without registered accounts, customer service will only process inquiries with valid order numbers and matching payment billing addresses. Guest users cannot modify order recipient information through customer service requests, and all information adjustments require account registration and identity verification. We do not offer telephone customer service support for global users; all voice-related inquiries will be redirected to written email tickets to eliminate cross-border call noise and record incomplete risks.
Customer service staff have no authority to issue unilateral refunds, discount credits or shipping waivers without formal approval from the after-sales audit department. Any verbal commitments made by individual service representatives outside official written ticket replies are deemed invalid and not binding on our platform. Customers must retain written ticket records as the only valid evidence for subsequent order disputes.
The platform strictly prohibits customer service collusion with users for fraudulent returns, fake damage claims and repeated free product applications. Internal irregular service requests will trigger staff performance audits and permanent permission revocation. Meanwhile, users who induce customer service to bypass official policy processes will have their after-sales privileges restricted, including extended review time for future refund and return applications.