Customer Service Policy

We are committed to providing every customer with professional, timely, and thoughtful service. This Customer Service Policy outlines our service tenets, scope, response standards, and problem-solving procedures to ensure you enjoy a smooth and satisfying shopping experience from order placement to after-sales support.

1. Service Mission

Our core service tenet is "Customer-Centric, Integrity-First". We believe that high-quality customer service is as important as premium clean beauty products. We strive to listen to your needs, resolve your concerns efficiently, and build a trustworthy relationship with you through sincere and professional service.

2. Service Scope

Our customer service team provides comprehensive support for all aspects of your shopping experience, including but not limited to:
  • Order-related inquiries: Order confirmation, processing status, shipping tracking, delivery updates, and order modification/cancellation (where applicable).
  • Product information consultation: Ingredient details, usage guidelines, skin type suitability, product differences, and inventory status.
  • Return and refund assistance: Guiding the return application process, verifying refund progress, and addressing issues related to the 60-day return policy and 5-10 day refund processing cycle.
  • Payment and currency support: Answering questions about USD (United States Dollars) settlement, payment method troubleshooting, and transaction record verification.
  • Website usage guidance: Assisting with account operation, shopping cart management, and form submission on the website.
  • Feedback and suggestion handling: Collecting your opinions on products, services, and the website, and providing timely responses and improvement updates.

3. Contact Channel

The official and exclusive way to contact our customer service team is through the official form on the "Contact Us" page of the website. To ensure we can accurately locate and resolve your issue quickly, please provide the following information when submitting your inquiry:
  • Your full name and valid contact information (email address or phone number).
  • Order number (if the inquiry is related to a specific order).
  • Detailed description of your issue, including relevant product information (name, SKU if available) and screenshots (if applicable).

4. Response and Processing Time

We are committed to responding to your inquiries in a timely manner, and the specific time standards are as follows:
  • Response time: We will review your inquiry submitted via the contact form and send a confirmation response within 2-3 business days.
  • Problem resolution time: For general inquiries (e.g., product information, order status), we will resolve and reply completely within 3-5 business days. For complex issues (e.g., return refund disputes, payment failures), we will keep you updated on the progress every 3 business days until the issue is fully resolved.
Note: Response and processing times may be slightly extended during peak shopping periods (e.g., promotional events, holidays), but we will make every effort to minimize delays and inform you of the expected processing time in advance.

5. Problem Resolution Process

To ensure your issues are resolved efficiently and standardized, we follow the following process:
  1. Inquiry Receipt: We confirm receipt of your inquiry and record the key information within 2-3 business days.
  2. Information Verification: We verify relevant details (order records, product information, transaction data, etc.) to clarify the nature of the issue.
  3. Solution Formulation: Based on the verification results and relevant policies (Shipping Policy, Refund Policy, Privacy Policy), we formulate a reasonable solution.
  4. Communication and Execution: We contact you to inform you of the solution and execute it with your confirmation (e.g., initiating a refund, arranging re-delivery, providing product guidance).
  5. Follow-Up Confirmation: After the issue is resolved, we confirm with you whether you are satisfied with the result to ensure your needs are fully met.

6. Service Commitment

  • We treat every customer equally and respectfully, and will never use rude, perfunctory, or discriminatory language in the service process.
  • We strictly protect your personal information and transaction data in accordance with the Privacy Policy, and will not disclose it to any irrelevant third parties.
  • We will sincerely accept your feedback and suggestions, and continuously optimize our products, services, and website based on your opinions.
  • For issues caused by our mistakes (e.g., wrong delivery, product quality problems), we will take full responsibility and provide a satisfactory solution free of charge.

7. Additional Notes

For matters not covered in this policy, we will handle them in accordance with our other official policies (Shipping Policy, Refund Policy, Privacy Policy) and relevant norms to ensure your legitimate rights and interests are fully protected.

8. Contact Us

If you have any questions, concerns, or need assistance, please submit your inquiry through the official form on the "Contact Us" page. Our customer service team will do our best to serve you and respond to your needs in a timely manner.