Customer Service Policy

Service Overview

We are committed to providing professional, efficient, and customer-oriented shopping support for all users. This Customer Service Policy covers all service standards regarding order consultation, product inquiry, logistics support, after-sales assistance, and problem resolution. Our team adheres to fair, transparent, and friendly service principles to ensure a reliable and pleasant shopping experience for every global customer.

Consultation & Support Channels

All customer inquiries related to products, order statuses, shipping arrangements, return and refund procedures, policy explanations, and other service issues can be submitted through the official contact channels displayed on our Contact page. We provide unified online customer support for all platform users to resolve questions and problems in a timely manner.

Product Consultation Service

Our customer service team provides detailed product consultation support, including ingredient information, fragrance characteristics, product usage methods, product specifications, sustainability features, and packaging details. We assist customers in understanding product attributes and matching suitable products according to personal usage needs, ensuring every purchase is informed and satisfactory.

Order Processing Support

We provide full-process order support services, including order confirmation, payment verification, shipment inquiry, logistics tracking, and delivery exception handling. All valid orders will be processed and dispatched within standard processing cycles. We actively follow up on abnormal order situations such as delayed logistics, package exceptions, and delivery discrepancies to provide effective solutions.

Shipping Service Standard

We offer free worldwide shipping for all products on the website. All customs duties, import taxes, and related clearance fees incurred during international transportation are fully undertaken by our platform. Customers will not bear any additional hidden charges. The global delivery transit period follows the unified standard cycle, and minor fluctuations caused by international logistics and customs factors are normal.

After-Sales Service Regulation

We support standardized after-sales return and refund services. Eligible products can apply for return services within the valid return period. After returned items are received and inspected, qualified refund applications will be processed within the standard refund cycle. All refund settlements are based on the unified USD currency standard of the platform.

Problem & Complaint Handling

We attach great importance to every customer’s feedback and complaints. For problems such as product quality issues, delivery errors, and service abnormalities, customers can submit feedback through official contact channels. Our team will verify the situation as soon as possible and provide targeted solutions including replacement, refund, or compensation in strict accordance with official platform policies.

Service Principles & Commitments

We maintain a respectful, patient, and professional service attitude for all customer communications. All service processing is based on public and transparent platform policies, ensuring consistent service standards for every global user. We continuously optimize service processes and respond to reasonable customer needs to upgrade overall shopping and service experience.

Policy Interpretation & Update

We reserve the right to adjust and update this Customer Service Policy according to business optimization and service standard upgrades. The latest policy content shall prevail after being published on the website. Continued use of website services represents recognition and acceptance of the updated service terms.

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