Customer Service Policy

Service Tenet & Working Scope
We adhere to the service tenet of customer first, integrity and efficiency, and provide full-cycle intimate customer service for all users shopping on the official website. Our customer service covers all links before, during and after shopping, including product consultation, order guidance, logistics inquiry, after-sales problem handling, refund and return consultation, product suggestion collection and other service contents. We are committed to solving all shopping doubts and problems for customers in the fastest and most professional way, optimizing the whole shopping experience, and ensuring that every customer can enjoy standardized, efficient and warm service support during the shopping process.
Service Response & Processing Efficiency
Our customer service team maintains long-term online service support to respond to users’ various consultation and problem feedback in a timely manner. For conventional product consultation, order inquiry and simple service questions, we will complete professional reply and solution guidance within 24 hours. For complex problems involving after-sales refund, logistics exception, product quality disputes, we will complete problem sorting, verification and scheme formulation within 1-3 working days, and feed back the final processing result to customers in a timely manner. All customer service problems will be recorded and tracked in real time until the problem is completely solved, and there will be no perfunctory reply or delayed processing.
Common Problem Handling Standards
In view of the common problems in the shopping process, we have formulated standardized unified processing rules. For product size and style consultation, customer service will provide users with detailed product parameter introduction, size comparison table and wearing suggestion guidance to help users complete accurate selection. For order error, missing goods and wrong goods problems, we will verify the order information for the first time, and provide free re-delivery, supplementary delivery or refund services according to customer’s needs. For product quality problems, we will provide free return, exchange and refund services in accordance with the refund policy, and bear the relevant after-sales service costs. For logistics delay and package abnormality, we will track the logistics status in real time and solve the problem for customers efficiently.
Service Supervision & Suggestion Feedback
We accept all customers’ supervision and feedback on our products and services. Customers can put forward valuable suggestions on product quality, service process, website function and other aspects through the customer service channel. We will collect and sort out all user suggestions regularly, and optimize and upgrade products and services in a targeted manner. For customer service problems and service dissatisfaction feedback, we will arrange special personnel to verify and handle them, rectify the service problems in a timely manner, and continuously improve the customer service system. We always take user satisfaction as the core evaluation standard of service work, and strive to build a more professional, efficient and intimate customer service system.