Customer Service Policy

Service Tenet & Basic Specification
This customer service policy is formulated to standardize the daily consultation, problem handling, after-sales docking and user maintenance services of the website, and provide unified, standardized, efficient and humanized service guarantee for all global users. Our customer service team adheres to the service tenet of equality, patience, professionalism and efficiency, takes solving user problems and optimizing shopping experience as the core goal, and provides all users with full-cycle shopping service support from pre-sale consultation, in-sale order guidance to after-sales problem handling. All customer service work follows the principles of transparency, standardization and fairness, with no differential service for users of different regions and different order amounts. We maintain a warm and equal service attitude, neither perfunctory and cold service, nor humble and excessive marketing, always maintain professional brand service temperament, and solve every user’s shopping problem wholeheartedly.
Pre-Sale & In-Sale Service Content
In the pre-sale stage, our customer service team can provide users with comprehensive product consultation services, including product size parameters, fabric material, wearing scenarios, style details, applicable seasons and product maintenance methods. At the same time, we will answer users’ questions about website preferential activities, full-site discount rules, global free shipping policies, order placement processes and payment methods, helping users fully understand product information and platform service rules before purchasing, and avoid shopping misunderstandings. In the order placement process, if users encounter problems such as abnormal order submission, payment failure, address filling error and order information modification, customer service personnel will provide real-time guidance and operation assistance to ensure the smooth completion of user orders. For users who have matching doubts about product size and style, we will provide professional purchasing suggestions according to user needs and body characteristics, helping users select the most suitable products and improve shopping satisfaction.
After-Sales Problem Handling Service
In the after-sales service link, we provide users with one-stop problem handling services including logistics inquiry, order tracking, product problem feedback, refund and return docking, complaint and suggestion processing. For users’ questions about order shipment progress, logistics transportation status and arrival time, customer service will check and reply in real time, and actively track abnormal logistics orders to solve transportation problems for users. For product quality problems, delivery errors, product damage and other after-sales situations encountered by users after receiving goods, we will verify the problem at the first time, and handle return, replacement and refund services in strict accordance with the refund policy and shipping policy. For user complaints and reasonable improvement suggestions, we will record and feed them back to the operation team in a timely manner, optimize product quality and service process pertinently, and continuously improve user shopping experience. All after-sales problems will be tracked and processed specially until the user’s problem is properly solved and the user’s legitimate rights and interests are fully guaranteed.
Service Efficiency & Supervision Mechanism
We have a professional full-time customer service team, which maintains efficient service response efficiency during working hours, and replies to user consultation and message feedback in the shortest time to avoid long-term waiting for users. All customer service personnel have received professional service training, proficient in product knowledge, platform rules and after-sales processing processes, and can accurately and professionally answer all kinds of user questions. We have established a perfect service supervision and evaluation mechanism, take user service satisfaction as an important assessment standard, standardize customer service language and service attitude, and eliminate perfunctory reply, rude service and delayed processing. We always focus on user experience, respect every user’s demand and suggestion, continuously optimize service details, improve service professional level and response efficiency, and provide reliable, professional and warm full-link service guarantee for every global user.