Customer Service Policy

Service Tenet & Basic Service Standard
We adhere to the service tenet of sincerity, professionalism, efficiency and equality, and are committed to providing every global customer with standardized, transparent and humanized shopping service experience. All customer service work of the website is based on the principle of equal dialogue and sincere communication, maintaining a neither humble nor arrogant service attitude, respecting every user’s consumption choice and service demand, and refusing excessive flattery and perfunctory coping service behaviors. Our customer service team has received professional standardized training, proficiently masters all website product information, preferential policies, logistics rules and after-sales regulations, and can accurately and efficiently answer all kinds of consultation and service demands of users. All service processes are open and transparent, all preferential rules and after-sales policies are uniformly implemented for all global customers, without differentiated service standards, hidden service thresholds and personalized discriminatory treatment, ensuring that every user can enjoy fair and high-quality service experience.
Pre-Sales Consultation Service Content & Efficiency Standard
In the pre-sales stage, we provide comprehensive consulting services covering product details, size parameters, design features, material craftsmanship, preferential activities, free shipping rules, order placement process and other related content. Users can consult the customer service team at any time for any questions before placing an order. Our customer service personnel will respond to user consultation demands in the fastest time, accurately answer user questions, and provide professional purchasing suggestions according to user usage scenarios and demand preferences. For the seasonal preferential activities carried out on the website, the customer service team will take the initiative to explain the activity rules, discount intensity and applicable scope for users, so that users can fully understand the preferential content and make rational purchasing decisions. We ensure that all pre-sales consulting answers are true, accurate and detailed, without false publicity, exaggerated effect description and misleading guidance, and fully protect users’ right to know before consumption.
In-Sales Service & Order Guarantee Management
During the user’s order placement and payment process, our customer service team can provide users with order guidance, payment problem solving, address modification, order information confirmation and other supporting services. For order abnormal problems such as payment failure, order information error and order duplicate submission, we will help users solve and adjust them efficiently to ensure the smooth completion of user orders. We strictly implement the website’s unified preferential policies and free shipping benefits, and all orders automatically enjoy full-site discount benefits and global free shipping services. The customer service team will not arbitrarily modify user order information, change preferential rules or increase any service restrictions. For user orders that have been successfully paid, we will track the order processing and logistics delivery progress in real time, and take the initiative to feed back key progress information to users when necessary, so that users can grasp the order dynamics in real time and enjoy a worry-free shopping process.
After-Sales Service & Problem Handling Mechanism
We have a complete standardized after-sales service system to solve all post-order problems for users, including product quality consultation, logistics problem handling, return and refund application, order dispute coordination and other after-sales demands. In response to user after-sales feedback, we will respond quickly, verify the problem content in the first time, and formulate a targeted solution according to the website’s official policies. For product quality problems, logistics damage and transportation loss problems, we will bear the corresponding service responsibility, and provide users with free replacement, re-delivery or full refund services in accordance with the policy standards. For user consultation and demands that conform to the official regulations, we will never shirk responsibility or delay processing. We respect every user’s after-sales demand, adhere to fair and reasonable problem handling standards, properly coordinate and solve all shopping disputes, and ensure that every user’s legitimate rights and interests are fully protected. At the same time, we will actively collect user feedback and suggestions, continuously optimize products and service processes, and improve the overall shopping experience of users.

Â