Customer Service Policy

This Customer Service Policy establishes the service standards, communication channels, scope of support, response guidelines, customer rights and our responsibilities for all customer support interactions between users and our website support team. This Customer Service Policy applies to all visitors, registered users, buyers and potential customers who contact our support team for help with website browsing, product information, order placement, payment, shipping, customs, return, refund, product usage, policy interpretation and other related matters. By contacting our customer service team, customers agree to abide by this Customer Service Policy, together with all other legal documents published on our website including Terms of Use, Terms of Purchase, Shipping Policy, Refund Policy and Privacy Policy. We reserve the right to revise and update this Customer Service Policy at any time. Revised policy terms will take effect immediately after publication on our website, and all customer service communications after publication will follow the updated policy. Customers should review this policy before submitting support requests.

The official and only designated channel for all customer service inquiries is the Contact page built on our website. All questions, order inquiries, shipping tracking requests, return applications, refund disputes, product consultation, policy questions, complaint submissions and other support matters must be submitted through this Contact page. We create formal support tickets for every message received from the Contact page. Each ticket gets a unique identification number for tracking, record keeping and follow-up. This ticket system ensures that all customer messages are properly recorded, assigned to support agents, tracked to resolution and stored for future reference. Messages sent through other unofficial channels such as social media private messages will not be recognized as official support requests, and we cannot guarantee response or processing for messages received outside the Contact page. Customers need to provide accurate and complete information when submitting support tickets, including valid email address, order number if applicable, full name and clear description of the issue. Providing complete information helps our support team understand the problem quickly and speed up resolution. Incomplete information will lead to longer processing time and back-and-forth message exchange.

Our customer service team handles a wide scope of support topics. Support agents can answer questions about product ingredients, product function, usage method, product suitability, product size and specifications, product packaging, product stock status, order placing guidance, payment method issues, checkout errors, order modification requests, order cancellation requests, shipping processing status, tracking number inquiries, customs related questions, delivery delay investigation, return eligibility check, return authorization issuance, refund status inquiry, refund timeline, policy explanation, website function troubleshooting, newsletter subscription and unsubscription, privacy data requests, complaint handling and other issues related to website shopping experience. Our support team can provide factual information about our products and service rules, but our agents cannot provide professional medical diagnosis, medical advice, skin disease treatment advice or personalized medical recommendation. All product descriptions on our website are for cosmetic and grooming use only. Customers with skin conditions, allergies or medical concerns should consult a healthcare professional before using grooming products.

We set standard response time guidelines for customer support tickets. Our support team will make reasonable efforts to reply to customer messages within a standard response window. The response window is a target and not a legally binding guarantee. During high-volume periods including big sales promotions, holiday shopping season, unexpected order surges and staffing adjustments, response time may be longer than normal. We prioritize tickets according to the severity of the issue. Urgent matters such as lost package, damaged goods and payment failure will receive priority attention. General product consultation and policy questions will be handled in the normal queue. All replies will be sent to the email address submitted by customers in the Contact form. Customers should check inbox and spam folder regularly for reply emails from our support team.

When customers submit support requests, they must maintain polite and respectful communication. Threatening language, abusive words, harassment, offensive remarks, repeated spam messages and unreasonable excessive demands are not acceptable. We reserve the right to suspend reply and terminate support service for customers who use hostile and abusive language in support messages. We also reserve the right to limit support ticket submission for users who repeatedly send identical unfounded complaints or submit a large number of meaningless tickets that consume support resources. All customer service communications will be saved as support ticket records for quality control, training, dispute resolution and internal audit purposes. These support records are protected under our Privacy Policy.

Our customer service agents are authorized to provide information, guide customers through procedures, open return requests, investigate shipment issues and escalate complex cases to senior team members. However, frontline support agents have limited authority to override official website policies. Agents cannot make special exceptions to Shipping Policy, Refund Policy, Terms of Purchase or Terms of Use, promise special refunds outside policy rules, waive stated policy requirements, or guarantee outcomes that conflict with the official published website terms. Any special commitment made by a support agent is only valid if the commitment is recorded in writing within the support ticket. Verbal informal promises outside the ticket system are not binding.

All complaints submitted through our Contact page will be carefully reviewed by our team. When customers file complaints, they need to state the facts clearly and provide relevant supporting evidence such as order number, photos, tracking screenshots and transaction records. After receiving the complaint, our team will conduct investigation and respond to customers with the result of the investigation and proposed resolution plan. We aim to resolve customer complaints fairly according to our published policies and applicable laws. If customers are not satisfied with the initial resolution result, they can request escalation of the ticket to the senior customer service team for secondary review.

Customer service support is available to assist users in English language only. All support tickets and messages need to be written in English. Messages written in other languages cannot be processed by our support team, and we cannot guarantee reply for non-English inquiries. All orders and transactions on our website are settled in United States Dollars. Our support team can only provide information related to USD pricing, refund amount in USD, and cannot handle currency conversion disputes caused by third-party banks and payment providers.

We collect customer information submitted in support tickets only for the purpose of handling the customer’s request, providing follow-up service and maintaining service records. The personal data contained in support messages will be processed following our Privacy Policy. We will not share customer support ticket content with unrelated third parties except our authorized service partners who help operate the support ticket system.

If customers want to close a support ticket or stop communication for a resolved issue, they can inform our agent in the reply message. Tickets will be automatically closed after a period of inactivity when the issue is resolved. Customers can reopen the ticket within a reasonable time if new related information appears after closure.

Any questions about this Customer Service Policy can be submitted via our Contact page. We may update this policy at any time, and continued use of our customer service channel after updates means customers accept the revised policy.