Customer Service Policy

Official Customer Service Policy

This unified customer service policy applies to all orders, purchases, after-sales behaviors and service interactions generated on this official website. The policy is formulated in accordance with cross-border consumer protection standards and local e-commerce service norms, implementing equal service standards for all global customers without regional discrimination, preferential differentiation or hidden rule restrictions. All terms are transparent, enforceable and consistent in execution, covering order logistics, payment settlement, global shipping tariff rules, return refund rules, customer communication channels, service liability scope and user rights protection specifications. All customers who complete payment and order confirmation on the website shall automatically recognize and abide by the complete content of this customer service policy.

1. Order Processing & Shipment Service Rules

Our team follows standardized order processing procedures to ensure stable and orderly order arrangement for every customer. After the customer completes payment successfully and the system verifies payment validity, our warehouse team will conduct order sorting, product inspection, packaging and outbound preparation work. All confirmed orders will be arranged for shipment within 1 to 3 working days. We will not delay shipment without valid reasons, and will prioritize processing orders purchased by users with long-term skin care needs and family bulk purchase demands.
All packaged goods will be delivered via stable dedicated cross-border logistics lines with complete logistics tracking functions. Customers can check the real-time logistics transit status, customs clearance progress and delivery progress of their orders through the order background page of the official website. The overall cross-border transportation cycle from warehouse outbound to door-to-door delivery ranges from 6 to 12 days. The delivery cycle is affected by regional logistics distribution efficiency and conventional customs clearance rhythm, and is within the preset service cycle scope stipulated by the platform.
For order modification and address adjustment demands: Customers can apply for recipient information modification before the order is outbound. Once the order completes warehouse shipment and enters logistics transit, recipient address, contact information and delivery mode cannot be modified arbitrarily, to avoid package loss, delivery failure and extra logistics cost consumption.

2. Global Shipping & Full Cost Undertaking Rules

The website implements permanent global free shipping service for all listed commodities, with no order amount threshold, no category restriction and no regional restriction. No matter the purchase quantity, product type or customer delivery region, every valid order enjoys free shipping service exclusively provided by the platform.
We independently bear all cross-border incidental costs arising from order circulation, including international logistics freight, official customs declaration fees, import tariffs, customs inspection fees, cross-border handling fees and all other hidden service fees generated in the whole delivery link. Customers only need to pay the final checkout amount displayed on the website order page, and will not bear any additional fees, surcharges, tariff supplements or handling fees in any link of declaration, customs clearance, transit and final delivery. All tariff risk and logistics cost risk are borne entirely by the platform, which is a fixed service commitment that will not be adjusted arbitrarily.
In case of occasional customs temporary inspection requiring document cooperation, our professional logistics team will provide all declaration documents and complete customs clearance docking independently, without customer participation or customer cost advance payment, to ensure smooth delivery of packages to the designated delivery address.

3. Unified Payment & Currency Settlement Specification

The official website adopts unified currency settlement rules for all consumption behaviors. All product original prices, discounted transaction prices, order total amount, return deduction amount, refund amount and service-related fee calculation are uniformly denominated and settled in USD.
The platform does not support manual currency conversion settlement, does not bear exchange difference loss generated by third-party payment tools, and all order settlement data is subject to the USD amount displayed on the official order page. All discount activities, preferential price calculation and after-sales fund return are implemented in accordance with unified USD settlement standards, ensuring transparent and consistent fund settlement rules for global customers, avoiding confusing settlement standards and unclear fund records caused by multi-currency conversion.

4. Standard Return & Refund Service Policy

4.1 Valid Return Period

We provide a standardized 60-day return service window for all purchased products on the website. The valid return period is calculated from the date when the customer signs for and receives the package. Customers who meet the return conditions can initiate return application within the valid period, and the platform will accept eligible return applications normally. Return applications beyond the valid service window will not be approved for after-sales processing, to standardize inventory management and product secondary sales management.

4.2 Eligible Return Conditions

To pass warehouse inspection and complete subsequent refund smoothly, returned products need to meet unified return standards: product outer package is intact, original accessory labels are complete, products are unused, unopened, free of artificial damage, pollution, extrusion and deterioration, and the overall state will not affect official secondary sales. For skin care products that have been opened, partially used, artificially damaged or polluted by external environment, the platform has the right to reject return application.

4.3 Refund Processing Cycle & Rules

After the customer sends back the goods and the official warehouse receives, checks and verifies the returned products to confirm compliance with return standards, the finance team will complete formal refund review and fund release within 5 to 10 working days. The refund fund will be automatically returned to the original customer payment account. The refund amount is subject to the actual payment amount of the customer’s original order, with no arbitrary deduction of service fee, handling fee or logistics fee. Since the platform has borne all shipping and tariff costs in the early stage, no logistics cost refund will be generated in the return link.

4.4 Ineligible Return Scenarios

The following situations do not support return and refund services: products damaged by improper customer storage, products damaged by personal use operation, products purchased through unauthorized third-party channels, products without original official packaging, return applications submitted beyond the 60-day valid period, and deliberate malicious return behaviors violating e-commerce transaction rules.

5. Official Customer Communication & Consulting Channel Specification

This website sets only one official effective communication channel for all customer service demands. All types of consultation including product ingredient inquiry, skin adaptation guidance, order logistics inquiry, discount rule consultation, return application guidance, refund progress inquiry, service suggestion feedback and problem complaint must be submitted and communicated through the independent Contact Us page on the official website.
The platform does not authorize any third-party social account, private contact account or offline channel to provide customer service, after-sales approval and fund collection services. Customers shall only conduct official business docking via the Contact Us page to avoid fraudulent communication, private fund transfer and personal information leakage risks.
Our professional customer service team sorts and replies to customer messages in the order of receiving consultation content, provides targeted professional solutions, uniformly answers questions about logistics rules, tariff commitments, return thresholds and preferential activities, and ensures standardized, objective and consistent reply standards for the same type of service questions.

6. Product Service Quality Commitment

All skin care products sold on the website adopt professional barrier-repair formulas developed for dry skin, sensitive skin and eczema-prone skin, with stable product efficacy and unified production quality standards. All products exclude irritating ingredients that damage fragile skin, and complete professional skin safety tests before launching. We promise that the actual use effect of the product is consistent with the official page introduction, without false effect publicity, exaggerated efficacy description and misleading purchase guidance.
Compared with mainstream homogeneous skin care products in the industry, our products own equivalent skin repair and soothing effects, with more favorable retail pricing and long-term sitewide high discount benefits. We guarantee that product quality will not be reduced for cost control, and supply chain optimization is only used to optimize commodity pricing and improve customer shopping cost performance.

7. Customer Personal Information Protection Policy

We attach great importance to the protection of customer order information, delivery information, payment information and personal privacy data. All personal data submitted by customers during order placement and consultation will be stored in encrypted official system only, and will not be sold, leased, disclosed or transferred to irrelevant third-party institutions for commercial use. We only use customer information for order delivery, after-sales docking and official service reply, and strictly abide by global cross-border user privacy protection regulations.

8. Policy Revision & Right Explanation Clause

The website reserves the right to optimize and revise the content of the customer service policy according to cross-border trade policy adjustment and service iteration demands. Revised policy content will be updated synchronously on the official policy page, and the updated version shall prevail for subsequent orders. All service execution not covered by the clauses in this policy shall be negotiated and confirmed uniformly through the Contact Us page by both parties. The website has the final official interpretation right of all customer service related rules.