Customer Service Policy

1. Policy Overview

This Customer Service Policy is formulated to standardize the platform’s customer service standards, clarify the service rules and rights and interests protection mechanisms for all users, and ensure that every user can obtain professional, efficient, fair and transparent service experience during the whole process of browsing, purchasing and after-sales of products on our platform. This policy applies to all users who access, browse and purchase products through our official website. By using our platform services, all users shall be deemed to have fully read, understood and accepted all the terms of this Customer Service Policy. We are committed to providing standardized, humanized and high-quality customer services for global users, and protecting the legitimate shopping rights and interests of every consumer in an all-round way.

2. Service Scope

Our customer service covers the whole cycle of user shopping, including pre-sales consultation, order processing service, logistics distribution service, after-sales return and refund service, product use consultation and daily platform service consultation. In the pre-sales stage, users can consult customer service staff about product details, fragrance characteristics, applicable scenarios, product specifications and other related content to help users make accurate purchase decisions. In the order processing stage, our team will complete order review, confirmation and shipment in strict accordance with the standardized process to ensure the normal progress of each order. In the logistics stage, we provide logistics status inquiry and abnormal problem handling services to solve various logistics-related doubts for users. In the after-sales stage, we provide standardized return, exchange and refund services, and solve all after-sales problems encountered by users during shopping. In addition, we also provide long-term product use guidance and platform rule consultation services to meet users’ daily service demands.

3. Consultation Channel

In order to facilitate global users to obtain service support efficiently, we set up a special and unified customer service consultation entrance. All user consultation, feedback, suggestion and complaint services are uniformly processed through the Contact Us page on our official website. Users can enter the dedicated service channel through the fixed entrance of the platform page at any time to submit service demands. We have arranged professional customer service teams to be responsible for sorting out, replying and handling user messages, ensuring that all user demands can be effectively received and professionally responded to. We recommend users to use the official designated channel for consultation and feedback, so as to ensure the authenticity, effectiveness and traceability of service information, and avoid being misled by unofficial channels.

4. Order Service Standards

We implement standardized and efficient order processing rules for all global orders. After the user successfully places an order and completes the payment, our official team will conduct a comprehensive review of the order information, including product information, recipient information, payment information and other content to ensure the accuracy of the order. After the order review is passed, we will complete the shipment arrangement within 1 to 3 working days. After the order is shipped, we will push the logistics tracking information in a timely manner for users to check the transportation status in real time. The overall delivery cycle of all orders is stable, and users can receive the purchased products within 6 to 12 days after shipment. In the whole order processing process, we will strictly abide by the service standards, avoid order omission, delayed shipment and abnormal processing problems, and ensure that every order can be processed efficiently and delivered stably.

5. Logistics and Tariff Service Commitment

We provide free global shipping services for all products on the platform, and all shipping fees are borne independently by the platform. In the whole cross-border transportation process, all tariff fees and other official expenses incurred by the goods are fully borne by our platform. Users do not need to pay any additional fees, including but not limited to freight, tariffs, handling fees and other hidden costs. We always adhere to the transparent pricing principle, all product prices displayed on the page are the final payment prices for users, with no subsequent additional charges, realizing one-stop worry-free shopping for global users.

6. After-sales Service Standards

In order to fully protect the shopping experience and legitimate rights and interests of users, we have formulated a humanized after-sales service system. All products purchased on the platform support a 60-day return service. Users who need to return goods can submit a return application through the official channel within the valid return period in accordance with the platform rules. All returned products must keep the original packaging intact, unused, undamaged and complete accessories to meet the return verification standards. After we receive and verify the returned products to be compliant, we will start the refund process immediately. The whole refund processing cycle is 5 to 10 working days, and the full refund will be returned to the user’s original payment account. We strictly implement the after-sales service rules, ensure that all compliant return applications can be processed efficiently, and protect the legitimate rights and interests of every user.

7. Service Principles

We always adhere to the user-centric service principle, take sincerity, professionalism, efficiency and transparency as the core service criteria, and provide equal and high-quality services for all global users regardless of region, order amount and user identity. In the process of service reception and problem handling, we maintain a patient and rigorous attitude, actively respond to user doubts, carefully handle user feedback, and efficiently solve user problems. We respect every user’s legitimate demands and suggestions, and continuously optimize the service process and service quality according to user feedback, so as to bring users a more comfortable and reassuring shopping service experience.

8. Service Upgrade and Optimization

We will continuously optimize and upgrade the customer service system according to the actual operation situation and user demand changes. Including optimizing the order processing efficiency, improving the logistics tracking service, simplifying the after-sales application process, enriching the pre-sales consultation content, etc. At the same time, we will regularly sort out user feedback and suggestions, continuously make up for service deficiencies, improve service details, and strive to build a more professional, efficient and humanized customer service system, so that every user can enjoy high-quality service protection in the whole shopping process.