Customer Service Policy

This Customer Service Policy is formulated to standardize the website’s full-cycle customer service system, unify global service standards, clarify service scope and service boundaries, standardize user consultation processing, order problem solving, after-sales exception handling and complaint feedback procedures, and define the rights and obligations of both service providers and users. This policy applies to all service interaction behaviors between the website’s professional customer service team and all website visitors, registered users and paying customers, covering all service links including pre-sales product consultation, order progress inquiry, logistics abnormal processing, return and refund guidance, policy interpretation, account problem solving and user complaint and suggestion acceptance. All customer service work of the website is carried out in strict accordance with this policy, aiming to provide standardized, efficient, patient and professional one-stop service for every global user, and create a relaxed, reassuring and pleasant cross-border shopping experience.

The website stipulates that the only official and effective customer service channel is the built-in Contact page of the official website. All user service demands including pre-sales consultation, product parameter inquiry, order exception feedback, logistics delay inquiry, return and refund application, policy doubt resolution, service complaint and optimization suggestion must be submitted through the official Contact page. The website does not set up telephone customer service, real-time online pop-up chat, social media private message and other service channels. All service demands submitted through non-official channels cannot generate official service tickets, cannot be included in the platform’s official service processing system, and cannot be used as the basis for order processing, after-sales approval and dispute resolution. All user service processing results are subject to the feedback results of the official Contact page service ticket system.

The website implements standardized business day service mechanisms and unified response time standards for global user demands. The customer service team provides professional service response during standard business days all year round, excluding weekend rest days and official public holidays. After the user submits a service demand through the Contact page, the system will automatically generate an independent exclusive service ticket for each demand, record the user’s consultation content, order information, submission time and demand type in real time, and assign it to professional customer service agents for special docking processing. The website promises to complete the initial receipt and detailed reply of all valid service tickets within 2 business days, feed back the ticket processing progress and required supplementary information to users in a timely manner, and avoid long-term pending and unresponsive user demands.

In terms of service scope, the customer service team covers all pre-sales, in-sales and after-sales full-link service demands of users. In terms of pre-sales service, the team can answer users’ questions about product fabric, craftsmanship, size specification, design style, applicable scenario, wearing effect and product maintenance methods, provide professional matching suggestions according to users’ dressing preferences and usage needs, and interpret official preferential activities, discount rules and global free shipping tax-free policies for users. In terms of in-sales order service, the team can query real-time order processing status, verify payment validity, assist users in modifying receiving information before order delivery, handle eligible order cancellation applications, and solve system abnormal problems such as order duplicate payment and pending payment.

In terms of logistics service, the customer service team can provide real-time logistics tracking inquiry, assist users in checking abnormal transit status such as logistics stagnation and delay, initiate carrier investigation procedures for lost and undeliverable packages, and explain the platform’s global free shipping and full tax coverage service rules in detail. In terms of after-sales service, the team guides users to complete the whole process of 60-day return application, official authorization review, return packaging specification confirmation and 5-10 day refund progress inquiry, handles after-sales abnormal problems such as defective products, damaged goods, wrong delivery and missing goods, and solves user doubts about after-sales policies and dispute handling rules.

In terms of policy consultation service, the customer service team can accurately interpret all official platform policies including Shipping Policy, Refund Policy, Privacy Policy, Terms Of Purchase and Terms Of Use for users, eliminate users’ misunderstandings of platform rules, and ensure that users can clearly understand all shopping rights and interests and service guarantee terms. The customer service team strictly abides by the official policy system and service process specifications, and has no authority to arbitrarily modify policy rules, override system provisions, promise preferential treatment beyond the rules and privately handle user demands that do not meet the official specifications.

The website has formulated strict service attitude specifications and professional service assessment standards for all customer service agents, requiring all staff to treat every user consultation with patience, politeness, rigor and professionalism, actively respond to user doubts, take the initiative to track demand processing progress, and maintain a respectful and standardized service attitude in the whole communication process. At the same time, the website also requires all users to abide by civilized communication norms when using official customer service channels. Users are prohibited from using abusive, insulting, threatening, discriminatory and harassing language to attack service staff, prohibited from maliciously submitting a large number of invalid service tickets to disturb normal service order, and prohibited from repeatedly harassing customer service staff for unreasonable demands.

In order to fully protect users’ service rights and interests, the website has established a standardized service escalation and re-review mechanism. If users are not satisfied with the reply results and processing schemes of front-line customer service agents, they can submit escalation applications through the original official service ticket. The senior customer service review team will conduct a full re-review of the user’s problem, order background data and communication records, and issue the final official processing result. The final result of the senior review is the final conclusion of the platform for the corresponding problem, and no repeated appeal will be accepted without new valid and objective evidence.

The website attaches great importance to user real feedback and experience optimization. All user suggestions, praise comments and negative feedback recorded through the official Contact page will be uniformly sorted, summarized and fed back to the product design, operation management, logistics management and service optimization teams. The website will continuously optimize product craftsmanship and design, upgrade logistics delivery efficiency, simplify after-sales processing procedures and improve service quality according to user real feedback, and iteratively upgrade the overall shopping experience of global users. The website will not restrict or punish users for legitimate and objective negative feedback, and fully respects users’ real shopping experience and evaluation rights.

All customer service communication records and service ticket data will be retained in the platform system in accordance with privacy protection policies and legal compliance requirements, which are used for service quality assessment, staff professional training, dispute evidence retention and service process optimization. All user consultation data is protected by strict privacy encryption mechanisms, and will not be leaked, traded or used for unauthorized commercial purposes. Users can inquire about their historical service record information through official channels.

This Customer Service Policy will be dynamically adjusted and optimized according to business development, service team upgrading and user experience iteration. The updated policy content will be displayed on the official website page in real time. Users’ continued use of the website’s official customer service channels will be deemed as acceptance of the updated policy terms. All user service demands and rights protection behaviors must be completed through the official Contact page to ensure the validity, standardization and traceability of service processing.