Customer Service Policy

Overview

Our customer service team is committed to providing thoughtful, efficient support for every shopper browsing and purchasing our clean skincare and hybrid makeup products. This policy outlines unified service standards, support scope and after-sales rules, working in tandem with our shipping and refund policies to fully protect your shopping rights. All service arrangements are designed to deliver a smooth, worry-free shopping experience for all customers.

Support Service Scope

Our support team handles all types of inquiries related to products, orders, logistics, returns and refunds. You can reach out to us to learn about ingredient details, suitable skin types, product usage methods, order processing status, real-time shipping tracking, 60-day return requirements and USD refund progress. We offer clear, objective product introductions without exaggerated marketing descriptions to help you select suitable beauty items.

Response Standard

Our customer service team works on regular business days, excluding weekends and official holidays. All customer messages will be reviewed and replied within 24 hours after receipt. Brief delays may appear during large shopping seasons due to surging consultation volume, and we will prioritize pending inquiries and send complete detailed replies as soon as possible.

Order Processing Support

If you submit questions about order placement, payment verification or order modification, our team will assist you to check relevant details timely. Orders will be packed and shipped within 1 to 3 business days after payment confirmation, with an estimated delivery time of 6 to 12 business days after dispatch. We provide full explanations of our all-inclusive free shipping service without hidden delivery surcharges. You can apply for order information adjustments before your goods enter the packaging and shipping process. Once parcels are dispatched, address and product replacement requests cannot be fulfilled due to fixed logistics packaging procedures.

Return & Refund After-Sales Support

Our service staff will guide you through every step of the 60-day return process, clarifying standards for intact product packaging, warehouse inspection rules and refund processing cycles. After returned goods pass inspection, refunds will be issued in unified USD currency within 5 to 10 business days. If you encounter abnormal refund delays, our team will actively follow up with payment channels to speed up resolution. For defective, damaged or incorrectly delivered items, you can contact support within the valid 60-day return period and provide clear photos of goods and packaging for inspection confirmation, and we will arrange refunds following official policy rules.

Package Damage Support

When you receive packages with broken outer packaging, leaking makeup or damaged skincare products, contact our customer service team promptly within the valid return window. We will explain complete return operation steps and coordinate follow-up processing in accordance with our refund policy, without extra complicated procedures for qualified return applications.

Marketing Subscription Management

If you no longer wish to receive product promotion updates, our customer service team can process your unsubscribe requests at any time. After confirmation, we will stop sending all marketing messages, while normal order shipping and logistics notification emails will remain unaffected.

Service Restrictions

Our customer service cannot handle requests beyond the scope of published policies. We cannot approve return applications submitted beyond the 60-day valid period, cover shipping fees for returned goods, or speed up delivery schedules controlled by third-party logistics carriers. Any requests inconsistent with our shipping and refund policies will be explained with clear policy basis by our staff.

Policy Update

We reserve the right to revise this customer service policy for business optimization and standardized service management. The latest policy version will be permanently displayed on this page. Your continued browsing and shopping on our website means you fully accept all updated service terms.