Customer Service Policy

1. Customer Service Service Scope

Our professional customer service team provides full-cycle shopping support services for all platform users, covering pre-sales consultation, in-sales problem solving and after-sales rights protection processing. Pre-sales services include product parameter consultation, style matching inquiry, order placement guidance, logistics problem consultation and preferential policy explanation. In-sales services solve user problems such as order modification, address adjustment and payment abnormality. After-sales services cover return and refund consultation, order logistics abnormality handling, product quality problem feedback, complaint suggestion processing and other content. We are committed to solving all shopping-related problems for users in an all-round way and creating a worry-free shopping experience.

2. Service Response Efficiency Standard

We adhere to efficient and intimate customer service principles and provide long-term online service support. For all user consultation messages and problem feedback, our customer service team will complete priority screening and response within the specified time. For conventional consultation problems, we will give clear and detailed reply solutions in the shortest time; for complex problems involving order verification, logistics investigation and after-sales review, we will actively track the progress, regularly feedback the processing status to users, and ensure that every user problem has a response, every appeal has a result, and no legitimate user demand is ignored.

3. User Complaint and Suggestion Mechanism

We attach great importance to every user’s shopping experience and feedback opinions. Users can put forward service complaints, product optimization suggestions and platform improvement opinions through the official customer service channel at any time. We have a special complaint handling team to conduct independent verification and processing of all user feedback, and formulate targeted improvement plans for effective suggestions. For user complaints involving service errors and rights and interests damage, we will verify the facts impartially, correct problems in a timely manner, and give reasonable solutions and compensation guarantees according to the actual situation, continuously optimize platform services based on user feedback.

4. Service Principles and Commitments

All customer service work adheres to the principles of fairness, transparency, patience and professionalism, treats every user equally, and provides standardized and consistent service quality for all global customers. We prohibit perfunctory replies, prevarication processing and differential service behaviors, and strictly standardize the service attitude and processing process of customer service staff. We always take user satisfaction as the core evaluation standard of service work, constantly train and optimize the professional quality of the customer service team, improve problem-solving efficiency and service level, and strive to provide every user with professional, efficient and warm one-stop shopping service guarantee.