Service Commitment
We adhere to the customer-first service principle, and provide professional, efficient and friendly full-cycle services for all users. Relying on professional dermatological skincare knowledge, we provide accurate product consultation, order after-sales and problem-solving services for global customers, especially U.S. users.
Service Scope
Our customer service team provides the following full-range services:
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Product Consultation: Answer questions about product ingredients, efficacy, applicable skin types, use methods, and skincare matching routines;
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Order Service: Support order inquiry, order modification, order cancellation, logistics tracking and abnormal order processing;
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Promotion & Discount Service: Explain sitewide discount rules, free shipping policies, and preferential activity details;
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After-Sales Service: Handle return, refund, reshipment, product quality problems and product adaptation consultation;
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User Feedback: Collect user suggestions on products and website experience, and follow up optimization feedback.
Service Hours
Our online customer service is available during U.S. working hours. We will reply to all user consultation messages and emails within 24 hours to ensure timely problem solving.
Service Standards
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Professional: All customer service employees are trained in skincare product knowledge and service specifications to provide accurate professional answers;
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Efficient: Respond to user messages quickly, solve order and after-sales problems within the specified time limit;
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Friendly: Adopt patient and polite service attitude, respect every user’s consultation and needs;
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Fair: Treat all global users equally, and provide consistent high-quality service for every customer.
Complaint & Feedback Channel
If you are dissatisfied with our products or services, you can submit feedback through our official email or online customer service channel. We will verify and reply within 24 hours, and properly handle your complaints and suggestions.
Service Update
We will continuously optimize customer service processes and service content according to user needs and market changes, and strive to provide every user with a comfortable and reassuring shopping experience.
