Customer Service Policy


Official Global Customer Service & Shopping Service Policy

This unified customer service policy applies to all users who browse, purchase, apply for after-sales support and consult service-related content on this official website. The policy formulates standardized, transparent and user-oriented service rules covering order processing, global logistics delivery, cross-border expense liability, currency settlement, official communication channels, return and refund regulations, user privacy protection and service liability clauses. All rules take effect for all orders generated on the website without differentiated restrictions for user region, order amount or product category. We abide by open and fair service principles, undertake cross-border shopping risks independently, eliminate hidden consumption costs and complicated service thresholds, and deliver reassuring, efficient and standardized full-cycle customer service for every global skincare consumer. All service terms are consistent with the brand’s minimalist, user-first operation philosophy, matching the barrier-nourishing skincare positioning and global service layout of the official website.

1. General Service Principle

We adhere to three core service principles to standardize all customer service behaviors. First, full transparency principle: all service rules, charge standards, logistics rules, after-sales qualifications and audit standards are publicly displayed on official website pages, without hidden terms, verbal additional regulations or unilateral rule modification. Second, user benefit priority principle: all cross-border extra fees, customs risks, logistics loss risks and after-sales verification costs shall be borne solely by the platform, users shall not bear any additional expense beyond the displayed commodity price. Third, unified global standard principle: no regional differentiated service rules will be set for users in different countries and regions, all users enjoy equal shipping benefit, discount qualification, after-sales right and customer service response standard. The official website takes users’ shopping experience and legitimate consumption rights as the core assessment standard of daily customer service work, and optimizes service procedures continuously to simplify user operation steps.

2. Official Communication & Customer Contact Rules

To guarantee information security, consultation traceability and official reply validity, the website sets a dedicated exclusive communication entry for all service demands. All order inquiries, product ingredient consultations, logistics progress inquiries, pre-purchase skincare matching consultation, after-sales application consultation, rule appeal, service suggestion and complaint feedback must be submitted through the independent designated page on the official website. No third-party social platform, private contact channel or unofficial dialogue channel is authorized to handle official order business, verify order information or approve after-sales applications.
Our professional customer service team provides dedicated English business service for all submitted messages, following unified reply work standards to process user demands orderly. All consultation records, order feedback and after-sales dialogue contents will be reserved confidentially as official order vouchers, which can be used for subsequent order verification and appeal processing. Users shall provide authentic order-related information when submitting consultation demands to ensure efficient docking and problem solving; the platform will not ask users to provide irrelevant private identity information beyond order verification needs during communication.

3. Order Processing & Global Delivery Service Rules

3.1 Order Shipment Standard

Once the user completes order payment and the system confirms valid payment receipt, the platform will arrange order sorting, packaging and outbound shipment within unified fixed processing cycle. All skincare commodities adopt standardized protective packaging suitable for cross-border long-distance transportation, equipped with anti-extrusion, leak-proof and light-shielding packaging materials to avoid product damage, extrusion and deterioration during international transit. Orders will be delivered to designated global logistics warehouse after official outbound review, and enter international transit procedures uniformly.

3.2 Global Transit Delivery Cycle

Supported by stable cross-border global logistics network, all outbound orders have fixed and predictable overall transit duration from warehouse outbound to user parcel receipt. The whole logistics link is complete and traceable, users can check real-time logistics transit status through official order background page. Affected by objective uncontrollable factors including regional customs routine inspection, regional extreme weather and local logistics terminal scheduling, individual orders may have slight transit delay, and the customer service team will actively synchronize logistics update information for users in time.

3.3 Shipping Charge & Customs Expense Liability

The official website implements permanent site-wide free shipping policy for all commodities, with no minimum order amount threshold, no category limit and no user hierarchy limit. Any commodity added to checkout cart enjoys free global shipping qualification automatically. Meanwhile, the platform independently undertakes all cross-border expense items generated in the whole delivery process, including but not limited to import customs duties, customs declaration service fees, commodity inspection fees, cross-border handling fees and customs clearance supplementary fees. Users will never receive customs payment notice, freight supplementary payment notice or other extra expense notice from logistics carriers or official parties. The unit price displayed on all product pages is the final all-inclusive price that users need to pay, without any hidden extra cost.

4. Unified Currency Settlement Regulation

To unify global transaction standards, eliminate exchange rate fluctuation loss, avoid settlement difference confusion and standardize order financial management, the official website adopts single unified currency for all links including product price display, checkout payment, order deposit deduction, return refund and after-sales compensation settlement. All order fund flows are settled in unified USD currency standard. The platform will not modify settlement currency arbitrarily, will not charge extra exchange conversion handling fees, and will implement equivalent original amount refund in unified currency during after-sales refund procedures, protecting users’ fund settlement rights comprehensively.

5. Official Return & Refund Service Regulation

5.1 Valid Return Period

All commodities sold on the official website enjoy unified global after-sales return qualification. Users can initiate formal return application through official process within valid return period after signing for the parcel. The return period is calculated starting from the official parcel sign-off time recorded by logistics system, and applies to all unused, unopened, intact commodities with original outer packaging complete. The platform sets inclusive return threshold to reduce users’ trial risk of barrier skincare products, respecting users’ personal skin adaptation experience and subjective shopping experience choice.

5.2 Return Eligibility & Ineligible Situation

Commodities that meet the following conditions support official return application: intact original outer packaging, complete product accessories, unused product inner container, no artificial damage, no self-disassembly, no long-term placement leading to product deterioration, and comply with official return storage requirements. The following situations do not support return application: products used for a long time, products with damaged original packaging caused by user personal behavior, products contaminated by external substances, customized auxiliary skincare products, and commodities marked final sale on independent product pages.
Users shall follow official designated return address and return delivery requirements to send back eligible return goods privately. The platform does not bear the return freight generated by users’ active voluntary return behavior, which is the only expense users need to bear in the whole shopping and after-sales link.

5.3 Standard Refund Processing Rules

After the returned goods arrive at the platform designated after-sales warehouse, professional inspection staff will complete commodity integrity inspection and qualification verification in accordance with unified inspection standards. Once the return application is approved after inspection, the platform will launch original payment path refund processing within fixed unified refund cycle. The refund amount covers the full commodity payment amount paid by users, matching the actual payment amount of the order. The platform will not deduct packaging fees, audit fees, service fees or handling fees without official clauses. Refund arrival time depends on the processing rules of the user’s payment institution, and the platform will complete internal refund operation within the stipulated cycle as scheduled.

6. Website Preferential Activity Service Explanation

The official website launches long-term stable site-wide preferential discount activities for global users, all conventional skincare commodities participate in platform discount activities, with fixed maximum discount range for full-site goods. All discount rules are unified and public, the platform will not raise original commodity price artificially before preferential activities, will not set hidden usage restrictions for discount benefits, and will not limit after-sales rights of discounted commodities. Discounted orders enjoy the same free shipping, tariff-bearing, return and after-sales customer service rights as full-price orders equally. Users can check real-time discount rules on homepage announcement area and product detail pages, and consult customer service through official contact page for discount stacking rules.

7. User Information & Privacy Protection Policy

We regard user personal information and order data as core confidential information, and formulate complete website data protection mechanism in line with international cross-border e-commerce privacy standards. The user information collected by the website only includes order necessary information: payment verification information, logistics receiving information and official consultation contact information. We will not collect users’ irrelevant personal private information without authorization. All user data will not be sold, leased or shared with third-party commercial institutions for marketing purposes. Order data, consultation dialogue records and after-sales file records will be stored confidentially within authorized scope only for order service, after-sales appeal and service optimization use. Users have the right to inquire about their own information storage status and put forward information deletion application through official contact channel after order service is fully closed.

8. Service Exception & Liability Exemption Clause

The platform will not assume service liability for shopping abnormal problems caused by the following objective user-side factors: users fill in wrong receiving address, contact information and logistics receiving information leading to parcel loss, return failure or delivery delay; users take the initiative to abandon parcels without contacting official customer service for coordination; users fail to initiate return application within valid return period actively; users violate official return packaging and delivery requirements leading to product damage during return transit. Besides the above exemption situations, the platform will fulfill all service obligations stipulated in this policy, and actively coordinate to solve order and after-sales problems for users.

9. Policy Revision & Interpretation Right

This customer service policy is the latest unified execution standard of the official website. The website reserves the right to optimize and revise partial service clauses according to cross-border trade rules, logistics network upgrade and user service demand iteration. Revised policy contents will be updated synchronously on this page automatically, without separate notification for single user. All services are executed based on the latest published policy content. If users have doubts about any service clause, please submit clause consultation demand through the official contact page to obtain official standardized interpretation reply.
We commit to maintaining stable, friendly and complete customer service quality all the time, matching high-quality barrier-nourishing skincare products with worry-free cross-border shopping service, letting every global user enjoy affordable high-quality skincare, zero extra consumption cost and standardized reassuring after-sales protection in every shopping experience.