Customer Service Policy

We are dedicated to delivering exceptional, hassle-free customer service for every shopper. Your satisfaction is our top priority, and our team is here to support you through every step of your shopping journey, from pre-purchase questions to post-delivery after-sales support. This policy outlines our service commitments, response guidelines, and support scope to ensure you have a clear, reliable experience with our team.

1. Service Response Timeframe


Our customer service team operates during standard business days, excluding weekends and official public holidays.

  • We aim to respond to all inquiries, support tickets, and messages within 24 business hours of receipt.
  • For complex issues that require additional investigation (such as lost package tracing, product defect verification), we will send an interim update within 24 business hours, and keep you informed of progress until the issue is fully resolved.

2. Full Scope of Customer Support


Our team provides end-to-end support for all shopping-related matters, including but not limited to:

  • Pre-Purchase Support: Product specifications, material details, size guidance, and policy clarifications
  • Order Management: Order status checks, payment confirmation, shipping address modifications, and order cancellation requests
  • Shipping & Delivery Support: Tracking number assistance, delivery delay inquiries, lost/misdirected package resolution, and missing item investigations
  • After-Sales & Returns Support: Return request processing, refund status updates, product damage/defect claims, and return process guidance
  • Feedback & Complaints: Formal complaint handling, service improvement feedback, and issue escalation management

3. Order Modification & Cancellation Guidelines


All orders are processed and shipped within 1-3 business days of successful payment confirmation.

  • If you need to modify your shipping address, product selection, or cancel your order, please contact us as soon as possible before your order is dispatched.
  • We cannot guarantee modifications or cancellations for orders that have already been processed, packed, or shipped. Once an order is in transit, we are unable to adjust the delivery address or recall the package.

4. Shipping & Delivery Service Commitments


We stand behind our free worldwide shipping guarantee for all orders, with no minimum purchase required. Our team provides the following support for delivery-related matters:

  • We assist with real-time order tracking updates, and will proactively notify you of any confirmed delivery disruptions.
  • For confirmed lost packages, misdeliveries, missing items, or shipping errors caused by our team, we will arrange a full reshipment of your order or issue a full refund at your preference, at no additional cost to you.
  • For delivery delays beyond the standard 6-12 calendar day estimated timeframe, our team will coordinate with the carrier to trace the package and provide a timely resolution.

5. After-Sales & Returns Service Standards


We strictly adhere to our 60-day return policy, with clear service commitments for all after-sales requests:

  • Our team will guide you through the full return process, from request submission to return approval, with clear instructions provided within 2 business days of your request.
  • For eligible returned items received and inspected by our team, we will process your refund within 5-10 business days. All refunds are issued exclusively in United States Dollars (USD), directly back to your original payment method.
  • For returns related to product defects, shipping errors, or items damaged upon delivery, we will cover all associated return shipping costs.

6. Issue Escalation & Complaint Resolution


If you are not satisfied with the initial resolution of your inquiry, you may request to have your issue escalated to our senior support team.

  • Our senior team will review your escalated case within 2 business days of the request being submitted.
  • We will provide a final, comprehensive resolution for all escalated complaints within 3 business days of the review being completed.
  • We take all customer feedback seriously, and use your input to continuously improve our products, services, and shopping experience.

7. Customer Responsibilities


To ensure we can assist you quickly and effectively, we ask that you:

  • Provide complete, accurate information when contacting our team, including your order number, a clear description of your inquiry, and relevant photos or documentation for product/delivery issues.
  • Provide a full, accurate shipping address at checkout. We are not liable for lost, misdelivered, or returned packages due to incorrect or incomplete address information provided by the customer.
  • Submit return requests and after-sales inquiries within the eligible 60-day window from the date of order delivery.

8. Policy Updates


We reserve the right to update or modify this Customer Service Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed about our service terms.

If you need to contact our customer service team, please use the official contact channel available on our website. Thank you for your trust and support.