CUSTOMER SERVICE POLICY
Our customer service team is committed to providing professional, efficient, friendly and standardized consulting and after-sales support services for all global users, covering all links including pre-order consultation, order processing, logistics inquiry, product matching, after-sales application and problem handling. All customer service work is carried out in accordance with unified standardized processes to ensure that every user’s demand and problem can be responded to and solved in a timely and effective manner.
For pre-sales consultation services, our team supports users to consult all product-related information, including product size parameters, material composition, design details, style matching, applicable seasons and crowd adaptation. We also provide professional purchasing suggestions according to users’ dressing needs and preference habits, helping users quickly select suitable trendy clothes, shoes, pants, outerwear and socks products. Meanwhile, users can consult platform rules including shipping policies, return and refund rules, payment standards and service scope at any time.
In terms of order service, our customer service team will track the whole process of user orders, including order confirmation, inventory verification, delivery arrangement and logistics update. For all successfully placed orders, we will complete internal delivery arrangement within 1 to 3 working days as stipulated. If users encounter order information errors, address modification demands, order query confusion or abnormal order status during the ordering process, our customer service team will provide one-to-one targeted handling services to solve order problems efficiently.
For logistics and distribution services, our customer team supports global logistics inquiry and abnormal logistics handling. The unified delivery cycle of all orders is 6 to 12 working days, covering all global regions without distinction of domestic and overseas areas. Users can consult logistics progress, delivery time estimation and logistics status explanation through customer service channels. For logistics delay, logistics information update lag and other abnormal situations, our team will verify the situation in real time and feed back the processing progress to users in a timely manner.
In terms of after-sales service, we provide standardized return and refund consulting and processing services for users. We support a 60-day return period for all eligible products, and the refund processing cycle is 5 to 10 working days after the return application is approved and the goods are received and verified. Our customer service team will guide users to complete return application, material submission, goods return and refund follow-up step by step, and answer all after-sales rule questions for users.
All platform transactions are settled in unified USD currency, and our customer service team can answer users’ consultation on currency settlement, payment amount, fee standard and other related issues. In addition, we accept users’ feedback, suggestions and complaints about products, services, logistics and platform experience, and will verify and reply to all valid feedback within the specified time, continuously optimizing product quality and service experience according to user demands.
Our customer service adheres to the principles of fairness, professionalism, patience and efficiency, treats every user’s demand equally, strictly abides by all platform service policies, and ensures that all service operations are standardized, transparent and reasonable, bringing a reassuring and comfortable shopping experience for every global user.