Customer Service Policy

We place customer satisfaction at the core of all our operations. This Customer Service Policy is established to standardize our service procedures, clarify service standards, and provide reliable, professional, and consistent support for all users and customers who browse and purchase on our website. This policy covers order consultation, pre-sales support, logistics service instructions, after-sales problem handling, and customer communication rules, aiming to create a transparent, reassuring, and high-quality shopping experience for every global customer. All services provided by our customer service team strictly follow the principles of fairness, professionalism, efficiency, and customer priority.
General Service Principles
We adhere to a customer-oriented service philosophy and strive to solve all customer inquiries and order-related problems in a timely and effective manner. Our professional customer service team is trained to provide standardized, polite, and accurate responses for pre-sales consultation, product matching, order guidance, logistics inquiry, after-sales application, and problem dispute handling. We maintain an open and respectful communication attitude for every consultation, respect the reasonable demands and shopping experience of each customer, and try our best to optimize every detail of the shopping and service process.
Pre-Sales Consultation Service
We provide comprehensive pre-sales support to help customers make accurate and suitable purchase decisions. Customers can consult about product features, style differences, wearing effects, product usage methods, material characteristics, and applicable scenarios of magnetic lashes and press-on nails. Our team will provide detailed product introductions, professional beauty matching suggestions, and purchasing guidance according to customer needs. We also support inquiries about store activity rules, preferential policies, shipping benefits, and service privileges, ensuring that every customer can fully understand product information and store service rules before placing an order.
Order & Logistics Service Support
Our customer service team provides full-cycle order support from order placement to successful delivery. We support order confirmation, order detail modification, order status inquiry, and logistics tracking assistance. For all orders on our site, we provide standard processing and shipping arrangements, with full free worldwide shipping services and complete tariff coverage. Customers can consult our team about shipping processing progress, standard delivery cycle, logistics delay reasons, and delivery precautions at any time. We will actively check order logistics status, follow up abnormal shipment problems, and provide timely feedback and solutions to ensure smooth order delivery.
After-Sales Service Standards
We provide standardized and humanized after-sales services for all purchased products. Customers can apply for return and refund services for eligible products in accordance with our after-sales policy. Our customer service team will guide customers to complete return application, material submission, problem verification, and progress inquiry. We strictly follow the official after-sales processing cycle to review and handle return and refund applications. For product quality problems, transportation damage, wrong item delivery, and other abnormal order situations, we will actively verify the situation and provide reasonable solutions including return, exchange, or refund according to actual conditions, effectively protecting the legitimate shopping rights and interests of customers.
Service Response & Communication Channel
All customer service consultations and problem applications are uniformly received and processed through the official contact page on our website. We recommend customers use the official designated channel to communicate and feedback problems to ensure that information is accurately recorded, effectively followed up, and formally processed. Our team will process customer feedback in the fastest and most professional way, maintain efficient communication throughout the process, and synchronize problem handling progress and final processing results in a timely manner. We maintain standardized service etiquette in all communications and refuse perfunctory replies and delayed processing.
Service Explanation & Limitation
Our customer service team is responsible for solving product consultation, order processing, logistics distribution, after-sales return and refund, and common shopping experience problems. We do not provide professional medical guidance, cosmetic medical effect commitment, and other non-business related services. For order delays or abnormal problems caused by force majeure factors such as international logistics adjustment, customs routine inspection, policy changes, and extreme weather, our team will actively assist in inquiry and coordination, but cannot guarantee absolute elimination of objective delays. We will always maintain a positive service attitude and try our best to reduce customer shopping troubles.
Customer Feedback & Service Optimization
We welcome all customers’ reasonable feedback, service suggestions, and experience evaluations. Every customer’s voice is an important reference for our service upgrade and optimization. We will regularly summarize customer consultation and feedback content, continuously optimize pre-sales service details, streamline after-sales processing procedures, improve logistics follow-up efficiency, and upgrade overall service quality. We are committed to building a more professional, efficient, and intimate customer service system to bring a better shopping experience for every global beauty customer.