Customer Service Policy

This customer service policy standardizes the service scope, work norms, response standards and problem handling procedures of the platform's customer service team, and is committed to providing professional, efficient, friendly and standardized full-cycle service support for all global shopping users. The customer service team adheres to the core principles of user first, fair treatment, standardized process and efficient response, covering all service links before ordering, during transaction and after sales. All customer service personnel receive professional standardized training, familiar with product attributes, fragrance characteristics, order rules, logistics policies and after-sales regulations, ensuring that they can provide accurate professional answers and reasonable solutions to user demands. The platform treats all users equally regardless of regional differences, order amount and consumption frequency, and does not set differentiated service standards and priority consultation rights for any user group. All service communications maintain polite, patient and rigorous professional attitude, and reject perfunctory reply, ambiguous explanation and arbitrary refusal of reasonable user demands.

The customer service team provides comprehensive service support including product consultation, fragrance recommendation, ingredient attribute inquiry, size capacity explanation, order information modification, logistics progress query, parcel abnormal processing, return refund application, after-sales quality claim, preferential activity consultation and platform rule interpretation. For users' demands of matching personal suitable fragrance, daily body care selection and gift set recommendation, customer service will provide personalized reference suggestions based on product characteristics and user preferences. For abnormal order problems such as unpaid order failure, payment deduction without order generation, inventory shortage and order address error, the customer service team will track the whole process and coordinate technical and warehouse departments to solve the problem in a timely manner. For logistics problems such as parcel delay, tracking interruption, customs detention and delivery failure, customer service will communicate with logistics carriers to verify the situation and feed back the progress to users regularly. For after-sales problems such as product damage, wrong goods delivery and quality defects, customer service will follow the refund policy to guide users to complete the return and claim process efficiently.

The platform maintains stable online consultation service channels during normal service hours, and responds to conventional user consultation demands in the shortest time. For simple questions about product parameters, price discounts and logistics cycle, professional clear answers will be given immediately; for complex problems involving order exception, logistics abnormality and after-sales dispute, customer service will record the demand in detail, initiate internal linkage processing, and give clear progress feedback and final processing results within the working cycle. All problem handling follows standardized process specifications, with complete record of consultation content, demand details and processing results, to ensure traceability of service links. The customer service team will try their best to meet all reasonable demands of users within the scope of platform rules and policy provisions, and actively coordinate resources to optimize the shopping experience. For demands that violate platform regulations, cross-border trade norms and public order, customer service will give formal policy explanation and politely refuse without perfunctory delay.

The platform attaches great importance to user experience feedback, product improvement suggestions and service optimization opinions, and sets up special feedback channels to collect all valuable suggestions from users. Users can put forward opinions on product fragrance effect, packaging design, logistics speed, discount mechanism and service attitude through official consultation channels. All feedback content will be sorted out, analyzed and summarized by the customer service team, and fed back to the product selection, operation and logistics management departments as an important basis for platform business optimization and product iteration. The platform will not delete or ignore legitimate user feedback due to negative evaluation, and actively accepts user supervision and public opinion suggestions. For valuable optimization suggestions adopted by the platform, corresponding preferential rewards and exclusive benefits can be given to users as appropriate encouragement. Malicious malicious comments, abusive feedback and irrelevant spam suggestions will be automatically filtered and not included in the normal feedback processing scope.

The customer service team is not obliged to respond to and handle the following demands: illegal transaction demands that violate international trade regulations; malicious harassment, abusive speech and insulting communication content; unreasonable excessive demands beyond the scope of platform service commitments; repeated entanglement and endless appeal of rejected applications in accordance with policy rules. Users who are dissatisfied with the service attitude, processing result and response efficiency of customer service can submit formal complaints through designated official channels. The platform will set up a special complaint review team to conduct independent re-review of the complaint content, verify the service process and handling standards, and give a final complaint processing result and improvement feedback. The platform will continuously optimize the customer service process, improve the professional quality of service personnel, and adjust the service mechanism according to user complaints and feedback to reduce service disputes and improve overall user satisfaction.