Customer Service Policy

We are committed to providing all customers with professional, efficient, and thoughtful service throughout your shopping journey. This Customer Service Policy outlines our service commitments, consultation channels, and solutions for common issues, ensuring you enjoy a smooth and worry-free experience when purchasing our skincare and body care products.

1. Service Mission & Commitment

Our core service tenet is "Customer First, Quality Assurance". We strive to:
  • Provide accurate and detailed product information to help you make informed purchasing decisions.
  • Process your orders efficiently, ensuring dispatch within 1-3 business days as outlined in our Shipping Policy.
  • Respond to your inquiries and requests in a timely manner, and properly handle after-sales issues such as returns and refunds in accordance with our Refund Policy.
  • Protect your personal information and transaction security in strict compliance with our Privacy Policy.

2. Consultation Channels & Response Time

The primary way to contact our customer service team is via the dedicated form on the Contact Us page. Please fill in your valid contact information, order number (if applicable), and detailed description of your inquiry, and we will respond to you within a reasonable timeframe:
  • For general inquiries (product information, shipping policy, payment issues), we will reply within 24-48 business hours.
  • For after-sales issues (returns, refunds, defective products), we will review your request and provide a solution within 48-72 business hours after receiving all necessary information (such as order details, product photos).
Please ensure the information you provide is accurate and complete to avoid delays in processing your request.

3. Common Service Scenarios & Solutions

3.1 Order-Related Issues

  • Order Modification/Cancellation: If you need to modify or cancel your order (e.g., change shipping address, adjust product quantity), please contact us immediately via the Contact Us form. We can only process modification or cancellation requests if your order has not been dispatched. Once the order is dispatched, we will be unable to make changes, and you may refer to our Refund Policy for return processing after receiving the goods.
  • Order Tracking: After your order is dispatched, we will send a shipping confirmation email with a tracking number to the email address you provided. If you do not receive the tracking information or cannot track the order status, please contact us with your order number for assistance.
  • Delayed Delivery: If your order does not arrive within the estimated 6-12 business days (excluding customs clearance delays in specific regions), please contact us. We will work with our shipping partners to investigate the delivery status and provide you with an update and corresponding solution.

3.2 Payment-Related Issues

  • Payment Failure: If you encounter payment failure, please first check whether your payment method is valid, the balance is sufficient, or whether there are restrictions on the payment channel. If the problem persists, please contact us with relevant payment screenshots, and we will assist you in verifying the transaction status. All payments on our website are processed in USD, and any currency conversion issues should be confirmed with your payment provider.
  • Duplicate Payment: If you accidentally make duplicate payments for the same order, please contact us with your order number and payment records. We will verify the transaction information and process a refund for the duplicate amount within 5-10 business days after confirmation, in accordance with our Refund Policy.

3.3 After-Sales Service (Returns & Refunds)

For issues such as unsatisfactory products, defective items, or incorrect deliveries, please refer to our Refund Policy for detailed return and refund requirements. To initiate after-sales service, please contact us via the Contact Us form first to obtain a return authorization (RA) number. Returns without a valid RA number may be delayed or rejected. We offer free return shipping for eligible returns, and refunds will be processed within 5-10 business days after we confirm the returned items meet the eligibility requirements.

3.4 Product Information Inquiries

If you have questions about product ingredients, usage methods, applicable skin types, or fragrances (such as Santal & Vetiver), please contact us via the Contact Us form. Our customer service team will provide you with detailed and accurate product information based on official data.

4. Service Feedback & Improvement

We value your feedback on our customer service. If you are not satisfied with the handling of your inquiry or have suggestions for improving our services, please let us know via the Contact Us form. We will carefully review each feedback, continuously optimize our service processes, and enhance your shopping experience.

5. Additional Notes

Our customer service hours are based on standard business days (excluding weekends and public holidays). Inquiries submitted during non-business hours will be processed on the next business day. For issues caused by force majeure (such as natural disasters, public health events, or logistics disruptions), we will make every effort to minimize the impact on your shopping experience and keep you updated on the progress of the solution.