Customer Service Policy

Customer-Oriented Service Principles
Our customer service system is built entirely around the core principle of sincere, professional, and efficient customer service, aiming to provide every user with a reassuring, smooth, and satisfactory shopping and after-sales experience. We maintain a dedicated professional customer service team with systematic training in product knowledge, order processing, after-sales dispute resolution, and cross-border service standards, ensuring every consultation and feedback from customers receives accurate, patient, and targeted responses.
Our service scope covers the entire shopping process, including pre-purchase product consultation, hair type and product matching guidance, order placement guidance, payment problem solving, order status inquiry, logistics tracking consultation, product usage instruction guidance, after-sales problem feedback, defect handling, refund and return service support, and customized problem resolution. Whether you have simple product questions or complex order and after-sales disputes, our team will provide one-on-one professional service to solve your problems efficiently.
Standardized Problem Handling Workflow
We implement standardized and systematic problem handling mechanisms for all customer feedback and consultation content. All customer messages are recorded, classified, and assigned to professional service staff for targeted processing to ensure no customer demand is ignored or delayed. For daily consultation questions, we provide accurate and detailed replies within the official service processing cycle to eliminate customer doubts quickly.
For abnormal order issues including package missing, incorrect item delivery, product damage during transportation, logistics delay, defective product quality, and order non-delivery, our team will conduct rapid verification and investigation immediately after receiving customer feedback. After confirming the actual situation of the problem, we will provide targeted and reasonable solutions including official reshipment, partial or full refund, order compensation, and problem remediation according to specific scenarios, ensuring every customer’s legitimate loss is fully compensated and every problem is properly resolved.
Equal User Rights Protection Rules
We adhere to equal service standards for all customers worldwide, with no differential treatment based on customer region, order amount, purchase frequency, or user identity. All service policies, after-sales rules, and problem-solving standards are implemented uniformly for every user, ensuring fair and just service protection for everyone. We fully respect the legitimate rights and interests of every customer and actively protect user shopping safety and consumption rights in all service links.
While protecting customer rights, we also maintain standardized service order and prohibit malicious behaviors that damage platform operational order, including false problem feedback, malicious complaint harassment, unreasonable excessive compensation demands, and intentional abuse of after-sales policies. For normal and reasonable user demands and legitimate rights protection behaviors, our team will always maintain an active cooperative attitude and provide effective, comprehensive after-sales support to resolve user concerns thoroughly.
Long-Term Service Optimization Commitment
We continuously collect customer feedback, summarize service experience, and optimize our service processes and problem-solving mechanisms to improve service efficiency and customer satisfaction. Every customer’s suggestion and evaluation is a valuable reference for our service upgrade and brand improvement. We are committed to building a warm, professional, and reliable customer service system that supports long-term stable shopping cooperation with every user, creating a safe, convenient, and satisfying consumption experience for all global customers.