Customer Service Policy

1. Our Service Commitment

We aim to provide clear, friendly, and practical support throughout your shopping experience. Our customer service covers questions about products, orders, payment, delivery, returns, refunds, and other store-related matters.

2. How to Contact Us

For customer support, please contact us through the Contact Us page. This is our primary support channel and helps us keep your request connected to the correct order or issue.

When contacting us about an order, please provide your order number and a clear description of your question. If your request concerns a damaged, incorrect, or incomplete item, photos may help us review the issue more efficiently.

3. Order Assistance

Orders are typically prepared and dispatched within 1-3 business days. During this period, we may be able to assist with certain order questions. Once an order has entered fulfillment or has been dispatched, some changes may no longer be possible.

If you notice an error in your order information, contact us through the Contact Us page as soon as possible. We will make a reasonable effort to help, but we cannot guarantee that changes can be completed after fulfillment has started.

4. Delivery Support

Estimated delivery is generally 6-12 business days after dispatch. Delivery timing is an estimate and can be affected by carrier operations, destination processing, weather, public events, peak periods, or other circumstances outside normal control.

If tracking information is available, it may take time to update after dispatch. If your package appears delayed beyond the expected delivery period, contact us through the Contact Us page so we can review the available shipping information.

5. Duties, Tariffs, and Additional Charges

Applicable duties, tariffs, and related import charges connected with eligible orders are covered by us. Customers should not be required to pay these additional import-related costs for the order.

If you receive an unexpected request for an import-related payment associated with your order, please contact us through the Contact Us page before making payment whenever possible.

6. Product Information Support

We aim to provide useful product descriptions, features, intended benefits, and usage information. Skincare experiences and results can vary between individuals. Product information is intended to support shopping decisions and is not medical advice.

Customers with known sensitivities should review product information carefully and consider patch testing where appropriate. For medical concerns or persistent reactions, consult an appropriate healthcare professional.

7. Damaged, Incorrect, or Missing Items

If your order arrives with an item that is damaged, incorrect, or missing, please contact us through the Contact Us page. Include your order number, a description of the issue, and clear photos when relevant.

We will review the information provided and determine the appropriate resolution based on the circumstances.

8. Returns

Eligible products may be returned within 60 days in accordance with our Refund Policy. Before returning an item, please contact us through the Contact Us page for return instructions.

Returns sent without following the provided instructions may take longer to process or may be difficult to identify.

9. Refunds

After a return or refund request is approved and processed, approved refunds are generally completed within 5-10 business days. The time required for the funds to appear in your account can vary depending on your bank, card issuer, wallet provider, or payment service.

Refunds are normally issued to the original payment method when possible.

10. Currency and Payment Questions

All prices and transactions are displayed and processed in USD. If your payment provider converts the transaction into another currency, that conversion is handled by the provider and may use its own exchange rate or conversion method.

11. Respectful Communication

We are committed to respectful and helpful customer service. We ask customers to communicate respectfully as well. Clear information and cooperative communication help us resolve issues more efficiently.

12. Policy Consistency

This Customer Service Policy works together with our Refund Policy, Shipping Policy, Terms of Purchase, Privacy Policy, and Terms of Use. If you have questions about how a policy applies to your order, please contact us through the Contact Us page.