CUSTOMER SERVICE POLICY
Our customer service team is committed to providing professional, efficient, friendly, and standardized after-sales service for all global customers, aiming to create a pleasant and worry-free shopping experience for every user. We adhere to the service tenet of sincerity, efficiency and responsibility, and strictly standardize all service links including pre-sales consultation, order processing, logistics distribution, after-sales return and refund, and problem solving.
For pre-sales service, our support team provides comprehensive product consultation for customers. Customers can inquire about product fragrance types, usage methods, product specifications, material composition, applicable scenarios, discount activities and other related information through our official customer service channel. We will respond to all valid customer consultations within the shortest time, answer customer questions accurately, and provide reasonable purchasing suggestions to help customers select the most suitable home fragrance products.
In terms of order service, we implement standardized order processing procedures. All valid orders will be processed and arranged for shipment within 1 to 3 working days after payment confirmation. We uniformly use US dollar (USD) as the only settlement currency for all orders to ensure consistent and transparent order amount calculation for global customers. All products in the store enjoy global free shipping service, and customers do not need to pay any additional shipping fees, handling fees or regional surcharges.
In terms of logistics service guarantee, the unified global delivery time of all orders is 6 to 12 working days after shipment. We have standardized logistics docking channels to ensure stable and orderly global distribution. During the logistics transportation process, we will track the order transportation status in real time, and customers can check the latest logistics information through the order background. For logistics delay, package abnormality and other problems, our customer service team will actively follow up and solve them for customers.
In terms of after-sales service, we provide a 60-day free return policy for all products. Within 60 days after customers receive the goods, if the products have quality problems, damage, incorrect delivery, or do not meet customer expectations under normal use conditions, customers can apply for return service in accordance with the policy. After we receive and verify the returned goods completely, we will complete the refund processing within 5 to 10 working days, and the refund amount will be returned to the customer’s original payment account in full.
Our customer service team accepts customer feedback, suggestions and complaints from all global regions. We will record all customer feedback in detail, verify and reply within the specified time, and continuously optimize products and service processes according to customer needs to improve customer shopping satisfaction. We respect every customer’s legitimate rights and interests, and will always maintain a polite, professional and efficient service attitude in all service links.