Customer Service Policy

1. Policy Overview & Service Tenet

This Customer Service Policy standardizes the full-range customer service behaviors and service standards of our mature skin premium beauty e-commerce platform, covering pre-sales consultation, in-sales assistance, after-sales processing, complaint handling, user feedback and all other customer service links. This policy is applicable to all users who use the platform’s product shopping and service experience, and is the core service criterion for all platform customer service work. We always adhere to the service tenet of user first, integrity-based, and professional service, and are committed to providing standardized, efficient, warm, and professional one-stop shopping service experience for global users of age-friendly beauty products.
As a professional e-commerce platform focusing on mature skin makeup, we have built a perfect full-link customer service system, covering the whole process from user product selection, order placement, payment settlement, logistics inquiry, to after-sales return and refund, problem solving, and experience feedback. All customer service work follows unified service standards and processing procedures, ensuring that every user can obtain consistent high-quality service experience regardless of region, order amount, and shopping frequency. This policy clarifies service standards, processing cycles, service scope and responsibility norms to standardize all customer service work.

2. Pre-sales Service Standards

Our platform provides comprehensive and professional pre-sales consulting services for users to help customers accurately understand product attributes, efficacy characteristics, applicable skin types, and shopping rules. The pre-sales service scope includes product detail consultation, mature skin adaptation consultation, baking foundation texture and effect consultation, pore smoothing primer use method consultation, order placement process guidance, platform preferential rule consultation, free shipping policy consultation, and other pre-shopping related questions. Our customer service team has received professional beauty product training, proficient in all product characteristics of the platform, and can provide users with accurate and professional product consultation and purchase suggestions.
The pre-sales service adheres to the principles of truthfulness, professionalism and patience. For all user pre-sales consultation questions, the customer service team will respond and answer in the fastest time, accurately introduce product advantages, applicable groups, and use effects, and objectively explain platform shopping rules and service policies. We do not conduct false publicity, exaggerated product effect promotion, and misleading purchase guidance, and fully respect users’ independent purchase choices. For users with mature skin beauty confusion, we will provide targeted product matching suggestions according to different skin characteristics, helping users select the most suitable age-friendly makeup products.

3. In-sales Service Standards

During the user’s order placement and payment process, we provide full-process auxiliary in-sales services to ensure the smooth completion of user transactions. The in-sales service includes order operation guidance, payment problem solving, order information modification, product inventory inquiry, order status real-time feedback and other contents. When users encounter operational problems such as failed payment, wrong order information filling, and unclear order status, the customer service team will provide one-to-one operational guidance to solve user problems in a timely manner.
For orders that have been successfully placed, we will synchronize the order processing progress in real time, feed back the warehouse picking, inspection and packaging status to users, and ensure that users can grasp the order dynamics in real time. For user demands for modifying shipping address, adjusting product quantity, and replacing product styles before order shipment, we will complete the modification and adjustment in accordance with platform rules to meet users’ reasonable shopping adjustment needs. All in-sales services focus on efficiency and accuracy, ensuring that each order transaction is completed smoothly and avoiding user shopping troubles caused by operational problems.

4. After-sales Service Standards

After users complete order receipt, our platform provides comprehensive after-sales service guarantee, covering product quality problem handling, logistics problem solving, 60-day free return guidance, 5-10 day refund processing consultation, product use problem guidance and other full after-sales links. For product quality problems such as product damage, missing parts, quality defects, and inapplicable skin effects, we will actively respond to users’ after-sales demands and provide return, refund, replacement and other solutions in accordance with platform policies.
For logistics problems such as delayed delivery, parcel loss, and abnormal logistics information, the after-sales team will track and verify the problem in real time, and give a clear solution and processing time limit. For users’ questions about product use, makeup skills, and skin adaptation, we will provide professional after-sales use guidance to help users better experience the effect of mature skin makeup products. All after-sales problems will be registered and followed up specially, and the whole process will be tracked until the user’s problem is completely solved, ensuring zero worries for users after shopping.

5. User Complaint & Feedback Processing

We have established a standardized user complaint and feedback processing mechanism to accept users’ complaints, suggestions and experience feedback on platform products, services, logistics and other links. Users can submit service complaints and optimization suggestions through the platform’s dedicated customer service channel. All complaint and feedback information will be received and recorded in real time by the customer service team, and classified and sorted according to the problem type and severity.
For user complaint problems, we implement a dedicated person responsible for follow-up processing, and complete problem investigation, verification and solution feedback within the specified time. For valid user complaints about service problems, we will actively rectify and optimize, and give reasonable compensation solutions when necessary. For users’ valuable optimization suggestions on products and services, we will sort them out regularly and feed them back to the product operation and service management team, continuously optimizing platform products and service system. We treat every user’s feedback seriously, and take user satisfaction as the core standard of service optimization.

6. Service Specifications & Prohibited Behaviors

All customer service personnel of the platform strictly abide by unified service specifications and professional service ethics. In the process of serving users, we adhere to polite communication, professional response, patient explanation and active service, and prohibit any service violations such as cold attitude, perfunctory response, delayed processing, arbitrary refusal of user reasonable demands, and rude communication. Customer service personnel need to accurately master all platform policies, product information and service rules, and ensure that all service responses are accurate, standardized and effective.
We prohibit any personal improper behaviors of customer service personnel, including private collection of user information, private transaction guidance, arbitrary promise of non-platform official services, and dispute with users. All customer service work is carried out in accordance with official platform rules, and no private operation or arbitrary modification of service standards is allowed. We will regularly carry out professional training and service assessment for customer service teams, continuously improve service professionalism and service quality, and maintain a good user service experience.

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