Customer Service Policy

1. Policy Overview

This official Customer Service Policy is formulated to deliver consistent, warm, professional and customer-centric service experiences for all global shoppers, complying with U.S. e-commerce business norms and consumer protection standards. Aligned with our core brand tenet of clean skin-nourishing beauty and hassle-free shopping experience, this policy clarifies unified service standards, order fulfillment rules, global shipping terms, tariff liability regulations, currency settlement rules, return & refund mechanisms, consultation channels and service commitments. All service rules apply to every customer, all product orders and all regional orders worldwide without regional differentiation, order amount threshold or commodity category restrictions. We stick to transparent service clauses without hidden terms, additional charges and unfair binding rules, aiming to eliminate cross-border shopping worries for U.S. core customers and global buyers, and build long-term trust-based customer relationships.
All customer service execution, order processing, after-sales disposal and customer reply work follow the unified standard of this policy; all front-line service personnel and operation teams implement the same service specifications to ensure equal service quality for every user. Combined with brand minimalist, gentle and high-end clean beauty positioning, all customer service communication abandons rigid mechanical reply modes, retains warm emotional tone, fits American consumer daily communication habits, and provides empathetic solution-oriented after-sales support.

2. Official Customer Consultation Contact Rule

We set up exclusive unified customer service entry for all after-sales consultation, business inquiry, problem feedback and service application. All customer demands including product ingredient consultation, shade matching guidance, order status query, shipping timeline confirmation, return application, refund progress inquiry, discount rule consultation, logistics exception feedback and policy interpretation must be submitted via the independent Contact Us page on the official website.
No other third-party social channels, private mailboxes or offline contact ways are adopted for business reception and problem disposal. Professional customer service teams uniformly receive, classify and process all submitted tickets from Contact Us page. The team accepts all pre-sale consultation, in-order problem feedback and post-sale after-sales demands, provides accurate policy explanation, product professional guidance and order tracking service, and feeds back disposal results to customers synchronously. All consultation records and service tickets are archived uniformly to guarantee traceable after-sales service.
Service team adheres to U.S. customer service work rhythm, prioritizes solving user core demands, refuses perfunctory replies and cross-service shunting, and provides targeted support for clean beauty product selection, daily makeup skin care matching and order overall arrangement for target American customers.

3. Order Fulfillment & Standard Shipping Service Rules

3.1 Order Processing & Fulfillment Cycle

After customers complete order payment confirmation, our warehouse operation team will finish order sorting, product quality inspection, commodity protective packaging and carrier docking within unified standard fulfillment cycle. All orders are arranged for shipment within 1-3 working days uniformly, without peak season delay, manual order queuing and inventory backlog delay. Before outbound shipment, each batch of clean makeup, skin care products, complexion cosmetics, eye makeup, lip and cheek goods will be spot-checked to ensure intact product package, complete product efficacy and unbroken original packaging, avoiding defective goods, wrong shade and wrong commodity delivery.

3.2 Global Delivery Time Standard

After order outbound handover to international official logistics carriers, all parcels adopt stable cross-border dedicated lines, and the unified standard door-to-door transportation cycle is 6-12 working days for all global delivery addresses including all states of the United States and overseas regions. Logistics whole-process tracking service is provided for every order automatically; tracking information is synchronized to customer order background after shipment, and customers can check real-time parcel transportation, customs clearance and local distribution progress independently.

3.3 Free Global Shipping Service Commitment

The website provides permanent full-site free global shipping service for all commodities, with no minimum order amount limit, no commodity category limit, no customer level limit and no seasonal restriction. All orders enjoy free international logistics distribution services automatically after payment, no shipping fee will be charged at checkout, and no additional logistics surcharge, remote area distribution fee and fuel surcharge will be collected in the whole process.

4. Tariff & Cross-Border Additional Fee Undertaking Regulation

We bear all cross-border customs clearance fees, import tariffs, government administrative levy fees, customs declaration service fees and all other extra cross-border charges generated during international parcel customs clearance and entry inspection in full. Customers do not need to pay any hidden fees, delivery customs fees and border service fees in the whole shopping and delivery process.
All customs declaration procedures, document filing, border inspection docking and fee settlement are independently handled and paid by our official operation and logistics team. Customers will not receive any tariff notice, supplementary payment bill and third-party collection request from logistics carriers and local customs departments after order placement and parcel arrival. All displayed commodity prices on the website are final settlement prices, realizing zero extra consumption cost for buyers, which fits transparent consumption demands of American local consumers.

5. Unified Currency Settlement Specification

The whole website adopts USD as the only unified settlement currency, covering commodity display price, cart settlement amount, checkout payment amount, discount deduction amount, return refund amount and all service fee accounting standards. All product SKU prices of skin tint foundation, concealer, mascara, blush, lip gloss, mineral sunscreen and all clean skin care products are marked in U.S. dollars uniformly.
No automatic currency conversion, exchange rate floating adjustment and regional currency markup will be generated in the whole site payment process. All refunds, price difference compensation and service compensation funds are also returned in original USD amount according to actual payment amount of customers. The unified currency system avoids exchange rate loss and price ambiguity, conforms to local consumption payment habits of U.S. target customers, and simplifies order financial settlement logic.

6. Official Return and Refund Service Policy

6.1 Return Eligibility Period

We provide industry-leading extended after-sales return service, and support return application for all purchased commodities within 60 days after official order delivery confirmation. All best-selling makeup, skin care products, limited combinations and customized beauty sets share the same return window without product category shielding, best-selling product restriction and opened commodity return limit. Customers can fully test product texture, color number, skin adaptation effect and daily use experience after receiving goods, without rushing to submit return applications in short valid period.

6.2 Return Application Process

Customers who need to apply for return shall submit order number, return commodity information and simple demand description via Contact Us page uniformly. Customer service team reviews return qualifications quickly, sends standard return packing guidelines and official return logistics documents, and completes return procedure docking. We accept partially used cosmetic and skin care product returns, matching online beauty shopping actual usage scenarios, and reject harsh rules that only support unopened goods return.

6.3 Standard Refund Processing Cycle

After our warehouse receives returned parcels and completes commodity inspection and system filing, the finance team will initiate original-channel refund settlement within 5-10 working days uniformly. The refund amount covers full commodity payment amount, without deducting restocking fee, return logistics fee, service handling fee and other invisible charges. The whole refund process is automatically synchronized with system records, and refund completion notification will be fed back to customers after fund arrival.

6.4 Service Exclusion Description

Except for man-made severe damage of commodities, excessive discard of product raw materials and violation of return operation specifications, all normal customer return demands are approved efficiently. We do not set repeated return account restriction, customer permission punishment and discount recovery penalty to protect relaxed low-risk shopping experience of users.

7. Site Discount & Promotional Service Commitment

Cooperating with website top announcement banner rotation promotion rules, our customer service team provides unified discount interpretation service for full-site high discount activity up to 70% off. All discounts are permanent automatic deduction without coupon code, member registration and extra operation. Customer service uniformly answers activity rules, discount superposition standard, hot-selling product preferential explanation and holiday promotional benefit consultation for American holiday themed campaigns.
All promotional clauses are consistent with front-page page display content, no hidden discount restriction, no advance price markup then discount operation, guarantee transparent preferential service for all customers. Combined with U.S. local holiday emotional marketing layout, customer service team provides warm holiday shopping guidance, gift matching suggestion and self-care product recommendation service to enhance shopping emotional value.

8. Product After-Sales Quality Service Standard

Combined with store clean beauty core product attributes, all skin-friendly serum skin tint, talc-free blush, sensitive eye-friendly mascara, hyaluronic acid skin care series, mineral SPF sunscreen and concealer products pass unified quality inspection. For quality problems including package damage in transit, wrong shade delivery, defective product texture and formula abnormal problems, we provide free re-delivery, priority return and priority refund after-sales solutions via Contact Us page.
Aiming at core demands of U.S. target customers for clean, cruelty-free, skin-nourishing cosmetics, customer service team is equipped with professional product knowledge reserve, can answer ingredient efficacy, skin type adaptation, undertone shade matching, daily makeup collocation and skin barrier maintenance professional questions accurately, and provide one-to-one customized product selection service for dry skin, oily skin, sensitive skin and mixed skin users.