At our store, we prioritize your satisfaction and aim to provide friendly, efficient, and reliable support for every aspect of your shopping experience. This policy outlines our commitment to assisting you with inquiries, concerns, and requests, ensuring a smooth and positive interaction with our team.
We believe great customer service starts with listening. Whether you have a question about products, need help with an order, or want to share feedback, our team is dedicated to addressing your needs promptly and transparently. We treat every customer with respect, and strive to resolve issues in a way that leaves you feeling valued and confident in your choice to shop with us.
Our customer service team is available to assist you during the following times (all times are [Time Zone, e.g., EST/UTC+8]):
- Monday to Friday: 9:00 AM – 6:00 PM
- Saturday: 10:00 AM – 4:00 PM
- Sunday & Public Holidays: Closed (we’ll respond to inquiries received during this time on the next business day)
We provide support for the following topics – please have relevant details (e.g., order number, product name, shipping address) ready to help us assist you faster:
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Order Inquiries: Tracking updates, order status, payment confirmation, address modifications (before shipping), and order cancellations (subject to our cancellation policy).
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Product Questions: Ingredients, usage instructions, skin type compatibility, product availability, and recommendations.
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Returns & Refunds: Assistance with initiating returns, refund status checks, and resolving issues related to our 60-day return policy (see our Refund Policy for full details).
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Shipping Support: Delivery timeline questions, missing packages, damaged items, and free shipping policy clarifications (see our Shipping Policy for full details).
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Account Help: Creating or accessing your account, password resets, updating personal information, and order history inquiries.
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Feedback & Complaints: Sharing positive experiences, reporting concerns, or suggesting improvements – we value your input and use it to enhance our services.
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Email & Contact Form: We aim to respond to all non-urgent inquiries within 24–48 business hours. For complex issues (e.g., lost packages, refund disputes), we may take up to 3 business days to investigate and provide a resolution.
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Phone Support: Incoming calls are answered promptly during service hours – wait times are typically under 5 minutes.
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Return/Refund Processing: Once we receive your returned items, we’ll inspect and process your refund within 3–5 business days (refunds reflect in your payment method within 5–10 business days, as outlined in our Refund Policy).
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Missing/Damaged Packages: We’ll initiate an investigation with the courier within 1 business day of your report and provide a resolution (replacement or refund) within 3–5 business days of completing the investigation.
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Transparency: We’ll keep you informed at every step of resolving your issue – no vague responses or unreturned messages.
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Fairness: We adhere strictly to our Refund, Shipping, and Privacy Policies, but we’ll always consider unique circumstances with empathy.
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Accessibility: Our support channels are designed to be easy to use, and we’ll assist customers with accessibility needs to the best of our ability.
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No Hidden Fees: We’ll never charge for customer support – all assistance, including returns and order modifications (when possible), is provided free of charge.
Orders can be canceled only if they have not yet been processed (within 1–3 business days of purchase). To request a cancellation, contact our customer service team with your order number immediately. If your order has already shipped, we cannot process a cancellation, but you may return the item(s) for a refund in accordance with our Refund Policy.
We continuously strive to improve our customer service. If you’re not satisfied with the support you received, or have suggestions for how we can do better, please let us know via email or our contact form. We review all feedback regularly and use it to train our team, update our policies, and enhance the overall shopping experience.
Thank you for choosing our store. We’re here to support you every step of the way – don’t hesitate to reach out with any questions or concerns.
