Customer Service Policy

We are committed to providing friendly, efficient, and reliable customer service for all shoppers on our website, with a focus on resolving your inquiries and concerns promptly and fairly. Our customer service team supports all global orders, and all transactions, communications, and issue resolutions are processed in United States Dollars (USD). This policy outlines the scope of our customer service support and standard service processes for your shopping experience.

Service Scope


Our customer service team assists with all aspects of your shopping journey, including but not limited to:

  • Pre-purchase product inquiries (material, size, craftsmanship, and product details)
  • Order status tracking and shipping information updates
  • Order modifications (address changes, order cancellations) prior to shipment
  • Return and refund process guidance in line with our Refund Policy
  • Resolution of issues related to order delivery, product quality, and packaging
  • Inquiries about our Shipping Policy, Privacy Policy, and other website policies

Service Response Time


We strive to respond to all customer inquiries as quickly as possible, with standard response timelines as follows:

  • All valid inquiries submitted through our website’s customer service channels will be acknowledged within 24 business hours
  • Detailed issue resolution and follow-up will be completed within 48 business hours for most general inquiries
  • For complex issues (e.g., product quality claims, return logistics coordination), we will provide a clear processing plan within 48 business hours and follow up until the issue is fully resolved

Note: Response times may be slightly extended during peak shopping periods, and we will notify you of any expected delays in such cases.

Order-Related Support Rules


  1. Order Modifications & Cancellations: We accept order address changes and cancellations only before the order is shipped (1-3 business days after order placement). Once your order has been dispatched, modifications or cancellations cannot be processed; please refer to our Refund Policy for return procedures if needed.
  2. Shipping & Tracking: Our team will provide real-time tracking information support and assist with investigating non-delivery or delayed delivery issues in line with our Shipping Policy (6-12 day estimated delivery). We will coordinate with our logistics partners to resolve logistics-related problems promptly.
  3. Product Quality Inquiries: If you receive a product with unexpected quality issues (e.g., non-manufacturing damage, defective craftsmanship), please provide clear proof of the issue, and our team will verify and provide a tailored solution (e.g., replacement, full refund) within the specified response time.

Return & Refund Support


Our customer service team will provide full guidance for all return and refund requests in strict accordance with our 60-day Refund Policy, including:

  • Step-by-step return process instructions
  • Confirmation of return eligibility and inspection criteria
  • Real-time updates on returned item receipt and refund processing status
  • Resolution of refund delays (5-10 business days processing time) with payment providers on your behalf if needed

We will not deny valid return and refund requests that meet our policy criteria, and we will ensure the entire process is transparent and efficient.

Global Shipping Support


As we offer complimentary worldwide shipping on all products, our customer service team provides unified shipping support for all global destinations, including:

  • Answering country/region-specific delivery inquiries
  • Assisting with customs-related document guidance (where applicable)
  • Investigating and resolving international delivery issues in coordination with our global logistics partners

No additional shipping fees or hidden charges will be added to your order, and our team will address any shipping fee-related inquiries immediately.

Service Commitments


  1. We will provide polite, professional, and patient customer service at all times, with no discriminatory or unresponsive service behavior.
  2. All customer information and inquiry details will be kept confidential in line with our Privacy Policy and will not be disclosed to third parties without your consent.
  3. We will resolve all valid customer complaints and issues to your reasonable satisfaction, with fair and consistent processing standards for all shoppers.
  4. We will continuously optimize our customer service processes and response efficiency based on customer feedback.

Exceptions & Disclaimers


  1. We are not responsible for resolving issues caused by incorrect information provided by the customer (e.g., wrong shipping address, invalid contact information).
  2. We cannot guarantee resolution of issues caused by force majeure (e.g., natural disasters, logistics disruptions, customs policy changes) but will provide maximum feasible assistance and updates.
  3. For non-valid claims (e.g., intentional product damage, return requests outside the 60-day window), our team will provide a clear explanation for the denial and will not process such requests per our policies.

Continuous Service Improvement


We value all customer feedback on our products and services. You may submit suggestions for customer service improvement through our website’s designated channels, and we will review and adopt reasonable suggestions to enhance your shopping experience.

If you have any questions or need assistance, please reach out to our customer service team through the official channels on our website—we are here to support you throughout your shopping journey.