Customer Service Policy

Service Tenet and Basic Service Standards

We adhere to the core service tenet of customer priority, integrity and transparency, efficient response and professional treatment, and provide full-cycle, all-round supporting services covering pre-sale, in-sale and after-sale for all platform users. All customer service personnel have received standardized professional training, fully mastered platform product knowledge, size specification standards, seasonal product characteristics, order rules, shipping policies, return and refund systems and privacy protection provisions, and can provide users with accurate, professional and patient consulting services. We implement unified service standards for all users, completely abandon differential service and discriminatory treatment, ensure that every user can enjoy equal and standardized service rights, and solve shopping doubts and service problems for users wholeheartedly.

Full-Cycle Service Coverage Scope

Our customer service system covers every link of the user’s online shopping journey. In the pre-sale consultation stage, we provide product style introduction, fabric attribute explanation, size matching guidance, scene wearing suggestion and activity rule interpretation services to help users accurately select products that meet their body characteristics and wearing needs, and avoid shopping risks caused by information asymmetry. In the order placement stage, we support order information modification, receiving address adjustment, order cancellation application, payment problem troubleshooting and inventory status inquiry services to ensure the smooth completion of user orders. In the after-sales stage, we provide logistics progress inquiry, abnormal logistics processing, product quality problem feedback, return and refund process guidance, order dispute coordination and complaint acceptance services to comprehensively solve all after-sales problems for users.

Problem Handling Workflow and Response Mechanism

We have established a standardized and perfect user problem handling workflow. All user consultations, feedback suggestions and complaint reports will be automatically recorded in the official service system in real time, and assigned to special customer service personnel for one-to-one docking processing. For simple daily consultation problems, we will give clear and accurate reply results in the fastest response speed; for complex after-sales problems involving return and refund, logistics abnormality and product disputes, we will track the whole process, verify the problem truth in detail, formulate a reasonable and compliant solution, and regularly feed back the processing progress to users until the problem is completely solved. We adhere to a fair and objective handling attitude in all dispute processing, strictly abide by platform official policies, do not favor any party, and fully protect the legitimate rights and interests of users.

Service Optimization and User Feedback Mechanism

We take user shopping experience and service satisfaction as the important benchmark of platform operation optimization. All user feedback, optimization suggestions and service complaints will be sorted and analyzed regularly by the customer service team, and fed back to the product and operation team as the core basis for product iteration and service upgrade. We continuously optimize customer service response efficiency, standardize service communication tone and process, reduce user communication cost and problem solving cycle, and improve the overall professionalism and standardization of customer service. We always maintain an open and sincere service attitude, strictly implement all platform service commitments, continuously improve the service system, and create a safe, reassuring and high-quality online shopping service environment for every user.