Customer Service Policy

Our dedicated full-time customer service team offers comprehensive, all-round support covering every stage of your shopping journey, including pre-purchase product ingredient inquiries, scent characteristic consultations, order status tracking, shipping delay troubleshooting, return and refund application guidance, damaged goods handling and policy clarification for all store regulations. All customer submitted messages and consultation requests will be reviewed and processed in chronological order, and our team will provide detailed, targeted replies within a reasonable time frame to resolve shopping-related issues efficiently.
When customers encounter product quality defects, abnormal logistics status, refund disputes or package damage upon receipt, our service team will launch a complete, fair and unbiased investigation based on the customer’s order records, parcel tracking data and provided supporting materials. We will deliver practical, balanced and reasonable solutions fully consistent with our official store policies, prioritizing customer satisfaction while maintaining standardized operational rules.
All communication between our service staff and customers adheres to polite, neutral and patient communication standards. Our team will actively listen to all customer feedback, complaints and suggestions regarding product quality, packaging, logistics speed, website operation and overall shopping experience. All collected customer feedback will be sorted, recorded and analyzed regularly, and valuable suggestions will be forwarded to our operation and product teams to continuously optimize product quality, warehouse packing processes, logistics cooperation and website shopping functions.
If customers have any confusion about fragrance ingredient composition, return eligibility standards, refund currency rules, shipping timelines or privacy data management, the service team will provide complete, straightforward explanations without ambiguous or vague descriptions. We aim to eliminate all shopping worries for every consumer through standardized, thoughtful and efficient customer support, and we constantly adjust our service workflows to shorten response times and improve problem-solving efficiency for all global shoppers.