Customer Service Policy

We are dedicated to providing exceptional customer service to ensure a smooth, satisfying shopping experience for every user of our website. This Customer Service Policy outlines the scope of our support, response standards, and problem-solving procedures, so you can get timely and effective assistance whenever you need it. By using our website or purchasing our products, you acknowledge and understand the service terms described below.

1. Service Mission & Scope

Our customer service team is committed to addressing your inquiries, resolving issues, and answering questions related to your shopping experience with professionalism and courtesy. We provide support for the following scenarios, covering the entire shopping process and after-sales service:
  • Order-related issues (order placement, order verification, order modification/cancellation, order status inquiry);
  • Shipping-related assistance (shipping status tracking, delivery time inquiry, address correction, shipping exception handling, global free shipping policy clarification);
  • Return & refund support (return eligibility confirmation, return process guidance, refund status inquiry, 60-day return policy and 5-10 business day refund processing explanation);
  • Product-related questions (product details, usage methods, ingredient inquiries, quality or defect issues for beauty products including eyeshadow palettes, pro makeup brushes, creamy lipsticks, etc.);
  • Account & payment assistance (account information management, payment verification, USD transaction-related questions);
  • Privacy & policy inquiries (clarification of Privacy Policy, Shipping Policy, Refund Policy, and other website rules);
  • Other feedback or suggestions related to our website, products, or services.

2. Contact Method & Response Time

The only official way to contact our customer service team is through the contact form on our "Contact Us" page. We do not accept customer inquiries through other channels. To ensure we can efficiently process your request, please provide the following information when submitting your inquiry:
  • Your full name and the email address associated with your order/account (if applicable);
  • Order number (for order, shipping, return, or refund-related issues);
  • Detailed description of your issue, including relevant product names (if product-related) and specific requirements;
  • Clear photos/videos (if applicable, such as defective products, damaged packages, or incorrect deliveries).
We strive to respond to all valid inquiries within 2-3 business days after receiving your submission. For urgent issues (e.g., incorrect order shipment, severely damaged products upon delivery), we will prioritize processing and respond as soon as possible within the above timeframe.

3. Issue Handling Procedures

3.1 Order Issues

For order modification or cancellation requests: We can only assist with modifying or canceling your order if it has not yet been processed (i.e., within 24 hours of order placement and before the 1-3 business day processing period starts). Once the order enters the processing or shipping stage, we cannot modify or cancel it. Please submit your request via the "Contact Us" form with your order number and specific modification/cancellation requirements.
For order status inquiries: If you want to check the progress of your order (e.g., whether it has been processed, shipped, or delivered), please provide your order number and contact information when submitting the inquiry. We will verify the information and inform you of the latest order status, including shipping tracking details (if applicable).

3.2 Shipping Issues

For shipping status tracking: After your order is shipped (within 1-3 business days of order confirmation), you will receive a shipping confirmation email with a tracking number. If you do not receive the email or cannot track the shipment, please contact us via the contact form. We will assist you in verifying the tracking information.
For delivery delays or exceptions: If your order has not arrived within the estimated 6-12 business day delivery period, or if you receive a delivery exception notification, please contact us with your order number and tracking information. We will coordinate with our logistics partners to investigate the issue and provide you with a solution (e.g., shipment tracing, reshipment, or refund) in a timely manner.
For address correction: If you need to modify your shipping address after placing an order, please contact us immediately via the contact form. We will do our best to update the address if the order has not yet been shipped. Once the order is shipped, we cannot modify the shipping address.

3.3 Return & Refund Issues

For return eligibility confirmation: If you wish to return a product (within 60 days of delivery), please contact us via the contact form to confirm whether the product meets the return eligibility criteria (unused, unopened, original packaging intact, etc.). Our team will review your request and provide detailed return instructions.
For refund status inquiry: After we receive and inspect your returned products (and confirm eligibility), we will initiate the refund process within 1-2 business days. Refunds are issued in USD to your original payment method. If you have not received your refund within 5-10 business days of refund initiation, please contact us with your order number and refund confirmation information. We will verify the status with our payment processor and assist you in resolving the issue.

3.4 Product Quality & Defect Issues

If you receive a defective, damaged, or incorrect product (e.g., broken eyeshadow palette, bent makeup brush, wrong lipstick shade, or product with quality defects), please contact us via the "Contact Us" form within 7 days of delivery. Provide your order number, clear photos/videos of the product issue, and a detailed description.
Our team will verify the issue promptly and offer a suitable solution, which may include free replacement (shipped globally for free), full refund (including any applicable costs), or other appropriate compensation. You will not be required to return the defective/damaged product unless instructed by our customer service team.

4. Service Commitments

  • Professionalism: Our customer service team is trained to provide accurate, professional responses to your inquiries, ensuring you receive reliable information and solutions.
  • Transparency: We will keep you informed of the progress of your issue at each stage, avoiding vague or misleading responses. All solutions and processing times will be clearly communicated.
  • Courtesy: We treat every customer with respect and courtesy, listening to your needs and addressing your concerns patiently.
  • Privacy Protection: Any personal information you provide when contacting customer service will be handled in accordance with our Privacy Policy, and will not be disclosed to third parties without your explicit consent.

5. Limitations of Service

We will not be liable for service delays or inability to provide services due to unforeseen circumstances beyond our control (e.g., network outages, system failures, natural disasters, or disruptions caused by third-party service providers). In such cases, we will make every effort to restore services as soon as possible and inform you of the situation.
We reserve the right to refuse service to users who engage in fraudulent activities, provide false information, or violate our website rules (including but not limited to abusing the return/refund policy or harassing customer service staff).

6. Feedback & Suggestions

We welcome your feedback and suggestions on our customer service, products, and website. Your input helps us improve our services and provide a better shopping experience. Please submit your feedback via the contact form on the "Contact Us" page. We will carefully review every suggestion and respond to you in a timely manner.
Thank you for your trust and support. Our customer service team is always here to assist you, ensuring your shopping experience with our beauty products is enjoyable and worry-free. If you have any questions or need help, please do not hesitate to contact us through the "Contact Us" form.