CUSTOMER SERVICE POLICY
our customer service team adheres to the service principles of professionalism, patience, efficiency and sincerity, providing full-cycle shopping protection and intimate service guidance for all customers who browse and purchase our women’s fashion apparel. we provide comprehensive pre-sales consultation, in-order follow-up and after-sales problem solving services to ensure that every customer can enjoy a relaxed, reassuring and pleasant online fashion shopping experience without trivial worries and complicated communication costs.
during the pre-purchase consultation stage, our professional customer service team can answer all your questions about clothing style classification, fabric characteristics, version fitting, size selection, color matching, scene matching, seasonal wearing suggestions and garment care methods. we understand that it is easy for customers to have doubts about size selection and style matching when buying clothes online, so we provide objective and detailed size data, body type matching suggestions and real wearing effect analysis, helping you avoid inappropriate purchases and style mismatches, and select the most suitable trendy outfits according to your height, weight and personal dressing style.
after you successfully place an order and complete payment, our team will monitor the whole process of order processing, including order information verification, inventory confirmation, garment quality re-inspection, manual careful folding, dust-proof packaging and logistics carrier docking. if you find any errors in the shipping address, recipient information or purchased style size after placing the order, please contact our customer service team in time. we can modify and correct the order information for unshipped orders to ensure accurate and error-free delivery of the goods. once the package has been scanned and shipped by the logistics carrier, all order information cannot be modified or intercepted, so customers are requested to carefully check the order information before payment.
we fully understand the bad shopping experience brought to customers by abnormal order problems such as wrong goods, missing pieces, damaged packaging, fabric defects and defective stitching. for all product quality problems, packaging damage, shipping errors and other problems caused by our official warehouse, we will take full responsibility and provide fair and reasonable solutions such as free replacement, full refund, partial refund and supplementary goods. customers only need to provide clear photos of the product, packaging and shipping labels, and we will quickly verify and solve the problem efficiently without lengthy communication and perfunctory processing.
we guarantee that all customer messages will be replied within 24 working hours. working hours are monday to friday, excluding us local statutory holidays and weekend rest days. during peak periods such as summer fashion carnivals, seasonal large-scale promotions and new product launches, the volume of customer consultations surges, and the response time may be slightly extended. we sincerely appreciate your understanding and patience. all our replies are manually customized targeted replies, rejecting rigid template perfunctory replies, ensuring that every customer’s doubts and problems can be effectively solved.
we always respect every customer’s reasonable feedback and suggestions. whether it is recognition and praise for our clothing styles, fabrics and shopping experience, or valuable suggestions for product optimization and service improvement, we will record and feed back to the product design and operation team in a timely manner to continuously optimize product styles, upgrade fabric quality and improve service details. at the same time, we require every customer to maintain polite and respectful communication. we reserve the right to terminate service and refuse subsequent shopping qualifications for malicious harassment, abusive speech and unreasonable excessive demands.