Customer Service Policy

Overview

We are committed to delivering consistent, thoughtful, and professional customer service to every global shopper. Aligned with our core brand values of honesty, fairness, and kindness, this Customer Service Policy establishes clear and transparent service standards for all consultations, order support, after-sales assistance, and user interactions. Our goal is to provide a reliable, respectful, and satisfying shopping experience for every customer who chooses our organic home and body care products.

General Service Principles

We adhere to a customer-oriented service philosophy in every interaction. We treat every customer with sincerity, patience, and professionalism, and uphold fair and equal service standards for all users regardless of order amount or regional location. We focus on solving customer problems efficiently, answering questions accurately, and protecting every customer’s legitimate shopping rights and interests. All service practices comply with standardized business norms and brand ethical principles.

Customer Consultation Support

We provide comprehensive consultation services covering product information, ingredient features, usage methods, order inquiries, logistics status, and policy explanations. Customers can submit all consultation requests through the official Contact page. Our service team is trained to deliver accurate, detailed, and easy-to-understand replies to help customers fully understand our products and shopping rules.
We support pre-sales consultation for product selection, ingredient adaptation, and usage scenarios, as well as after-sales consultation for order follow-up and problem solving. We insist on objective and truthful product descriptions to help customers make suitable purchasing decisions.

Order Service Standards

We provide standardized whole-process order support from order confirmation to final delivery. All orders will be processed and shipped promptly after successful payment confirmation. We offer free global shipping for all products, with no shipping fees or hidden charges for any order. We fully undertake all tariffs and import taxes generated during international transportation, ensuring customers do not bear any additional extra costs.
We maintain standardized logistics arrangement and stable delivery efficiency, providing reliable delivery services for global customers. For any order-related exceptions, our team will actively follow up and provide effective solutions.

After-Sales Service Standards

We provide standardized return and refund services in accordance with our official after-sales rules. Customers can apply for returns for eligible unused and unopened products following our return policy. Once returned items are received and verified to meet return conditions, we will complete the refund process within the standard processing cycle and return the full amount to the original payment channel.
We handle all after-sales applications fairly and transparently, strictly abide by service specifications, and avoid unreasonable processing delays or arbitrary rejection of legitimate customer applications. Every after-sales request will be fully recorded and professionally processed.

Service Attitude & Behavior Norms

All customer service staff adhere to rigorous service behavior norms. We maintain polite, respectful, and patient communication in all customer dialogues. We actively listen to customer needs and feedback, respond to questions efficiently, and avoid perfunctory replies, negative attitudes, and misleading explanations. We pursue standardized, warm, and professional service experience for every user.

Customer Feedback & Suggestions

We highly value every customer’s feedback, opinions, and suggestions. Customer feedback is an important basis for us to optimize products, upgrade service processes, and improve shopping experience. Customers can submit feedback and improvement suggestions through the Contact page. We will carefully sort out and verify valid feedback, and continuously optimize our service system and product experience based on user voices.

Service Exceptions & Dispute Handling

In case of order exceptions, service misunderstandings, or legitimate disputes, we adhere to the principles of fairness, transparency, and customer rights priority to communicate and resolve problems. We will actively communicate with customers, verify relevant facts in accordance with official website policies and transaction records, and provide reasonable and compliant solutions to ensure legitimate rights and interests of customers are fully protected.

Contact Channel

All customer consultations, after-sales applications, feedback, and dispute communications are uniformly processed through the website’s Contact page. We provide long-term stable official service channels to ensure that customers can obtain effective support at any time during the shopping and after-sales process.