Our customer service team handles all customer inquiries including pre-order product ingredient consultation, comedogenic rating verification, batch expiry date verification, real-time stock availability checks, delayed order status tracking, cross-border shipping timeline inquiries, return and refund application guidance, incomplete document supplementation for after-sales claims, minor shipping address modification requests submitted before order dispatch, and post-delivery damaged, mismatched, missing or contaminated item feedback via two official channels: built-in website message center and dedicated service email monitored daily by trained support staff.
Customer service responses are available seven days a week, excluding internationally recognized public holidays that cause suspension of cross-border logistics carriers and third-party payment institution core operations, and all delayed responses caused by such public holidays will not be deemed service failures.
All customer consultations, image/video evidence uploads, claim negotiation records and resolution outcomes will be permanently encrypted and stored on secure cloud servers for internal after-sales review, cross-border consumer dispute resolution and mandatory regulatory compliance inspection required by global cross-border commerce laws.
Our customer service team cannot provide professional medical skincare diagnosis, individualized allergy risk judgment for sensitive skin conditions, prescription skincare guidance or personalized dermatological treatment suggestions, and all product usage guidance is strictly limited to official product descriptions, ingredient warning labels and user manuals provided directly by Korean beauty brand owners, with no off-label usage recommendations offered under any circumstance.
We reserve the right to temporarily restrict message access or permanently suspend customer service support for users who submit harassing, discriminatory, abusive, threatening or repetitive invalid inquiries that consume excessive operational resources with no legitimate after-sales purpose.
Customer service representatives have no authority to alter, waive or amend published website policies through verbal or informal written replies, override return eligibility rules or extend official return windows for individual users, and all service execution must follow the latest official policy versions publicly posted on the website homepage, which supersede all prior verbal or informal agreements.
