CUSTOMER SERVICE POLICY

This Customer Service Policy formulates unified service standards, service processes and guarantee specifications for all customers who purchase products through our official website, aiming to provide standardized, efficient, fair and professional customer service support for all global users. This policy applies to all consulting, pre-sales, in-sales and after-sales service behaviors of the platform, and all customer service staff shall strictly abide by the provisions of this policy to carry out daily service work.
For pre-sales consulting services, our customer service team provides comprehensive product consultation support for all users. Users can consult product size parameters, material characteristics, style details, applicable scenarios, matching usage methods and other product-related information through the official customer service channel. Meanwhile, customer service staff can provide professional purchasing suggestions according to users’ usage needs, scene sizes and personal aesthetic preferences, helping users select the most suitable Christmas decorations, Halloween decorations, aromatherapy products and other goods. All pre-sales consultation replies will be accurate, detailed and professional, and we will fully answer all reasonable questions raised by users.
In terms of order service, our customer service team is responsible for handling all order-related inquiries and problem solving. Including order payment confirmation, order information modification, order progress inquiry, delivery time consultation, logistics status tracking and other order-related services. We have a standardized order processing mechanism, all orders will be processed in accordance with the unified delivery rules of the platform, and customer service staff will timely feedback the latest order progress to users, and actively solve abnormal problems such as order delay and information error encountered by users during the ordering process.
For logistics and distribution services, our customer service team provides full-cycle logistics consulting and problem-solving services. The platform implements unified global distribution standards, with no regional difference in delivery cycle for domestic and international orders. All orders will be shipped within 1 to 3 working days after successful payment, and the estimated global delivery time is 6 to 12 working days. For users who have urgent delivery needs, we provide expedited distribution service options, and customer service staff can introduce the specific rules, fees and time advantages of expedited services in detail according to user needs, and assist users in completing expedited service application and processing.
In after-sales service, we strictly implement the platform’s return and refund service standards to protect the legitimate rights and interests of all users. We support a 60-day return period for all products purchased on the platform. Within the valid return period, users can initiate return applications for eligible products in accordance with the return policy. Our customer service team will review return applications within the specified time, guide users to complete return operation steps, track return logistics information in real time, and follow up the whole process until the refund is completed. After receiving and inspecting the returned goods, we will complete the refund processing within 5 to 10 working days, and the refund will be returned to the user’s original payment account in the unified settlement currency of USD.
All user personal information we collect will only be used for the following legitimate purposes: completing user account registration and identity verification, processing user product orders, completing goods delivery and logistics notification, providing pre-sales and after-sales customer service support, verifying user payment identity and completing fund settlement, optimizing website product display and service functions, conducting platform operation data analysis and user demand research, and sending official platform update, product new arrival and service notification information with user consent.
REFUND POLICY
For unshipped orders, users can initiate an order cancellation and refund application at any time after payment and before the platform delivers the goods. After the cancellation application is reviewed and passed, the platform will directly complete the refund processing within 5 to 10 working days without the need for goods return. For orders that have been shipped but not signed for, users can apply for intercepting the logistics and canceling the order, and the refund will be processed after the goods are successfully intercepted and returned to the warehouse.
After the user selects products and completes order payment, the official website will automatically confirm the valid order information. The user shall ensure that the submitted shipping information, contact information and order remarks are true, accurate and complete. If the user fails to receive the goods normally due to incorrect information filling, resulting in logistics return or order loss, the relevant responsibilities and losses shall be borne by the user personally, and the platform will not bear the corresponding compensation liability.
These Terms of Purchase shall be binding on both the platform and all purchasing users. The platform has the right to update and revise these terms according to business development and legal requirements. The revised terms will be published on the official website, and continued use of the website for shopping transactions by users will be deemed as acceptance of the latest terms of purchase.
To meet the urgent shopping needs of users, we provide optional expedited distribution services. Users can independently select the expedited shipping service during the order placement process according to their own time needs. The expedited service can effectively shorten the overall logistics delivery cycle, and the specific expedited time limit and service fee standard will be displayed in real time on the order placement page. All expedited service rules are uniformly implemented globally, with consistent service standards.