Customer Service Policy

Our Customer Service Policy is designed to deliver a transparent, reliable, and customer-first shopping experience for all global visitors and shoppers. We are committed to providing professional, efficient, and friendly support throughout every stage of your shopping journey, from product browsing and order placement to logistics tracking, after-sales processing, and follow-up consultation. This policy outlines our standardized customer service rules, service scope, and commitment standards to ensure every customer can shop with confidence, clarity, and peace of mind on our platform.

General Service Principles

We adhere to the core service principles of integrity, efficiency, professionalism, and inclusiveness at all times. All customer service operations strictly follow standardized service processes, with no hidden rules, discriminatory service standards, or perfunctory processing mechanisms. We respect the legitimate shopping rights and personalized needs of every global customer, regardless of order amount, regional location, or shopping frequency. Every consultation, demand, and feedback from customers will receive equal attention and standardized response processing.
Our service team is trained to maintain a polite, patient, and professional communication attitude in all interactions. We focus on solving customer problems practically, answering customer questions accurately, and optimizing customer shopping experience continuously. We refuse rigid and mechanical reply modes, and strive to provide targeted, humanized service solutions for different customer needs.

Customer Contact & Consultation Service

We provide unified and convenient customer consultation channels for all users. Customers who have any questions about product information, style selection, size matching, order processing, logistics delivery, after-sales rules, and platform-related services can initiate consultation through the Contact Us page on our official website. This is our exclusive and dedicated customer service communication channel, covering all pre-sales, in-sales, and after-sales service scenarios.
Our customer service team covers all mainstream service scenarios to provide comprehensive support for customers. Pre-sales service includes product style introduction, functional parameter explanation, wearing scenario recommendation, style matching guidance, and platform preferential rule interpretation. In-sales service covers order confirmation, order status inquiry, logistics delivery consultation, and real-time problem coordination during order payment and submission. After-sales service includes return and process consultation, refund progress inquiry, product usage problem solving, and related rights protection guidance.
We guarantee that all customer messages will be processed with standardized professional responses. The service team will accurately understand customer demands, answer all questions in detail, and provide clear and operable solutions to ensure that every customer’s confusion and problems can be effectively resolved.

Order & Logistics Service Support

To ensure a smooth shopping experience for global customers, we provide standardized full-process order and logistics customer service, covering order generation to goods receipt. After customers successfully place and pay for orders, our system will automatically confirm order information, and the team will arrange product inspection and shipment in accordance with unified specifications. All orders will be shipped within 1 to 3 working days after payment confirmation, and we provide stable global logistics distribution services with an overall delivery period of 6 to 12 days for all regions.
We implement a zero-extra-cost logistics service policy for all customers. The platform provides free global shipping for all products, with no minimum order limit or shipping surcharge. All cross-border tariffs, customs clearance fees, and other additional logistics-related expenses are fully undertaken by our platform, and customers only need to pay the displayed product price without any extra expenditure. Our customer service team can provide real-time logistics status inquiry, delivery progress feedback, and abnormal logistics problem coordination services for customers to ensure the smooth completion of commodity delivery.
During the logistics transportation process, if customers encounter abnormal situations such as delayed logistics, updated abnormal information, or unclear delivery status, they can contact our customer service team at any time. We will actively track the logistics trajectory, coordinate with the logistics service provider, and feed back the processing results to customers in a timely manner to eliminate shopping concerns caused by logistics problems.

Discount & Pricing Service Specification

We provide long-term and stable high-discount benefits for all products on the platform, adhering to the authentic preferential service concept of letting customers enjoy real cost-effective shopping. All store discount activities are open and transparent, with no false pricing, fake discounts, or hidden consumption rules. Our customer service team provides professional discount consultation services, including preferential rule interpretation, activity scope explanation, and preferential benefit verification, helping customers accurately understand platform discount policies and fully enjoy shopping benefits.
All transactions on the platform are settled in unified USD currency, with transparent and open order amount calculation standards. Customer service personnel can answer customers’ questions about settlement rules, order amount composition, and preferential deduction details at any time, ensuring that every customer’s consumption is clear and transparent.

After-Sales Customer Service Commitment

We have a complete and customer-friendly after-sales service system to fully protect the legitimate rights and interests of every shopper, and provide comprehensive after-sales support for product quality problems, unsatisfactory shopping experience, and other scenarios. We support a 60-day return window for all products. Within the valid return period, customers can apply for return services for any dissatisfaction with the products, with flexible and humanized return rules and no unreasonable threshold restrictions.
After we receive and review the returned products in compliance with the rules, our team will complete the refund processing within 5 to 10 working days. The entire after-sales refund process is standardized, transparent, and efficient. Our customer service team is responsible for guiding customers through the return application process, explaining return review standards, feeding back refund progress in real time, and solving all problems encountered by customers in the after-sales link.
For product usage problems, wearing adaptation problems, and daily maintenance questions raised by customers after receiving the goods, our customer service team will also provide professional guidance and answers to help customers correctly use and maintain eyewear products and optimize product usage experience.

Customer Feedback & Complaint Handling Mechanism

Customer feedback is the core driving force for our continuous service optimization and product upgrading. We sincerely welcome all customers to put forward valuable feedback, suggestions and complaints about products, logistics, after-sales and customer service experience. All customer feedback will be recorded, sorted out and summarized by a special person, and fed back to the operation and service team for targeted optimization and improvement.
For customer complaints and negative feedback, we implement a priority processing mechanism. The customer service team will take the initiative to communicate with customers, verify problem details, formulate targeted solutions, and complete problem processing and customer reply in the shortest time. We always maintain a sincere attitude to face every customer’s feedback, actively solve service deficiencies and product problems, and continuously optimize the overall shopping experience of the platform.

Service Optimization & Upgrade Commitment

We always take customer satisfaction as the core evaluation standard of service quality, and continuously optimize customer service processes and service standards. On the basis of maintaining standardized and professional service capabilities, we constantly enrich service scenarios, improve response efficiency, and optimize communication modes, committed to building a more humane, efficient and comprehensive global customer service system.
In the follow-up operation process, we will continue to combine customer shopping needs and market development trends, iterate service rules, upgrade service capabilities, always maintain a customer-oriented service attitude, provide stable, high-quality and trustworthy customer service for global users, and let every customer enjoy a reassuring, comfortable and pleasant shopping experience on our platform.