Customer Service Policy


This Customer Service Policy applies to all visitors, users, and customers of our official website. It is designed to standardize our service standards, clarify shopping rules, and protect the legitimate rights and interests of every customer. We are committed to providing professional, transparent, efficient, and humanized customer service for global users, with a service system that fully complies with international cross-border e-commerce norms and consumer protection principles. By browsing, accessing, or purchasing products on our website, you confirm that you have read, understood, and fully agreed to the terms stated in this policy. All services provided by our team will be implemented strictly in accordance with the contents of this policy.
We always take customer experience as the core of our service operation. Based on the brand’s consistent sincere, rigorous and user-oriented service philosophy, we have established a complete set of standardized service systems covering order processing, logistics distribution, tariff responsibility, after-sales return and refund, currency settlement, and customer consultation. All service links are transparent and open, aiming to eliminate the common pain points of cross-border shopping such as hidden charges, uncertain logistics, complicated after-sales procedures and poor communication efficiency, and bring every customer a stable, reassuring and pleasant luxury skincare shopping experience.

1. Order Processing & Shipment Service Rules

We adhere to standardized and efficient order processing procedures to ensure that every valid order can be responded to and processed in the fastest and most accurate manner. After the customer successfully places and pays for an order on the website, our professional operation team will conduct order review, product sorting, inspection and packaging in sequence. All confirmed and valid orders will be arranged for shipment within 1 to 3 working days. We do not accept manual designated shipment time, but we will always maintain a high-efficiency processing rhythm to avoid unnecessary order delays and waiting time.
Before shipment, every product will undergo strict quality inspection and appearance screening. We will check the integrity of the product, the tightness of the package and the validity of the product to ensure that all products delivered to customers are intact, qualified and meet official quality standards. At the same time, we adopt standardized cross-border packaging materials to effectively prevent product damage, extrusion, leakage and other problems during long-distance transportation, and fully protect product safety in the whole logistics process.

2. Global Logistics & Free Shipping Policy

In order to allow global customers to easily purchase high-quality Japanese luxury skincare products and completely solve the problem of additional logistics costs in cross-border shopping, our website implements a full-site global free shipping policy for all orders. There is no minimum order amount limit, no regional restriction, and all customers placing orders on the platform can automatically enjoy free global delivery service. No shipping fee will be charged in any order situation.
We have long-term cooperation with mature and stable global cross-border logistics providers, with covered logistics channels, stable transportation capacity and high delivery efficiency. The overall delivery time of all orders is stably controlled within 6 to 12 working days. Affected by customs inspection, local logistics distribution and objective factors in individual regions, the delivery cycle may have slight fluctuations, but we will always track the logistics status in real time to ensure that the goods can be delivered safely and completely to the customer’s designated address.

3. Tariff & Additional Fee Undertaking Rules

Different from most cross-border shopping platforms that require customers to bear tariffs and handling fees independently, our brand fully undertakes all tariffs, customs clearance fees and other related cross-border handling fees incurred during the transportation and customs clearance of products. All displayed prices on the website are final all-inclusive prices, and there are no hidden fees, additional surcharges, customs clearance service fees and other extra expenses.
During the whole shopping process, customers do not need to pay any extra fees other than the product payment amount. All cross-border cost risks and tariff costs are borne by our team, which completely avoids the extra expenditure and shopping troubles caused by tariff problems for customers, and truly realizes transparent pricing and zero additional consumption for cross-border shopping.

4. Unified Currency Settlement Standard

In order to standardize the global shopping settlement system, unify pricing standards, and avoid price confusion and exchange rate conversion differences, our website uniformly uses USD (United States Dollar) as the only settlement currency. All product pricing, discount calculation, order payment, refund settlement and other fund transactions on the platform are based on US dollars.
The unified dollar settlement system enables global customers to clearly grasp the actual cost of shopping, eliminates the trouble of real-time exchange rate conversion, ensures the fairness and uniformity of global pricing, and provides a standardized and transparent fund settlement guarantee for every shopping behavior of customers.

5. 60-Day Hassle-Free Return Policy

We provide a generous and humanized after-sales return guarantee for all customers, and implement a 60-day return policy for all products sold on the website. Within the valid return period, customers can apply for return service through official channels if they encounter product quality problems, logistics damage, incorrect delivery, or simple personal dissatisfaction and inadaptability.
All return applications need to be initiated through the official designated contact channel and comply with our return specifications. Products applying for return need to keep the original package intact, unused, unopened and undamaged, and ensure that the product accessories, gifts and other supporting items are complete. We will verify the return application and product status in the fastest speed after receiving the customer’s return request.

6. Standard Refund Processing Rules

After we receive and complete the inspection and verification of the returned products, our finance and after-sales team will immediately start the refund process. All eligible refund applications will be completed within 5 to 10 working days, and the full refund will be returned to the customer’s original payment account.
In the whole refund processing link, we adhere to the principles of fairness, standardization and efficiency. We will not delay the refund without reason, nor deduct any refund amount without basis. The refund cycle is affected by the processing efficiency of different payment institutions, but we will always track the refund progress to ensure that customers can receive the refund in place in the shortest cycle. This refund rule applies to all eligible return and refund scenarios of the platform.

7. Customer Consultation & Communication Channel

In order to provide stable and professional pre-sales consultation, in-sales problem solving and after-sales service feedback channels for customers, our website has set up an independent and special customer service communication entrance. All customers’ demands such as product consultation, order query, logistics tracking, discount activity consultation, after-sales problem feedback and service suggestion submission need to be completed through the officialContact Us page of the website.
Our customer service team is composed of professionally trained personnel, who have complete product knowledge, standardized service process and rich cross-border service experience. The team always maintains a polite, patient and professional service attitude, responds to customer questions efficiently, solves customer shopping doubts and problems in a targeted manner, and ensures that every customer’s legitimate demands can be effectively solved and responded to.

8. Service Commitment & Customer Rights Protection

We have always adhered to the service tenet of customer first, integrity-based and quality-oriented, and strictly standardize every service link. From product selection, order processing, logistics transportation to after-sales treatment, we implement full-process standardized management to ensure that every customer can enjoy high-quality, efficient and reassuring shopping service.
We promise that all service rules publicly displayed on the website are true and effective, and all preferential policies such as full-site high discounts, free global shipping and full tariff undertaking are implemented in real accordance with the rules, without false publicity or hidden restrictions. We fully respect and protect the legitimate shopping rights and interests of every global customer, and continuously optimize the service system according to customer feedback and market changes, so as to bring customers a better cross-border skincare shopping experience.

9. Policy Update & Revision Explanation

We reserve the right to update and revise this Customer Service Policy in a timely manner according to business development, market adjustment and platform rule optimization. All revised service policies will be officially displayed on the website page, and the updated content will take effect automatically after publication. Customers are advised to check the latest service policy rules regularly during shopping. Continued use of the website and continued purchase of products will be deemed as recognition and acceptance of the latest revised policy content.

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