CUSTOMER SERVICE POLICY

Introduction

This Customer Service Policy outlines the standardized service principles, shopping rules, and customer support standards applicable to all users shopping on our official website. We are committed to providing professional, transparent, and customer-oriented services for global consumers. All service contents, including shipping, payment, after-sales return and refund, follow unified global standards to ensure a consistent, fair, and reliable shopping experience for every customer. This policy applies to all products, orders, and consulting services on the site.

General Service Principles

We adhere to the service tenet of integrity, transparency, and efficiency in all customer interactions. Our customer service team provides standardized support for order consultation, product inquiry, service guidance, and after-sales processing. We strictly follow uniform service specifications for all global users without regional discrimination. All published policies on the website are officially effective and serve as the sole service standard for order execution and customer rights protection.

Payment & Currency Standard

To standardize global transactions and simplify the cross-border shopping process, all products and orders on our official website adopt unified USD settlement. All displayed product prices, settlement amounts, and service fees are calculated in US dollars. There are no hidden charges or additional unexpected fees during the entire payment and order processing process. Customers can complete payment through mainstream and secure payment channels supported by the platform to ensure safe and standardized fund settlement.

Free Shipping & Global Delivery Rules

We provide full-site free shipping services for all products, covering all global regions served by the platform. No shipping fee will be charged for any valid order. All in-stock products will be arranged for shipment within 1–3 working days after the order is successfully placed and confirmed. We implement a unified global delivery time standard, with a standard delivery period of 6–12 working days for all international destinations. For customers with urgent demands, we support expedited delivery services to meet different timeliness scenarios. The delivery rules and time limit standards are applicable to all global customers uniformly.

Return Service Rules (60-Day Return Policy)

We provide a long-term and humanized return protection mechanism for all customers. All products purchased on our website enjoy a 60-day return service from the date of receiving the goods. Customers can apply for return service if the products have quality problems, do not match the description, or fail to meet personal use expectations within the valid return period.
To ensure the smooth progress of return processing, customers need to ensure that the returned products are intact, unused, and retain original packaging and accessories unless the products have confirmed quality defects. All return applications shall be processed in accordance with official unified procedures. We maintain a strict and standardized return review system to fully protect the legitimate shopping rights and interests of every user.

Refund Processing Rules

After we receive, inspect, and verify the returned goods in compliance with the return regulations, we will initiate the official refund process immediately. The unified refund processing cycle is 5–10 working days. The actual arrival time of the refund shall be subject to the processing cycle of the customer’s payment institution and bank system. We will strictly follow the processing time limit to complete every refund application, and track the refund progress to ensure that customers can receive the refund in a timely manner.

Order & Product Consulting Service

Our customer service team provides comprehensive pre-sales and after-sales consulting services, covering product material, size, style, applicable scenarios, order status, logistics progress, policy interpretation and other related questions. We focus on solving customer doubts efficiently and providing accurate and professional service replies. Whether it is daily casual apparel, essential base layers, sports casual wear, men’s and women’s fashion, maternal and infant organic cotton clothing, maternity wear, socks accessories or organic cotton home textile products, we can provide targeted product consulting support.

Customer Contact Channel

If you have any service consultation, order feedback, cooperative inquiry, suggestion and complaint demands, please uniformly submit your demands through our official Contact Us page. The official email address and all effective contact channels are displayed on the Contact Us page. Our customer service team will respond to customer messages and solve relevant problems as soon as possible to ensure smooth communication and efficient problem handling.

Service Commitment

We always take customer experience and rights protection as the core of service work. From product quality control, standardized logistics and distribution, to perfect after-sales protection and professional customer service reception, every link implements standardized management. We will continue to optimize the service process, improve service efficiency, and provide stable, transparent and high-quality one-stop shopping services for global customers, and strive to build a trustworthy customer service system for family apparel and home textile products.

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