Customer Support Policy

Customer Support Policy

Last updated: 15 July 2026

1. Our support commitment

We aim to provide clear, respectful and timely assistance before and after purchase. Support is available for product information, accounts, orders, gift payment links, payments, shipping, returns, refunds and technical problems with the Store.

2. How to contact us

Use the Store’s “Contact Customer Service” or live-chat channel. For an existing order, include the order number, the email or telephone number used for the order, and a short description of the issue. Screenshots or photos may help us investigate, but please hide passwords, full card numbers and unrelated personal information.

3. Languages and response times

Support may be requested in English, Simplified Chinese or Traditional Chinese. We aim to acknowledge ordinary enquiries within two business days. Complex cases involving a payment provider, warehouse, carrier, customs authority or supplier may take longer. Response times are targets rather than guarantees.

4. Order and delivery assistance

We can help confirm order status, correct an address before shipment where possible, provide available tracking information, and investigate parcels that are delayed, damaged or marked delivered but not received. Carrier scans and customs processing are outside our direct control, but we will make reasonable efforts to assist.

5. Gift payment link assistance

For security, do not post a gift link publicly. If a link was sent to the wrong person, appears to have been accessed without permission, has expired, or shows incorrect order information, contact us promptly. We may invalidate and replace a link after reasonable verification.

6. Payment assistance

We can investigate duplicate charges, failed payments and payment-status discrepancies. We will never ask for your password, one-time verification code, full payment-card number or card security code through chat or email. Payment authorization and reversal times may depend on your bank or payment provider.

7. Returns, refunds and warranty matters

Returns and refunds follow the Return and Refund Policy. Product warranties, if any, are described on the product page or supplied with the product. Please provide photos, video or diagnostic information reasonably necessary to assess a damaged or defective item.

8. Respectful and safe communication

We do not tolerate threats, harassment, discrimination, fraud, spam or abusive language. We may limit or end a conversation that creates a safety risk or prevents effective support, while preserving any rights you have under applicable law.

9. Escalation and complaints

If you are dissatisfied with the initial response, ask for the case to be reviewed and provide the previous case reference. We will reassess the available information and explain the outcome. You may also use any external complaint or dispute-resolution mechanism available under applicable law.

10. Service availability

Support channels may be temporarily unavailable because of maintenance, public holidays, unusual demand or events outside our control. Urgent security issues should be clearly marked in the subject or first message.