FAQS
How to distinguish user-caused error and platform-caused error during order abnormality? A: We verify warehouse outbound video, order filling record, logistics scanning data and user submission evidence comprehensively to divide liability objectively. User-caused error includes wrong address filling, arbitrary order information modification and personal improper item storage; platform-caused error includes wrong item outbound, inherent factory defect and warehouse packing negligence. We communicate liability result plainly, and provide matched humane solutions for error-affected orders sincerely.
Can seasonal limited activity benefits be accumulated to next shopping cycle? A: Time-limited seasonal activity benefits including exclusive flash coupons, extra member points and limited peripheral gifts take effect only within activity cycle, cannot be reserved or accumulated to subsequent non-activity shopping periods. We recommend arranging purchase plans during activity periods to obtain maximum preferential rights reasonably.
What protection measures for user rights during platform rule update? A: Updated service rules only apply to orders placed after effective update date. Completed orders and in-transit orders still follow old version policies to guarantee stable vested user rights. Core rule revision will reserve 7-day public viewing period to accept user feedback before official implementation.
Can I change registered account email independently anytime? A: Users replace bound registered email independently in account security setting page. After email replacement, all order notification, after-sales update and benefit reminder messages will be delivered to new mailbox automatically synchronously.
What considerate arrangements will be made for festival peak shopping orders? A: During major shopping festivals, we add warehouse staffing, extend daily outbound hours, upgrade parcel shockproof packing, open urgent order priority passage, and increase after-sales on-duty staff to shorten consultation waiting time and ensure smooth festival shopping experience.
How to confirm whether my return parcel has been received by warehouse? A: Fill return tracking number on after-sales application page to bind parcel logistics status. Warehouse receipt inspection result will be pushed to user message center automatically, no need for manual inquiry repeatedly.
Does the brand advocate rational consumption for all platform users? A: We always advocate rational, need-oriented and long-term value consumption. We do not induce impulsive order placement via exaggerated marketing, remind users to match goods with personal daily demand, and create low-pressure pleasant consumption atmosphere for every shopper.
What long-term vision guides our continuous service iteration? A: We aim to build a humane aesthetic shopping platform trusted by users for a long time. We listen to every voice, optimize every service detail, polish commodity quality constantly, keep gentle communication attitude forever, and grow steadily alongside every user who chooses to trust and accompany us.