Customer Service Policy

Service Tenet and Team Introduction

This customer service policy standardizes the whole-process customer service standards and service specifications of our global eyewear e-commerce platform, aiming to provide professional, efficient, patient and comprehensive after-sales and pre-sales service for all global customers. We always adhere to the service tenet of user-centric, professional and efficient, honest and considerate, take solving customer problems and optimizing shopping experience as the core goal, and build a full-link customer service system covering pre-sales consultation, in-sales guidance and after-sales guarantee.
Our customer service team is composed of professional service personnel with rich experience in cross-border e-commerce and eyewear industry knowledge. All team members have received systematic professional training, including eyewear product knowledge, custom prescription matching technology, global logistics rules, after-sales policy processing and cross-border service etiquette, which can accurately and professionally answer all kinds of questions encountered by customers in the process of browsing, selection, customized purchase and after-sales processing.
Facing global customers, our customer service team maintains a unified high-standard service mode, breaks through regional service barriers, and provides consistent high-quality service for customers in all regions. We respect the shopping needs and personalized demands of every customer, patiently respond to customer consultation and feedback, actively solve customer doubts and problems, and strive to create a warm, professional and reassuring one-stop shopping service experience for every user who pays attention to and purchases our eyewear products.

Pre-Sales Consultation Service Specifications

The platform provides comprehensive and detailed pre-sales consultation services for all users browsing and selecting products, covering product style introduction, size parameter explanation, lens function description, custom prescription matching guidance, virtual try-on operation guidance, order placement process consultation and other pre-sales related services. Users can consult any product and shopping related questions through the platform’s official service channel, and the customer service team will provide accurate, detailed and targeted reply guidance in a timely manner.
For the core personalized service of custom prescription glasses, our customer service team can provide professional parameter matching consultation, including diopter, astigmatism, pupil distance and other optical parameter filling guidance, helping customers correctly fill in personalized customization information to ensure that the customized glasses parameters are accurate and fit. For the virtual try-on service launched by the platform, the customer service team can provide detailed operation steps and skill guidance, helping users quickly master the try-on method and select the most suitable frame style according to their facial features and personal style.
In the pre-sales consultation link, we adhere to the principles of objective introduction, accurate answer and reasonable recommendation, do not carry out false publicity and excessive guidance, and truthfully introduce product advantages, product parameters and service rules to help customers make rational purchase decisions. For user questions that involve product details and service rules, the customer service team will answer one by one without perfunctory or ambiguous reply, ensuring that users fully understand all product and service information before placing an order.

In-Sales Order Guidance Service

During the user’s order placement and payment process, the customer service team provides real-time order guidance services, including order information confirmation, payment channel guidance, inventory status inquiry, order modification and adjustment guidance. When users encounter problems such as unsuccessful payment, order information error, product parameter modification and temporary order adjustment, they can contact the customer service team at any time, and the team will assist users in completing order optimization and problem solving efficiently.
For custom prescription eyewear orders, the customer service team will take the initiative to verify the user’s customized parameter information after the order is successfully placed, check whether there is any error in the personalized data, and feed back to the user for confirmation in a timely manner to avoid parameter errors affecting the use effect of customized products. For orders with special needs such as multi-product combination purchase and gift matching, the customer service team can provide exclusive order sorting and packaging guidance services according to user demands.
The customer service team will track the order processing status in real time during the in-sales stage, synchronize the order production, packaging and outbound progress to users regularly, and ensure that users can clearly grasp the order dynamics. For orders with abnormal processing status, the customer service team will actively follow up and solve problems to ensure that all orders are processed in accordance with the standard 1-3 working day processing cycle, bringing users a smooth and worry-free order shopping experience.

After-Sales Problem Handling Service

We provide comprehensive after-sales problem handling services for all completed orders, covering logistics inquiry and abnormal processing, product quality problem handling, return and refund process guidance, order after-sales dispute coordination and other full after-sales scenarios. After customers receive the products, if they encounter any problems such as product discomfort, quality defects, logistics delay and order information error, they can initiate after-sales consultation at any time, and the customer service team will respond and handle it efficiently.
In view of the platform’s 60-day free return and 5-10 day refund service rules, the customer service team will provide one-stop process guidance for customers’ return and refund applications, including return application submission, product packaging specifications, return logistics guidance, refund progress inquiry and other whole-process services, helping customers complete after-sales operations quickly and correctly. For after-sales problems of custom customized products, the team will formulate targeted solutions according to the actual situation to fully protect customer rights and interests.
The after-sales service team adheres to the efficient processing principle, responds to customer after-sales feedback in the fastest time, analyzes problem causes, formulates solutions, and tracks the processing progress until the problem is completely solved. For conventional after-sales consultation, real-time reply and solution will be realized; for complex after-sales problems that need verification and coordination, the team will clarify the processing cycle and take the initiative to synchronize the progress with customers to avoid long-term waiting and unresolved problems.

User Feedback and Service Optimization Mechanism

We attach great importance to every user’s service feedback and shopping experience evaluation, and have established a perfect user feedback collection and service optimization mechanism. Users can put forward opinions, suggestions and complaints on product quality, logistics service, customer service attitude, platform function and other aspects through the official service channel. The customer service team will collect, sort out and feed back all user feedback to the platform operation team in a timely manner.
For user favorable suggestions on product optimization, service improvement and function upgrading, the operation team will conduct research and demonstration, and optimize and upgrade platform products and services in a targeted manner according to user demands. For user complaints and dissatisfaction feedback, the customer service team will verify the problem in the first time, solve the problem efficiently, and make targeted service improvement to avoid the recurrence of similar problems.
We take user feedback as the core basis for platform service iteration and optimization, continuously optimize customer service processes, improve service response efficiency, enrich service content, and improve the professional level and service quality of the team. Through the continuous interaction and communication with users, we constantly polish the platform’s shopping service system, strive to meet the personalized shopping needs of global users, and build a more professional, intimate and perfect cross-border eyewear shopping service platform.