Customer Service Policy

At our Korean beauty e-commerce store, we prioritize delivering responsive, helpful, and personalized customer service to ensure your shopping experience is smooth and satisfying. This policy outlines the support channels, response times, and assistance we provide to address your questions, concerns, and requests.

1. Support Channels

We offer accessible and convenient ways to connect with our customer service team, tailored to different needs and urgency levels:

  • Email Support: For detailed inquiries (e.g., product details, return requests, order issues), reach us at [support email]. This channel is ideal for non-urgent questions that require thorough explanations or documentation.
  • Live Chat: Our in-website live chat is available for real-time assistance with immediate concerns like order tracking, checkout help, or basic product queries. You can find the chat widget on all pages of our website during business hours.
  • FAQ Section: Our regularly updated FAQ page addresses common questions about shipping, returns, product usage, and account management—providing instant answers to save you time.

2. Response Timeframes

We are committed to timely responses across all support channels:

  • Email Support: We aim to reply to all email inquiries within 24 business hours of receipt. For complex issues (e.g., refund processing, damaged shipments), we will send a confirmation of your inquiry within 24 hours and a full resolution update as soon as the issue is resolved.
  • Live Chat: During business hours, our chat agents typically respond to live chat requests within 5 minutes. If wait times are longer due to high volume, you will see an estimated wait time in the chat widget.

3. Scope of Assistance

Our customer service team is trained to assist with all aspects of your shopping journey, including:

  • Order management: Tracking shipments, updating order details (where possible), and resolving delays or missing items.
  • Product guidance: Providing information on ingredients, usage instructions, and product suitability for different skin types or beauty needs.
  • Returns & refunds: Helping initiate return requests, explaining eligibility criteria, and tracking refund processing status.
  • Technical support: Troubleshooting website navigation issues, checkout errors, and account login or password reset problems.
  • General inquiries: Answering questions about our shipping policy, refund terms, and store promotions.

4. Business Hours

Our customer service team operates during the following hours (UTC):

  • Monday to Friday: 9:00 AM – 7:00 PM
  • Saturday & Sunday: Closed
  • Public Holidays: Closed

Inquiries submitted outside of business hours will be addressed on the next business day.

5. Issue Resolution Commitment

We strive to resolve customer issues fairly and efficiently:

  • For minor concerns (e.g., missing tracking information), we aim to provide a resolution within 1 business day of confirming the details.
  • For complex issues (e.g., damaged products, refund disputes), we will investigate the matter promptly and communicate a resolution plan within 3 business days of receiving all necessary information (e.g., photos of damaged items, order proof).
  • If you are unsatisfied with the initial resolution, you may request to escalate your concern to a senior customer service representative, who will review your case and provide a final response within 48 business hours.

6. Feedback & Improvement

We value your feedback as a tool to enhance our services. You can share suggestions, compliments, or complaints via email or the feedback form on our website. We review all customer feedback monthly and implement changes to address recurring issues (e.g., updating our FAQ, improving website functionality) and enhance your overall experience.