Customer Service Policy
Friendly, transparent support for every step of your shopping experience.
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Our goal is to make shopping simple, comfortable, and easy to understand from checkout through delivery and beyond. |
1. Our Commitment to Customer Care
We are committed to providing a clear, friendly, and dependable customer experience. We understand that shopping online requires trust, especially when choosing skin and hair care products for babies, children, sensitive skin, and family use. Our customer service approach is built around transparent information, straightforward policies, and respectful support whenever customers need help.
We aim to make each stage of the shopping journey easy to understand. This includes product information, ordering, payment, shipping, delivery, returns, refunds, and general customer support. We want customers to know what to expect before they place an order and to have a simple way to contact us if questions arise.
Our support team is here to assist with reasonable questions related to products, order status, shipping, returns, refunds, and other store matters. Customers can contact us through the Contact Us page.
2. Product Information and Customer Responsibility
We make reasonable efforts to present product descriptions, features, ingredients, usage information, sizes, images, and other details as clearly as possible. Product information is intended to help customers make informed purchasing decisions based on their own preferences and needs.
Because skin types, sensitivities, and personal preferences can vary, individual experiences may differ. Customers are responsible for reviewing the information shown on the relevant product page before purchase. For highly sensitive, reactive, or compromised skin, customers may also choose to review ingredient information carefully and seek professional guidance when appropriate.
Product packaging, labeling, color, texture, or minor visual details may vary slightly from website images due to manufacturing updates, photography, display settings, or other normal differences. These variations do not necessarily indicate a defect.
3. Prices and Currency
All prices on the website are displayed in USD unless otherwise stated. Customers should review the final order total shown at checkout before placing an order.
Prices, promotions, discounts, bundles, and special offers may change from time to time. Discounts may apply to selected products or storewide offers and may reach up to 60% off where displayed. The valid price for an order is the price shown and accepted at checkout when the order is placed.
If a payment provider or card issuer performs currency conversion outside our website, additional conversion rules or fees may be determined by that provider. Those external conversion arrangements are outside our control.
4. Order Processing
After an order is successfully placed, we begin preparing it for shipment. Orders are generally processed and prepared for shipment within 1-3 days.
Customers are responsible for providing accurate shipping and contact information at checkout. If an address is incomplete, incorrect, or otherwise prevents delivery, additional processing or delivery issues may occur. Customers should review order details carefully before completing checkout.
If a customer notices an error in an order shortly after placing it, they should contact us through the Contact Us page as soon as possible. We will make reasonable efforts to help when an order has not yet entered fulfillment, but changes or cancellations cannot be guaranteed once processing or shipment has begun.
5. Shipping and Estimated Delivery
All products include free worldwide shipping. No minimum purchase amount is required to receive free shipping.
After processing, orders are estimated to arrive within 6-12 days. This is an estimated delivery window rather than a guaranteed delivery date. Actual delivery timing may vary depending on destination, carrier operations, transportation conditions, customs processing, local delivery services, severe weather, peak shipping periods, or other circumstances outside our direct control.
Where tracking information is available, customers should use it as a helpful reference for the progress of a shipment. Tracking updates may not always appear immediately after a parcel is prepared or handed to the carrier.
6. Customs Duties and Additional Import Charges
Applicable customs duties related to the order are covered by us. Customers are not expected to pay additional customs duty charges in order to receive their purchase.
Our goal is to make the checkout total clear and reduce unexpected costs during delivery. If a customer receives an unexpected request for a charge that appears to relate to customs duties for the order, they should contact us through the Contact Us page before making a payment whenever reasonably possible so we can review the situation.
Charges unrelated to customs duties, including fees caused by incorrect delivery information, refused delivery, storage requested by the recipient, or services independently arranged by the customer, may be treated separately depending on the circumstances.
7. Delivery Issues
If a shipment appears delayed beyond the expected delivery window, customers should first review available tracking information and then contact us through the Contact Us page if additional assistance is needed.
For packages marked as delivered but not located, customers should check the delivery area, household members, building reception, mailbox, parcel locker, neighbors where appropriate, and any carrier delivery notice. If the package still cannot be found, customers may contact us so the situation can be reviewed.
If an order is returned to sender because of an incorrect or incomplete address, refusal of delivery, repeated failed delivery attempts, or another recipient-related issue, the available resolution may depend on the circumstances and the status of the returned parcel.
8. Damaged, Incorrect, or Missing Items
We want customers to receive the items they ordered in good condition. If an order arrives with a damaged item, an incorrect item, or a missing item, customers should contact us through the Contact Us page and provide the relevant order details.
To help us review the issue efficiently, we may request clear photographs of the received item, outer packaging, shipping label, or other reasonable evidence related to the order. Customers should keep the packaging until the issue has been reviewed where practical.
After reviewing the available information, we will determine an appropriate resolution in line with the circumstances of the order and applicable store policies.
9. Returns
We offer a 60-day return policy. Customers who wish to request a return should contact us through the Contact Us page and follow the return instructions provided.
Returned products must meet the applicable return requirements communicated during the return process. For hygiene and safety reasons, the condition of personal-care products may affect return eligibility, particularly where products have been opened, used, damaged after delivery, altered, or are otherwise not suitable for return.
Customers should not send a return to an address without first receiving return instructions. Unapproved or incorrectly routed returns may be delayed or may not be identifiable when received.
Where a return is accepted, the customer should follow the provided instructions carefully and retain any relevant return shipping or tracking information until the process is complete.
10. Refunds
Once an eligible refund is approved and processed, the refund generally takes 5-10 days to appear, depending on the payment method, card issuer, bank, or payment service provider.
Refund timing after we process the refund is influenced by financial institutions and payment networks and may therefore vary. We do not control the exact posting time used by a customer's bank or payment provider.
Approved refunds are generally issued to the original payment method where possible. If a different method is required due to technical or payment-provider limitations, additional verification may be needed before a refund can be completed.
11. Order Cancellations and Changes
Customers who want to request an order cancellation or change should contact us through the Contact Us page as soon as possible after placing the order.
Because orders may move into processing quickly, we cannot guarantee that a cancellation, address change, product change, or quantity change can be completed after an order has been placed. Once an order has been shipped, it generally cannot be canceled as an unshipped order.
If a requested change cannot be completed before shipment, other options may be available under the applicable return policy after delivery.
12. Payment and Checkout Support
Customers should ensure that payment and billing information entered at checkout is accurate and authorized for use. Orders may be delayed, declined, or canceled if payment cannot be verified or successfully completed.
For security reasons, we may not be able to change certain payment details after checkout. Customers experiencing a payment problem should review any message from their payment provider and may contact us through the Contact Us page for store-related assistance.
We do not ask customers to send sensitive payment credentials through ordinary customer service messages. Customers should never send full card numbers, card security codes, passwords, or other private financial credentials through the Contact Us page.
13. Promotions, Discounts, and Offers
Promotional offers are subject to the terms displayed with the offer. Some offers may apply only to eligible products, order values, bundles, or other stated conditions.
Unless clearly stated otherwise, separate promotional codes or discounts may not be combined. If a promotion has already been applied automatically, an additional code may not apply to the same items.
We may correct clear pricing or promotional errors when reasonably necessary. If an order is affected by a material error, we may contact the customer with available options before fulfillment.
14. Respectful Communication and Support
We aim to treat every customer with patience, respect, and professionalism, and we ask customers to communicate with our support team in the same spirit.
We may limit or discontinue support interactions involving harassment, threats, abusive language, fraud, repeated bad-faith claims, or attempts to misuse store policies. This does not affect legitimate requests for help or reasonable customer complaints.
For the clearest record of an inquiry, customers should use the Contact Us page and provide enough information for us to identify the relevant order or issue.
15. Fraud Prevention and Order Verification
To protect customers and the store, certain orders may be reviewed for payment security, address consistency, unusual activity, or other fraud-prevention reasons.
We may request reasonable verification before fulfilling an order if necessary to confirm that a transaction is authorized. If requested information is not provided or an order presents a significant security concern, the order may be delayed or canceled and any eligible payment returned according to the applicable payment process.
These measures are intended to reduce unauthorized transactions and protect legitimate customers.
16. Service Availability
We work to keep customer support and order services available and reliable, but temporary interruptions may occur because of maintenance, technical issues, carrier disruptions, third-party service outages, unusually high request volume, or other operational conditions.
When delays occur, we will make reasonable efforts to restore normal service and respond to customer inquiries as efficiently as possible.
17. Policy Updates
We may update this Customer Service Policy when needed to reflect changes in store operations, customer service processes, shipping practices, return procedures, payment methods, legal requirements, or other business needs.
The version displayed on the website applies to customer service matters according to the terms in effect for the relevant transaction and applicable law. We encourage customers to review the policy when they have questions about the current service process.
18. Contact Us
For questions about products, orders, shipping, delivery, returns, refunds, or other customer service matters, please contact us through the Contact Us page.
When contacting us about an existing order, providing the relevant order information and a clear description of the issue can help us review the request more efficiently.
We appreciate every customer who chooses to shop with us and will make reasonable efforts to provide clear, helpful, and respectful support throughout the shopping experience.
