Customer Service Policy

1. General Support Scope

Our customer service team offers full assistance for all pre-purchase and post-purchase matters, including product inquiries, order tracking, shipping updates, return & refund applications, style matching suggestions, and troubleshooting website checkout issues. All support services are free for every shopper.

2. Service Response Time

Our support agents process customer messages in the order they are received. Standard reply time is within 24 business hours from the moment your message is submitted. During large sale events or peak shopping seasons, response delays up to 48 business hours may occur. We will resolve complex issues such as damaged parcels, missing items, or refund disputes within 3–5 business days after receiving all required supporting materials.

3. How to Contact Support

You can reach our customer service team through the official contact channel on our website. When submitting a request, please attach your order number and related details (photos, tracking numbers, screenshots) to speed up problem resolution.

4. Pre-Purchase Consultation

Our team can share detailed specifications, size guides, material descriptions, and styling tips for all home decor items. We do not provide customized product production services, nor can we alter the design, color or size of listed goods.

5. Order & Shipping Support

  • We assist with tracking lost, delayed or misdelivered packages and coordinate with logistics carriers to locate parcels.
  • If your package arrives damaged, defective or with missing pieces, send clear photos of the outer packaging and faulty items within 7 days after delivery, and we will arrange a solution per our Refund Policy.
  • We cannot modify delivery addresses or cancel orders once the parcel has been dispatched from our warehouse.

6. Return & Refund Assistance

Our agents will guide you through the entire return application process within the 60-day return window. We verify return eligibility, send return submission instructions, and follow up on refund progress after we receive and inspect returned items. All refunds are processed in USD within 5–10 business days after inspection as stated in our Refund Policy.

7. Marketing & Subscription Support

If you no longer wish to receive promotional emails, our team can assist you with unsubscribing from marketing newsletters at any time. Unsubscribing will not affect your access to order after-sales service.

8. Service Limitations

  • Our customer service cannot interfere with the internal processing speed of payment platforms, banks or third-party logistics companies; any delays caused by these external parties are beyond our control.
  • We do not provide compensation for indirect losses including but not limited to decorating schedule delays, time costs or labor fees related to purchased goods.
  • Abusive, threatening or offensive language towards support agents will result in temporary suspension of service for your account until a polite communication agreement is reached.

9. Policy Revisions

We reserve the right to update this Customer Service Policy as needed. All adjustments will be published on this page. Your continued use of our website’s customer support channels constitutes acceptance of the latest policy terms.