Customer Service Policy

Service Philosophy and Core Tenet

As a professional global online eyewear e-commerce platform, we have always adhered to the customer-centric service philosophy, taking standardized, efficient, professional and intimate service as the core tenet of platform operation. We are committed to providing high-quality one-stop shopping services for global users focusing on trendy eyewear and customized prescription glasses, covering the whole process of pre-purchase consultation, in-purchase guidance and after-sales guarantee. All customer service work is carried out around user shopping experience and demand satisfaction, with standardized service processes, professional service capabilities and efficient response speed, to solve all kinds of shopping problems and demand consultation for users in a timely manner. We respect every user’s consumption demand and personalized aesthetic pursuit, and continuously optimize the service system according to user feedback, striving to build a high-standard service system for online eyewear customization and retail industry.

Full-Shopping-Cycle Service Support

Our customer service team provides comprehensive full-cycle service support covering all links of user shopping. In the pre-purchase stage, we provide professional product consultation, style matching guidance, prescription customization explanation and virtual try-on function guidance services, helping users quickly understand product characteristics, select suitable eyewear frames and complete personalized matching. In the order placement stage, we provide order operation guidance, parameter modification consultation, payment problem solving and logistics pre-judgment services to ensure the smooth completion of user orders. In the after-sales stage, we provide order logistics tracking consultation, product quality consultation, return and refund process guidance, after-sales problem handling and other services. The whole-process service system realizes zero dead-angle service coverage, ensuring that users can obtain professional and effective service support at any shopping stage.

Professional Virtual Try-On Service Guidance

In order to solve the problem of difficult style judgment in online eyewear shopping, the platform independently launches a convenient virtual try-on service, and the customer service team provides standardized professional guidance for this core service. The virtual try-on function supports all eyewear products on the platform, allowing users to intuitively feel the wearing effect of different frames, styles and colors through online simulation, and accurately match personal facial features and dressing styles. Our customer service team is proficient in all functional operation rules of virtual try-on, and can provide users with operational guidance, effect adjustment suggestions and style matching recommendations. This service breaks the limitations of offline physical fitting, realizes convenient and efficient online eyewear selection, and our professional service guidance can help users give full play to the advantages of virtual try-on function and quickly lock in the most suitable eyewear products.

Efficient Problem Handling and Feedback Mechanism

We have established a perfect user problem handling and feedback mechanism to ensure that all user consultation demands and problem feedback can be responded to and processed efficiently. The customer service team adheres to the principle of timely response and professional handling, sorts out and solves user problems in a classified manner, covering product consultation, order problems, logistics inquiries, after-sales disputes, service suggestions and other all-round content. For conventional consultation problems, we provide accurate and professional reply guidance in the first time; for complex order and after-sales problems, we track and handle them throughout the whole process, and actively synchronize the processing progress to users. At the same time, we collect and sort out user service suggestions regularly, take user feedback as an important basis for platform service optimization and product iteration, and continuously improve service quality and user shopping experience.

Standardized Service Behavior Specifications

All customer service personnel of the platform implement unified standardized service behavior specifications, abide by professional service ethics, and provide equal, polite, professional and rigorous services for all global users. We implement a consistent global service standard system, without differential service treatment for users in different regions, and ensure that every user can enjoy the same high-quality service experience. In the service process, we adhere to the principles of objective reply, standardized processing, patient communication and active responsibility, strictly avoid irregular service behaviors, and maintain a good professional service image. All service processes are recorded and supervised in real time, and the service team will carry out regular professional skill training and service standard assessment to continuously improve professional service capabilities, ensure that all service links are standardized and orderly, and protect users’ legitimate service rights and interests.