Customer Service Policy
Introduction
This Customer Service Policy outlines the complete set of service standards, shopping rules, and after-sales guarantees provided by our brand for all customers who purchase products through our official independent website. Our core service principle is to deliver a reliable, transparent, and customer-friendly shopping experience for every consumer around the world, especially for customers located in the United States. All service clauses formulated on this page are applicable to all orders generated on our official website, covering order processing, shipping and delivery, tariff and fee instructions, return and exchange rules, refund procedures, currency settlement, and customer contact channels.
We adhere to the service tenet of customer first, standardized process, and transparent rules. All shopping links follow unified and standardized operating procedures to eliminate hidden charges and complicated shopping thresholds. We are committed to allowing every customer to enjoy high-quality western apparel products, favorable discount benefits, and worry-free full-cycle shopping services. By establishing a complete customer service system, we ensure that every customer’s legitimate shopping rights and interests are fully protected during the entire consumption process.
Order Processing & Shipping Policy
All orders placed on our official website will undergo standardized manual review and systematic processing to ensure the accuracy of order information, product specifications, and delivery addresses. After the customer completes the payment successfully, our warehouse and operation team will process and arrange shipment within 1 to 3 working days. We strictly follow the order placement sequence for shipment arrangement without arbitrary delay or order backlog. During peak shopping seasons or routine warehouse inventory periods, individual orders may encounter slight processing delays, and we will always maintain stable processing efficiency to minimize customer waiting time.
We cooperate with high-quality and stable global logistics providers to provide efficient and safe cross-border transportation services for all orders. After the order is shipped, the estimated delivery time ranges from 6 to 12 working days, depending on the customer’s delivery destination, local logistics efficiency, and routine customs clearance inspection. Once the goods are dispatched, we will update the real-time logistics tracking information on the website order page. Customers can check the transportation status, customs clearance progress, and delivery dynamics of the order at any time to grasp the entire logistics process.
To bring customers the most cost-effective shopping experience, we implement a global free shipping policy for all products and all orders. No matter which region or country the customer is located in, there is no shipping fee, handling fee, or logistics surcharge of any kind. All logistics transportation costs are fully borne by our brand, helping customers save extra shopping expenses and realize zero-cost logistics delivery.
Tariff & Additional Fee Policy
In order to completely solve the extra cost troubles of cross-border shopping for customers, our brand fully undertakes all tariffs, customs duties, and official inspection fees incurred during the customs clearance and transportation of all orders. All price displays on our official website are final settlement prices, including product value, logistics fees, and all possible tariff costs. Customers do not need to pay any additional fees to customs, logistics companies, or any other institutions after placing an order.
There are no hidden charges, service fees, or subsequent incremental fees in all shopping links. We always maintain transparent pricing and standardized charging rules, ensuring that the amount customers pay during order settlement is the only consumption cost of the entire shopping process. This policy effectively avoids the additional expenditure risks of traditional cross-border shopping, greatly optimizes the customer shopping experience, and realizes real worry-free cross-border consumption.
Return & Exchange Policy
We provide a long-cycle and humanized after-sales return service for all customers, supporting a 60-day return policy. Within 60 days after the customer successfully receives the goods, if the customer is not satisfied with the product size, wearing effect, style matching, or other non-quality problems, or encounters product quality defects, damage during transportation, wrong goods delivery, missing accessories and other abnormal situations, the customer can apply for return service through the official contact channel.
All return applications follow simple and efficient processing procedures without complicated review links and threshold restrictions. When applying for a return, customers only need to provide valid order information and real product pictures according to the guidance of our customer service team. After verifying the authenticity and validity of the return application, we will issue a formal return authorization and guide customers to complete the return delivery operation.
To ensure the smooth progress of return processing, the returned products need to keep intact labels, original packaging, and unused appearance, without man-made damage, washing, modification, and secondary wear traces. We will strictly check the returned goods after receiving them, and confirm the completion of the return acceptance in line with the unified inspection standards.
Refund Policy
After we receive and complete the inspection and verification of the returned products, we will immediately initiate the refund process. The entire refund processing cycle is 5 to 10 working days. The refund will be returned to the customer’s original payment account through the original payment channel. Due to the different processing rules of different payment platforms, the final arrival time of the refund may have a slight delay, which belongs to the normal business scope of financial payment processing.
For orders that meet the return conditions, we will fully refund the customer’s actual payment amount. There is no deduction of handling fee, return fee, service fee and other miscellaneous fees. For individual abnormal orders such as defective products and wrong delivery caused by our brand’s reasons, we will take the initiative to bear the corresponding after-sales cost and fully protect the legitimate rights and interests of customers.
If the customer cancels the order before shipment, we will review the cancellation application in a timely manner and complete the full refund processing in accordance with the refund cycle rules. For orders that have been shipped, the order cannot be cancelled actively, and customers can apply for return and refund after receiving the goods in accordance with the return policy.
Currency Settlement Rules
To adapt to the consumption habits of American customers and meet the unified settlement standards of global cross-border e-commerce, all product pricing, order settlement, and refund settlement on our official website are uniformly denominated and settled in USD (United States Dollar). All displayed prices, discount prices, and final payment prices are subject to US dollar pricing, with unified and standardized settlement standards.
The website will automatically complete currency conversion and price display according to the customer’s browsing region, but the final order settlement currency is still US dollars, which ensures the consistency and accuracy of order funds, avoids settlement errors caused by currency conversion, and provides customers with a more standardized and convenient payment and refund experience.
Customer Contact & Support Service
We provide professional and exclusive customer support services for all consumers. For any shopping consultation, product parameter inquiry, order status query, logistics progress consultation, discount activity consultation, return and refund application, after-sales problem feedback, and other service demands, customers can initiate consultation and feedback through the independent Contact Us page on our official website.
Our professional customer service team has rich experience in cross-border e-commerce service, familiar with product characteristics, order processing rules and after-sales service standards. We will respond to customer demands in the fastest time, answer customer questions patiently and professionally, solve all shopping and after-sales problems for customers, and ensure that every customer can obtain efficient and reliable service support.
Service Commitment & Update Statement
We have always taken standardized services, transparent rules, and customer satisfaction as our core service commitments. All service policies are formulated based on the principle of fairness, openness and transparency, focusing on protecting the legitimate consumption rights and interests of every customer. We will continue to optimize the service process, improve the service system, and upgrade the shopping experience according to customer feedback and market changes.
We reserve the right to update and adjust this Customer Service Policy in due course. All policy adjustments will be displayed on the official website page in the form of public announcements. The updated policy will take effect immediately after publication, and continue to provide customers with standardized and high-quality customer service guarantees.
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