We value your experience and take all service-related feedback seriously.    Your complaints help us identify gaps, improve processes, and deliver better support—we’re committed to resolving your concerns fairly and efficiently.
How to Submit a Complaint
You can raise a service complaint through the following official channels, with clear details to help us address issues quickly:
Email: Send your complaint to our dedicated support with the same details as above.
Phone: Call our customer support hotline during working hours (Mon–Fri, 9:00–18:00 [Time Zone])—our team will record your concern and guide you through follow-up steps.
Our Complaint Handling Process
Acknowledgment: We confirm receipt of your complaint within 24 working hours, providing a unique reference number for tracking.
Investigation: Our team reviews your case, coordinates with relevant departments (e.g., logistics, sales, after-sales), and gathers necessary information—this takes up to 3 working days.
Resolution & Feedback: We share our findings and proposed solution (e.g., compensation, process correction, follow-up support) with you within 5 working days.    We’ll adjust the solution based on your feedback until the issue is resolved.
Our Commitment
We protect your personal and order information throughout the process, in line with data privacy standards.
We ensure fair, unbiased handling of every complaint—no matter the issue size.
Your trust drives our improvement.    If you have concerns about our service, please don’t hesitate to reach out.