Customer Service Policy
At Hudabeautyusmalls, we are committed to providing every customer with professional, efficient, and considerate service. This Customer Service Policy outlines our service commitments, service scope, and handling procedures for common issues, to ensure you have a worry-free shopping experience.
1. Service Commitment
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Responsive Service: Our customer service team will respond to your inquiries, feedback, or complaint requests within 24 business hours. For urgent issues, we will prioritize processing to minimize any impact on your shopping experience.
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Professional Guidance: Our customer service representatives are professionally trained to have in-depth knowledge of our products (makeup, skincare, fragrance, beauty tools) and shopping processes. They will provide you with accurate product information, usage suggestions, and shopping guidance to help you make informed choices.
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Impartial and Fair Handling: For any disputes or problems arising during the shopping process (such as product quality, order errors, return and exchange issues), we will handle them impartially based on facts and relevant regulations, ensuring the legitimate rights and interests of customers.
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Privacy Protection: We attach great importance to your personal information security. All personal information (such as contact information, order records) provided to us during the service process will be strictly protected in accordance with relevant laws and regulations, and will not be disclosed to any third party without your permission.
2. Service Scope
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Pre-Sales Consultation: Answering questions about product details (ingredients, specifications, usage, applicable groups), product availability, price, promotion activities, and shopping process guidance.
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In-Sales Service: Assisting with order inquiry, order modification (if applicable), payment problem handling, and shipping information confirmation.
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After-Sales Support: Handling product return and exchange, product quality complaint processing, after-sales maintenance consultation (for beauty tools), and feedback on shopping experience.
3. Common Issue Handling Procedures
3.1 Order and Shipping Issues
If you have questions about your order status (such as unshipped, lost in transit, wrong delivery), please contact us with your order number. Our team will verify the information with the logistics department within 1-2 business days and inform you of the handling plan (such as reshipping, refund, or tracking assistance).
3.2 Product Return and Exchange
We accept return and exchange applications for products that meet the following conditions within 30 days of receipt:
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The product is unused, unopened, and in its original packaging (excluding products that are customized or marked as non-returnable due to hygiene reasons, such as lipsticks that have been opened, skincare products that have been used).
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The product has quality problems (such as damage, expiration, inconsistency with the description) and is accompanied by relevant proof (such as photos, videos).
Return and exchange process: Contact customer service to apply → Provide order number and relevant proof → Our team reviews and approves → Arrange return logistics (we will bear the return shipping cost for quality problems; the customer bears the return shipping cost for non-quality reasons such as personal dislike) → Verify the returned product → Process refund or send a replacement.
3.3 Product Quality Complaints
If you find quality problems with the product after receiving it, please contact us immediately and provide the order number, product photos/videos, and a detailed description of the problem. We will conduct a quality inspection and evaluation. If the problem is confirmed to be caused by the product itself, we will provide solutions such as refund, replacement, or compensation according to your needs.
4. Contact Methods
The main way to contact our customer service is via email:
[email protected]. When contacting us, please provide your order number (if applicable) and a detailed description of your needs or problems, which will help us handle your request more efficiently.
We continuously optimize our customer service based on customer feedback. If you have any suggestions for our service, please feel free to let us know. Your trust and support are the driving force for us to move forward.
