Customer Service Policy

Policy Purpose

The Customer Service Policy of sallyhansenus.com is formulated to standardize the platform’s full-link service standards, unify pre-sale consultation, in-sale transaction guarantee and after-sales rights protection processes, and optimize the cross-border shopping experience of users purchasing Sally Hansen nail beauty products. This policy takes user service standardization and rights protection as the core, ensuring that every transaction on the e-commerce platform can obtain professional and standardized service support.

Pre-sale Service Standards

Our customer service team provides comprehensive professional pre-sale consultation services for global users, including product ingredient analysis, clean formula explanation, nail color selection guidance, product durability introduction, nail adaptation effect analysis and platform preferential activity explanation. We accurately answer all users’ questions about nail polish and nail care products, helping users select nail beauty products that match their usage habits and aesthetic preferences.
The platform provides long-term store-wide 70% off exclusive discount benefits. The pre-sale service team will timely interpret discount rules, activity cycle and preferential matching methods to ensure that every user can fully enjoy the platform’s cost-effective shopping benefits and purchase high-quality professional nail beauty products at low cost.

In-sale Service Standards

During users’ order placement and payment settlement, the customer service team provides real-time auxiliary services, including order information modification, shipping address adjustment, payment failure troubleshooting and order confirmation verification. The platform uniformly uses USD for transaction settlement and provides free global shipping for all products. We will answer users’ questions about settlement rules, freight standards and order preferential matching at any time to ensure transparent, fair and smooth transaction processes.
We monitor the whole process of order review, warehouse processing and logistics outbound, timely feed back order progress to users, and efficiently solve abnormal problems in the transaction process to ensure that users’ orders are completed smoothly.

After-sales Service Standards

sallyhansenus.com implements a perfect after-sales service protection system. All platform orders enjoy a 60-day free return policy with zero return freight cost for users. After the returned products are verified, the platform will complete the refund process within 5 to 10 working days. For product quality problems, transportation damage, wrong delivery and other platform responsible problems, we provide free return, exchange and full refund services, and fully bear relevant service responsibilities.
For users’ after-sales demands such as product use consultation, nail care guidance and logistics exception feedback, our after-sales team will respond quickly, provide targeted solutions, and track the processing progress until the problem is completely solved, fully protecting users’ legitimate shopping rights and interests.

Service Optimization Commitment

The platform’s customer service team provides long-term online service support. Users can consult and feedback problems through authorized reseller email channels at any time. We adhere to the user-first service tenet, standardize service words and operation processes, and ensure efficient and professional response to every user demand.
We will continuously collect user service feedback, summarize service problems, optimize service processes, and constantly upgrade the service system of sallyhansenus.com to create a reassuring, convenient and professional one-stop nail beauty shopping environment for global users.

 

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