Customer Service Policy

Service Purpose

morpheonline.com is committed to providing global users with professional, efficient and intimate one-stop customer service, covering pre-sales consultation, in-sales guidance and after-sales guarantee of all platform commodities. We take solving user problems and optimizing shopping experience as the core service goal, and build a full-cycle service system for beauty e-commerce shopping.

Service Channels & Working Mode

We provide dedicated email customer service channels for different business scenarios to ensure precise and efficient problem handling. Users can consult product details, preferential activities and shopping guidelines via support@morpheonline.com; submit media cooperation and brand consultation via press@morpheonline.com; negotiate wholesale business and bulk order cooperation via wholesale@morpheonline.com. Our customer service team will reply to user messages within the shortest working time to ensure timely communication.

Pre-sales Service Content

In the pre-sales stage, our customer service team provides users with comprehensive product consultation services, including product ingredient introduction, usage methods, color matching guidance, skin adaptability suggestions, product authenticity verification and preferential activity rules explanation. We help users fully understand product information, avoid blind purchase, and provide professional beauty matching suggestions according to user needs.

In-sales Service Content

During the order placement and payment process, we provide users with order guidance, payment problem solving, address modification, order information adjustment and order status query services. For abnormal orders such as payment failure and order cancellation, our team will assist users in troubleshooting and processing in a timely manner to ensure the smooth completion of user orders.

After-sales Service Guarantee

In the after-sales stage, we provide comprehensive after-sales services including order logistics query, return and refund processing, product problem after-sales verification and complaint handling. We strictly abide by the platform’s 60-day free return, 5-10 working days refund and full-site free shipping service commitments, and solve all after-sales problems for users with standardized processes and efficient efficiency.

Service Specification & Complaint Handling

All customer service behaviors of the platform abide by standardized service specifications, adhering to the principles of fairness, professionalism and patience to serve every user. For user complaints and service suggestions, we will record and verify them in real time, feed back the processing results to users within the working cycle, and continuously optimize platform services according to user feedback to improve overall shopping experience.
Platform domain: morpheonline.com

 

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