Customer Service Policy

1. Service Commitment

somaus.it.com adheres to the service tenet of customer-centric and integrity-based operation, and is committed to providing professional, efficient, standardized and thoughtful one-stop online shopping services for all users. This Customer Service Policy standardizes all customer service links of the platform, including pre-sales consultation, order service, logistics follow-up, after-sales return and refund, complaint feedback and other full-link service rules, ensuring that every user can enjoy standardized and high-quality shopping services on the platform.

2. Multi-Channel Service Contact

To meet users’ different consultation and service demands, somaus.it.com provides dedicated multi-channel authorized reseller service email support. Users can conduct pre-sales product consultation, order problem feedback, after-sales service application, wholesale business negotiation and platform business cooperation through different dedicated mailboxes. The authorized reseller dedicated service mailboxes are as follows: press@somaus.it.com for platform press cooperation and authorized reseller business communication; support@somaus.it.com for daily user consultation, order problem solving and after-sales service docking; wholesale@somaus.it.com for wholesale business consultation, bulk order cooperation and merchant docking services. Our service team will reply to user emails in the shortest time to solve user problems efficiently.

3. Pre-Sales Service Standard

In the pre-sales stage, our customer service team provides comprehensive product consultation services, including product size selection, fabric introduction, style matching, discount activity explanation, shipping rule consultation and other content. We will answer all user shopping questions patiently and professionally, help users accurately understand product information and platform preferential rules, and assist users in completing accurate order placement, effectively avoiding shopping doubts and errors.

4. In-Order Service Standard

During the order generation and execution stage, we provide full-process order tracking service. Users can consult customer service about order payment verification, shipment progress, logistics tracking and order modification problems at any time. We will timely feed back the latest order status to users, solve abnormal order problems such as pending payment, delayed shipment and logistics stagnation, and ensure the smooth progress of all platform orders.

5. After-Sales Service Standard

In terms of after-sales services, we strictly implement the platform’s 60-day free return, 5-10 working days refund and full-site free shipping policies. For user after-sales demands such as product quality problems, inappropriate size and unsatisfactory styles, we provide simple and convenient return and refund processing channels. The after-sales team will review user applications efficiently, standardize the processing process, and fully protect users’ legitimate after-sales rights and interests. For any after-sales disputes and problems, we will adhere to the principle of fairness and impartiality to negotiate and solve them.

6. User Feedback & Complaint Handling

somaus.it.com attaches great importance to user shopping experience and feedback suggestions. Users can feed back shopping experience, service suggestions and complaint problems through the authorized reseller service email. We will record all user feedback in detail, conduct targeted investigation and processing, and reply to users with processing results within the specified time. We will continuously optimize product quality and service process according to user feedback to improve the overall shopping experience of the platform.

7. Service Optimization & Upgrade

We will regularly sort out user service demands and problem feedback, continuously optimize customer service processes, improve service response efficiency and professional service level, and improve the service system of somaus.it.com in an all-round way, striving to provide users with more intimate, efficient and secure online intimate apparel shopping services.

 

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