Customer Service Policy

This Customer Service Policy is formulated by aloha-collectionussale.com to standardize all customer service work, service standards, service scope, work specifications, complaint handling, consulting response and user rights protection of our e-commerce platform. This policy is applicable to all customer service staff of aloha-collectionussale.com and all users who use the platform’s customer service system, including pre-sales consulting customers, ordering users, after-sales service applicants, complaint users and cooperative customers. The core service tenet of our customer service team is integrity, professionalism, enthusiasm, efficiency and user first. All customer service work shall be carried out in strict accordance with the provisions of this policy, to create a warm, standardized and worry-free service environment for every user of aloha-collectionussale.com.

1. General Service Overview & Service Principles

aloha-collectionussale.com is a global online discount e-commerce platform operating ALOHA Collection splash-proof travel bags and accessories. Our customer service system runs through all links of user shopping, including pre-sales product consultation, order guidance, in-transit logistics inquiry, after-sales return and refund processing, product use guidance, complaint acceptance and problem solving. We provide full-cycle customer service for all users around the world, and break the restriction of regional time difference as much as possible to respond to user demands.
All customer service work abides by the following basic principles: First, the principle of equality of service. All users, regardless of region, order amount, user type, are treated equally by the customer service team, and there is no differential service or perfunctory reception. Second, the principle of professionalism. All customer service staff have received professional training on product knowledge, platform rules, logistics process and after-sales policies, and can provide accurate and professional answers. Third, the principle of timeliness. Respond to user’s consultation and feedback as soon as possible to avoid long-term waiting for users. Fourth, the principle of patience and courtesy. Maintain polite communication in all communication processes, and patiently explain rules and solutions for users’ questions and doubts. Fifth, the principle of problem-oriented. Take solving user problems as the core goal, and follow up every demand until the problem is properly solved.
All services of aloha-collectionussale.com are based on the platform’s published rules such as Shipping Policy, Refund Policy, Privacy Policy and Terms of Use. The customer service team has no right to arbitrarily change the platform’s established rules, but will try their best to explain the rules for users and provide compliant solutions within the scope of the policy.

2. Service Channels & Contact Methods

We provide a variety of formal customer service channels on aloha-collectionussale.com to meet the different communication habits and demands of global users. All service channels are supervised by special personnel to ensure normal operation.
2.1 Dedicated Service Email (Core Channel)
Email is our most important and stable customer service channel, suitable for all kinds of formal consultation, after-sales application, complaint feedback, document delivery and long-term communication. We have set up three dedicated classified email accounts:
  1. support@aloha-collectionussale.com: Dedicated customer support email, mainly responsible for pre-sales product consultation, order problem inquiry, logistics tracking, return and refund application, after-sales problem handling, user complaint and daily service demands. This is the most commonly used service channel for ordinary customers.
  2. press@aloha-collectionussale.com: Press and media dedicated email, responsible for media interview, brand publicity, content cooperation, news release and other media related business communication.
  3. wholesale@aloha-collectionussale.com: Wholesale business dedicated email, specially used for bulk purchase consultation, wholesale price negotiation, bulk order customization, long-term cooperative docking and other wholesale business services.
Users can select the corresponding email according to their own demands to send messages. We classify and distribute all received emails uniformly, and arrange special personnel to reply and handle them.
2.2 Website Background Message System
After logging in to the personal account of aloha-collectionussale.com, users can use the background message function to send consultation and feedback. This channel is associated with the user’s order information, which is convenient for customer service staff to quickly view order details and solve problems. The message system is synchronized with the customer service background in real time.
2.3 Platform Public Comment & Feedback Area
We set up product comment area and public feedback area on the website. Users can publish product experience, service evaluation and public suggestions in the corresponding area. The customer service team will regularly check the content of the public area, reply to universal questions and collect user suggestions for platform optimization.
We do not provide temporary unofficial communication channels, and all formal service communication must be carried out through the above designated channels, so as to ensure the traceability and safety of service records.

3. Service Scope & Detailed Service Content

Our customer service scope covers all business links of aloha-collectionussale.com, which is divided into pre-sales service, in-order service, after-sales service and comprehensive service four modules.
3.1 Pre-sales Customer Service
Pre-sales service is oriented to users who browse products and intend to purchase, mainly including: introduction of product details, including product style, size, material, Splash-Proof® functional characteristics, applicable scenarios, usage methods and maintenance skills; explanation of platform preferential rules, discount activities and inventory status; guidance of account registration, login and operation steps; interpretation of basic shopping rules such as free shipping standard, payment method and currency specification (unified USD); answer users’ questions about product difference, crowd adaptation and matching suggestions. The pre-sales service aims to help users fully understand products and platform rules, and assist users to complete shopping preparation correctly.
3.2 In-order Service
In-order service targets users who have completed order placement and are waiting for delivery, including: order information modification (receiving address, contact information, etc., before shipment); order status inquiry (order payment confirmation, warehouse processing progress, shipment status); logistics problem consultation (logistics carrier introduction, tracking method, delivery time explanation, 1-3 days shipment and 6-12 days delivery rules); handling of order error feedback (wrong selection of product style, size and quantity before shipment). The in-order service ensures that every link of the order from placement to shipment is transparent and controllable.
3.3 After-sales Customer Service
After-sales service is the core part of customer service, corresponding to the platform’s return, refund, product use and other links, including: guidance of 60-day free return process, explanation of return conditions and return address; follow-up of refund progress, interpretation of 5-10 days refund processing cycle and fund arrival problems; handling of product quality problems, transportation damage, missing accessories and other after-sales failures; solution consultation for product use failure and maintenance problems; handling of returned package logistics problems. All after-sales services are carried out in strict accordance with Refund Policy and Shipping Policy.
3.4 Comprehensive Service & Complaint Handling
Comprehensive service includes receiving users’ suggestions for website optimization, product update and service improvement; accepting users’ complaints about product quality, logistics service, customer service attitude and rule execution; handling special business consultation such as wholesale cooperation, media cooperation and enterprise group purchase; interpreting all platform public policies such as Privacy Policy, Terms of Use and Terms of Purchase. For all user complaints, we will record them one by one, verify the facts, formulate solutions, and follow up the processing result until the user is satisfied.

4. Service Response Time & Working Specifications

In view of the characteristics of global users of aloha-collectionussale.com with different time zones, we formulate a unified response time standard for all service channels: For emails sent to support@aloha-collectionussale.com, press@aloha-collectionussale.com and wholesale@aloha-collectionussale.com, our customer service team will complete the receipt and preliminary sorting within 24 hours, and give a formal targeted reply within 48 hours. For urgent after-sales problems and order failure problems, we will prioritize processing and shorten the response time as much as possible.
For messages from the website background message system, we will check and reply within 24 working hours. For comments and suggestions in the public feedback area, we will reply to universal questions within 3 working days.
All customer service staff shall abide by the following work specifications during communication: Use standardized and polite language, do not use abusive, provocative and perfunctory words; objectively explain platform rules, do not make arbitrary promises beyond the service scope and policy provisions; record all user consultation content, problem details and communication content completely to form a complete service record; keep the user’s feedback information and personal information confidential, and do not disclose the user’s private content to irrelevant third parties.

5. User’s Rights & Obligations in Service Process

5.1 User’s Rights
Users enjoy the right to obtain accurate, professional and polite service replies within the specified response time; the right to feedback problems, put forward suggestions and file complaints to the customer service team; the right to require the customer service team to explain the platform rules and service processes in detail; the right to request the protection of their personal information and communication content during the service process; the right to query historical service records and problem processing progress. If you think the customer service staff has a bad attitude, irregular operation or improper handling of problems, you can file a complaint to the superior management of the platform.
5.2 User’s Obligations
Users shall abide by the principle of civilized communication when using customer service channels, and shall not send malicious harassment, abusive language, false information and invalid spam information; when feedbacking problems and applying for after-sales service, provide true, effective and detailed problem descriptions and corresponding proof materials (pictures, videos, order numbers, etc.), and shall not fabricate facts or forge proof to put forward unreasonable demands; actively cooperate with the customer service team to verify information and solve problems, and truthfully feedback the actual situation of the goods and orders; do not use the customer service channel to carry out illegal activities, illegal publicity and other behaviors violating laws and regulations. If the user violates the above obligations and interferes with the normal operation of the customer service system, we have the right to suspend the service for the corresponding user.

6. Special Problem Handling Rules

6.1 Batch Consultation & Wholesale Customer Service
For wholesale customers with bulk order demands, our professional wholesale customer service team will provide one-to-one docking service, answer questions about wholesale price, batch inventory, bulk logistics and after-sales rules, and formulate targeted service schemes according to the scale of cooperation. Wholesale customers please communicate through wholesale@aloha-collectionussale.com specially.
6.2 Media & Press Service
For media journalists and publicity institutions, the press customer service team will provide official product information, brand introduction and platform publicity materials, and arrange relevant cooperation work according to the cooperation intention. All media communication is uniformly undertaken by press@aloha-collectionussale.com.
6.3 Complex Dispute Handling
For complex service disputes involving product quality, logistics liability, refund recognition and other multi-party problems, the customer service team will sort out the whole process evidence, invite the quality inspection department, logistics department and financial department to jointly verify, formulate a fair solution according to the platform policies and actual facts, and communicate with the user repeatedly until the dispute is resolved.

7. Policy Revision & Interpretation Right

aloha-collectionussale.com reserves the right to revise and supplement this Customer Service Policy according to the adjustment of service team, optimization of service channels and upgrade of service standards. The revised policy will be published on the website, and all services after the revision shall be implemented in accordance with the new policy.
If you have any questions about this Customer Service Policy, please contact support@aloha-collectionussale.com. All customer service work of aloha-collectionussale.com is subject to this policy, and the final interpretation right belongs to aloha-collectionussale.com.

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