Customer Service Policy

Service Mission


The customer service team at Alwaysmalls is guided by a core mission: to provide prompt, professional and personalized support to every customer, ensuring that all questions, concerns and issues are resolved quickly and to your complete satisfaction. We believe that exceptional customer service is the foundation of a great e-commerce experience, and we are committed to making every interaction with our team positive, helpful and hassle-free. Whether you have a question about a product, need assistance with an order, or want to initiate a return or refund, our team is here to support you every step of the way.

Customer Service Channels


We offer dedicated email support channels for different types of inquiries, ensuring that your message is directed to the right team for the fastest response. All customer service emails are managed by our trained support team, and we prioritize timely and accurate responses for all inquiries:

  1. General Customer Support: [email protected] – For order-related questions, product inquiries, return/refund requests, shipping issues and all other general customer concerns.
  2. Press Inquiries: [email protected] – For media, press and brand partnership inquiries.
  3. Wholesale Inquiries: [email protected] – For bulk purchase, wholesale and business partnership inquiries.

Our website (https://alwaysmalls.com/) also features a comprehensive FAQ section with answers to the most commonly asked questions, available 24/7 for your convenience.

Service Response Time


We are committed to responding to all customer service inquiries in a timely manner, with the following standard response timelines:

  • General Customer Support: We aim to respond to all emails within 1-2 business days. For urgent order-related issues, we prioritize responses and resolution within 1 business day.
  • Press & Wholesale Inquiries: We aim to respond to all professional inquiries within 2-3 business days, with detailed information and follow-up as needed.

Response times may be slightly extended during peak shopping periods or holidays, and we will always inform you if your inquiry requires additional time to resolve, with regular updates provided until your issue is closed.

Issue Resolution Process


Our customer service team follows a structured resolution process to ensure that your issues are addressed thoroughly and efficiently:

  1. Inquiry Receipt & Review: We review your inquiry and verify all relevant details (e.g., order number, product information, account details).
  2. Initial Response: We send an initial response to confirm receipt of your inquiry, provide a case reference number (if applicable) and outline the next steps for resolution.
  3. Issue Investigation & Resolution: We investigate your issue, work with relevant internal teams (e.g., warehouse, shipping, finance) to resolve the problem, and provide a clear solution or resolution to you.
  4. Follow-Up: After resolving your issue, we may follow up to ensure that you are satisfied with the outcome and to address any additional questions or concerns you may have.

We strive to resolve all issues on the first contact whenever possible, and we never close a customer service case until you confirm that your issue has been resolved to your satisfaction.

Service Standards & Commitments


All members of our customer service team are trained to adhere to strict service standards, ensuring a consistent and high-quality experience for every customer:

  1. Professionalism: Our team is knowledgeable about all our products, policies and services, and provides accurate, clear and helpful information in all communications.
  2. Empathy: We listen to your concerns and approach every interaction with care and understanding, recognizing the unique needs of each customer.
  3. Transparency: We provide honest and clear information about our policies, processes and resolution options, with no hidden fees or unexpected conditions.
  4. Accountability: We take responsibility for any errors or issues caused by our operations, and we work to resolve them quickly and fairly, with your best interests in mind.

We are committed to continuous improvement of our customer service, and we regularly collect feedback from our customers to refine our processes, train our team and enhance our support services.

After-Sales Support


Our customer service does not end with the delivery of your order—we provide comprehensive after-sales support for all purchases, including:

  • Assistance with order tracking and delivery issues.
  • Guidance on initiating returns and refunds, including free return shipping label provision.
  • Resolution of product quality issues (e.g., damaged or defective items) with free replacements or full refunds.
  • Follow-up support for any post-delivery questions or concerns about our products.