Terms Of Service
1. Policy Basis and Scope of Application
This service policy is formulated in accordance with the EU Electronic Commerce Directive (2000/31/EC), the Consumer Protection Directive (2019/2161), and relevant e-commerce regulations of member states. It applies to all users within the EU (hereinafter referred to as "you") who browse, inquire about, place orders, and handle after-sales service for men's clothing products through the official e-commerce website ( hereinafter referred to as "the Website").
Regardless of your actual operating device (computer, mobile phone, tablet) or your location within the EU member state, as long as you complete service interactions through this website, you are bound by this policy; if you obtain services through email , website online customer service, or other website-related channels, this policy also applies.
2. Website Basic Service Guarantee
2.1 Website Access and Information Transparency Stable Access Support: We promise that the daily access availability of the website within the EU will not be less than 99.5% (excluding planned maintenance and interruptions caused by force majeure). If the website is inaccessible for an extended period (more than 4 hours) due to technical issues, we will prominently display the cause of the outage and the estimated recovery time on the homepage, and will also notify registered users via their provided email addresses. Orders placed during the outage period may have their payment deadlines extended or be prioritized for shipment, depending on your needs. Information Disclosure Obligation: The website will fully disclose the following information in the "About Us" and "Help Center" sections to ensure compliance with EU e-commerce transparency requirements:
Company Information registered name, registered address, contact information (telephone, email, EU customer service address), and tax registration number; Product Information: Detailed specifications for all menswear products (fabric composition, size chart, washing instructions), accurate pricing (including VAT), inventory status (updated in real time), delivery range and delivery time (related to the EU Transport Policy); Service Rules: Return and exchange process (related to the EU Return and Exchange Policy), payment methods, privacy protection (related to the EU Privacy Policy), etc. All rules are presented in clear and easy-to-understand Chinese, without any ambiguous or misleading statements.
2.2 Order Service Specifications Order Generation and Confirmation: After you submit your order and complete payment on the website, the system will send an "Order Confirmation Email" to your registered email address within 1 hour. The email will contain key information such as the order number, product details, payment amount, and estimated delivery time (refer to the "5-7 working days preparation" standard in the EU Transport Policy).
If there are any errors in the order information (such as an incorrect shipping address), you can apply for modification through the "My Orders" page within 24 hours after payment, or contact customer service for assistance. Orders exceeding this period will be processed according to the return and exchange procedure.
Order Cancellation and Modification: You can cancel your order at any time through the website if it is in the "Unshipped" status. The system will review your application within 2 business days, and a full refund will be processed within 14 business days after approval (the refund path is the same as the payment path). If you need to change the items in your order (such as changing the size or color) and the item is still in stock, you can contact customer service to apply for the change before shipment. If there is a difference in the order amount after the change, the difference will be refunded or charged accordingly (the refund timeframe is the same as for order cancellation refunds; the additional payment must be completed within 24 hours, otherwise the change will be invalid).
3. Customer Service Support System
3.1 Customer Service Channels and Response Time
We provide EU users with multi-channel customer service support to ensure timely resolution of issues:
Online Customer Service: The website's "Help Center" section has a 24-hour online customer service portal (Monday to Sunday 00:00-24:00 Central European Time), supporting text inquiries. For general issues (such as product inquiries and order tracking), customer service will respond within 5 minutes; for complex issues (such as after-sales disputes and logistics anomalies), a preliminary solution will be provided within 30 minutes. If further verification is required, the follow-up timeframe will be clearly stated (no more than 2 business days).
Email Customer Service: Send inquiries to . We promise to reply within 24 hours on weekdays (Monday to Friday 9:00-18:00 Central European Time). Inquiries on non-working days will be replied to before 12:00 on the following working day. It is recommended that the email subject be marked with "Inquiry Type + Order Number" (e.g., "Product Inquiry + ORD2025XXXX") for quick identification of the need. Telephone Customer Service (within the EU): We provide a toll-free customer service hotline within the EU (number listed in the "Contact Us" section of our website).
Service hours are Monday to Friday 9:00-18:00 Central European Time, and Saturday 10:00-16:00. Telephone inquiries will be handled by a live agent to avoid the cumbersome automated voice navigation process. Call recordings will be retained in accordance with the law (for a period of 3 months) for dispute resolution and service optimization.
3.2 Multilingual Service Guarantee Considering the multilingual environment of the EU, the website's core service scenarios offer multilingual support: Website Interface Language: Supports switching between six languages: Chinese, English, German, French, Spanish, and Italian. Users can select their preferred language in the top navigation bar. After switching, all product information, service rules, and form content will be updated to the corresponding language to ensure accurate information comprehension. Customer Service Language Capabilities: The online and telephone customer service teams are proficient in at least two official EU languages (English + one member state language). If you need to consult in another member state language, you can schedule a dedicated customer service representative in advance via email. We will arrange for a representative with the corresponding language proficiency to connect with you within 48 hours.
4. After-sales Service and Dispute Resolution
4.1 After-sales Service Collaboration
This policy is coordinated with the EU Return and Exchange Policy and the EU Transport Policy to ensure seamless after-sales process:
Return and Exchange Service Collaboration: After you submit a return or exchange application through the "After-sales Center" on the website, the system will automatically link the order information and logistics data. Customer service will review it within 2 business days and simultaneously push the return address and logistics label (electronic label that meets EU environmental protection requirements and can be printed directly); exchange orders will be prioritized for locking inventory to avoid service delays due to stock shortages.
Logistics Issue Response: If you encounter problems such as package delays, loss, or damage during the transportation of goods (refer to the timeliness standards of the EU Transport Policy), you can submit feedback through the "Logistics Tracking" section of the website or contact customer service for assistance; customer service will liaise with partner logistics providers (such as DHL, DPD) within 1 business day to obtain the latest logistics progress and synchronize solutions with you (such as reshipment, refund).
4.2 Dispute Resolution Mechanism
Internal Complaint Handling: If you are dissatisfied with the website's services (such as customer service attitude or after-sales results), you can submit a written complaint through the website's "Complaints and Suggestions" channel. Please specify the reason for the complaint, relevant evidence (such as chat logs or email screenshots), and your desired solution. We will establish a dedicated complaint handling team to complete the investigation within 3 working days and provide a written result within 5 working days. If you are not satisfied with the result, you can apply for a second review (the review period shall not exceed 2 working days).
EU Online Dispute Resolution (ODR) Connection: According to the EU Online Dispute Resolution Regulation (2013/524/EU), if your dispute with us cannot be resolved through internal negotiation, you can submit a dispute resolution application through the European Commission's official ODR platform (ec.europa.eu/odr). We will actively cooperate with the ODR platform's mediation process, providing necessary evidence such as orders and communication records to ensure fair dispute resolution. Consumer Association Collaboration: You can also file a complaint with the consumer protection association in your EU member state (such as Verbraucherzentrale in Germany and UFC-Que Choisir in France). We will respect the association's mediation opinions and improve our services or implement solutions based on those opinions.
5. Service Policy Updates and User Notification
Policy Update Rules: If EU e-commerce regulations are adjusted (such as revisions to the E-Commerce Directive) or website service processes are optimized, we will update this policy accordingly. The updated policy will be published in the "Help Center - Service Policy" section of the website for a period of no less than 7 days, and will automatically take effect after the publication period. If the update involves core user rights (such as extended customer service timelines or stricter after-sales conditions), we will send an additional update notification to the registered user's email address, clearly informing them of the key changes and the effective date. Policy Inquiry and Saving: You can download the PDF version of this policy (supporting both Chinese and English) from the website at any time for your records. If you have already placed an order through the website before the policy update, the updated policy will not affect the service commitments corresponding to that order, and the policy at the time the order was placed will still apply.
6. Supplementary Provisions
Any matters not covered in this policy will be handled in accordance with relevant EU e-commerce regulations and other specific policies of(such as privacy policies and shipping policies);
If any terms of this policy conflict with local regulations of EU member states, the local regulations of the member state shall prevail, but this shall not affect the validity of the other terms of this policy;
By using the services through the website, you are deemed to have fully read, understood, and agreed to all the contents of this policy. If you do not agree to this policy, please do not use the website services.
For inquiries regarding this policy, please contact us at or through the website's online customer service. We will provide you with detailed answers.