Contact information

1 Online Consultation Channels


  1. Website Real-time Online Customer Service: After logging into your buyergood member account, a persistent real-time text chat pop-up window will be displayed at the bottom right of each page. You can communicate with online agents instantly about all questions such as lingerie size and fabric details, inventory inquiry, order payment failure, logistics tracking, return and exchange application, defective product compensation and account problems.
  2. Exclusive Official Customer Service Email: Our dedicated after-sales mailbox supports sending pictures, videos and order vouchers, which is suitable for submitting formal return and exchange applications, defective lingerie evidence materials and written consultation for complex order disputes. All emails will be sorted and replied by professional exclusive after-sales specialists.

2 Customer Service Working Hours


Our customer service team implements a shift rotation system covering most global customer active time zones, with a long overall daily service period. There is a fixed core working period every day with the fastest agent response speed; general consultation questions submitted during core hours can get a reply within tens of minutes. All chat messages and emails received outside core working hours, late at night and on regional rest days will be queued and processed in order at the start of the next core service period. Complex after-sales verification, refund review and multi-step damage claim processing will take a longer handling time accordingly.

During regional statutory public holidays, the number of on-duty customer service staff will be reduced, resulting in delayed response speed for all consultation and after-sales application reviews. It is recommended that you submit non-urgent consultation demands outside holiday periods for faster processing.

3 Consultable Business Scope


Our customer service team can assist you with all demands including lingerie fabric and size consultation, stock quantity inquiry, credit card payment exception handling, logistics parcel tracking and delivery problems, 30-day return and exchange application guidance, exchange operation of defective intimate apparel, account registration and login troubleshooting, personal privacy information modification, full policy clause interpretation, brand cooperation consultation and promotional activity inquiry.

4 Consultation Submission Notes


When sending chat messages or email consultation requests, please attach your unique corresponding order number and clearly describe your problem content. For defective goods and wrong delivery after-sales demands, please attach complete real photo vouchers to help agents quickly verify your order information and shorten the overall processing cycle. Repeated spam messages, harassing messages and irrelevant advertising content sent to the consultation channel will not be replied.