Contact information

1. Official Consultation Channels

Website Real-Time Online Customer Service: After logging into your Buyergood member account, a persistent real-time chat popup window will be available at the bottom right corner of every webpage. You can instantly connect with our customer service agents for all inquiries, including lingerie size and fabric details, stock availability, payment failures, logistics tracking, return and exchange applications, defective product compensation, and account-related issues.

Exclusive Official Customer Service Email: Our dedicated after-sales email supports image, video and order voucher attachments. It is designed for formal return and exchange submissions, defective product evidence delivery, and written consultations for complex order disputes. All email inquiries are sorted and professionally replied to by our exclusive after-sales specialists.

2. Customer Service Working Hours

Our customer service team operates a cross-timezone shift system to cover most global user active hours with extended daily service availability. We maintain fixed daily core working hours for optimal response efficiency, where general consultations can be replied to within minutes. All chat messages and emails received outside core working hours, during late night hours, or on regional rest days will be queued and processed sequentially once the next core service period begins.

Complex after-sales procedures, including verification reviews, refund audits and multi-step defect claims, require extended processing time. During regional statutory public holidays, on-duty staff will be reduced, leading to delayed responses for all consultations and after-sales reviews. For faster processing, we recommend submitting non-urgent inquiries outside holiday periods.

3. Consultation Service Scope

Our customer service team provides comprehensive support covering: lingerie fabric and size guidance, stock inquiries, credit card payment error resolution, logistics tracking and delivery issue handling, 30-day return and exchange assistance, defective product replacement services, account registration and login troubleshooting, personal privacy information modification, official policy interpretation, brand cooperation consultation, and promotional activity inquiries.

4. Consultation Submission Notes

When submitting online chat or email consultations, please include your valid order number and a clear description of your issue. For defective items, wrong deliveries and other after-sales requests, please attach complete real photo evidence to accelerate order verification and shorten processing cycles. We do not respond to repeated spam messages, malicious harassment and irrelevant advertising content submitted via official service channels.