Customer Service
Security commitment
We have been closely following the latest epidemic situation of the COVID-19 epidemic. Meanwhile, we've strictly adhered to the guiding opinion of the National Ministry of Public Health, and various public health and disease prevention and control departments of our product suppliers, actively conducting timely and effective measures to prevent and control the epidemic. Apart from that, we've also strengthened relevant requirement standards to our factories and other partners in the supply chain.
We fully empathize with all your concerns during
this period, and we'd like to assure you that the safety and health of all
customers are important to us as always. To ensure the safety of our products,
we've taken the following measures in the production, storage, and logistics:
1.Regarding our product suppliers:
The product factories and material suppliers are in Guangdong, Jiangsu, Zhejiang, Shandong, Hebei, and some others, which are all in the third-tiered districts in terms of the severity of the epidemic and in which the prevention and control measures are fairly standard and effective. To further ensure product safety, our product factories and suppliers have proactively taken the following measures:
1)All employees are equipped with PPE; during work time in the factory, everyone is required to wear face mask, sterilize hands periodically and timely, and wear gloves.
2)Facilities in the factory have been reasonably distanced, and all workers are asked to work beyond required distance during work.
3)Precaution signs and notices have been placed in the factories, in attempts of reinforcing our prevention measures.
4)Each of our partner company have linked with local epidemic prevention and control departments and disinfectants supply organizations, which provide qualified disinfectants to all our employees, especially our logistics teams, and offer trainings on PPE, disinfectants usage, personal health, and other safety knowledge and operations on raising public health standards.
5)Daily sterilizing measures are instituted in our factories, along with higher frequency of cleaning and sterilizing in the uniform production and packaging districts.
6)All staff must check body temperature when entering and exiting the factory, and the regions where their companies are based are also screened and checked. Once fevered or unfit workers are discovered, they will be immediately arranged to be observed and quarantined at home and their health conditions will be timely followed.
7)Migrant workers (including our clients) are required to strictly follow local prevention and control regulations where the company is based.
2.Regarding our storage and logistics supplier - JD.com logistics:
JD.com logistics, our storage and logistic supplier, guarantees the safety of our products in storage, logistics, and delivery processes; JD.com logistics has taken more rigorous measures to combat the epidemic:
In accordance with government's new policies on epidemic prevention and control and under the guidance of local government department, JD.com logistics provides regular NAT to all couriers, lorry and truck drivers, and storage workers to ensure all round safety of the delivery products. Meanwhile, JD.com has constantly raised the staff and product safety guarantee by providing zero-touch delivery and other preventive measures.
1)Four times every day, thorough sterilizing measures will be taken in storage warehouses, on products and facilities, and daily sterilizing record will be kept.
2)All visiting salespersons will be required to take body temperature and register in Beijing Health platform; non-staffs are strictly limited from entering the product warehouse, sorting sectors, and delivery districts.
3)All staff in the storage and logistic departments must strictly check body temperatures on and off work.
4)All staff in the storage and logistic departments are required to wear face masks during work, and sterilize hands regularly.
5)On arrival, each batch of product is sterilized outside the warehouse, and placed inside the warehouse after at least 30 minutes.
3.Our international logistics:SF-International
To ensure the safety of all inbound packages, the Customs at all ports have strengthened epidemic prevention and sterilizing work which may delay the delivery time of your packages. We apologize for any delay it may cause and truly appreciate your patience in this matter.
Registration/Login
On the login page, click "Don't have an account?" you can see two registration methods:
-Users registered via E-mail
can register successfully by directly entering your E-mail address and filling
in relevant contents.
-For users registered
through mobile phone number, please click the check box behind "mobile
phone registration" to open the mobile phone number input column. After
filling in the mobile phone number, click the verification code, and fill in
the relevant content after receiving the verification code to successfully
register.
-On the login page, click "Reset Password", enter the E-mail account, and you can receive the verification code in the inbox, enter the verification code and click “confirm” button, then you can modify the password.
-The password retrieval function of mobile account is still under development and will be launched soon.
Ordering
- Payment methods: Alipay and WeChatPay.
- What should we do when Pay with WeChatPay prompts payment failed when we pay by long pressing the QR code?
Due to the limit of authority of official WeChat rules, the newly launched shopping platform does not provide the function of long press to automatically identify the QR code for payment. For customers encountering such problems, please refer to the following solutions:
1. Save the QR code screenshot of WeChatPay, then send the QR code to other electronic devices, and then scan the QR code that received on other electronic devices with the WeChat from the original phone to complete the payment;
2. When WeChatPay QR code appears, you can directly use another mobile phone's WeChat scanning code to complete the payment;
3. You can choose to pay with Alipay.
1.How long will the order be delivered and when will the goods be received?
-Goods of receiving address in mainland China will be delivered within 48 hours after the order is placed by the customer. The arrival time may refer to the effective time of major mainstream express delivery in accordance with the user's address.
-For the Goods of receiving address outside mainland China, please contact the customer service to communicate the order delivery.
2. Delivery Fee
-Delivery within mainland China: Delivery service is provided by JD.com logistics without additional delivery fee.
-Delivery to Hong Kong, Macao, Taiwan region and overseas: Delivery service provided by SF-International:
1)To Hong Kong, Macao and Taiwan region: Pay-on-delivery by default. (Should you wish to pay in advance, please contact Customer Service via E-mail: service1@cre8te.com.cn to confirm the cost and complete the payment.)
2)To other countries: Once the order has been successfully submitted, Customer Service will contact you via E-mail within 24 hours (1 working day) to follow up with you on the delivery fee and other details.
After-sale service
1. Exchange and Refund Delivery Fee
1)Exchange and refund occurred due to quality issues: Delivery fee will be covered. However, because the warehouse cannot accept pay on delivery, we kindly ask you to pay the delivery first. Once the goods are examined and determined eligible for refund, full refund of the good(s) and delivery fee will be transferred to you separately to the original account.
2)Exchange and refund occurred due to non-quality reasons: Delivery fee will be covered by whomever makes the delivery. (e.g. When sent out by consumer, consumer pays; when sent out by central warehouse, paid by central warehouse.)
2.Return and Exchange process in all regions:
Return and Exchange function of the platform is still under development, Please look forward to it. If you encounter goods that you want to return or exchange, you can send an email to service1@cre8te.com.cn Or call 400 - 897 - 0688 (mainland China), 0086-10-69518806 (Hong Kong, Macao, Taiwan and overseas) to apply for goods return and exchange，Once the goods are examined and determined eligible for refund, full refund of the good(s) and delivery fee will be transferred to you separately to the original account.
3. Goods that were not purchased from this portal are not eligible for refund.
4. Please note that refund policy may differ based on different goods. For more detail, please contact Customer Service via phone and/or E-mail. Cre8te has the right to examine and determine whether the goods are eligible for refund.
1. Via telephone:
ㅤㅤ 1) Mainland China: 400 - 897 - 0688
ㅤㅤ 2) Hong Kong, Macao, Taiwan region and overseas: 0086 10 69518806
2. E-mail: service1@cre8te.com.cn
3. Live Chat Customer Service Hours:
ㅤㅤ 1）Monday ~ Thursday: 9:00 - 12:00 / 13:00 - 18:00 (GMT + 8)
ㅤㅤ 2）Friday: 9:00 - 12:00 / 13:00 - 17:00 (GMT + 8)(Excluding national holidays)
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