At Yunshang Global Trade Limited, we are committed to providing customers with a professional, reliable, and customer-focused experience when shopping for ski apparel through our website.

This Team & Service Policy explains our approach to customer service, order support, product assistance, communication, order handling, and service standards.

Our goal is to make every stage of the shopping experience as clear and convenient as reasonably possible, from browsing and selecting ski apparel to placing an order, receiving products, and requesting assistance after purchase.

1. About Our Team

Yunshang Global Trade Limited is responsible for operating and managing the website and providing services related to the ski apparel products offered through our online store.

Our team works to support customers throughout the purchasing process and to ensure that orders and customer inquiries are handled in a professional and reasonable manner.

Our service approach is based on:

  • Professionalism
  • Clear communication
  • Customer care
  • Responsible order handling
  • Product-focused assistance
  • Reasonable response and resolution
  • Continuous improvement

We aim to provide customers with a straightforward and dependable online shopping experience.

2. Our Service Commitment

We are committed to providing customers with services that are:

Clear

We aim to provide understandable information about products, orders, shipping, returns, and other relevant matters.

Professional

Customer inquiries and order-related matters are handled with appropriate attention and professionalism.

Responsible

We take reasonable steps to process orders correctly and address issues that may arise during the purchasing and delivery process.

Customer-Focused

We aim to understand the circumstances of each inquiry and provide an appropriate response based on the information available.

Consistent

We seek to apply our website policies and service procedures consistently while taking individual circumstances into consideration.

3. Product Information Assistance

We aim to provide useful and accurate information about the ski apparel available through our website.

Product information may include, where applicable:

  • Product names
  • Product descriptions
  • Available sizes
  • Product features
  • Product images
  • Materials or other product information
  • Product specifications
  • Pricing information
  • Availability information

Customers are encouraged to carefully review the information provided on the relevant product page before placing an order.

Where customers have questions about product information, they may contact us using the contact information provided in this policy.

4. Size and Fit Assistance

Choosing the appropriate size is particularly important when purchasing ski apparel online.

Where size charts or product measurements are provided, customers should review them carefully before placing an order.

Our team may provide general assistance regarding available size information where appropriate.

However, individual preferences regarding fit, comfort, layering, body shape, and wearing style can vary.

Customers remain responsible for selecting the size that best meets their individual needs based on the information available at the time of purchase.

5. Order Assistance

Our team may assist customers with general questions relating to orders, including:

  • Order information
  • Product selection
  • Product quantity
  • Size selection
  • Order status
  • Shipping information
  • Tracking information where available
  • Delivery issues
  • Returns
  • Exchanges
  • Refunds
  • Other order-related questions

When contacting us regarding an order, customers should provide sufficient information to allow us to identify the relevant transaction.

6. Order Accuracy

We take reasonable steps to process orders according to the information submitted by customers.

Before completing a purchase, customers should carefully check:

  • Product selection
  • Size
  • Quantity
  • Shipping information
  • Other information entered during checkout

Once an order has been submitted, changes may not always be possible because the order may enter processing, preparation, packaging, or fulfillment.

If you identify an error after placing an order, please contact us as soon as possible.

7. Customer Communication

We aim to communicate with customers clearly and professionally.

Depending on the circumstances, communications may relate to:

  • Order confirmation
  • Order processing
  • Shipping
  • Delivery
  • Returns
  • Exchanges
  • Refunds
  • Product inquiries
  • Customer service requests
  • Other matters directly related to your interaction with our website

Customers should ensure that the information they provide to us is accurate so that we can respond appropriately.

8. Customer Service Requests

When submitting a service request, customers should provide enough information for our team to understand the issue.

Depending on the nature of the request, useful information may include:

  • Customer name
  • Order information
  • Product name
  • Product size
  • Description of the issue
  • Relevant photographs
  • Shipping or tracking information where applicable
  • Other information reasonably necessary to investigate the matter

Providing complete information may help reduce unnecessary communication and allow us to evaluate the request more efficiently.

9. Response to Customer Inquiries

We aim to review customer inquiries and respond within a reasonable period.

Response times may vary depending on:

  • The nature of the inquiry
  • The complexity of the issue
  • The information provided
  • Order volume
  • Seasonal demand
  • Shipping or carrier investigations
  • Return or refund inspections
  • Other operational circumstances

Some matters may require additional investigation before a final response can be provided.

10. Order-Related Issues

If an issue occurs with an order, our team will review the information available and determine the appropriate next steps.

Order-related issues may include:

  • Incorrect product
  • Incorrect size received
  • Damaged product
  • Product quality concerns
  • Missing product
  • Shipping problems
  • Delivery problems
  • Other discrepancies between the order and the products received

Where appropriate, customers may be asked to provide photographs or additional information so that the issue can be properly evaluated.

11. Damaged or Defective Products

Customers should inspect products promptly after receiving an order.

If a product appears damaged or defective, customers should contact us as soon as reasonably possible.

Our team may request photographs or other information to determine:

  • The nature of the problem
  • The condition of the product
  • Whether the issue may have occurred before or during delivery
  • Whether the product qualifies for a return, exchange, replacement, or refund

The handling of damaged or defective products is also subject to the terms of our Refund & Returns Policy.

12. Returns and Exchanges

Our team can assist with general questions regarding returns and exchanges.

Customers should review the Refund & Returns Policy before submitting a return request.

For an approved return or exchange, customers must follow the applicable return instructions provided by us.

Products should not be sent back without following the required return procedure.

Our team may review the condition of returned products before determining whether the applicable requirements for a refund or exchange have been satisfied.

13. Refund Assistance

If a refund has been approved, our team will process the applicable refund according to the circumstances and our Refund & Returns Policy.

Customers should understand that the time required for a refund to appear in their account may depend on the payment provider or financial institution involved.

We do not control the processing time of external payment providers or financial institutions.

If a customer believes that an approved refund has not been received within a reasonable period, relevant order or transaction information may be requested so that the matter can be reviewed.

14. Shipping and Delivery Support

Our team may assist customers with shipping-related questions, including:

  • Shipping status
  • Tracking information where available
  • Delivery delays
  • Incorrect delivery information
  • Delivery problems
  • Returned shipments
  • Other shipping-related concerns

Shipping times can vary depending on destination, carrier, customs procedures, weather, seasonal demand, and other factors.

For additional information, customers should also review our Shipping Policy.

15. Tracking Support

Where tracking information is available, customers may use the applicable tracking information to monitor shipment progress.

Tracking information may not update immediately after a package is shipped.

If a tracking number does not initially display movement, customers should allow reasonable time for the carrier’s system to update.

If an unusual delay occurs, our team may review the available order and shipping information and, where appropriate, assist with further investigation.

16. Customs and International Delivery

International shipments may be subject to customs procedures, inspections, duties, taxes, and other requirements imposed by the destination country or region.

Our team can provide general assistance regarding shipping information available to us, but customs decisions and clearance procedures are controlled by the relevant authorities.

Customers are responsible for understanding any applicable import requirements and charges associated with their destination.

17. Communication Standards

We expect communications between customers and our team to remain professional and respectful.

Our team will make reasonable efforts to communicate clearly and courteously.

We ask customers to provide accurate information and communicate respectfully when requesting assistance.

We reserve the right to limit or discontinue communication where interactions involve:

  • Abusive language
  • Threats
  • Harassment
  • Discriminatory conduct
  • Repeated unreasonable demands
  • Fraudulent or misleading information
  • Other inappropriate conduct

This does not affect any consumer rights that cannot legally be restricted.

18. Protecting Customer Information

Customer information is handled with appropriate care and in accordance with our Privacy Policy.

Our team may access information only where reasonably necessary to:

  • Process an order
  • Provide customer service
  • Investigate an issue
  • Handle a return or refund
  • Assist with delivery
  • Maintain business records
  • Protect website security
  • Fulfill other legitimate operational purposes

Customers should avoid sending unnecessary sensitive information when contacting us.

19. Service Limitations

While we aim to provide reliable customer service, certain matters may depend on third parties or circumstances outside our direct control.

These may include:

  • Carrier operations
  • Customs authorities
  • Payment providers
  • Shipping delays
  • Technical service providers
  • Weather conditions
  • Public holidays
  • Transportation disruptions
  • Other external circumstances

In such situations, our team will make reasonable efforts to assist within the information and options available to us.

20. Product Availability

Product availability may change over time.

Certain products, sizes, or variations may become unavailable due to inventory levels, seasonal demand, production schedules, or other operational circumstances.

If a purchased product becomes unavailable before fulfillment, we may contact the customer regarding the available options.

Any resulting cancellation, replacement, refund, or other resolution will be handled according to the circumstances and applicable requirements.

21. Continuous Service Improvement

We aim to continuously improve our website and customer service experience.

We may review customer inquiries, recurring issues, order-related feedback, and general website interactions to identify opportunities to improve:

  • Product information
  • Website usability
  • Order processing
  • Communication
  • Shipping information
  • Return procedures
  • Customer support
  • Overall shopping experience

Where appropriate, information used for service improvement will be handled in accordance with our Privacy Policy.

22. Customer Feedback

We value reasonable and constructive feedback regarding our products, website, and customer service.

Customer feedback may help us identify areas where improvements can be made.

Feedback should be accurate and based on the customer’s genuine experience.

Where feedback contains personal information, it will be handled in accordance with our Privacy Policy.

23. Service and Policy Relationship

This Team & Service Policy should be read together with the other policies available on our website, including:

  • Privacy Policy
  • Refund & Returns Policy
  • Shipping Policy
  • Other applicable website terms and policies

If there is a conflict between this policy and a mandatory legal requirement, the applicable legal requirement will prevail to the extent required by law.

24. Changes to This Team & Service Policy

Yunshang Global Trade Limited may update this Team & Service Policy from time to time.

Updates may reflect:

  • Changes to our services
  • Changes to our website
  • Changes to our customer service procedures
  • Changes to operational practices
  • Changes to products
  • Changes to applicable legal requirements

When this policy is updated, the revised version will be published on our website with an updated effective date.

Customers are encouraged to review this policy periodically.

25. Contact Information

For questions regarding our products, orders, customer service, returns, exchanges, refunds, shipping, or other website-related matters, please contact:

Yunshang Global Trade Limited

Contact Person: 唐明

Business Address:
RM 18 2/F TUSPARK 118 WAI YIP
ST KWUN TONG
HONG KONG

26. Final Statement

Yunshang Global Trade Limited is committed to providing a professional and customer-focused shopping experience for customers purchasing ski apparel through our website.

We aim to handle orders responsibly, provide clear information, communicate professionally, and assist customers with reasonable requests throughout the purchasing and post-purchase process.

We appreciate our customers’ trust and strive to maintain high standards of service, transparency, and responsible order management.

By using our website and purchasing our products, you acknowledge that you have reviewed and understood this Team & Service Policy.