Terms of Service

Lonlytoys is a fashion brand under Tongde Jushi Trading Co., Ltd., focusing on women's skirts, mainly selling mid-length dresses, denim skirts, pleated skirts and other products. We firmly believe that high-quality service is the cornerstone of building trust between the brand and consumers. Therefore, we have formulated this detailed service policy around the entire process of products from selection to after-sales, aiming to provide you with a secure and comfortable shopping experience.​
I. Pre-sales Consultation Service​
In the process of selecting skirts, if you have any questions about the products, we will provide you with professional consultation support. Whether you want to know the fabric composition of a certain mid-length dress (such as whether it contains cotton or is breathable), the washing process of a denim skirt (whether it will fade or is suitable for machine washing), or the pleat retention of a pleated skirt (whether it requires special care or will deform after multiple washings), you can get in touch with us via email (customer@lonlytoys.com) or phone (+86-13685588642).​
Our staff will reply to your email within 24 hours, giving detailed answers to your questions, including fabric characteristics, version design, suggestions on wearing occasions, etc. If you choose to consult by phone, the customer service staff will listen to your needs patiently, and recommend suitable styles and sizes for you based on your body characteristics (such as height, weight, waist circumference, etc.) and wearing preferences. For example, for consumers with a pear-shaped figure, they will recommend choosing an A-line mid-length dress to modify the lower body; for consumers who like a casual style, they will recommend denim skirts with a vintage washing process.​
In addition, our official website (www.lonlytoys.com) will also display detailed information of each product, including multi-angle real-shot pictures, size charts (specific data such as waist circumference, skirt length, hip circumference, etc.), fabric test reports, etc. You can log in to check at any time to assist you in making purchase decisions.​
II. Order Processing Service​
After you successfully place an order, we will immediately start the order processing process to ensure that your goods can be shipped as soon as possible. Order processing mainly includes the following links:​
  1. Information Verification: We will verify your order information within 1 hour, including product model, size, quantity, delivery address, contact information, etc. If any errors are found in the information (such as incomplete address, empty phone number), we will contact you in time via email or phone to confirm, so as to avoid delivery delays caused by information problems.​
  1. Inventory Check: After confirming that the order information is correct, we will check the product inventory. If the product is in stock, it will be arranged for delivery within 24 hours; if the product is temporarily out of stock, we will inform you of the expected restocking time (usually 3-7 days) via email or phone within 48 hours. You can choose to wait for restocking or change to another style. If you choose to cancel the order, we will process the refund for you immediately.​
  1. Order Status Update: You can check the order status (such as "Pending Payment", "Paid", "Shipped Out", "Dispatched", etc.) through the "My Orders" page on the official website. We will update the order progress in real time. If you have any questions about the order status, you can consult us via email or phone at any time, and we will inform you of the current link of the order and the expected delivery time.​
III. Logistics and Distribution Service​
We cooperate with many well-known logistics companies to provide you with stable logistics and distribution services to ensure that the goods are delivered safely.​
  1. Shipment Notification: After the goods are shipped, we will send you a shipment notification via email, including the logistics tracking number, the name of the logistics company and the query link. You can track the real-time transportation status of the goods (such as collected, in transit, about to be delivered, etc.) through this link.​
  1. Packaging Protection: To prevent the goods from being damaged during transportation, we will use reinforced packaging. For pleated skirts, we will use hard packing boxes and place supports inside to prevent the pleats from being squeezed and deformed; for denim skirts, we will wrap them with dust bags to avoid snagging caused by friction with other items.​
  1. Handling of Distribution Problems: If you find that the logistics information has not been updated for a long time (more than 72 hours) or shows "Delivery Failed", you can contact us via email or phone. We will immediately communicate with the logistics company, verify the situation and urge them to handle it as soon as possible. For example, if delivery is difficult due to a remote address, we will coordinate with the logistics company to arrange a second delivery; if the goods are damaged during transportation, we will reissue a new product for you, and we will bear the relevant costs.​
IV. After-sales Guarantee Service​
After-sales service is an important part of our service policy, and we will make every effort to solve the problems you encounter after receiving the goods:​
  1. Handling of Quality Problems: If the goods you receive have quality problems (such as fabric damage, loose seams, size error exceeding 2cm from the description, etc.), please send photos or videos of the problems (which need to clearly show the details of the problems and the product tags) via email within 7 days after receiving the goods, and indicate the order number and your contact information. We will verify it within 3 working days. After confirming that it is a quality problem, we will provide you with two solutions: one is free return and exchange (we will bear the round-trip freight), and the other is to keep the goods and give a certain amount of compensation (the specific amount is determined according to the severity of the problem). You can choose either one.​
  1. Handling of Non-quality Problems: If you need to return or exchange the goods due to personal reasons (such as inappropriate size, dislike of the style), and the goods meet the conditions of "unworn, unwashed, and tags intact", you can apply within 30 days after receiving the goods. You need to bear the return freight by yourself. Please indicate the order number when returning the goods. After we receive them, we will handle the return, exchange or refund for you within 3 working days.​
  1. Product Maintenance Guidance: If you encounter problems when wearing or caring for the skirt (such as loose pleats of the pleated skirt, oil stains on the denim skirt that are difficult to clean), you can consult the maintenance methods via email or phone. Our customer service staff will provide professional care suggestions, such as pleated skirts can restore pleats through low-temperature ironing, and denim skirts with oil stains can be pre-treated with detergent, etc., to help you extend the service life of the goods.​
V. Opinion Feedback Service​
We attach great importance to your opinions and suggestions, which are important driving forces for us to continuously improve our products and services. No matter what ideas you have about product design (such as hoping to add a certain type of style, improve a certain type of fabric), service process (such as thinking that the order processing speed is slow, the consultation reply is not timely) or official website experience (such as slow page loading, inconvenient operation), you can feedback to us via email or phone.​
After receiving your feedback, we will record and analyze it within 3 working days. For reasonable suggestions, we will incorporate them into the product improvement or service optimization plan, and inform you of the handling results via email within 15 working days. For example, if many consumers feedback that the waist circumference of a certain denim skirt is too small, we will adjust the version design of this style; if you suggest increasing the size range of skirts, we will consider adding plus-size options in subsequent production.​
VI. Information Security Service​
We promise to strictly protect the security of your personal information and will follow the following principles when collecting, using and storing your information:​
  1. Information Collection: Only collect the information necessary to complete the order (such as name, address, phone number, etc.), and will not excessively collect irrelevant information (such as ID card number, bank card password, etc.).​
  1. Information Use: Your personal information is only used for order processing, logistics distribution, after-sales service and other links, and will not be used for other commercial purposes (such as selling to third parties, sending spam advertisements, etc.).​
  1. Information Protection: Encryption technology is used to store and transmit your information to prevent information leakage, tampering or loss. At the same time, strictly restrict the access rights of internal personnel to the information, and only authorize relevant staff to access when necessary, and they must sign a confidentiality agreement.​
If you have any questions about personal information protection (such as wanting to check what information we have collected about you, wanting to request the deletion of personal information), you can contact us via email or phone, and we will provide you with relevant certificates or handle the information deletion procedures within 7 working days.​
We always take "satisfying every consumer" as our service goal, and constantly optimize the service process and improve service quality. If you feel any inconvenience during shopping or have suggestions for improvement, please feel free to contact us through the above methods, and we will serve you wholeheartedly.