Customer Special Policy

Hi! Good to see you here! 

We are dedicated to providing exceptional products and premium service. We believe every interaction should be rooted in mutual respect and understanding. While we recognize that frustrations may arise, our goal is to resolve every concern with care, professionalism, and your satisfaction in mind.

To ensure the best possible experience for all, we kindly ask that customers communicate with our Concierge Advisors with the same respect and courtesy they can expect in return.

Our Commitment to You

  • We promise to listen to your concerns with empathy and understanding.
  • We will work diligently to resolve any issues to the best of our ability.
  • Our Concierge Advisors are trained to provide the highest standard of care, reflecting the values of our brand.

    What We Expect in Return

    To maintain a positive and respectful environment, we kindly ask that all communication with our team remains courteous and constructive. While frustration is a natural human emotion, we believe it is possible to express concerns in a way that allows us to resolve them efficiently and respectfully.

    Unacceptable Behavior Includes:

    • Use of abusive, threatening, or offensive language toward our team.
    • Personal attacks, harassment, or discriminatory remarks.
    • Behaviors that create a hostile or unsafe environment for our team.
    • Persistent inappropriate communication after being asked to stop.


    Consequences for Violations of This Policy


    To protect the well-being of our team and maintain a respectful environment, we reserve the right to take the following actions if this policy is violated:

    1. Immediate Order Cancellation:

      • Any active orders may be canceled immediately if the behavior is deemed abusive, threatening, or harassing.

    2. Account Suspension or Permanent Closure:

      • Accounts may be temporarily suspended or permanently closed in cases of repeated violations or extreme disrespectful behavior.

    3. Community Ban:

      • Customers who violate this policy may be prohibited from participating in our community spaces, including newsletters, online events, or social media interactions.

    4. Legal Action:

      • In cases of threats, harassment, or other illegal activity, we reserve the right to pursue legal procedures to ensure the safety of our team and business.

    5. Restriction of Future Purchases:

      • Repeat offenders may be restricted from placing orders in the future, at our sole discretion.

    We deeply value our customers and strive to provide the best experience possible. However, we will always prioritize the safety, respect, and dignity of our team and community.

    Copyright & Legal Notice


    This Customer Respect Policy and all company content is the intellectual property of AExpress and is protected under copyright law, specifically Article 10 and Article 14 of the Berne Convention for the Protection of Literary and Artistic Works, as well as applicable national copyright laws.

    This policy is enforced in accordance with the following legal frameworks:

    • EU Directive 2019/2161 (on better enforcement and modernization of Union consumer protection rules).
    • General Data Protection Regulation (GDPR) for the EU.
    • Unfair Contract Terms Act 1977 (UK).
    • United Nations Guidelines for Consumer Protection (UNGCP) (global best practices).

    Any unauthorized reproduction, distribution, or use of this policy or other company materials is strictly prohibited. By engaging with our services, customers agree to adhere to this policy. Violations may result in appropriate legal actions.

    Thank You for Supporting a Positive Environment

    We appreciate your cooperation in helping us create a space where everyone feels respected. If you have any questions about this policy, please contact us at Contact Us Page.