Official Notice: Customer Service Updates & Clarifications

Dear Valued Customers,

Thank you for your continued support of our shop. To ensure smoother operations and improve your overall experience, we would like to share several important operational updates and address recent inquiries circulating online.

1.⁠ ⁠Communication Channels & Support Efficiency

In our commitment to staying connected, we initially welcomed inquiries via Facebook. However, due to a significant rise in spam and fraudulent messages across Facebook Inbox, Instagram, and email, our response times have unfortunately been affected. Please note that as a Hong Kong-based business, we do not maintain any official accounts on Douyin (TikTok).

To streamline our communications and serve you better, we have established the following guidelines:

 For existing orders: If you have already purchased a product, please contact us directly via WhatsApp. This allows us to organize, categorize, and respond to your inquiries in the most efficient manner.

 For general inquiries: If you have emailed us and are awaiting a response, there is no need to send duplicate messages on Instagram. We are actively processing emails alongside WhatsApp and will get back to you as soon as possible.

2.⁠ ⁠Clarification on a Recent Delivery Issue

We would like to clarify a misunderstanding regarding a recent order that was discussed on Reddit. A customer received a damaged crown item but was unable to reach us via WhatsApp. Due to communication delays, we missed the customer's initial email in March. Upon receiving the returned item in May, we immediately processed a full refund.

We subsequently noticed that a post was made on Reddit in June regarding the delayed response from March. We sincerely regret the delay and any frustration caused. However, we wish to formally clarify that we never requested an additional $300 for the crown, nor did the return shipping fee require such an amount. We appreciate the customer’s cooperation in completing the return and refund process.

3.⁠ ⁠Solemn Statement Regarding Product Authenticity

We must firmly address unverified claims suggesting that our products are sourced from Taobao. We strictly clarify that our items are not sourced from Taobao. Our products are entirely brand new and come with official brand tags intact. Items currently listed on Taobao are completely unrelated to our business; they consist primarily of untagged, pre-owned, or region-specific rental garments (for mainland China) that differ significantly from our inventory in both quality and design.

The individuals spreading these rumors have never been employed by our shop, do not possess first-hand operational data, have no insight into our production lines, and have never participated in our procurement in Japan. We ask our customers to rely only on official statements. The continuous support of our community and professional princess teams remains a testament to the quality and authenticity we uphold.

4.⁠ ⁠Production Timelines & Order Fulfillment

As our shop is currently managed by a very limited team handling procurement, logistics, and customer service, our response and processing times have been slower than desired, especially as post-pandemic health challenges have impacted our daily capacity. We are deeply grateful to the customers who have shown us immense patience, and we are working diligently to improve our fulfillment and mitigate delays.

Please keep in mind that many of our items are custom pre-orders requiring a standard production cycle of 3 to 6 months. While we do our best to accommodate requests for accelerated delivery, unforeseen production constraints can occur. If a timeline does not meet your needs, we fully respect your decision and are happy to arrange a refund. However, please be advised that items purchased from alternative secondary sources may not deliver the same quality, visual effect, or pristine condition as our original, direct-order products.

Nothing brings us greater joy than seeing your stunning photos and knowing that our products have helped create a truly magical moment for you. Thank you for your understanding, your trust, and your grace as we grow and improve.

Warm regards,

Management & Customer Support