An 80-person team (including 15 designers) provides multilingual consultation and customized solutions within 48 hours, covering every category from children's wear to bridal gowns.
Precise Demand Matching
Leveraging a dynamic style library and multi-national size database, we recommend matching solutions based on wedding themes and venue characteristics, reducing product selection and decision-making costs.
Flexible Customization Support
We offer OEM/ODM services, including 48-hour rapid prototyping and small-batch trial production. We support adjustments to fabrics, craftsmanship, and packaging, enabling flexible response to individual needs.
Decision-Making Data Support
We share international market trend data and successful case studies, combined with production scheduling and logistics solutions, to help customers optimize procurement costs and delivery cycles.
ORDER PROCESSING SUPPORT
Efficient Order Tracking System
SM FASHION utilizes digital systems and a dedicated service team to establish a fully transparent control mechanism, ensuring clear visibility at every step of the order process from production to delivery:
Real-time Production Tracking
The ERP system integrates data from the entire cutting, sewing, quality inspection, and packaging process. Customers can view production progress in real time through a dedicated portal (e.g., "Flower girl dress number 200 completed"). Automatic push notifications are provided for key milestones (e.g., sample confirmation, production scheduling start), and abnormal situations (e.g., fabric delays) are alerted and resolved within 4 hours.
Full Logistics Visibility
Directly connected to shipping companies such as MSC and Maersk, as well as express delivery systems such as DHL and FedEx, we provide container tracking (e.g., "FOB Shanghai Port container number 5 loaded") and door-to-door express delivery receipt records. For ocean freight orders, we provide weekly updated estimated times of arrival (ETAs) and pre-coordinate customs clearance resources to ensure timely delivery.
Dedicated Customer Service Responds 24/7
Multilingual customer service representatives (Chinese, English, and Japanese) are assigned. Urgent issues (such as address changes and expedited production) receive resolutions within 2 hours, while routine inquiries are responded to within 1 hour. A monthly "Order Execution Report" summarizes production efficiency, logistics time, and other data to help customers optimize their purchasing strategies.
Technology Empowers Transparency
IoT devices monitor production line status (such as real-time sewing machine output). Combined with AI algorithms, these devices predict scheduling risks and proactively adjust resource allocation. Customers can use the 3D digital twin system to "visit" the factory remotely, verifying the production environment and process standards, and strengthening their confidence in the partnership.
QUALITY ASSURANCE
Strict quality inspection processes ensure international quality standards SM FASHION has established a three-tiered international quality inspection system covering the entire production cycle, ensuring zero-defect delivery of every batch of products:
bridal petticoat quality inspection display
Incoming material inspection (source control)
Fresh fabrics undergo 48 physical and chemical tests (color fastness, shrinkage, formaldehyde content, etc.) before storage, using professional equipment such as Datacolor colorimeters and Martindale abrasion testers, complying with OEKO-TEX® Standard 100 environmental standards.
Accessories (zippers, beads) undergo 100% inspection, focusing on tensile strength and washability to eliminate the risk of unraveling and falling apart.
In-line inspection (process control)
Cutting: The laser cutting table has an accuracy of ±1mm, and quality inspectors verify the fit between pattern and fabric piece by piece.
Sewing: 10% of work-in-progress is randomly inspected every two hours, focusing on stitch density (≥12 stitches/3cm for children's clothing) and symmetry (e.g., the train difference between left and right sides of a wedding dress is ≤2mm).
Specialty crafts (embroidery, beading): Full manual inspection ensures each bead is securely fastened and the embroidery thread is free of skipped stitches.
Final inspection of finished products (export standards)
AQL 2.5 (international premium quality standard) is implemented, with 5%-8% of each batch inspected. Testing includes: Functionality: Zippers open and close 5,000 times without sticking, pannier rebound strength ≥ 90%.
Safety: Children's clothing buttons have a tensile strength of ≥ 90N and no sharp edges.
Appearance: 360° manual inspection, thread length ≤ 3mm, zero tolerance for stains.
Third-party inspection reports (such as SGS and ITS) are provided to support customer inspection. Unqualified batches will be 100% reworked or scrapped.
Quality Assurance Commitment
Quality inspection data is uploaded to the ERP system in real time, and customers can access inspection records at any time.
An average annual handling rate of quality defects is ≤ 0.3%, with root cause analysis and process improvements completed within 48 hours.
Long-term customers enjoy customized quality inspection standards (such as antibacterial testing for the Japanese market).
AFTER-SALES SERVICE
Rapid Response and Return and Exchange Support System SM FASHION has established a comprehensive customer feedback response mechanism, combining technology and human services to ensure efficient problem resolution and a seamless return and exchange process:
Closed-Loop Problem Resolution Management
Quality Issues: Quality inspection data is tracked (e.g., sewing stitch length does not meet standards), and rework or re-production is initiated within 48 hours, with supporting third-party inspection reports. Logistics Issues: Directly connected to shipping and courier systems, cargo status is tracked in real time, and claims for lost or damaged items can be initiated and re-issued within 24 hours. Design Issues: The design team provides modification solutions within 48 hours, with support for remote video verification of the adjustments.
Hassle-Free Return and Exchange Policy
Applicable scenarios: Quality defects (such as thread unraveling, uneven dyeing), size discrepancies (returns and exchanges are accepted within 30 days without question), and logistics damage. Streamlined Process: After the customer submits their request, the system automatically generates a return label (available in Chinese and English) and provides door-to-door pickup service with DHL/FedEx. The quality inspection team completes the return inspection within 24 hours and, upon confirmation, reissues or refunds within 48 hours. Cost Coverage: The company covers all returns and exchanges due to quality or logistics issues. Size discrepancies only incur basic logistics fees (far lower than market price).
24/7 Multilingual Response
A trilingual customer service team in Chinese, English, and Japanese provides solutions for urgent issues (such as logistics delays and quality issues) within 2 hours, and responses to routine inquiries within 1 hour. Customer feedback is recorded in real time through the CRM system, automatically categorized into quality, logistics, and design, and root cause analysis and improvement plans are completed within 48 hours.
Technology Empowers Transparency
Introducing an AI customer service assistant, using natural language processing (NLP) technology to automatically answer common questions (such as "How do I adjust the train length of a wedding dress") with an accuracy rate of 95%. Customers can check the progress of their returns and exchanges through a dedicated portal (e.g., "Returned item received, undergoing quality inspection") and download the processing report for their own records.
Data Support
We handle over 2,000 customer feedback requests annually, with a 100% problem resolution rate and a 98.7% customer satisfaction rate. Our return and exchange rate is lower than the industry average, with 80% of returns arising from size adjustments, not quality issues.
LOGISTICS TRACKING
Full-Process Logistics Tracking System
SM FASHION integrates digital systems with global logistics resources to establish visual management of the entire logistics chain (port-transport-end). Leveraging the scale benefits of FOB Shanghai (automated terminals covering over 700 shipping routes) and Ningbo (direct flights to over 200 countries), combined with direct connections to MSC, Maersk, DHL, and other systems, SM FASHION enables real-time tracking of container movements and express delivery receipt records. IoT devices monitor transportation conditions (such as temperature and humidity), and AI algorithms predict delay risks. Abnormal situations (such as ocean freight delays exceeding 48 hours) automatically trigger alerts and synchronize solutions. The company boasts an average annual on-time arrival rate of 99.2%. Customers can access logistics data at any time through a dedicated portal, ensuring the safe, transparent, and efficient delivery of goods to global destinations.
