FAQ
Find answers to our most frequently asked questions. Click to expand.
Orders & Shipping
Q. How do I place an order?
Add your desired items to the shopping cart, proceed to checkout, enter your shipping information, and complete payment to place your order
Q. How can I cancel my order?
Q. How can I cancel my order?
If your order has not yet been shipped, you may cancel it through your account page or contact our customer service team for assistance.
Q. Can I cancel an order that has already been shipped?
Once an order has been shipped, it can no longer be canceled. If you no longer wish to keep the item, please follow our return procedure after receiving your order.
Q. How long does it take to receive a refund after canceling an order?
Refund processing times vary depending on the payment method used. The actual refund date is subject to your bank, credit card issuer, or payment provider's processing schedule.
Member Services
Q. How do I register as a member?
Click "Create Account" and fill in the basic information to complete the registration.
Q: Forgot your password?
A: Click "Forgot Password" on the login page and enter your registered email address. A verification code will be sent to your email. After verification, you can reset your password.
Key Features
Q: Why does the mask have a slightly textured feel?
A: This product utilizes a proprietary Solid Hydrogen Powder Active Mask technology. The mask surface is evenly coated with solid hydrogen powder to help maintain the stability of the active ingredients. As a result, you may notice a slight fine textured feel when touching the mask for the first time. This is a normal characteristic of the product and does not indicate any quality issue.
During use, the hydrogen powder gradually activates upon contact with the essence and your skin. This does not affect the product's safety, user experience, or skincare performance.
Q: Why does the mask have a slight distinctive scent?
A: This product utilizes a proprietary solid hydrogen powder activation technology. To maintain the stability of the active ingredients, you may notice a slight, distinctive scent when opening the package. This is a normal characteristic of the product and does not indicate product deterioration or any quality issue.
In addition, no added fragrance is used to mask the natural scent of the raw materials. The scent will gradually diminish during application and does not affect the product's safety, user experience, or skincare performance.
Q.Why do I sometimes notice a few shiny particles on my hands after using the mask?
A. This product uses a Tencel sheet with silver yarn. Friction and contact during use may occasionally cause a small amount of material to come off and adhere to your hands. This is normal. The sheet has complete material documentation and has undergone a safety assessment by SGS. The finished product has also completed a cosmetic safety assessment (CPSR), so you can use it with confidence.
If any particles remain on your hands after use, rinse them off with clean water. Avoid contact with your eyes and accidental ingestion.
Skincare FAQs
Q: Is it suitable for sensitive, rosacea-prone, or acne-prone skin?
Yes. However, individual skin conditions may vary. We recommend consulting a healthcare professional before use.
Q.Is it safe to use during pregnancy?
A.Yes. However, individual conditions may vary. If you have any concerns during pregnancy, we recommend consulting a healthcare professional before use.
Q.Can I use it immediately after an aesthetic treatment?
A. After an aesthetic procedure, you may use this product as directed if your skin is intact, there are no open wounds or significant discomfort, and your treating physician has confirmed that you can resume your usual skincare products.