｜Order-related Questions｜
Q1: What are your customer service hours?
A1: Our customer service hours are from 10 AM to 5 PM. Please note that during peak shipping times, response times may be slightly delayed. We appreciate your understanding.
Q2: How long does it take to ship after placing an order and completing the payment?
A2: Orders are typically shipped within 3 - 7 business days. For more details, please refer to the Ordering and Shipping information.
Q3: Can I place an order from overseas ?
A3: Currently, we are working on creating an overseas shipping fee chart. Please stay tuned for updates.
Q4: What if I accidentally placed an incorrect order ?
A4: No worries! We offer order cancellation. You can cancel your order and place a new one.
Q5: Do you offer free shipping promotions ?
A5: We aim to provide our products at affordable prices, and therefore, we do not offer free shipping promotions. Our pricing is fixed and will not be discounted in the future.
Q6: I didn't see the trial gift during checkout. What should I do ?
A6: During the website launch, if you become a member and place an order, we will automatically include a three-day trial in your package. If you don't see it listed in your order, please don't worry.
｜ For the Pure enzyme powder wash｜
Q1: How should I store the Enzyme Cleansing Powder ?
A1: Store the powder in a place where
it won't get splashed with water to reduce the chance of moisture exposure. The bottle has a tight-sealing cap and small holes to minimize moisture intake. Make sure to close the cap securely after use. Additionally, there's a desiccant inside the bottle to prevent the powder from clumping due to humidity.
Q2: Why is it in powder form ?
A2: We chose a simple and stable powder form. This reduces the water content and the likelihood of bacteria growth. It also avoids the use of emulsifiers and preservatives, reducing the risk of skin allergies.
Q3: How do I create foam with the pure enzyme powder wash ?
A3: First, wet your hands and face. Then, take an amount equivalent to the size of a 5-dollar coin and add a small amount of water to create a paste. You can adjust the water content as follows:
- Watery texture: You added too much water. Try adding a bit more powder to create foam.
- Creamy texture: Continue adding small amounts of water, and it will gradually foam up.
Q4: How should I use it for different skin types ?
A4: For all skin types, including sensitive and dry skin, use the following routine:
- Wet your hands and face.
- Create foam in your palms with the powder.
- Apply the foam to your face for 30 seconds.
- Let the foam sit on your skin for 30 seconds without vigorous rubbing.
- Rinse off with water.
For oily skin or after makeup removal, you can use a slightly longer routine:
- Create foam and apply it to your face for 30 seconds.
- Let it sit on your skin for 30 seconds.
- For areas with oiliness, acne, or blackheads, massage gently for 30 seconds before rinsing off.
Q5: How much should I use each time ?
A5: Use an amount approximately equivalent to the size of a 5-dollar coin. You can adjust the amount based on your skin's condition.
Q6: What is the shelf life of the pure enzyme powder wash ?
A6: The unopened shelf life is 3 years. Once opened, we recommend using it within 3 months for the best results. The optimal usage period for active ingredients is one month after opening.
Q7: Why doesn't it contain preservatives, and how can it last so long ?
A7: We use gamma ray sterilization, which has advantages like fast sterilization, thorough sterilization, no chemical residues, and no environmental pollution. However, this effectiveness is based on proper storage conditions. Once opened, please use it as soon as possible.
Q8: What should I do if the pure enzyme powder wash gets wet ?
A8: If the powder becomes clumpy or turns into a paste due to moisture, please stop using it immediately.
Q9: Is there an age limit for using the pure enzyme powder wash ?
A9: Our product is suitable for all skin types, including children. If a child needs gentle cleansing after applying sunscreen, it's safe to use. For healthy skin, we recommend allowing the skin's self-healing abilities to develop before introducing cleansing products to teenagers.
