Frequently Asked Questions (FAQ)
Last Updated: [Date]
Welcome to the Porcopecosmetics Help Center. Find quick answers to our most common questions below. Can't find what you're looking for? Reach out to us directly at 15617731779@163.com.
A. Products & Ingredients
1. Are your products suitable for sensitive skin?
Many of our products are formulated with gentle, skin-loving ingredients. However, "sensitive skin" can vary greatly from person to person. We strongly recommend performing a patch test before using any new product. Apply a small amount to your inner arm or behind your ear and wait 24-48 hours to check for any reaction. If you have known allergies to specific ingredients, please review the full ingredient list for each product prior to purchase.
2. Are your products vegan and cruelty-free?
Yes! [Your Brand Name] is proudly 100% cruelty-free. We never test our products or ingredients on animals. Furthermore, our [entire range/specific product lines] are vegan, meaning they contain no animal-derived ingredients.
3. Do your products contain preservatives?
To ensure the safety, stability, and shelf life of our products and to prevent microbial growth, some of our formulations do contain preservatives. We only use preservative systems that are globally recognized as safe and effective for cosmetic use.
4. I'm new to skincare. Where should I start?
We recommend starting with a simple routine: Cleanser -> Serum -> Moisturizer. Our SEA SALT GLOW CLEANSER is a great place to begin. You can gradually introduce targeted treatments (like brightening or anti-aging products) as you learn more about your skin's needs. Check our blog for tailored skincare routines.
B. Orders & Payment
1. How can I modify or cancel my order?
Orders are processed quickly to ensure fast shipping. If you need to change or cancel an order, please email us at 15617731779@163.com with your order number immediately. We will try our best to accommodate your request if the order has not yet been fulfilled, but we cannot guarantee cancellation. If the order has shipped, please refer to our Return Policy.
2. What payment methods do you accept?
We accept all major credit/debit cards (Visa, MasterCard, American Express), PayPal, Shopify Pay, and Apple Pay.
3. I got an order confirmation email, but no shipping confirmation yet. Why?
An order confirmation means we have received your order. It takes 1-3 business days to process and prepare your order for shipment. You will receive a separate shipping confirmation email with a tracking number once your package is on its way.
C. Shipping & Delivery
1. What are my shipping options and delivery times?
-
Standard Shipping: 5-7 business days
-
Expedited Shipping: 3-5 business days
-
Free Shipping: On all orders over [$100] (delivery in 7-10 business days)
Please note these are estimates and not guarantees. Carriers may experience delays during peak seasons or due to unforeseen circumstances.
2. Do you ship internationally?
We currently ship to worldwide. We are working on expanding our reach, so stay tuned!
3. How can I track my order?
Once your order ships, you will receive a shipping confirmation email with a unique tracking number and a link to track your package. You can also check the status by logging into your account on our site and viewing your order history.
D. Returns & Refunds
1. What is your return policy?
For health and safety reasons, we only accept returns of unopened, unused, and undamaged products in their original packaging within 14 days of delivery. We cannot accept returns or offer refunds for any products that have been opened, used, or tampered with. Please see our full Return Policy for details.
2. What if I'm not satisfied with a product?
Your satisfaction is our priority. If you receive a product that is damaged or incorrect, please contact us within 48 hours of delivery with photos, and we will be happy to arrange a replacement or refund. For reactions due to skin sensitivity, we strongly advise a patch test prior to full use and recommend consulting the ingredient list.
3. How long does a refund take to process?
Once we receive and inspect your eligible return, we will process your refund within 5-10 business days. The funds will be credited back to your original payment method. Please allow additional time for your bank or credit card company to process the refund.
E. Skincare Advice & Usage
1. In what order should I apply my skincare products?
A good rule of thumb is to apply products from thinnest to thickest consistency:
-
Cleanser
-
Toner/Essence
-
Serum (e.g., Hydrating before Treatment)
-
Eye Cream
-
Moisturizer
-
Sunscreen (AM only)
2. Can I layer these products together?
Yes, but be mindful of ingredient compatibility. For example, Vitamin C and Niacinamide can often be used together, but if you have sensitive skin, consider using them at different times (e.g., Vitamin C in the AM, Niacinamide in the PM). We do not recommend simultaneously using high-strength actives like pure Retinol and direct acids (AHA/BHA) as this can increase the risk of irritation.
3. How long until I see results?
Skincare is a journey. While you may feel improved hydration within days, it typically takes at least 28 days (a full skin cell cycle) or longer of consistent use to see visible results from targeted treatments like brighteners and anti-aging products.