FAQ

Welcome to Le Moi-Peau's FAQ page. Here, we aim to answer some of your questions about our products and services. From product information and delivery methods to order processing, from shipping costs to returns and exchanges, we have prepared detailed explanations for you.

Le Moi-Peau always upholds respect and care for its customers, and is committed to providing products and services of superior quality. If you cannot find the answer you need on this page, please feel free to contact us via email. hello@lemoi-peau.com Contact us and our customer service team will be happy to assist you.

Thank you again for choosing Le Moi-Peau. Let's experience and love life together, because "skin is the cradle of the soul."

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About the product

Which skin type is Le Moi-Peau suitable for?

Le Moi-Peau products are developed by professional scientists and are based on gentle, pure ingredients suitable for most skin types, including sensitive skin. You can find a full ingredient list on each product page. Because everyone's skin is different, it is recommended to perform a patch test before first use, or provide the ingredient list to your doctor for confirmation.

If you experience any skin discomfort or allergic reaction after using the product, you can apply for a "Sensitive Skin Money-Back Guarantee" within 30 days of receiving the product. Le Moi-Peau will provide a full refund and cover the return shipping costs.

Are Le Moi-Peau products vegan? Are they tested on animals?

Currently, all our products are vegan and have not been tested on animals.

Are all Le Moi-Peau products fragrance-free?

All Le Moi-Peau products are free of synthetic fragrances. They are scented with aromatherapy-grade essential oils.

Do Le Moi-Peau skincare products meet Clean Beauty standards?

Le Moi-Peau products are meticulously formulated to meet the highest international standards. Our ingredient lists comply with the Clean Beauty standards of third-party organizations such as Sephora.

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Ordering, delivery and returns

Which areas do you deliver to?

We currently primarily offer delivery services to Hong Kong and Macau. Delivery to some international destinations can also be arranged, depending on availability. Please contact us by email for details.

Which delivery method can I choose?

Le Moi-Peau offers a variety of package delivery options to its customers in Hong Kong and Macau through SF Express:

• Address sent directlyDelivery to your designated residential or office address

• Self-pickup at SF Express stationPick up the package at the nearest SF Express service station.

• Smart locker self-pickupPick up your package at the nearest SF Express smart locker.

• Convenience store pickupPick up the package at a partner convenience store.

We are committed to ensuring that every customer receives their goods in the most convenient way.

How long will it take for my order to arrive?

After you complete payment for your order, we will arrange shipment within 2-5 business days. Business days are Monday to Friday, excluding public holidays. Delivery will take approximately 2 business days after shipment.

Do I need to pay for shipping?

Enjoy free shipping to Hong Kong and Macau on orders with a net purchase amount of HK$700 or more. If the free shipping threshold is not met, the corresponding postage will be charged according to the selected delivery method. Please refer to SF Express's latest fee information for details.

Do you offer international shipping?

If you wish to have your goods shipped outside of Hong Kong and Macau, please email us at [email address]. hello@lemoi-peau.comWe will assist in assessing local import requirements and related postage costs. Generally speaking,Enjoy free international shipping on orders with a net purchase amount of HKD 1,000 or more.Please ensure you receive your goods smoothly.

What should I do if I need to change the delivery address?

We understand that sometimes adjustments to delivery details are necessary. If you need to change your address or contact number, please contact us as soon as possible. Please note that any additional postage costs incurred due to address changes will be borne by the buyer. If you are unable to receive your package due to personal reasons, please contact SF Express directly to reschedule.

What should I do if there is a problem with the goods I receive?

Le Moi-Peau has extremely high standards for product quality. The exchange service is only available in the following situations:

• Obvious manufacturing defectsSuch as abnormal contents, damaged packaging leading to product damage, or inability to be used normally.

• Wrong item sentItems or specifications do not match the order.

If the above conditions are met, please [do something].Within 7 days of receiving the goodsRequests must be submitted via email; late requests will not be accepted. Le Moi-Peau will cover all postage costs for exchanges.

Please send an email to [email address] when applying. hello@lemoi-peau.com, and attachedOrder number and photos of the defectPlease let us know so that we can process your request as soon as possible.

⚠️ The following situationsNot covered by the exchange policy:

• The outer packaging suffered minor damage during transportation (such as a dented cardboard box), but the contents remained intact.

• Incorrect specifications or personal ordering error

• Color difference caused by differences in screen color display

• Opened and used skincare products (excluding those meeting the sensitive skin refund criteria).

• Subjective preferences (such as scent and texture)

If you experience discomfort or allergic reactions after using the product, please refer to the "30-Day Sensitive Skin Money-Back Guarantee," where a separate refund mechanism is available for application.

Can I cancel or modify my order?

To ensure goods are delivered as quickly as possible, our team starts processing orders immediately, so in most cases, it is impossible to adjust the contents of confirmed orders.

If you need to cancel or modify your order, pleaseimmediatelySend order information to hello@lemoi-peau.comWe will do our best to cooperate, but we cannot guarantee that any changes can be made after the order is confirmed. During peak holiday periods with high order volumes, the feasibility of cancellations or modifications will be even more limited; we apologize for the inconvenience.