faq

Frequently asked questions

Product Information

WHAT DOES IT MEAN YOUR PRODUCTS ARE 100% NATURAL?  什麼是100%全天然產品?


The ingredients in Ms Chu's products are all naturally-derived from premium, imported sources. We guarantee that our plant-based skincare products all do NOT contain mineral oil, parabens, fillers, preservatives, artificial colourants and fragrances. Ms Chu產品的所有成份都來自優質進口原材料。我們保證所有產品均是植物提煉,不含礦物油、羥基苯甲酸酯、填充劑、防腐劑、人造色素和香料。




DOES THIS MEAN THAT YOUR PRODUCTS ALSO ORGANIC? Ms Chu產品也是有機的?


Organic is a term used in relation to food, to identify food that is free of chemical fertilisers, genetic-modification and additives such as preservatives and colourings. Many in the list of our ingredients are certified organic to make sure you recieve the best skin care and protection. 有機一詞通常形容食品,用於標識不含化學肥料、遺傳修飾和添加劑(例如防腐劑和色素)的食品。是的,我們的成份表中,許多成份都經過了有機認證,以確保您獲得最佳的護膚體驗。




DOES YOUR PRODUCTS CONTAIN SYNTHETIC PRESERVATIVES? Ms Chu產品含有合成防腐劑嗎?


No, our products are free of synthetic preservatives, fillers, colourants and fragrances as well as parabens and mineral oil. 絕對沒有,我們的產品不含合成防腐劑、填充劑、著色劑和香料,以及對羥基苯甲酸酯和礦物油。




DOES THIS MEAN YOUR PRODUCTS ARE ALSO VEGAN-SAFE? Ms Chu產品天也是純素的?


Vegan product means it does not contain any animal ingredients or animal-derived ingredients. Yes, all of our products are vegan-safe which are 100% naturally-derived from plant based ingredients. 是的,我們的所有產品都適合素食主義者使用,成份100%天然來自植物,不含任何動物成份或者動物衍生成分,沒有經過任何動物測試和實驗。




ARE YOUR PRODUCTS HYPO-ALLERGENIC? Ms Chu產品是低敏產品?


Our products are plant and nature-derived, and are created to be as gentle on and nourishing to the skin, as possible. Allergic reactions are rare. It is however possible to be allergic to almost anything, including naturally-occurring substances and matter. If you suspect sensitivity to an ingredient, please conduct a patch test first, on a small area of your skin. 是的,我們的產品均是天然植物提煉,可以溫和滋養皮膚,適合敏感肌膚使用。不過,若您擔心對某些天然存在的物質過敏,我們建議先在小部分皮膚上試用。




DO YOU TESTED ON ANIMALS? Ms Chu產品有經過動物測試嗎?


Absolutely not! It is our core beliefs to promote and educate consumers on making positive impact on animal welfare by offering cruelty-free skincare product. 絕對沒有,我們的核心理念是通過提供零殘忍的護膚產品促進消費者對動物福利產生積極的社會影響。




I’M PREGNANT, IS IT SAFE TO USE YOUR PRODUCT? 孕婦可以使用Ms Chu產品嗎?


We pride in developing a whole product line for pregnant women and new moms where all our products do not contain Retinoids and Salicylic Acid. The topical use of such ingredients in small quantities (such as skincare) have not been proven to cause any complications to the child or at birth. 完全可以。我們專門為孕婦和新媽媽開發了一個完整的產品系列,所有產品不含類維生素A及水楊酸,雖然尚未有證明少量使用該成分會對兒童或者分娩造成併發症。





Shipping

DO YOU OFFER FREE SHIPPING? 產品免費送貨嗎?


Yes. We offer free shipping to Hong Kong and Macau for orders over HK$400 (net) and free shipping to Taiwan for orders over HK$1,000 (net) . Free global shipping over HK$1,500 (net). For more information, please go to SHIPPING. 是的,凡消費滿港幣$400 (折後的總金額),可享免費送貨服務至全港及澳門。 凡消費滿港幣$1,000 (折後的總金額),可享免費送貨服務至台灣。 凡消費滿港幣$1,500 (折後的總金額),可享免費送貨服務至全球其他地方。 若消費不足以上金額,買家需自行承擔送貨費用。




DO YOU SHIP TO P.O BOX? 可以送貨到郵政信箱嗎?


Unfortunately we do not ship to P.O Box. 抱歉,我們不能送貨到郵政信箱。




WHERE IS MY ORDER? 如何查看訂單?


You will receive an email with tracking number once your order is shipped – please check your Inbox / Junk / Spam mailbox. The tracking number allows you to track the progress of your delivery with expected delivery date. Please contact info@mschusoapandbeaut.com should you have further issues on your delivery. 訂單發貨後,您將會受到一封包含送貨單號的電子郵件,請檢查您的收件箱/垃圾郵箱,通過單號跟蹤到貨日期。​





Returns & Refund

WHAT IS YOUR RETURN POLICY? 可以退貨嗎?


Please choose carefully – all sale and discounted items are final and is not eligible for return and refund. Regrettably, returns for reasons of general dissatisfaction or change of mind cannot be offered. We shall fully refund should the item received is damaged or defected. Please send us a detailed email to info@mschusoapandbeaut.com with the reason of return within 14 days of delivery and we will provide return and mailing information. No returns accepted unless written agreed and confirmed by Ms Chu Soap and Beaut. We shall notify you once your return is received and whether the return item is approved/disapproved for a refund. For approved refund, please allow 3 weeks for the refund to be credited back to your card. Return & refund will be not accepted after 14 days of delivery. Ms Chu Soap and Beaut only accept return purchases made from www.mschusoapandbeaut.com. If you purchased our products from our authorised retailers, please contact them directly for assistance. We reserve the right to reject any return request that do not comply with the conditions above. 所有促銷及折扣產品恕不接受退貨或退款服務。我們亦不接受因買家個人因素或改變主意之退貨要求。 若送抵之貨品有任何損壞或瑕疵,我們會安排退款。請於到貨後14天內發送電郵至info@mschusoapandbeaut.com,詳細說明退貨原因。我們會提供退貨及郵寄資料。未經Ms. Chu Soap & Beaut電郵同意及確認之退貨要求恕不受理。收到退回貨品後,我們會以電郵通知閣下是否接納該貨品之退款要求。若退款獲接納,款項將於3星期內退回至閣下的信用卡。




HOW LONG DOES IT TAKE FOR RETURNS TO PROCESS? 退款需要多長時間?


Please allow 3 weeks for the refund to be processed after we have received the returned item and all the required information from you. 收到您退回的物品和相關信息後,我們會在三周內處理退款。





Orders

HOW DO I PURCHASE YOUR PRODUCTS ONLINE?  我該如何在線購買產品?


1. Select from the menu to start browsing our products. 2. Once you have selected the item – click "Add to Cart" button to add in your shopping cart and continue shopping or click "Buy it now" button to proceed with checkout / payment. 3. Review your items by clicking "Cart" on top of the webpage. 4. Click "Checkout" button to proceed with payment. 1.從菜單中選擇以開始瀏覽我們的產品。 2.選擇項目後–單擊“添加到購物車”按鈕以添加到購物車中並繼續購物,或單擊“立即購買”按鈕以進行結帳/付款。 3.單擊網頁頂部的“購物車”,查看您的商品。 4.單擊“結帳”按鈕以繼續付款。




WHAT IF I RECEIVED A WRONG ITEM? 如果我收到錯誤的物品該怎麼辦?


Don’t panic! Please contact info@mschusoapandbeaut.com and we shall provide further assistance. 不要擔心!請聯繫info@mschusoapandbeaut.com,我們將立即提供進一步幫助。




CAN I BUY YOUR PRODUCTS OFFLINE? 我可以在門市購買產品嗎?


Regrettably at this moment, we only offer online purchase. You can visit our authorised retailers such as BKM (Baby Kingdom Mall) for offline purchase. 我們目前主要提供網上購買,您也可以到我們的授權零售商 Baby Kingdom Mall 門市購買。





PAYMENT

WHAT TYPES OF PAYMENT AND CURRENCIES DO YOU ACCEPT? 可以接受哪種類型的付款和貨幣?


All products and orders are charged in Hong Kong Dollars. www.mschusoapandbeaut.com accepts PayPal, or credit card payments such as American Express, MasterCard and Visa. 所有產品訂單均以港元收費。 www.mschusoapandbeaut.com接受PayPal或信用卡付款,例如American Express,MasterCard和Visa。




CAN I USE MULTIPLE PROMO CODES AT CHECKOUT? 我可以在結帳時使用多個促銷代碼嗎?


We only accept one promo code per order transaction. 每筆訂單交易我們只接受一個促銷代碼。




HOW CAN I REACH YOU? 我該如何联係你?


You can reach us by: Email - info@mschusoapandbeaut.com Phone & WhatsApp - 5648-4337 您可以通過以下方式聯繫我們: 電子郵件:info@mschusoapandbeaut.com 電話/WhatsApp:5648-4337





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