S.NATURE Aqua Squalane Moisturizing Cream 水凝角鯊烷保濕霜 [60ml]

Q: Are your products authentic?
A: Yes! All of our products are 100% authentic and sourced directly from official Korean and Japanese brands. You can shop with confidence knowing that every product comes from a trusted source.

Q: Where are orders shipped from?
A: Orders are currently shipped from Hong Kong, so delivery times may vary depending on the destination. If you have any questions about shipping, please feel free to contact us.

Q: Can I modify or cancel my order after placing it?
A: If your order has not yet been processed for shipment, please contact our customer service as soon as possible. We’ll do our best to assist you. Once your order has entered the shipping process, it can no longer be modified or cancelled.

Q: When will my order be processed for shipping?
A: Orders are typically processed within 1 business day after payment has been successfully received. During new product launches, pre-order periods, holidays, or peak shipping seasons, processing times may be extended.

Q: Do you ship internationally?
A: Yes! We ship to most countries worldwide. Available destinations and shipping rates will be displayed during checkout. You may also check out the "Shipping" page for more details.

Q: Where are orders shipped from?
A: Orders are currently shipped from Hong Kong, so delivery times may vary depending on the destination. If you have any questions about shipping, please feel free to contact us.

Q: How long does shipping take?
A:
Estimated delivery times are:

• Europe, North America & other international destinations: Approximately 7–21 business days
• Taiwan: Approximately 3–7 business days
• Hong Kong & Macau: Approximately 1–3 business days


Please note that delivery times are estimates only and may vary due to customs clearance, courier operations, or local delivery conditions.

Q: How can I track my order?
A: Once your order has been shipped, you’ll receive a shipping confirmation email with your tracking information. You can also log in to your account to check your order status.

Q: Will I need to pay customs duties or import taxes?
A: Customs regulations vary by country. Any import duties, taxes, VAT, or other customs-related fees are the responsibility of the recipient.

Q: Can I return or exchange my order?
A: Due to hygiene reasons, we do not accept returns or exchanges for skincare, makeup, or personal care products unless the item is defective, the wrong item was sent, or it was significantly damaged during transit. We cannot accept returns or exchanges for personal reasons, including but not limited to product suitability, change of mind, color differences, or scent preferences.

Q: What should I do if I receive a defective or incorrect item?
A: Please contact our customer service within 7 days of receiving your order and provide the following:

• Order number
• Photos of the item
• Photos of the outer packaging (if applicable)
• A video showing the defect (if applicable)

We’ll review your case and assist you as quickly as possible.

Q: How can I contact customer service?
A: You can reach us through the "Contact Us" page on our website, by WhatsApp, or via direct message on our official social media channels. If you have any questions, we’re always happy to help!

Q: What are your customer service hours?
A: Our customer support team is available Monday to Sunday. Feel free to message us anytime! We aim to respond to all enquiries within 1–2 business days.