FAQ

About Products

Q：Are your skincare products suitable for all skin types?

We indicate the recommended skin types (dry, oily, combination, normal, and sensitive) on each product page. Since individual skin conditions and tolerance levels vary, if you have sensitive skin or known allergies, we strongly recommend performing a patch test on your inner arm or behind your ear before using any new product. Observe for 24 hours before proceeding with full application.

Q：Are your products safe? Do they contain controversial ingredients (such as parabens, sulfates, phthalates, etc.)?

We are committed to providing high-quality beauty and skincare products. The full ingredient list is displayed on each product page for your review before ordering. We maintain strict standards for ingredient selection, prioritizing safety and efficacy. If you have concerns about specific ingredients, we recommend reviewing the complete ingredient list before purchase to ensure the product suits your needs.

Q：How do I know which product is right for my skin concern?

Each product page provides detailed information including key benefits, recommended skin types, core ingredients, and their functions. You can filter products based on your skin needs (such as hydration, anti-aging, brightening, oil control, etc.). If you are unsure about which product to choose, please contact our customer service team for recommendations (note: our suggestions are for reference only and do not replace professional dermatological advice).

Q：How long does it take to see results?

Results vary by individual and are influenced by multiple factors including skin type, frequency of use, application method, and lifestyle habits. Generally, moisturizing products may show improvements within a few days, while anti-aging and brightening products typically require 4 to 6 weeks or longer of consistent use to show noticeable results. We recommend following the usage instructions and allowing your skin adequate time to adjust and improve.

Q：What if I experience an allergic reaction or irritation?

If you experience any adverse reaction (including but not limited to redness, itching, burning sensation, stinging, or rash), discontinue use immediately and gently cleanse the affected area with lukewarm water. If symptoms persist or worsen, seek professional medical attention promptly. You may also contact us through the website for return or exchange assistance.

Q：Are your products tested on animals?

We adhere to cruelty-free principles. We do not conduct animal testing and do not commission third parties to do so, except where explicitly required by local laws and regulations.

Q：What is the shelf life of your products? How long can they be stored before and after opening?

Each product package displays the manufacturing date and expiration date (or Period After Opening, PAO). Unopened products can typically be stored for 2 to 3 years under proper conditions (away from light, in a cool and dry place). After opening, please refer to the PAO symbol on the package (e.g., "6M" indicates use within 6 months after opening) and use within the recommended period to ensure optimal effectiveness and safety.

Q：What is the packaging like? Is it eco-friendly?

We prioritize both functionality and aesthetics in our packaging. We use materials that comply with shipping safety standards and minimize excessive packaging. Some packaging materials are recyclable; please refer to the product page or the insert included with your shipment for details. We are continuously exploring more sustainable packaging solutions.

Q：Are your products authentic?

All our products are 100% authentic, sourced through official channels or manufactured by our own brands. We guarantee that the origin of all products is clear and traceable. You can shop with confidence at mondioo.com.

About Orders

Q：When will I receive my order confirmation?

You will receive an order confirmation email immediately after successfully placing your order, including product details, shipping address, and order number. If you do not receive the confirmation within 10 minutes, please check your spam folder or contact our customer service team.

Q：Can I modify or cancel my order after placing it?

Once an order is submitted, we process it promptly. If you need to modify order details (such as shipping address, product options, etc.) or cancel the order, please contact our customer service team immediately. We will do our best to assist, but we cannot guarantee successful modifications or cancellations once the order has entered the shipping process.

Q：How do I check my order status?

You can check your order status in two ways:

1. Log into your account and view real-time status under "My Orders";

Click the tracking link in your shipping confirmation email to view delivery progress.

Q：What if I don't receive my order confirmation email?

If you haven't received the confirmation email, possible reasons include:

1. Incorrect email address entered – please double-check;

2. Email flagged as spam – please check your spam folder;

3. Network delay or system issue – please wait 10 to 15 minutes and try again.
If none of the above applies, please contact customer service with your order number or registered email, and we will resend the confirmation manually.

Q：Can I get an invoice?

We support issuing invoices for eligible orders. If you require an invoice, please check the "Need Invoice" option at checkout and provide the required billing information (company name, tax ID, etc.). Invoices will be sent electronically to your registered email address.

About Payment

Q：What payment methods do you accept?

We accept the following payment methods:

l Major credit cards (Visa, Mastercard, American Express, etc.)

l Debit cards

l Shopify Payments

l PayPal

l Other local payment methods listed at checkout (depending on your region)

Q：Is my payment information secure? Will my card details be leaked?

We take your payment security very seriously. Our website uses industry-standard SSL (Secure Sockets Layer) encryption to protect your payment information during transmission. Your full card details are not stored on our servers but are processed securely by our payment service providers. We do not use your payment information for any unauthorized purposes.

Q：What does the order total include?

The order total includes the following:

1. Product prices (calculated at the time of order)

2. Applicable taxes (based on laws at your shipping address location)

3. Shipping fees (based on your selected shipping method and address)
All charges are clearly displayed at checkout – please review carefully before confirming payment.

About Shipping

Q：Which regions do you ship to?

We ship to customers worldwide. You can enter your shipping address at checkout, and the system will automatically determine if delivery is available and display the applicable shipping options and costs. Some remote areas or regions subject to international logistics restrictions may not be supported.

Q：How are shipping fees calculated?

Shipping fees are calculated based on the following factors:

1. Shipping address (country/region and specific address)

2. Selected shipping method (standard, expedited, etc.)

3. Total order weight or quantity

4. Applicable shipping service rates
All charges are precisely calculated and clearly displayed at checkout.

Q：Do shipping fees include customs duties and import taxes?

Shipping fees typically do not include customs duties or import taxes. For international orders, your package may be subject to customs duties, VAT, or other import fees upon arrival in the destination country. These fees are determined by the customs authority of the destination country and are payable by the recipient (you). We cannot predict or control these charges. We recommend consulting your local customs office before ordering.

Q：How long does delivery take?

Delivery times vary by destination and selected shipping method, consisting of the following phases:

1. Handling time: From order placement to shipment – typically [please fill in, e.g., 1 to 3 business days];

2. Transit time: From shipment to delivery – typically 5 to 15 business days for standard shipping, and 3 to 7 business days for expedited shipping, depending on destination.
Estimated delivery times are displayed at checkout. Please note that all delivery times are estimates; actual delivery may be affected by carrier operations, customs clearance, extreme weather, public holidays, and other factors. We are not responsible for delays beyond our reasonable control.

Q：How do I track my package?

After shipment, you will receive an email with a tracking number. You can track your package by:

1. Clicking the tracking link in the email, which directs you to the carrier's tracking page;

2. Logging into your account and viewing the latest shipping status under "My Orders."
Please note that tracking information may take 24 to 48 hours to update in the carrier's system.

Q：What if my package is lost or damaged in transit?

If your package is lost or significantly damaged in transit, please notify us immediately through the website. We will coordinate with the carrier after verification. For confirmed lost or damaged packages, we will arrange a replacement or a full refund. Please inspect the outer packaging upon receipt – if there is visible damage, we recommend taking photos before signing.

About Returns and Refunds

Q：What is your return policy?

We are committed to ensuring your satisfaction with every purchase. If for any reason you are not completely satisfied with a purchased product, you may request a return within [please fill in, e.g., 14 or 30 days] of receipt. Returns must meet the following conditions:

1. Products must be unused and unopened (except for defective products);

2. Original packaging must be intact with all accessories included;

3. Return requests must be submitted within the specified timeframe.
For detailed procedures and conditions, please refer to our Refund Policy page.

Q：Under what circumstances are returns not accepted?

The following circumstances generally do not qualify for returns:

1. Products have been used or opened (except for defective products);

2. Packaging has been significantly damaged or accessories are missing;

3. Return requests are submitted beyond the specified timeframe;

4. Clearance items or products marked "non-returnable" (please check product pages for special notes).
For special cases, please contact customer service for assistance.

Q：How do I initiate a return?

The return process is as follows:

1. Log into your account, go to "My Orders," and find the order you wish to return;

2. Click "Request Return," fill in the reason and relevant information;

3. After submission, you will receive a return authorization confirmation email;

4. Ship the product back to the return address provided in the email;

5. After we receive and inspect the returned product, we will notify you of the result.
Please ensure the product is properly packaged when shipping it back to avoid secondary damage in transit.

Q：Who pays for return shipping?

Return shipping costs are allocated as follows:

1. For returns due to product quality issues (such as expired, damaged, or incorrect items), return shipping costs are covered by us. Please pay the shipping fee upfront and provide the receipt, and we will reimburse you;

2. For returns due to customer reasons (such as changed mind or unsuitable skin type), return shipping costs are your responsibility.
For special cases, please contact customer service.

Q：How long does a refund take? When will I receive my refund after returning the product?

After we receive and inspect your returned product, we will process the refund as follows:

1. Upon successful inspection, we will initiate the refund within [please fill in, e.g., 3 to 5 business days];

2. The refund will be issued via your original payment method. Processing times vary by payment channel:

l Credit/Debit cards: typically 5 to 10 business days;

l PayPal: typically 3 to 5 business days;

l Other payment methods: please refer to the respective channel's refund policy.
Please note that refund processing times for some payment channels are beyond our control. If you have not received your refund after the estimated time, please contact your payment provider directly.

Q：Can I exchange a product?

We currently process returns as refunds rather than direct exchanges. If you still wish to obtain the product, you may place a new order after the return is completed. For defective products, we can arrange a replacement of the same item – please contact customer service for confirmation.

About Accounts

Q：How do I create an account?

You can create an account in the following ways:

1. During checkout, check "Create Account" after filling in your shipping information and set a password;

2. Click the "Login/Register" button at the top of the website, fill in your information, and submit.
After successful registration, you will receive an account activation confirmation email.

Q：What are the benefits of creating an account?

Registered account holders enjoy the following benefits:

1. Access to full order history and order details;

2. Save multiple shipping addresses for faster future checkouts;

3. Save payment methods (securely encrypted) for faster checkout;

4. Track shipments in real time;

5. Manage personal information and account settings;

6. Receive exclusive offers and membership benefits (if applicable).

Q：What if I forget my password?

If you forget your password, please follow these steps:

1. Click the "Forgot Password" link on the login page;

2. Enter your registered email address;

3. Click "Send Reset Link" – we will email you a password reset link;

4. Click the link in the email and follow the instructions to set a new password.
The reset link is valid for [please fill in, e.g., 24 hours]. Please complete the process within the validity period. If you do not receive the email, check your spam folder or contact customer service.

Q：How do I update my account information (email, shipping address, etc.)?

After logging in, go to "My Account" or "Account Settings," where you can:

1. Update personal information (name, email, phone number, etc.);

2. Add, edit, or delete shipping addresses;

3. Change your password (requires verification of your current password);

4. Manage subscription preferences (such as whether to receive marketing emails).
All changes take effect immediately, but certain information (such as shipping addresses on orders already shipped) cannot be updated through this method – please contact customer service for assistance.

Q：How do I delete my account?

If you wish to permanently delete your account, please submit a deletion request through the contact options on our website. After identity verification, we will complete the deletion process within [please fill in, e.g., 7 to 14 business days]. Please note that account deletion will remove most of your information from the website; however, certain order data may need to be retained for legal compliance purposes.

About Privacy and Security

Q：What personal information do you collect?

The personal information we collect is limited to what is necessary to provide our services, including:

1. Information you provide during registration (name, email, phone number, shipping address, etc.);

2. Order information and purchase history;

3. Communication records with us (emails, online chats, etc.);

4. Website usage behavior data (used for experience optimization and analysis, typically processed anonymously).
All information collection and processing follow our Privacy Policy.

Q：Is my personal information shared with third parties?

We do not sell or rent your personal information to third parties. In necessary circumstances, we may share your information with trusted service providers for the following purposes:

1. Shipping carriers (for order delivery);

2. Payment processors (for payment processing);

3. Email service providers (for order confirmations and notifications);

4. Legal requirements or requests from government authorities.
All partners are bound by strict confidentiality and data protection agreements. Please refer to our Privacy Policy for detailed information.

About Marketing and Notifications

Q：How do I subscribe/unsubscribe from marketing emails?

You can opt in to marketing communications during registration by checking the "Subscribe to marketing emails" option, or manage your preferences in your account settings. To unsubscribe, you can:

1. Click the "Unsubscribe" link at the bottom of any marketing email;

2. Log in to your account and disable marketing email notifications in settings.
After unsubscribing, you will still receive order-related notifications (such as order confirmations, shipping notifications, etc.), which are transactional and cannot be opted out of.

Q：What types of notifications will I receive?

The notifications you may receive include:

1. Transactional notifications: order confirmation, shipping updates, delivery tracking, refund notifications, etc. (mandatory);

2. Marketing notifications: new arrivals, promotions, member benefits, product recommendations, etc. (optional);

3. Service notifications: account security alerts, terms changes, policy updates, etc. (mandatory).
You can manage marketing notification preferences in your account settings.

About Promotions and Discounts

Q：How do I use a discount code?

At checkout, you will see a "Discount Code" or "Promo Code" field. Enter your code and click "Apply," and the system will automatically calculate the discount and update your order total. Please note:

1. Only one discount code can be used per order;

2. Some codes have minimum purchase requirements;

3. Discount codes cannot be combined with other promotions unless explicitly stated;

4. Discount codes have expiration dates – please use them before they expire.

Q：If I return an item from an order that used a discount code, how is the refund calculated?

If you return an item from an order that used a discount code, the refund amount will be calculated as follows:

1. The refund amount will be the actual amount paid (after the discount), not the original price;

2. If the return causes the order total to fall below the discount code's minimum threshold, the discount code may be invalidated, and the refund amount may be adjusted accordingly;

3. Shipping fees are generally non-refundable (except for product quality issues).
Specific refund calculations will be confirmed with you during the return process.

About Website and Technical Support

Q：Why does the website display incorrectly on my phone?

Our website is optimized for mobile devices and is compatible with major mobile browsers (such as Chrome and Safari). If you encounter display issues, we recommend:

1. Clearing your browser cache and cookies;

2. Updating your browser to the latest version;

3. Trying a different browser or device;

4. Checking your network connection stability.
If the problem persists, please take a screenshot and contact our customer service team – we will investigate promptly.

Q：What if I encounter system errors or technical issues?

If you experience page loading failures, inability to place orders, payment errors, or other technical issues, please:

1. Refresh the page and try again;

2. Clear your browser cache and cookies;

3. Try accessing in private/incognito mode;

4. Contact customer service with a detailed description of the error (including screenshots, time of occurrence, device and browser used, etc.) – this will help us locate and resolve the issue more quickly.

Common Misunderstandings and Reminders

Q：Can the product information on your website replace medical advice?

No. All product information, ingredient details, efficacy descriptions, and usage suggestions provided on this website are for consumer reference only and do not constitute any form of medical advice, diagnosis, or treatment plan. Our products are intended for cosmetic and skincare purposes and are not intended to treat, prevent, or cure any disease. If you have specific skin conditions, allergies, or health concerns, please consult a qualified healthcare professional (such as a dermatologist) before use. We are not legally responsible for any adverse reactions caused by individual physical differences – please refer to our Terms of Service for details.

Q：Can I exchange a product I purchased for a different brand's product?

Our return policy processes returns on a per-item basis and does not offer direct cross-product exchanges. You may return unsatisfactory products for a refund and then place a new order for other products. For quality-related returns, we can arrange a replacement of the same item – please confirm with customer service.

Q：Is your inventory count real-time?

Our inventory system updates in real-time to reflect available stock as accurately as possible. However, in exceptional circumstances such as high traffic or system synchronization delays, stock may become unavailable after your order is placed. If this occurs, we will notify you promptly and provide solutions (Alternative solutions, delayed delivery or full refund).