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FAQ
Can I return or exchange my Lanshin tool?
As a small business, we are not able to accept returns or exchanges on tools and no exceptions will be made. Please consider this carefully before purchasing. If you have any concerns or questions about your tool, please don’t hesitate to reach out to support@lanshin.com.
Can I return or exchange my skincare or personal care products?
We are not able to accept returns or exchanges on skincare or personal care products. Once opened, products are no longer sterile. Contamination is a health and safety issue and no exceptions will be made. If you do have any concerns or questions about your products, please don’t hesitate to reach out to support@lanshin.com.
What if my product is defective?
If you receive an item that you believe is defective, please email support@lanshin.com within five (5) business days of delivery so that we can work with you to resolve the issue.
What if the carrier damaged my products in transit?
We package all of our products to prevent damage during transit. However, in the rare case that you receive a damaged product, please email seven (7) photos of the damage to the products and box to support@lanshin.com within five (5) business days of delivery so that we can work with you to resolve the issue.
I think my Lanshin Massager by ACERA is leaking. What should I do?
The seal on your massager is designed to prevent dripping or leaks. If you feel any water dripping while using your tool, it is likely that water got caught in the seal or the removable silicone cover. To prevent this, we recommend only filling your massager to about ¾ of the way full. Then, after you secure the massager top, turn the tool upside down onto a towel and pat dry. That will ensure that any excess water has a chance to escape. If you need any additional support, feel free to reach out to support@lanshin.com and we are happy to help out!
My tool has inconsistencies and dents in it, is that normal?
Our tools are hand carved from natural stones, so inconsistencies and dents may occur. We inspect all of our tools very carefully before shipping out your order and remove all tools that have any inconsistencies that would affect performance. If you believe that you have received a tool with abnormalities or inconsistencies that affects its performance, please reach out to support@lanshin.com with pictures of your tool so our team can assess them.
I broke my tool, what can I do?
Our tools are handcrafted from natural stones and can chip or break if dropped. We cannot accept returns on tools that are broken due to use. We recommend storing your tools in the protective pouch included for safe keeping. You can also try placing a washcloth at the bottom of your sink when doing facial Gua Sha to protect your tool in case you drop it during washing or use. Feel free to reach out to support@lanshin.com if you have any further questions.
My skin had an unpleasant reaction to a skincare product I purchased. What should I do?
Once opened, we cannot accept returns or exchanges on skincare products. Contamination is a health and safety issue and no exceptions will be made. However, we want to help you find products that work for you! Feel free to email support@lanshin.com so we can assess the situation and guide you to other product choices. Many of our products offer a trial or sample size option, so if you have skin that tends to be reactive, we encourage you to try a sample of it first!