FAQ
ABOUT GENTLE LAB
Where can I buy your products?
Our products are available through our official website and authorized retailers, including
popular online platforms like TikTok Shop, Lazada, and Shopee.
How should I store your products?
To preserve the quality and efficacy of our products, store them in a cool, dry place, away
from direct sunlight, heat, and humidity. For specific storage instructions, please refer to
the product packaging
What is the expiry date of your products?
The expiry date of each product is clearly indicated on the packaging. For unopened products, the shelf life
typically ranges between 18 to 24 months. After opening, we recommend using the product within 6 to 12
months for optimal results, depending on the formulation.
SHIPPING
Shipping & Delivery
PRODUCTS
Are Gentle Lab products safe for sensitive skin?
Yes, our products are dermatologist-tested and formulated with gentle ingredients to suit
all skin types, including sensitive skin.
Are your products cruelty-free and vegan?
Absolutely. All Gentle Lab products are cruelty-free and do not contain any animal-derived
ingredients
How do I perform a patch test?
To perform a patch test, apply a small amount of the product to a clean area of your
forearm. Leave it for 24 hours. If irritation occurs, discontinue use immediately.
What ingredients are used in your formulations?
We focus on using scientifically backed, high-quality ingredients such as Niacinamide, Tranexamic Acid,
and Hyaluronic Acid. Each product description highlights its key ingredients and benefits.
What should I do if I experience irritation from your product?
If irritation occurs, stop using the product immediately. Rinse the affected area with cool water, pat dry, and apply a soothing
product like aloe vera gel. Avoid using other active skincare ingredients until the irritation subsides. If the irritation persists or
worsens, we recommend consulting a dermatologist or healthcare professional for further advice.
GENTLE IMPACT FUNDS
Transparency in Giving
TIKTOK SHOP
What is TikTok Shop?
TikTok Shop is an e-commerce platform integrated within TikTok, allowing you to shop directly while enjoying the
content you love. Gentle Lab has an official store on TikTok Shop to provide a seamless shopping experience.
What products are available on TikTok Shop?
We offer a selection of our most popular items, including exclusive bundles, new launches,
and promotional offers.
How do I return a product?
Initiate a return directly through the TikTok Shop platform by visiting your order history and
following the instructions. Ensure the product is unused and in its original packaging.
Can I cancel my order?
Yes, orders can be cancelled before they are processed for shipping. To cancel, visit your TikTok Shop account or contact TikTok Shop support.
Why was my TikTok Shop order cancelled?
Orders may be cancelled due to payment issues, inventory availability, or incomplete shipping details. Contact TikTok Shop support for further clarification.
What should I do if I face issues with TikTok Shop?
For issues related to TikTok Shop, please contact their support team directly through the application or website.
How long does it take to process and ship my order?
Orders are typically processed within 1-2 business days. Delivery times depend on your location.
Lazada
What is Lazada?
Lazada is an e-commerce platform, allowing you to shop directly while enjoying the
content you love. Gentle Lab has an official store on Lazada to provide a seamless shopping experience.
What products are available on Lazada?
We offer a selection of our most popular items, including exclusive bundles, new launches,
and promotional offers.
How do I return a product?
Initiate a return directly through the Lazada platform by visiting your order history and
following the instructions. Ensure the product is unused and in its original packaging.
Can I cancel my order?
Yes, orders can be cancelled before they are processed for shipping. To cancel, visit your Lazada
account or contact Lazada support.
Why was my Lazada order cancelled?
Orders may be cancelled due to payment issues, inventory availability, or incomplete shipping details. Contact Lazada support for further clarification.
What should I do if I face issues with Lazada?
For issues related to Lazada, please contact their support team directly through the application or website.
How long does it take to process and ship my order?
Orders are typically processed within 1-2 business days. Delivery times depend on your location.
Shopee
What is Shopee?
Shopee is an e-commerce platform, allowing you to shop directly while enjoying the
content you love. Gentle Lab has an official store on Shopee to provide a seamless shopping experience.
What products are available on Shopee?
We offer a selection of our most popular items, including exclusive bundles, new launches,
and promotional offers.
How do I return a product?
Initiate a return directly through the Shopee platform by visiting your order history and
following the instructions. Ensure the product is unused and in its original packaging.
Can I cancel my order?
Yes, orders can be cancelled before they are processed for shipping. To cancel, visit your Shopee account or contact Shopee support.
Why was my Shopee order cancelled?
Orders may be cancelled due to payment issues, inventory availability, or incomplete shipping details. Contact Shopee support
for further clarification.
What should I do if I face issues with Shopee?
For issues related to Shopee, please contact their support team directly through the application or website.
How long does it take to process and ship my order?
Orders are typically processed within 1-2 business days. Delivery times depend on your location.
Lin shop
What is LIN Shop?
LIN Shop is an e-commerce platform, allowing you to shop directly while enjoying the
content you love. Gentle Lab has an official store on LIN Shop to provide a seamless shopping experience.
What products are available on LIN Shop?
We offer a selection of our most popular items, including exclusive bundles, new launches,
and promotional offers.
How do I return a product?
Initiate a return directly through the LIN shop platform by visiting your order history and
following the instructions. Ensure the product is unused and in its original packaging.
Can I cancel my order?
Yes, orders can be cancelled before they are processed for shipping. To cancel, visit your LIN shop
account or contact LIN shop support.
Why was my LIN shop order cancelled?
Orders may be cancelled due to payment issues, inventory availability, or incomplete shipping details. Contact LIN shop support
for further clarification.
What should I do if I face issues with LIN shop?
For issues related to LIN shop, please contact their support team directly through the application or website.
How long does it take to process and ship my order?
Orders are typically processed within 1-2 business days. Delivery times depend on your location.