FAQ

Here we have listed the most common questions and answers about our skincare products, shipping, orders, and after-sales policy. If you cannot find your answer, feel free to contact us via email: info@pterho.com

📦 Order & Shipping Q1: How long will my order take to arrive? Standard worldwide shipping takes 7-20 business days. The delivery time depends on your country, local logistics, and customs clearance. There might be slight delays during holidays or peak shopping seasons.

Q2: Can I change my shipping address after placing an order? Address modification is only available within 24 hours after payment. Once your package is shipped, the address cannot be changed anymore.

Q3: How can I track my package? After your order is shipped, you will receive a shipping confirmation email with a tracking number and tracking link.

🧴 Product & Skincare Inquiry Q4: Are your skincare products suitable for sensitive skin? Yes. Our facial masks, face creams and skincare essentials adopt mild, skin-friendly formulas with natural ingredients. They are non-irritating and suitable for most skin types, including sensitive skin.

Q5: What main effects do your products have? Our skincare products focus on hydration, moisturizing, brightening, soothing and repairing. They effectively replenish skin moisture, improve dryness and dullness, and keep your skin smooth and radiant.

Q6: Do your products contain harmful ingredients? All our products are cruelty-free and free of harsh irritants. We adopt safe and premium raw materials, strictly controlled production processes, and prioritize gentle care for your skin.

Q7: What is the shelf life of your skincare products? All products have a long shelf life. The production date and expiration date are clearly printed on the product packaging. Please use it before the expiry date for the best effect.

Q8: How should I store my masks and face creams? Please store our skincare products in a cool and dry place, avoid direct sunlight and high-temperature environments, to maintain product activity and efficacy.

💸 Return & Refund Q9: Do you offer a return policy? We provide a 30-day return & replacement policy. If you receive damaged, defective, expired or wrong items, please contact our support email within 7 days after delivery.

Q10: The product does not meet my expectation, what should I do? Please first check the product description and ingredient introduction. If you have any discomfort after use or receive abnormal products, send us your order number + product photos. Our customer service team will solve your issue within 24 hours.

Q11: How long will I get my refund? Once we receive and confirm your return application, the refund will be processed within 3-7 working days to your original payment account.

📩 Contact Support For any other questions, product consultation, business cooperation, or after-sales service, please reach out to our official email: info@pterho.com Service Time: Monday - Friday (UTC+8) | Reply within 24 business hours