Contact

01

First, tell us who you are

We need enough information to find your order and reply to the right person.

Full name *

Email address *

Phone number Optional

You do not need to provide a phone number to receive support.

Country / region *

Preferred reply language *

Preferred contact method *

02

Now tell us about your order

Even if your question is not about shipping, order details help us identify the exact product and purchase.

Where did you purchase? *

Order number Strongly recommended

Usually shown in your order confirmation email.

Email used for the order Optional if same as above

Approximate purchase date

Which product is this about? *

Quantity affected

Do you still have the original product and packaging?

03

What exactly do you need help with?

Choose the closest category first. We will ask for the details our team normally has to request by email.

Main reason for contacting us *

Shipping & delivery details

What does your tracking currently say?

Tracking number

Expected / shown delivery date

Carrier shown in tracking

If marked delivered, have you checked these?

Mailbox, porch, reception and safe places Neighbors / household members Contacted the carrier directly Checked any delivery photo or proof of delivery

Return / refund details

Date you received the product

Current condition

Why would you like to return it?

Which outcome are you requesting?

Refund Replacement Exchange Not sure

Missing, incorrect or damaged order

How did the outer package arrive?

What is missing / wrong / damaged?

Do you have clear photos of the package, shipping label and affected item?

Yes Some No

Keep them available. Our team may ask you to reply with the images after reviewing this request.

04

Device, usage & troubleshooting

Even if you think one of these questions is unrelated, the answers can rule out common causes immediately.

When did you first use the product?

How often have you been using it?

Does the device power on?

What happens while charging?

Controller / button behavior

LED behavior

Which troubleshooting steps have you already tried?

Select every step you have completed.

Fully charged the controller / device Disconnected and firmly reconnected all cables Tried a different wall outlet / power source Used the original included cable / accessories Powered everything off and restarted Inspected connectors for visible damage or debris Cleaned the device according to the care instructions I have not tried troubleshooting yet

Has the product experienced any of the following?

Dropped / impact Unexpected liquid / water exposure Extreme heat / direct heat exposure Bent, frayed or damaged cable / connector Problem started after travel / transport None of these

Describe exactly what happens, in order

05

Give us the details that usually require another email

This section is intentionally thorough. The goal is to reduce back-and-forth with customer service.

When did the issue first start?

Can you reproduce the problem?

Are you using only the accessories supplied with the product?

How is the product usually cleaned / cared for?

How is the product normally stored?

Has anyone else used this same product?

If your question is about usage or results, tell us about your routine

I start with clean, dry skin I follow the recommended session length I follow the recommended treatment frequency I apply skincare after the LED session I apply skincare before the LED session Not applicable to my question

What did you expect to happen?

What actually happened?

06

Last step — what would a good resolution look like?

We cannot guarantee a specific outcome, but knowing your preference helps the team handle the request efficiently.

Preferred resolution *

Troubleshooting help Order / delivery update Replacement review Refund / return review Product / usage guidance Promotion / pricing review Something else I'm not sure — advise me

In one or two sentences, what is the most important thing our team should know? *

Anything else we should know? Optional

Before sending, confirm the following *

I have checked that the email address, order details and answers above are accurate. I understand customer service may still ask for photos, video, proof of purchase or additional information when needed.

Before you send

Your answers will be combined into a structured case summary so the support team can review the request without starting from zero.

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