Need assistance? Please refer to the FAQs below or contact us:
- Log in to your LINLANG account > Leave a message in “Messeges”
- Via LINE messaging
- Customer Service Email: hello@linlang.world
During special holidays or promotional periods, customer service demand may be high. Responses will be provided in order.
Q: How do I become a member?
A: To become a member, please complete email registration or log in using a third-party account during your first purchase.
Q: Are LINLANG products made with natural ingredients?
A: LINLANG products use low-allergen, non-irritating natural botanical extracts combined with safe, effective patented ingredients to provide the best soothing effects. All facial care products are free of mineral oils and artificial fragrances.
All LINLANG products are insured with Fubon Product Liability Insurance, offering NT$10 million in product liability coverage. Please rest assured while using them.
Q: What skin types are LINLANG products suitable for?
A: LINLANG is dedicated to offering products suitable for all skin types. However, individual skin types and conditions vary, so the type, quantity, or kind of product used may also differ. Generally, please start with the lightest texture in your skincare routine and gradually use heavier products. You’re recommended to adjust the amount and type of products based on your skin's absorption.
Q: What is the shelf life of LINLANG products, and how soon should they be used after opening?
A: Each product's packaging indicates its expiration date. To maintain the products in their best condition, store them in a cool, dry, ventilated environment. It is recommended to use products within 6 months after opening.
Q: Are LINLANG products GMP certified?
A: LINLANG collaborates with manufacturers certified by ISO 22716 for cosmetics GMP, adhering strictly to GMP production standards.
Q: What should I do if I have order-related issues or need to modify order details and shipping information?
A: For changes to order items, payment methods, shipping addresses, or recipient information, please contact us immediately after placing your order and provide the order number and your request. Changes cannot be made once the order has entered the shipping process.
Q: How do I cancel my order?
A: To cancel an order, please contact us immediately after placing the order and provide the order number. Cancellations cannot be processed once the order enters the shipping procedure. For online credit card payments, refunds will be processed back to the original credit card account within 7-14 days, depending on your card issuer's billing cycle. For more details on the refund timeline, please contact your credit card issuer.
Q: What should I do if there is an error in the shipped product?
A: To protect the rights of both parties, please record the unboxing process and contact customer service within 3 days of receiving the product for assistance. The video should clearly show the unopened package, the unboxing process, the product itself, and the order details. Only complete and original unboxing videos (from unopened to fully opened) are accepted. Fast-forwarded or edited videos will not be accepted.
Q: How can I exchange or return a product?
A: We apologize if the product did not meet your expectations. According to Article 19 of the Consumer Protection Act, a 7-day inspection period (including national holidays) is provided starting from the day the product arrives. The inspection period is not a trial period; for products that are unopened, unused, and in good condition, a return/exchange can be requested within 7 days of receipt. Returns or exchanges will not be accepted after the inspection period.
Q: Why is the shipping fee still displayed at checkout even though the cart total exceeds NT$1500?
A: Cash on delivery does not support free shipping offers. Please choose another payment method to qualify for free shipping at checkout.
Q: I received a phone call claiming to be from LINLANG asking for my credit card information. What should I do?
A: LINLANG will never request any financial account or credit card information through SMS or phone calls, nor will we ask you to visit a bank counter or operate an ATM through these methods. If you receive such a request, please do not follow the instructions. If you have concerns, contact LINLANG immediately or call the Anti-Fraud Hotline at 165. Be cautious of calls showing prefixes like "+," "+2," "+886," or any suspicious numbers. Avoid clicking unknown links or accepting unfamiliar LINE friend requests or messages.
Common scams include "duplicate orders" or "mistaken installment payments" to gain trust and then request online banking or ATM operations. If in doubt, contact your bank directly and refuse to provide any account or personal information to unknown callers. Regularly update and strengthen your passwords (using a mix of upper and lower case letters and numbers) and avoid entering account details on public computers.
For more information on fraud prevention: 165 Anti-Fraud Website.
