FAQs
Orders & Shipping
When will my order ship?
We process and ship orders within 1‑3 business days after payment confirmation. Orders placed on weekends or public holidays will be processed on the next working day.
How long does it take for my order to be processed?
Our team will complete order processing within 1‑3 business days. We prioritize fast fulfillment while ensuring careful packaging for your shampoo bars.
Do you offer international shipping?
Yes, we provide international shipping to most countries worldwide. Please check our shipping policy for excluded regions.
Where is my tracking information?
Once your order has been shipped, you will receive a tracking number via email. You can use this number to monitor your shipment status online.
Where do you ship to? What countries are supported?
We ship to most countries. Some restricted regions are not available for delivery. You can view available shipping destinations at checkout.
Do I need to pay shipping fees for returns or exchanges?
Return shipping costs are borne by the customer unless the return is caused by our mistake (wrong item, damaged goods). Please check our return policy for full details.
My tracking shows delivered, but I haven’t received my package. What should I do?
Please first check with your local mailbox, building management, neighbors or family members. If you still cannot locate your parcel, contact our support team with your order number.
What should I do if my package is lost or stolen?
Please contact customer support with your order number and tracking details. We will work with the shipping carrier to investigate and offer proper solutions.
Who is responsible for customs fees, duties and taxes?
Import duties, customs fees and VAT/GST are the responsibility of the customer. These charges are set by your local customs authority and are not included in our product or shipping price.
Can I change my order after it has been placed?
If your order has not yet shipped, we can try to make changes. Once the order has been processed and shipped, modifications are not possible. Please contact support as soon as possible.
How long will it take for my order to arrive after shipment?
Our orders ship directly from China. After dispatch, delivery normally takes 10‑15 business days. Please note that customs clearance, local postal delays or peak holiday seasons may extend delivery timeframes slightly.
My shampoo bars arrived soft, melted or broken. What should I do?
If your shampoo bar arrives soft or slightly melted, let it air‑dry for 24‑48 hours before use. For broken or severely damaged bars, please contact support with photos for replacement.
Common Questions
Do you offer discounts or promotional codes?
We occasionally run promotions and release discount codes. Subscribe to our newsletter to stay updated on our latest offers.
What payment methods do you accept?
We accept credit cards, debit cards, PayPal, Apple Pay, Google Pay and Shop Pay. Available payment options are shown at checkout.
What are your product prices?
All up‑to‑date prices are displayed on our product pages. Prices may vary during promotional events. Subscription members enjoy special pricing.
How quickly will I see results?
Results vary from person to person based on your scalp and hair condition. Most users notice visible improvements after around 2 weeks of consistent regular use.
Is your packaging eco‑friendly and recyclable?
Our packaging is designed to be sustainable, biodegradable and recyclable to reduce environmental impact.
Are your products safe for children?
Our formulas are gentle and naturally‑derived. They are suitable for older children. Please supervise young kids during use.
Account & Subscriptions
How do I create or log into my account?
You can create an account during checkout or via the account page on our website. If you already have an account, enter your email address and password to log in.
How can I manage my subscription?
Log into your customer account and go to the subscription section. From there you can view all your active subscription details, including upcoming order dates and product information.
Can I pause my subscription?
Yes, you may pause your subscription within your account dashboard. You can set a pause duration and re‑activate it whenever you are ready.
How do I change my subscription plan?
Inside your account subscription page, you are able to switch your plan, adjust product quantities or swap shampoo bar variants. Changes will apply to your next upcoming order.
How do I adjust my subscription delivery schedule?
Go to your subscription management page in your account. You can modify your delivery frequency. All adjustments will apply to your next scheduled shipment.
How to cancel my subscription?
You can cancel your subscription directly from your account subscription area. Cancellation will take effect for your following order; orders already processed cannot be cancelled.
Returns
What is your return and exchange policy?
We accept returns within 30 days from the date of delivery. Products must be unused and in their original packaging. Return shipping is the customer's responsibility, except for defective or wrong‑item cases. Please contact support before initiating a return.
Can I return the product if I am not satisfied?
Yes. If you are not satisfied with your purchase, you may request a return as long as the product is unused and meets our return conditions. Please contact our support team to start the process.
Do your products come with a warranty?
Our products are manufactured under strict quality standards. If you receive a defective item, please contact us with photos. We will arrange a replacement or refund for quality‑related issues.
Products
Do your shampoo bars contain soap base? Are they alkaline?
Our shampoo bars do not contain traditional soap base (fatty acid salts). We adopt mild amino‑acid surfactants as the cleaning system. The pH value ranges from weakly acidic to neutral, close to the pH of healthy scalp, delivering gentle yet effective cleansing and avoiding dryness and irritation caused by soap‑base formulas.
What are the key ingredients of your shampoo bars?
Our formulas draw on Dong ethnic herbal wisdom. The Tea‑bran Amino‑Acid Shampoo Bar features tea‑bran extract, blended with camellia seed oil, ginger and fleece‑flower root. The Platycladus Leaf Amino‑Acid Shampoo Bar uses platycladus leaf extract mixed with mugwort and green tea. Natural camellia seed oil is added across all bars to moisturize hair while cleansing.
Are your shampoo bars cold‑process or hot‑process soap?
Our shampoo bars are neither cold‑process (CP) nor hot‑process (HP) soap. Traditional cold/hot‑process soaps rely on saponification between oil and lye to create soap base. We use a modern amino‑acid surfactant system to combine amino‑acid actives with herbal ingredients into solid bars. This avoids strong‑alkali conditions and better preserves herbal ingredient activity.
What is an amino‑acid shampoo bar? How is it different from regular soap‑based shampoo bars?
An amino‑acid shampoo bar is a solid cleanser powered mainly by amino‑acid surfactants. It is weakly acidic and skin‑friendly with low irritation. Regular soap‑based shampoo bars are made from fatty‑acid salts, which are highly alkaline and may over‑strip scalp natural oils, leading to dry and tangled hair.
Are your products vegan and cruelty‑free?
Yes. All our products are vegan formulated and never tested on animals. We keep creating effective products in ways that are kind to living beings and our planet.
How long does one shampoo bar last?
Service life depends on hair length and usage frequency. An 80 g shampoo bar can be used around 60‑80 times for medium‑long hair, equivalent to roughly 3 months of regular use.
What is the shelf‑life of your products?
Unopened shampoo bars have a shelf‑life of 3 years. Once opened, we recommend using it within 12 months for best performance.
What are bamboo holders and how do I use them?
Bamboo holders are specially designed draining racks for shampoo bars. Place your wet shampoo bar on top after use. Its slotted structure lets water run off quickly, keeping the bar dry and extending service time. Keep the bamboo holder away from long‑term water immersion.
How should I store my shampoo bar?
After each use, place your shampoo bar in a well‑drained soap holder in a dry and ventilated spot. You can also hang it with a foaming net for good air‑drying. Never leave it sitting in pooled water, which will shorten the bar’s lifespan.
Hair Care Tips
Can I use the shampoo bar for body or facial cleansing?
Yes. Our mild amino‑acid formula works well for body washing. The Tea‑bran bar suits full‑body cleansing, while the Platycladus Leaf bar is great for oily or breakout‑prone skin on your back. Facial skin is more sensitive, please complete a patch test behind your ear or inner arm before facial use.
Do I need to use conditioner with a shampoo bar?
Shampoo bars clean your scalp and strands thoroughly, while conditioner neutralizes static, closes hair cuticles and boosts smoothness and shine. Long hair or color‑damaged hair will see better results with conditioner or hair oil.
Why is the lather less rich than liquid shampoo from stores?
This is typical for amino‑acid formulas. Many commercial liquid shampoos add extra foaming agents for lots of bubbles. Our shampoo bars create soft, dense lather. Cleaning power does not depend on foam volume, and our lather is enough for thorough cleansing.
What is the correct way to use a shampoo bar?
Fully wet your hair and the shampoo bar. Rub the bar with your hands or a foaming net to create soft lather. Apply foam onto wet hair and massage your scalp with fingertips. Rinse thoroughly. A short adjustment phase of 1‑2 weeks may happen for new users.
Which shampoo bar suits my hair and scalp type?
The Tea‑bran Amino‑Acid Shampoo Bar works best for oily, flat hair for deep scalp cleansing and root volume. The Platycladus Leaf Amino‑Acid Shampoo Bar supports scalp care and hair strength and can be used as periodic treatment. Both bars fit sensitive scalps. Consult a dermatologist if you have special scalp conditions.
Brand & Heritage
What does our brand philosophy "Live in Harmony with Mountains" mean?
"Live in Harmony with Mountains" is our core brand belief. We respect the wisdom passed down by the Dong people and maintain a gentle, sustainable relationship with nature. We source botanicals responsibly from mountain regions, protect local ecosystems, and give back to mountain communities.
What is the 5% Profit Community Giving Program?
We commit 5% of our annual profits to support local mountain communities. The funds go toward infrastructure, education and livelihood projects for the Dong ethnic villages where our herbal ingredients originate.
About our Guangxi flood relief donation initiative
In response to the severe Guangxi flood disaster, we launched a dedicated donation campaign. A portion of our sales revenue was fully donated to support flood relief and community recovery for affected local families.
The Dong ethnic group’s herbal hair care tradition
For generations, the Dong people of Guangxi have used local mountain botanicals like tea bran and platycladus leaf for hair cleansing and scalp care. Our shampoo bars inherit this ancient herbal wisdom and combine it with modern gentle formulation technology.