Question 1

What is L&L SKIN and how long have you been operating?

Accepted Answer

L&L SKIN is a Japanese beauty-tech brand under L&L Skin Tech Co., Ltd. Founded in 2018, backed by 21 years of industry experience. (llskinshop.com)

Question 2

What sets L&L SKIN apart from other brands?

Accepted Answer

We combine exquisite design, high‑quality manufacturing, fast global shipping, and exceptional after‑sales service to support your skincare journey.

Question 3

What types of products does L&L SKIN offer?

Accepted Answer

We offer innovative tools including light therapy devices, microcurrent and RF tools, facial/body massagers, oral irrigators, hair removal devices, hairdryers, and red‑light hair growth combs.

Question 4

What is the brand’s purpose or philosophy?

Accepted Answer

“Life and time flow like water. L&L SKIN keeps you glowing like the morning dew.”

Question 5

What customer policies and support do you offer?

Accepted Answer

We offer 24/7 customer support, fast global shipping, and a 30‑day return guarantee.

Question 6

Do you have physical counters in Hong Kong?

Accepted Answer

Yes, our products are available at Lane Crawford in Hong Kong. For specific details, please contact service@llskinshop.com.

Question 7

Where is your location?

Accepted Answer

We are in Japan.

Question 8

Has your products passed the relevant safety certification？

Accepted Answer

Yes, all products are certified safe. However, please read instructions carefully before use, as some ingredients may still cause allergies or discomfort to certain individuals.

Question 9

Is https://llskinshop.eu/en/ also your official website?

Accepted Answer

Yes, it is our European site. However, we do not provide after-sales support for orders placed there. Please contact their local team directly for assistance.

Question 10

What is the warranty period for the product, and how can I request warranty service?

Accepted Answer

Our products usually come with a one-year warranty from the date of purchase, depending on the specific product. Please refer to your purchase page for details. To request warranty service, please email your order number, product model, and a description of the issue to service@llskinshop.com, and we will help verify and guide you through the warranty process.

Question 11

I’m not sure how to use the device. Could you guide me?

Accepted Answer

Thank you for reaching out. We’re happy to assist you. To receive user manuals or video tutorials, please email your product model and a description of your question to service@llskinshop.com, and we will promptly provide detailed usage guidance.

Question 12

How can I tell if the product is charging properly if no light is being displayed to show it is charging?

Accepted Answer

There should be a charging indicator light while it is charging.

Question 13

Can I use VIA 3 in 1 every day?

Accepted Answer

We recommend using it 2-3 times a week for no more than ten minutes each time

Question 14

Can I use it every day?

Accepted Answer

Yes, you can use it every day. We suggest 5-10 mins each time, twice in a day, once in the morning, once in the evening.

Question 15

Can pregnant women use it?

Accepted Answer

You can use the devices for facial treatment, but for body treatment, please follow your doctor's advice.

Question 16

I have sensitive skin, can I use them?

Accepted Answer

L&L SKIN devices are made of safe materials with international standards like CE and ROHS. They are proved to be safe, healthy and no irritation to skin. It is suitable for all skin types.

Question 17

Cooling mode is not cool or hot mode is not heating, what’s the reason?

Accepted Answer

1. Check whether the product electricity is in shortage.
2. Check if the device starts correctly.
3. Restart the product.

Question 18

My MAMI device won’t turn on or charge. What should I do?

Accepted Answer

Please try using a different charging cable and check that both the device and charging port are undamaged. In some cases, we recommend charging the device directly without the base to see if it powers on. If the issue persists, please email your order number and a description of the problem to service@llskinshop.com, and we’ll assist you further.

Question 19

I was about to place my order, but the discount disappeared. What should I do?

Accepted Answer

We’re sorry for the inconvenience. Some promotions may be time-limited or have already ended. Please try refreshing the page to check if the offer is still available. If you encountered an issue during checkout, kindly email a screenshot and your order details to service@llskinshop.com, and we’ll assist you based on your situation.

Question 20

I’m concerned that I might have an allergic reaction to the product. What should I do? What if I experience irritation after using it?

Accepted Answer

Thank you for your concern. To ensure safe use, we recommend performing a patch test on the area behind your ear or the inside of your arm before first use, and carefully reading all precautions in the product manual. If you experience any allergic reaction or noticeable discomfort during testing, we do not recommend continuing use. If you have any questions or need further assistance, please email your order number and a description of your situation to service@llskinshop.com, and we will be glad to help you.

Question 21

What are the sizes of Large Capacity Folding Travel Cosmetic Bag？

Accepted Answer

14*27*14cm

Question 22

The product suddenly stopped vibrating and is not working. What should I do?

Accepted Answer

1. Check to see if the device needs to be charged.
2. Recheck to see if the device starts correctly.
3. Restart the device.
4. Please contact the brand distributor.

Question 23

What are the differences among different lights?

Accepted Answer

1. Red light for rejuvenation.
2. Blue light for calming skin and shrinking pores.
3. Green light for anti-inflammatory and glow skin.

Question 24

Why I’ve been using the product but don’t see any results？

Accepted Answer

Thank you for your feedback. We recommend following the usage instructions and frequency guidelines provided on the product page, as some results may take time to appear with consistent use. If you still don’t see improvements, please email us your usage details at service@llskinshop.com, and we’ll provide further personalized guidance.

Question 25

Will my skin get red?

Accepted Answer

Redness may occur during the treatment. However, this should pass after 2-3 hours.

Question 26

Are there any precautions I should take before and after using the product?

Accepted Answer

To ensure safe and effective use, we recommend cleansing your skin before use and performing a small patch test to check for any sensitivity. After use, clean the device surface promptly and avoid applying strong skincare products or exposing your skin to direct sunlight

Question 27

Can I use my own essential oils?

Accepted Answer

KUMI comes with a special essential oil cartridge, the capsule is sealed and cannot be removed to inject your own essential oil.

Question 28

My product is not damaged but has a device failure and cannot work properly

Accepted Answer

You can fully charge the device to ensure normal charging, test the performance again and operate the buttons correctly. If there are still problems, please contact service@llskinshop.com.

Question 29

The battery cannot be charged

Accepted Answer

It may be due to adapter clapping or interface blockage. You can try replacing the adapter or cleaning the interface

Question 30

How to clean my product

Accepted Answer

If there is small dust, wipe it off. If there are obvious stains, use a cotton swab or soft cloth soaked or dipped in professional cleaning agent to wipe it off.

Question 31

Can I use the product while charging?

Accepted Answer

No, you can't. Avoid using it during charging to prevent overheating and battery damage. Charge fully before use. Contact service@llskinshop.com if needed.

Question 32

Why doesn't my MIGA produce water?

Accepted Answer

It may be your first time using or not using it for a long time. You can add an appropriate amount of water to the nozzle installation port, reinstall the nozzle, and then turn on the power switch

Question 33

Can children use the product?

Accepted Answer

Certain products emit blue/UV light or strong energy that may harm children's developing eyes or skin. Always check age warnings before use.

Question 34

Does IPL work on light hair (blond hair) ?

Accepted Answer

No. The device is not effective on light-colored hair (e.g., blond, gray, or white) due to reduced pigment absorption. We do not recommend use on light hair to avoid suboptimal results.

Question 35

What is the ingredience in the oil capsule?

Accepted Answer

KUMI essential oil adopts high concentration biological peptide PRO essence, which focuses on strengthening the reconstruction of the hair core and giving new life to your hair.

Question 36

Does MAMI include microcurrent functionality?

Accepted Answer

No. This device does not utilize microcurrent technology. Its core functions are based on multipolar radio frequency and optical energy for skin rejuvenation.

Question 37

What are the uses of hot and cold therapy, and what serums/gels should I use?

Accepted Answer

Hot therapy boosts circulation, opens pores, and enhances product absorption. Use with hydrating or nutrient-rich serums.
Cold therapy soothes inflammation, reduces redness, and minimizes pores. Pair with calming or gel-based products.
Always choose products suited to your skin type and needs.

Question 38

What are the benefits of hot and cold therapy?

Accepted Answer

Hot therapy improves blood circulation, boosts metabolism, and opens pores to enhance product absorption.
Cold therapy soothes irritation, reduces inflammation and pore size, and is ideal for sensitive or sunburned skin.
Choose based on your skin’s needs.

Question 39

What is the irradiance of the LED light mask?

Accepted Answer

Our Face Mask device provides an energy output of 16~30mW/cm2. A range of 16–30mW/cm² is considered effective for LLLT and safe for home use.

Question 40

Will using KUMI's essential oil function burn my hair?

Accepted Answer

No, it will not burn your hair. KUMI features a zero-heating design and uses Nebulizing Airflow Technology, which atomizes essential oils into fine micron-sized droplets via high-speed airflow—no heat involved. This ensures safe, even distribution without thermal damage while enhancing hair absorption and care effectiveness.

Question 41

I’ve paid, but my order still shows as unpaid. What should I do?

Accepted Answer

This may be due to a system delay or sync issue. Please email us your payment receipt or transaction screenshot to service@llskinshop.com and we will manually verify your order and update the status.

Question 42

How do I pay using PayPal?

Accepted Answer

At checkout, select the PayPal option. You can log in with your existing PayPal account, or register a new one if needed .

Question 43

Can I pay by credit card?

Accepted Answer

Yes. Choose Credit Card at checkout, enter your card details (Visa, Mastercard, etc.), and complete the order .

Question 44

What payment methods do you accept?

Accepted Answer

We accept 8 payment methods, including PayPal, American Express, Diners Club, Discover, Maestro, Mastercard, Visa, and Afterpay (llskinshop.com, ll-skin.tenereteam.com).

Question 45

What is the checkout process for credit card payment?

Accepted Answer

1. Add items to cart and click Proceed to Checkout. 
2. Enter shipping info and continue. 
3. Choose shipping, then continue to payment. 
4. Select Credit Card, fill in card info, and complete the order.

Question 46

What happens after I complete payment?

Accepted Answer

You’ll receive a confirmation and soon after, your package will be shipped .

Question 47

My payment failed. What should I do?

Accepted Answer

Payment failure may result from network issues, card verification problems, or platform restrictions. Please check your card status and try a different browser or device. If the problem persists, email us a screenshot of the error at service@llskinshop.com and we’ll assist you.

Question 48

I didn’t receive a confirmation email after payment. Does that mean my payment failed?

Accepted Answer

You should receive a confirmation email within a few minutes after payment. Please also check your spam folder. If you didn’t receive it or are unsure about your payment status, email your payment screenshot to service@llskinshop.com and we’ll check it for you.

Question 49

Do you offer cash on delivery?

Accepted Answer

We’re sorry, but we currently do not offer cash on delivery. We recommend using secure online payment methods such as credit cards or PayPal.

Question 50

Can I change my payment method after placing an order?

Accepted Answer

No, but you can cancel your order for free within 24 hours and place a new one with your preferred payment method.

Question 51

Is my payment information stored securely for future purchases?

Accepted Answer

Rest assured, your payment information is encrypted and stored securely using industry-standard protocols to ensure safe and convenient future purchases.

Question 52

What currency options are available for international payments?

Accepted Answer

Yes, your payment information is encrypted and stored securely using industry-standard protocols to ensure safe and convenient future purchases.

Question 53

Do you support installment payments?

Accepted Answer

This depends on the policies of the bank card, which are currently not supported by the backend

Question 54

Is there a membership plan?

Accepted Answer

Yes! After registering an account, earn points by completing the tasks to redeem rewards. High-value discount codes are automatically generated and sent to your email.

Question 55

Can I split my payment across multiple credit cards?

Accepted Answer

Sorry, it's not possible.

Question 56

What should I do if my bank blocks the transaction for security reasons?

Accepted Answer

This is a bank card issue, not a Shopify issue. Contact the bank to inquire about the situation

Question 57

Can I ask for an invoice?

Accepted Answer

Yes, you can. Please email us at service@llskinshop.com and we will show you how to proceed.

Question 58

Can I get a refund for an unused discount code？

Accepted Answer

Unfortunately no, but you may cancel the order (if unshipped) and reorder using the discount. Contact us at service@llskinshop.com for assistance.

Question 59

Do you accept digital wallets like Apple Pay or Google Pay?

Accepted Answer

Not currently. We only accept credit/debit cards and PayPal for online payments. We are actively working to add more payment options in the future.

Question 60

How can I track my order?

Accepted Answer

Once your order ships, we will email you the tracking number and shipping provider so you can follow the delivery progress.

Question 61

How long does it take to process and ship my order?

Accepted Answer

Most orders are processed within 1–2 business days, Monday through Sunday.

Question 62

Why does the tracking show “delivery failed”?

Accepted Answer

“Delivery failed” may be due to no one being available to receive the package, an incomplete address, or an unsuccessful delivery attempt. We recommend contacting your local carrier to arrange redelivery. If you need help, feel free to email your order number to service@llskinshop.com and we’ll assist you.

Question 63

How can I cancel my order?

Accepted Answer

You must email service@llskinshop.com with your order number and contact info before 7:00 PM PST on the same day. After shipping, returns must follow the return policy.

Question 64

How long does delivery usually take?

Accepted Answer

Normally, delivery takes approximately 7–15 business days after shipment, depending on your shipping address and the carrier’s schedule. To confirm the estimated delivery time for your order, please email your order number to service@llskinshop.com, and we will check the latest status for you.

Warenkorb

Your Cart

Häufig gestellte Fragen