Got Questions?
Below are some FAQs that might solve your problem, otherwise please message us by:
Below are some FAQs that might solve your problem, otherwise please message us by:
- Clicking "Message Shop" in the menu
- Facebook、Instagram or LINE
- emailing service@nomelnomel.com
- calling 02-3707-6706 #770
PRODUCTS
Q: What skin types are nomel products suitable for?
A: Our products are appropriate for all skin types: they’re dermatologically-tested, hypoallergenic, non-irritating, paraben-free, and alcohol-free!
A: Our products are appropriate for all skin types: they’re dermatologically-tested, hypoallergenic, non-irritating, paraben-free, and alcohol-free!
Q: Are the products safe?
A: Our products are made with extra care and are all certified under IFRA. 100% safe!
A: Our products are made with extra care and are all certified under IFRA. 100% safe!
Q: When does the product expire?
A: For the best quality, it is generally recommended that each product be used within 3 years of manufacture or within 6 months upon opening...but we think you’ll love our products so much that this won’t even be an issue!
A: For the best quality, it is generally recommended that each product be used within 3 years of manufacture or within 6 months upon opening...but we think you’ll love our products so much that this won’t even be an issue!
Q: Why are products discontinued?
A: Products will be discontinued if there is a significant decline in demand or to make way for new products. However, we are always happy to offer assistance on replacements or addition of alternative products.
A: Products will be discontinued if there is a significant decline in demand or to make way for new products. However, we are always happy to offer assistance on replacements or addition of alternative products.
ORDERS
Q: I placed a successful order but why didn’t I receive a confirmation email yet?
A: If you placed a successful order you should receive a confirmation email with an order number. If you don’t receive an email, please check your order status by signing into your account on our website or contact us to ensure your order went through.
Q: Why was my order canceled / declined?
A: There can be a number of reasons why your order got canceled. It can be due to the fact that the item you ordered went out of stock and is no longer available or the billing address does not match the requested shipping address, in which case the order will be canceled without exception. We recommend you contact us to find out the exact reason.Q: What should I do if I want to revise or have questions about my order?
A: If you want to revise your item, payment method, shipping address or any information, please contact us right after you place your order and provide your order number and your requirements. Once the order has entered the shipping process, the requirements will not be accepted.
Q: What should I do if I want to cancel my order?
A: If you want to cancel your order, please contact us right after you place your order and provide your order number. Once the order has entered the shipping process, the requirement will not be accepted.
Q: Why can’t I use the "First Purchase" or "One-Time" Discount?
A: This usually happens when a previous order failed to complete payment or exceeded the payment time, but the order has not yet been marked as “Cancelled.” The discount is temporarily applied to the first order. Once the order is cancelled, the discount will be restored and can be used again. Please contact Customer Service if you need assistance.
A: This usually happens when a previous order failed to complete payment or exceeded the payment time, but the order has not yet been marked as “Cancelled.” The discount is temporarily applied to the first order. Once the order is cancelled, the discount will be restored and can be used again. Please contact Customer Service if you need assistance.
Q: Why does my checkout page display the message "Your selected items do not have the same payment or delivery method, please check again."?
A: This message typically appears when your cart contains items that are restricted for international shipping to your specific region.Please review and remove the restricted items from your cart to proceed with the checkout. The current restrictions for shipping are as follows:
[Hong Kong Region]The following individual products and any bundles containing them cannot be shipped:
- Glowpacity Barrier Mesh Oil Mist
- Everyday To-go Sunscreen Mist
- 24H Full-time Glow Set (Includes Glowpacity Barrier Mesh Oil Mist)
- Everyday Sunscreen Duo (Includes Everyday To-go Sunscreen Mist)
DELIVERY
Q: Does nomel ship worldwide?
A: Yes. But please note that due to aviation safety regulations, 'Spray' products cannot be shipped to Hong Kong. Generally, we ship worldwide except for locations that are practically unreachable. You can add items to your cart and proceed to the checkout page to view the available shipping destinations and delivery fees. If you have any further questions, please feel free to contact our customer service team.Q: How long will it take for my order to arrive?
A: Orders placed over the weekend will not be processed until the following business day. Please allow 1-3 business days for order processing and shipment, and an additional 2-5 business days for delivery. International orders take 6-10 or more days to arrive.Q: How can I edit my shipping address?
A: If your order is shipping to an incorrect address, please let us know immediately after you placed your order.
PAYMENTS
We accept VISA / MasterCard / JCB / UnionPay.
Q: Are my credit card details and personal information safe?
A: nomel protects your private information at all costs, to the extent permitted by law. We provide the latest in security technologies to ensure that your credit card information, personal information and shipping / billing information are confidential and secure. Unfortunately, however, please remember that no data transmission over the internet can be guaranteed to be 100 % secure, therefore we cannot guarantee or warrant the security of any information you transmit to or from our websites.Q: My LINE Pay payment failed. How can I pay again?
A: Once the payment page is closed, the order will be canceled automatically. Please wait 20 minutes before reordering. All discounts and gifts will be restored.
Q: My credit card payment failed. How do I recover my points and credits?
A: Orders are automatically cancelled if the payment time expires. Please wait 20 minutes to reorder. All discounts and gifts will be restored.
STORES
Q: Will online promotion apply to store purchases?
A: Different platforms have their own promotion or special editions. Please follow each platform’s announcement / rules.
Q: If I purchase through nomel website and want to apply for return, can I just return it to the store?
A: Please contact our customer service first, we will assist you with the process.Q: If I purchase in store, but for any reason I am not fully satisfied and want to return afterwards, can I apply for exchange or return in store?
A: No, we don’t take return or exchange from store purchases afterwards. Unless there is an obvious defect on the product itself. Please take advantage of trying out products in store and make sure you’re given the correct selections as you purchase, our sales staff will remind you again before you make the purchase. We suggest you take some sachets with you too if you are yet unsure about buying our skincare products!Q: Can I have my purchase in store sent to my house directly?
A: Yes, but only limited to shipping in Taiwan area, and you will need to pay an extra shipping fee of $80 NTD. Our sales staff will ask for your email and information for tracking reference.
