FREQUENTLY ASKED QUESTIONS (FAQ)
General
What makes Mocha Silk Skincare different? Every Mocha Silk Skincare product is handcrafted in small batches using carefully selected, premium ingredients. We focus on creating luxurious skincare products that combine quality craftsmanship with an exceptional self-care experience.
Are your products handmade? Yes. Every product is handcrafted in small batches, carefully inspected, and packaged with attention to detail before it is shipped.
Why does my product look slightly different than the photos? Because our products are handcrafted using natural ingredients, slight variations in color, scent, texture, shape, and appearance are normal. These variations reflect the uniqueness of handmade skincare and do not affect product quality.
Orders
How long does it take to process my order? Most orders are processed within 3–5 business days (excluding weekends and holidays). Processing times may be longer during holidays, product launches, or promotional events.
Can I change or cancel my order? We begin processing orders shortly after they are placed. If you need to make a change or cancel your order, please contact us immediately. While we will do our best to accommodate your request, we cannot guarantee changes once processing has begun.
Shipping
Where do you ship? Currently, we ship only to physical street addresses within the contiguous United States. At this time, we do not ship internationally, to Alaska, Hawaii, U.S. territories, APO/FPO/DPO addresses, or freight forwarding services.
Do you offer free shipping? Yes. We offer Free Standard U.S. Shipping on qualifying orders of $100 or more (after discounts and before applicable taxes).
Is my order insured? Yes. Every Mocha Silk Skincare order is fully insured at no additional cost. If your package is lost or damaged during transit, please contact us within 48 hours of the recorded delivery date, and we'll work with you to resolve the issue.
How can I track my order? Once your order ships, you'll receive a shipping confirmation email with tracking information. Please allow up to 24 hours for tracking updates to appear.
Returns & Refunds
Can I return my order? Due to the hygienic nature of skincare products, we generally do not accept returns of opened or used products. If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery. Please review our Return & Refund Policy for complete details.
Products
Are your products safe for sensitive skin? Many customers with sensitive skin enjoy our products; however, every individual's skin is unique. We recommend reviewing the ingredient list carefully and performing a patch test before full use.
Do your products contain natural ingredients? Many of our products are made with premium natural oils, butters, botanicals, clays, and other carefully selected ingredients. Please review each product page for a complete ingredient list.
Can I use your products if I'm pregnant or nursing? If you are pregnant, nursing, or under the care of a healthcare provider, we recommend consulting your physician before using products containing essential oils or other active botanical ingredients.
How should I store my products? Store your products in a cool, dry location away from direct sunlight. Keep lids tightly closed when not in use. Handcrafted soaps should be stored on a well-draining soap dish between uses. Luxury bars should be stored in a ventilated container or open-air space to help maintain their quality and longevity.
My body butter softened during shipping. Is it still okay? Yes. Natural body butters may soften or melt during warm weather. Allow the product to return to room temperature or refrigerate it briefly before use. Product quality and performance are not affected.
Ingredients & Allergies
How do I know if a product contains an ingredient I'm allergic to? Every product page includes a complete ingredient list. If you have allergies or ingredient sensitivities, please review the ingredient list carefully before purchasing. If irritation occurs, discontinue use immediately.
Gift Giving
Can I send an order directly to someone else? Yes. Simply enter the recipient's shipping address during checkout. Please note that each order can be shipped to one delivery address only.
Contact Us
How can I contact Mocha Silk Skincare? Email: support@
Thank you for choosing Mocha Silk Skincare. We appreciate the opportunity to be part of your self-care journey.
Entice • Nourish • Escape
Mocha Silk Skincare
Mocha Silk Skincare is a luxury handcrafted skincare brand dedicated to creating premium products that nourish the skin while elevating everyday self-care.
Mocha Silk Skincare is a luxury handcrafted skincare brand dedicated to creating premium products that nourish the skin while elevating everyday self-care.