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Genabelle FAQ - Shipping & Skincare Guide

Genabelle FAQ: Frequently Asked Questions

Frequently Asked Questions

Welcome to the Genabelle Help Center. Here you can find answers about our worldwide shipping, return policies, and PDRN skincare science.

✈️ WORLDWIDE SHIPPING & DUTIES

Q: Where do you ship from & How long does it take? A: We ship directly from our headquarters in South Korea to ensure 100% product authenticity and freshness.

  • Order Processing: 1–3 business days.

  • Standard Shipping (K-Packet/EMS): 7–14 business days.

  • Express Shipping (DHL/FedEx): 3–5 business days.

Q: Will I be charged Customs or Import Taxes? A: Customs policies vary by country. Please note that any import duties, taxes, or customs fees are the sole responsibility of the recipient. We recommend checking your local customs regulations before ordering.

Q: How can I track my order? A: Once your order ships, you will receive a confirmation email with a tracking number. You can use this number on our website or the carrier's tracking portal.

📦 RETURNS & REFUNDS

Q: What is your Return Policy? A: We accept returns within 30 days of delivery for unused and unopened products. Please contact our support team at hello@genabelle.com to initiate a return.

Q: My package arrived damaged or is missing. A: We are sorry to hear that! Please email us immediately with your order number and photos of the damaged items. We will arrange a replacement or refund as quickly as possible.

🧬 PDRN SCIENCE & USAGE

Q: What is PDRN and why is Genabelle's special? A: PDRN (Salmon DNA) is a powerful regenerative ingredient that heals and rejuvenates the skin. Genabelle uses dermatology-grade PDRN sourced for maximum absorption and efficacy, identical to the treatments used in Korean clinics.

Q: Can I use PDRN with Retinol or Vitamin C? A: Yes! PDRN is highly compatible. In fact, using PDRN with Vitamin C or Retinol can help soothe any potential irritation caused by those active ingredients, making your routine safer and more effective.

Q: Is it safe for Acne-Prone or Post-Laser skin? A: Absolutely. PDRN was originally developed to treat wounds. It is excellent for calming inflammation, speeding up acne healing, and regenerating skin after laser treatments.

Q: What is the correct order of use? (Routine Guide) A: For best results, follow this order:

  1. Cleanser (Pink Cloud Cleanser)

  2. Toner (PDRN Toner)

  3. Ampoule/Serum (PDRN Vita Toning Ampoule)

  4. Cream/Moisturizer (PDRN Rejuvenating Cream)

  5. Sunscreen (AM only)