FAQ

Frequently asked questions

Q&A about A signal for bright, transparent light

Q.My skin gets flaky after using the products. How can I exfoliate my skin?


A. Flaky skin is caused by various factors such as skin condition, weather condition or
external triggers which can be compared to a heater where a lot of external key factors
play a key role in its functionality.
Dry Skin Flaking on dry skin often happens when the lipids- that are binding each skin cells- are
lacking and they lead to rapid shedding skin cells. If the skin is exfoliated by force, the
skin can get drier and become very sensitive. Using INCELLDERM products will keep
your skin moisturized. If you feel a warm sensation on your skin, it is suggested to use a
cool towel to soothe your skin.
Active Clean-Up Powder can be used as a daily cleanser and a deep cleanser as
needed. In case of deep cleansing, you may apply the foam of Active Clean-Up Powder
on the face, leave it on there for approximately 1 to 3 minutes and wash it off with
lukewarm water once in 1~ 2 weeks. Oily Skin In most oily skin cases, skin cells missed their shedding period and are overly piled up.
Those overly piled skin cells interfere products from getting absorbed and cause skin
problems, which requires regular skin exfoliation.
In case of deep cleansing, Active Clean-Up Powder can be used as a daily cleanser
and a deep cleanser as needed. You may apply the foam of Active Clean-Up Powder
on the face, leave it on there for approximately 1 to 3 minutes and wash it off with
lukewarm water once or twice a week.




Q. My skin gets flaky after using the products. Why is that?


A. When products are used, the rate of skin cell turnover increases and the skin
complexion and texture improve, so the dead skin cells that had piled up in granular
layer will be pushed up to the surface on the top layer of your skin. Flaking is natural,
but temporary. Using the products day by day helps the skin turnover cycle become
regularized, reduces the dead skin cells and makes skin smooth and soft.

  • What to do when skin gets flaky after washing face
Active CleanUp Powder is a low acid product which contains papain extracted from the
raw fruit of papaya plant, and it helps to exfoliate dead skin cells. First, spray Vallatto Oil
Mist evenly on your face. Apply Dermatology Booster, Dermatology Serum and then Dermatology Booster in order depending on your skin type to keep your skin hydrated,
and then put on Active Cream to keep the oil and water balanced.
For those with a very dry skin, wash your face with lukewarm water and then moisturize
immediately with Vallatto Oil Mist. Also, you may use Vallato Oil Mist frequently
whenever the skin gets dry such as before putting on the basic products, after putting
makeup on and/or during outside activities.
  • What to do when your makeup pills
You might experience makeup pilling when products haven’t absorbed and remain on
the skin, and it may feel like your skin is covered with tiny flakes.
Each skin can absorb different amounts of products. INCELLDERM basic products
absorb and the rest of them creates skin protective barrier. This barrier might cause
pilling when makeup is put onto face. If that happens, do as follows: What to do before makeup Apply Vallatto Oil Mist – Dermatology Booster – Dermatology Serum- Dermatology Booster- Active Cream and absorb completely before applying makeup to avoid pilling. What to do after makeup Spray Dermatology Booster in the area you experience pilling, let it absorb and then fix the makeup with Cocktail Aqua Sun Gel. It will make your makeup look fresh and natural.




Q. My skintone got brighter and more radiant after using the products. Why is that?


A. The young child’s skin contains a lot of moisture. However, as we get older, the layer
that keeps moisture becomes weaker, and it leads to dryness.
INCELLDERM products help firming the moisture barriers, providing moisture and other
nutrients to minimize the appearance of wrinkles and even remove them, which helps
your skin stay hydrated and radiant.




Q.My face got smaller and slimmer after using the products. Why is that?


A. As we get old, the production of collagen and elastin starts to decline and this
decrease weakens skin elasticity. Our face looks bigger as the fat on cheek and chin
gets saggy and loose.
However, using INCELLDERM products day by day will help stimulate collagen,
strengthen muscle memory and boost our skin elasticity. It helps the face find its size
back and have a slimmer and thinner look.




Q. My skin feels tightened and dry after using the products. Why is that?


A. INCELLDERM Xtasome(Nano-liposomes) penetrates deeper into the skin and helps us
reverse aging at a cellular level while other skin care products on the market provides
oil and moisture on the surface of your skin. This can cause you to feel tightened and
dry on your skin. This symptom is stronger during dry season. We suggest to use
Vallatto Oil Mist before using the basic products or after putting on makeup in order to
relieve the tight pulling sensation.




Q. Some people claim their skin gets irritated after using the products. Why is that?


A. Xerosis cutis/A very dry skin can be dull, skaly or rough and looks similar to desert that
is all cracked up due to drought, and when your skin is looked under a microscope, the
lipid layers between keratinocytes had collapsed and look like fine cracks, so when the
products absorb, it causes a burning sensation.
Water-based lotions may irritate xerosis cutis instead of healing your skin or soothing
symptoms, so it is recommended to use Vallatto Oil Mist right after washing or before
using the basic skin care products, then use Active Cream and First Dermatology
Serum.
After a week, depending on the skin condition, Dermatology Booster can be used in the
last step. However, whenever the burning sensation is experienced, it is recommended
to use Vallatto Oil Mist to create a skin protection barrier.




Q. INCELLDERM products are FDA approved as a whitening and anti-aging
dual-function. However, some have complained about getting more fine lines after using the products. Why is that?


A. What causes the wrinkles is the aging of collagen cells which leads the boundary
between the epidermis and dermis to become uneven. However, once the collagen cells
in the dermis start to regenerate, the boundary between the epidermis and dermis
becomes more uneven for a while, creating even new, yet temporary fine lines. Fine
lines will come and fade while boost the dermis so that the boundary between the
epidermis and dermis will become even. Once this blending phase is over, the skin will
feel a lot more firmer and smoother.




Q. Some say they feel an itching sensation after using the products. Is it because the products are not suitable for their skin?


A. No. That’s not it. When the active ingredients in Xtasome(Nano-liposome) absorb
deeper into your skin, they stimulate capillary and make blood vessels healthier and you
might feel an itching sensation, which is similar to a healing wound causes itching. This
can happen when you use INCELLDERM products at the initial stage.




Q. Some people say more dark spots appear on their face after using the products. Why is that?


A. Yes, more dark spots can appear. Melanin cells that produce dark spots exist in the
innermost side of the epidermis which is called “stratum basale”.
What we see as dark spots is the full of melanin in the stratum basale – stratum
spinosum - stratum granulosum – stratum corneum.
Once you start using INCELLDERM products, the skin complexion will improve fast as
the melanocyte cells in the stratum basale will move up fast until it reaches the stratum
corneum, which makes dark spots more visible for a transient period.
This is very natural and once the products are used more consistently, those dark spots
will be lightened or disappeared.




Q. Acne/ pimples are visible after using the products. Why is that?


A. In most general cosmetic products, surfactants are used to emulsify. Thus,
customers who have used other cosmetic products will most likely still have surfactants
or dermal toxicity in their skin. Using INCELLDERM products will improve your skin
overall by eliminating the dermal toxicity that may still be in your skin. Pimples or red
spots might appear while your skin adjusts to new products.
To shorten this process, it is recommended to use small amounts of Incellderm products
in the beginning, observe the reactions and to give the skin some time to adjust.




Q. Some people get pimples with water blisters and infections after using the
products. Why is that?


A. Our skin needs time to adjust especially when it comes to using new products.
Pimples could be caused when you use products too much or there could be some
other factors that make your skin very sensitive. In this case, it is recommended to
temporarily reduce the amount of products or stop using them just to see how the skin
reacts.




Q. After using the products, my skin complexion gets better or worse. Why is that?


A. Once cells start regenerating, they come up to the surface, remain as dead skin cells
and fall off. This process is called turnover. The turnover time is approximately 28 days
and this renewal activity slows as the skin gets older. The skin renewal effect will be
visible 7-15 days after using Incellderm products. Since the turnover time and product
effectiveness vary from person to person, the skin tone may look good and bad in a
repetitive way.




Q. My face looks swollen after using the products. Why is that?


A. Our skin gets loose and saggy as we get older. Using INCELLDERM products for
about 6 to 12 months gives your skin its fullness and plumpness and you will have
healthier and younger look.




Q. My skin got irritated after putting on Dermatology Booster. Why is that?


A. The Dermatology Booster contains various bio ingredients and amino acid proteins.
Those ingredients absorb fast into our skin and help the cell formation.
The energy that is created during the cell formation might cause the skin irritation.
Especially, dry skin is more likely to absorb more of the active ingredient fast that leads
to a more active cell formation. If that is the case, it is recommended to use Vallatto Oil
Mist more frequently to soothe irritation and dryness.




Q. When I use Active Clean-Up Powder, it isn’t foaming enough. Why is that?


A. The papain that is contained in Active Clean-Up Powder, decomposes pollutants and
waste in our skin. If hands are not washed, dust particles and bacteria on our hands will
get mixed with the powder and hinder our skin from removing all of the pollutants.
Therefore, the products must be always used after our hands are thoroughly washed. In
addition, Active Clean-Up Powder is only made of natural surfactants, which is why the
powder creates less foam compared to other cleansing products that use sufulcants.
However, Active Clean-Up Powder is a hypoallergenic amino acid powder that will clean
all kinds of pores. Wash your hands before face washing to create abundant foam.
TIP. In order to cleanse a makeup, it is recommended to first lightly use Active
Clean-Up Powder and double face wash your skin to give your face a smooth look.




Q.Any Questions?


A. Feel free to contact us anytime. by email : shopincellderm@gmail.com by text & Phone call :(404)998-9777 by Login and message Us.





Q&A about Our Products

Q.What does “Do-INCELLDERM” mean?


A. Do-INCELLDERM is a unique application method that is optimized for active ingredients to absorb deeply into the skin. Don't pat! Don't rub! Do-INCELLDERM Relax your hand and fingertips. Gently apply directed amount on the face without tapping or rubbing for the best results.




Q. I notice my skin tone got brighter and more radiant. Why is that?


A. As we get older, the skin layers that keep moisture become weaker, and it leads to dryness. INCELLDERM products help firming the moisture barriers, providing moisture and other nutrients to minimize the appearance of wrinkles, which helps your skin stay hydrated and radiant.




Q. People mention my face looks tighter and slimmer. What caused the change?


A. As we age, the production of collagen and elastin starts to decline, and this decrease weakens skin elasticity. Our face looks looser as the fat on the cheeks and chin gets saggy. However, using INCELLDERM products day by day will help stimulate collagen, strengthen muscle memory and boost our skin elasticity. It helps the face find its size back and have a slimmer and thinner look.




Q. Why does my skin look swollen?


A. You might experience makeup pilling when products haven't absorbed and remain on the skin, and it may feel like your skin becomes flaky. Each skin can absorb different amounts of products. INCELLDERM basic products absorb and the rest of them creates skin protective barrier. This barrier might cause pilling when makeup is applied to the face. Practice the following steps as needed. What to do before applying makeup: 1. Apply Vallatto Oil Mist and let it absorb for at least 30 seconds 2. Apply Calming Balance Gel 3. Apply Dermatology Booster 4. Apply Dermatology Serum 5. Apply Dermatology Booster again 6. Apply the above steps 3,4,5 within 1 minute and let it absorb for at least 5 minutes 7. Apply either Calming Balance Gel or Active Cream, depending on your preference. If you apply the Active Cream, let it absorb for at least 10 minutes 8. Mix Cocktail Aqua Sun Gel and Cocktail Aqua BB Cream with a respective ratio of 3:1, and apply it to the entire face 9. If you wish to apply more coverage, you may apply another one to two layers of Cocktail Aqua BB Cream 10. Apply Vallatto Oil Mist What to do after applying makeup: 1. Spray Dermatology Booster in the area you experience pilling or flakiness 2. Gently rub the product into the area 3. Fix your makeup with Cocktail Aqua Sun Gel (this will make your makeup look fresh and natural)




Q.Why does my skin repeatedly get better and worse after I started using products?


A. Once cells start regenerating, they come up to the surface, remain as dead skin cells and fall off. This process is called turnover. The turnover time is approximately 28 days and this renewal activity increases to 28 days plus your age. The skin renewal effect will be visible first 7-15 days after using INCELLDERM products. Since the turnover time and product effectiveness vary from person to person, the skin tone may look good and bad in a repetitive way in the initial stage of using INCELLDERM products.




Q.I have breakouts after using products. Do INCELLDERM products caused them?


A. Yes and no. In most general cosmetic products, surfactants are used to emulsify, creating a smooth and creamy texture. Thus, customers who have used other cosmetic products will most likely still have surfactants or dermal toxicity in their skin. Using INCELLDERM products that don't contain surfactants will improve your skin conditions overall by eliminating the dermal toxicity that may still be in your skin. Pimples or red spots might appear while your skin detoxifies and adjusts the new products. To shorten this process, during the first week of using the INCELLDERM products, conduct a deep cleanse with the Active Cleanup Powder, once per day, for 7 days. Also, apply a smaller amount of products during this time. We also recommend that you assess any allergies to the products by conducting an allergy test on an area of your body before applying to your face.




Q.Any Questions?


A. Feel free to contact us anytime. by email : shopincellderm@gmail.com by text & Phone call :(404)998-9777 by Login and message Us.





Q&A about Ordering and Shipping and Returns/Exchange

Q.Where can I buy INCELLDERM Products?


A. Products can be ordered directly from INCELLDERM AMERICA INC. authorized beauty consultants and through www.shopincellderm.com. Many customers have a powerful and secure online ordering system that they use to purchase and reorder products. You can purchase products online and have a one-on-one beauty consultation with a beauty consultant at INCELLDERM AMERICA INC to get the right understanding, usage and more.




Q. Where is my order?


A. The Orders are usually shipped within 3-5 business days except weekends and holidays. You can look up the tracking number that the carrier provides when shipping from Order Management on our website and your email. Orders are usually shipped within 2 business days except weekends and holidays.




Q. What are shipping rates?


A. The shipping costs may vary depending on the purchase amounts as follow. Purchase Amount Shipping $99 and below $7.00 $100 to $499 $14.00 $500 and above Free




Q. How can I request my return or exchange?


A. Log into your account and request refund or exchange at 1:1 Inquires Board found in My Account. You will receive approval for the return or exchange along with a Return Merchandise Authorization (RMA) number. Download and complete Return and Exchange form in the Library within My Account and send the product(s) and Return and Exchange form back to the following address within 14 days. ACI Express 2730 N. Berkeley Lake Rd. NW B-300 Duluth, GA 30096




Q. My Product is defective/damaged. How can I return or exchange it?


A. We are truly sorry for the inconvenience.
Please submit photos of the defective or damaged product(s) to 1:1 Inquires Board in My Account. We review the photos and determine if the damage was caused by us or the shipping company and notify you a Return Merchandise Authorization (RMA) number. Download and complete Return and Exchange form found in Order Management within your account and send it back to us within 15 days. Make sure your shipment contains the product(s), Return and Exchange form. Once we received the return, we will re-deliver the product at our expense or issue a refund.




Q. Any Questions?


A. Feel free to contact us anytime. by email : shopincellderm@gmail.com by text & Phone call :(404)998-9777 by Login and message Us.




Q.Shipping Policy


Shipping & Returns Shipping Policy SHIPPING & RETURN SHIPPING Our websites offer standard shipping $7 to $14 or Free over $500 in United States. www.shopincellderm.com reserves the right to change this shipping promotion at any time.

Most orders are delivered within 3-5 business days using USPS or Fedex ground shipping with tracking number. www.shopincellderm.com orders are shipped and delivered on business days (Monday through Friday, excluding federal and major holidays). Most orders are processed within 24 hours of receipt (processing time does not include weekend days). Orders placed on Saturday and Sunday will be processed the following Monday.

All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped. Overnight Service and 2nd Day Service is not available for shipments to APO/FPO, PO Box destinations, U.S. Territories and some locations in Alaska and Hawaii.

STANDARD SHIPPING
• Most orders shipped via USPS or Standard Fedex ground shipping with tracking number are processed and shipped in 1-2 business days, depending on product availability.
• Most Standard orders are delivered within 3-5 business days from the order's ship date (please add 4-6 extra days for deliveries to Canada). Please note: most orders destined for P.O. Boxes are delivered within 5-12 business days of the order's ship date.

SECOND DAY SERVICE
• Second Day orders placed by 3:00 PM ET will be processed and shipped the same day, depending on product availability.
• Second Day orders placed after 3:00 PM ET will be processed and shipped the next business day.
• Most orders shipped via 2nd Day Service are delivered within 2-3 business days from the order's ship date.
• We're sorry, orders destined for P.O. Boxes, U.S. Territories, APO/FPO locations and Canada are not eligible for Second Day Service.
• Second Day orders may require a signature upon delivery.

SHIPPING TO THIRD PARTY
We accept orders with a billing address different from the shipping address, as long as the billing address matches the address on your credit card statement and both addresses are located in the United States. Note, however, that www.shopincellderm.com reserves the right to choose not to process and ship any order at our discretion.

SHIPPING TO MULTIPLE ADDRESSES
At this time we do not offer shipping to more than one location per order.




Q. Return Policy


A. RETRUN POLICY We are committed to providing quality products to our customers. While we hope that you are always satisfied with your shopincellderm.com purchase, we realize there are times that you may need to return a product. If you will need to return your product, please review the information below.
• Returns must be made within 14 days of your receipt date for a refund.
• Merchandise must be in its original, unopened, and unused condition.
• We regret that we do not refund original shipping costs with the return.
• Please note on the front side of your receipt or packing slip the reason for your return.
• Please mail your item with Return Merchandise Authorization (RMA) number.:
INCELLDERM AMERICA INC
Attn: Returns/Exchanges Dept
ACI Express 2730 N. Berkeley Lake Rd. NW B-300Duluth, GA 30096 • You will be responsible for the return shipping & handling charges, which will not be refunded, unless you received damaged merchandise (see Damaged Products Policy).
• Please make sure to record your tracking number because we cannot issue a refund until our office confirms receipt of the returned merchandise. We are not responsible for lost packages.
• All returns will be credited to the original credit card used at the time of purchase.
• Returns will be processed within 1-2 weeks of our office receiving your item.
• Please allow at least 2 billing cycles for the credit adjustment to appear on your credit card statement.
• Please do not mail any packages C.O.D., as they will not be accepted.

Only items purchased on www.shopincellderm.com may be accepted for a return. Items purchased from www.shopincellderm.com cannot be returned or exchanged at retailers that sell Incellderm products.

Please contact customer service with any questions by email (within 24 hours respond) at shopincellderm@gmail.com or by text or phone call at 404.998.9777 (M-F 9AM-7PM EST)

Please Note: Empty containers cannot be accepted for refund.




Q.Exchange Policy


A.
We are happy to exchange any merchandise that is defective, damaged or unused.
-If you will need to exchange your product, please review the information below. We execute your return or exchange request if you purchased the products on our website, www shopincellderm.com, as long as the products are unopened and resaleable. -Also, if QR/Bar Code seal on the products is damaged, we will not accept your return or exchange request. You may request return or exchange within 30 days of shipment date and the products must be delivered to designated address within 14 days of your request date.
• We accept exchanges on items purchased on shopincellderm.com only up to 14 days after the original purchase.
• Please enclose the product you wish to exchange and your receipt. On the receipt, write instructions on what item(s) to exchange.
• If there is a difference in cost with the exchange, one of our customer service representatives may reach out to you for further information.
• You will be responsible for the return shipping & handling charges, which will not be refunded.
• Ship your exchange to us via a pre-paid package:
INCELLDERM AMERICA INC.
Attn: Returns/Exchanges Dept
ACI Express 2730 N. Berkeley Lake Rd. NW B-300Duluth, GA 30096

Please contact customer service with any questions by email at shopincellderm@gmail.com or by phone at 404.998.9777 (M-F 9AM-7PM EST)

Please Note: Empty containers cannot be accepted for an exchange.




Q.Damaged Products Polocy


A. DAMAGED PRODUCTS POLICY If you receive an item that is broken or damaged, you may contact customer service within 5 days for a replacement. Items will not be replaced after 5 days. If you receive an item that is broken or damaged, you need give us product number and please contact customer service at shopincellderm@gmail.com or by phone at 404.998.9777 (M-F 9AM-6PM EST) and we will respond with the appropriate return and/or exchange instructions.