FAQs
Product
How do I use the NouvelleSkin device?
How do I use the NouvelleSkin device?
Step 1: Preparation Before Use
- Completely remove facial makeup.
- Perform a skin test (apply a small amount of gel to a small area of skin, wait for 24 hours to check for redness, itching or other discomfort, and ensure skin tolerance).
Step 2: Clean Face and Apply Jmoon Gel
When using the device, use a thumbnail-sized amount of gel for coverage. Adjust the amount as needed/for your skin type. If sliding feels tough or gel dries, add more for smooth use.
Step 3: Device Operation
Long-press to turn on (auto-off after 3 mins of inactivity); short-press to select mode:
- .STAMP Mode: Hold the device tightly against the gel-applied area for 6s until beeps + vibration, then move to the next position. Use for 2 mins on left cheek, 2 mins on right cheek, 2 mins on forehead (total 6 mins). Long vibration + 4 beeps → standby.
- LIFT Mode: Press the device lightly against the skin and slide upward. Use this upward sliding motion for about 10-15 times—focus especially on the area below the cheekbones. Reapply gel and switch to another facial area after approximately 3 minutes (total treatment time: 6 minutes).
- EYE Mode: Gently repeat the operation around the eye area (avoid direct contact with the eyeball and eye socket). Reapply gel and switch to the other side of the eye after ~2 mins. Long vibration + 4 beeps → standby.
- SL Mode: Repeat the operation on nasolabial folds. Reapply gel and switch to the other cheek after ~2 mins. Long vibration + 4 beeps → standby.
Step 4: Turn Off the Device
Long-press to turn off.
Frequency and Time of Use
Use 5 - 6 times a week, 6 - 10 mins each time; best to use before morning makeup or after evening cleansing.
How much gel do I need for each full-face session, and how long does one tube last?
How much gel do I need for each full-face session, and how long does one tube last?
For a full-face session, use two quarter-sized amounts of gel (about 1.6mL in total). One tube can support approximately 50 sessions, which typically lasts around 2 months with regular use.
Can the device be used on the neck?
Can the device be used on the neck?
We do not recommend using the device on the neck, as it is specifically designed for facial anti-aging and lifting. Additionally, the skin on the neck is more delicate, making it more prone to irritation.
Can the device be used on the eyelids?
Can the device be used on the eyelids?
No, it is not recommended. The eyelid skin is too thin and sensitive, and direct use may cause irritation or discomfort. If targeting the eye area, use it on the under-eye area or around the orbital bone, but avoid direct contact with the eyelids.
Can it improve enlarged pores?
Can it improve enlarged pores?
Yes, by stimulating collagen production, the device may help refine pores over time, but it does not physically shrink pores.
Does the device remind me to change areas?
Does the device remind me to change areas?
Yes, the device has an area change reminder to guide you during use.
Can I use a different gel instead of the official provided gel?
Can I use a different gel instead of the official provided gel?
We do not recommend this. The official gel is specifically formulated for the JMOON NouvelleSkin facial toning device. Using other gels may irritate your skin. While similar gel products can be used, we cannot guarantee their safety and be liable for any resulting issues.
Order
How do I track my order status?
How do I track my order status?
- You can log into our website with your email and track your order status in "My orders" if you placed the order under your registered account.
- If the order was placed without signing in, please click here and enter your Order Number and Email Address to see your order details.
- We will send a tracking number to your email once the package has been shipped. You can use this number to track your package.
Can I cancel/make changes to the order I just placed?
Can I cancel/make changes to the order I just placed?
It is only possible to make a change to your order within 2 hours of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our Customer Care team (within 2 hours) at support.us@jmoon.com with your change/cancellation request details included.
Shipping & Delivery
How long will it take for my order to arrive?
How long will it take for my order to arrive?
We are excited that you are excited to receive your new product. Shipping times can vary, and we work very closely with our carriers to ensure you receive your order as soon as possible.
Please allow 1–2 business days for your order to process at our warehouse before shipping.
For Standard Shipping:
- Orders being delivered to the Continental United States (50 states) typically arrive in 2–5 business days.
- Orders to Remote U.S. Areas (11 regions) will arrive within 8–21 business days.
- Orders to Canada will arrive in 12 business days.
*Please note that carrier processing can impact these time frames.
Where do you ship to?
Where do you ship to?
JMOON offers shipping to the following regions, with specific availability subject to display at checkout:
- Continental United States & Remote U.S. Areas
- Continental United States (50 U.S. states);
- Remote U.S. Areas (11 U.S. regions, including Alaska, Hawaii, American Samoa, Guam, Marshall Islands, Palau, Puerto Rico, U.S. Virgin Islands, and APO/FPO/DPO military addresses).
2.Canada Region
- Shipping is available to all regions across Canada. Specific deliverable cities are subject to display at checkout. If a location is not shown at checkout, delivery to that area is currently unavailable.
3.Other International Destinations
Eligible destinations are shown at checkout. If a location isn’t available at checkout, we don’t currently deliver there.
For specific details, please click here.
Can I change my shipping address?
Can I change my shipping address?
You can only change the shipping address before your order ships. You can contact us at support.us@jmoon.com to send the correct shipping address. Our representatives will help you to correct the address.Once your order has been shipped, we cannot change the delivery address or delivery options. Customers will be responsible for the re-shipping cost.
My package says delivered, but I didn’t receive it.
My package says delivered, but I didn’t receive it.
Your package will most likely be delivered within a few days, but it’s good to check with your neighbors and/or post office for more information in the meantime.If you do not receive your order in a couple of days, please email our Customer Service team at support.us@jmoon.com within 14 days of the last tracking update, with your order number and tracking information so we can investigate this for you.
Purchase Protection
What are the payment options available?
What are the payment options available?
Jmoon accepts Shop Pay, PayPal, Shopify Payments, and Airwallex.
How can I change payment methods?
How can I change payment methods?
If you have an unpaid order and want to use a different payment method, it's easy:
- Sign into "My Account" and click "My Orders."
- Click on the unpaid order that you want to complete the payment on.
- Click "Edit Order" and select your desired payment method, and then proceed to pay.
Return
What is your return policy?
What is your return policy?
At JMOON, we offer a return policy with a 30-day money-back guarantee. Additionally, if the product malfunctions within 90 days, you may choose to have the product replaced or receive a refund—allowing you to shop with confidence. The specific procedures are as follows:
- Product Condition:To be eligible for a return, the product must be in resalable condition and come with its original packaging. This ensures that both you and the next customer receive products of the highest quality.
- Initiating a Return:To initiate a return, please first contact our customer service via email at support.us@jmoon.com and inform us of the reason for the return. Then, submit a "Return Request" in the order backend. Once your return request is approved, you may proceed to return the product. Please ensure the product is properly packaged in its original packaging.
- Important Note:Returns without JMOON’s approval will not be accepted. We aim to ensure a smooth process for you, so please be sure to follow the correct steps.
- Defective or Damaged Products:If you receive a defective or damaged product, please contact our customer service at support.us@jmoon.com. We will be happy to send you a replacement. However, please be sure to notify us of any defects or damage as soon as possible. If a damaged product is returned without prior notification, we will not be able to process the return.
We value your satisfaction and strive to provide you with a hassle-free return experience. If you have any further questions or need assistance, please feel free to contact our dedicated customer support team at any time; for specific details, you can also click here.
How long does it take for me to get my refund?
How long does it take for me to get my refund?
Once our team receives and inspects your returned product, our accounting team will initiate your refund within 5–10 business days.
An email confirmation will be sent to the email address associated with your order, detailing the amount refunded. The way your refund is processed depends on your original payment method.
What is your return process?
What is your return process?
- Contact us: Contact us and provide your name, order number, the item for exchange or return, photos of the return item, and reasons for your return. Then, we will send you a printable shipping label with instructions. It contains our return address and basic information about your returned order.
- Print the return label: Pack your return item(s) properly into the original box, and glue the return label we provided outside the box.
- Take the package to a post office near you: Send item(s) back to us through the local post office. If you are in urgent need of handling the returned parcels, please contact us and provide a tracking number for the returned parcels. Please Note: Due to the high value of our products being sold, please drop off your package at the nearest post office, DO NOT drop off at the post box. JMOON will not be responsible for any post box package lost.
- We notify you when we get it: We will process your return in 1–3 business days of receipt of the package.
- Getting your refund: Your refund will be issued to your original payment method soon after we checked your package meets the return standard. Please allow 10–15 business days for the refund to show up in your bank account (the refund processing time may vary from bank to bank).
For specific details, please click here.
Warranty
What is your Warranty Policy?
What is your Warranty Policy?
JMOON is committed to quality. Each Jmoon device is rigorously tested for quality and performance. Our limited, 2-year warranty covers defects in materials and workmanship of your device. The limited warranty begins on the date of purchase and expires two years later.
This limited warranty does not cover damage, defects, or failure caused by abuse or misuse; improper care; impact or insertion of foreign objects; vandalism; improper storage; improper or incorrectly performed maintenance or repair; application of harmful chemicals; fire or water; abrasives; negligence; failure to follow manufacturer’s instructions; loss of the device; normal wear and tear; alteration; overuse both professional or commercially.
For specific details, please click here.
What qualifies as a proof of purchase?
What qualifies as a proof of purchase?
Proof of purchase is anything that states the date of purchase, the product that was purchased, and the seller's information.
Examples include:
Sales Receipt
Order Confirmation Email
Sales Invoice
Order Details
Safety Tips
Can the device be used during pregnancy or breastfeeding?
Can the device be used during pregnancy or breastfeeding?
Not recommended. During pregnancy or breastfeeding, hormonal fluctuations can make the skin more sensitive and reactive, so the beauty device is not advised for use.
Will my skin become red after use?
Will my skin become red after use?
Mild redness is normal and should fade within a few minutes to hours. If redness persists or worsens, reduce intensity and allow more recovery time.
Can the device be taken on a plane?
Can the device be taken on a plane?
Yes, the device can be carried on a plane.
What if gel gets stuck in the charging port after use?
What if gel gets stuck in the charging port after use?
If gel enters the charging port, gently wipe it with a dry cloth or cotton swab. Avoid using water directly in the charging area.
How to Care for the device?
How to Care for the device?
- Keep the device dry; do not immerse it or its components in water (to avoid electric shock). Do not wipe electrode heads with alcohol-based wet wipes—use a dry tissue to clean gel residue after use.
- After each use, store the device and accessories in the original box (clean first; storage temp: 5-35℃). Do not store in humid areas (may harm performance).
- For long-term non-use: Store in a dry, cool, shaded place; avoid contact with hard objects (prevent damage).
- Regularly check the device (including power cords) for damage. Stop use if cracks/damage are found. Unplug when not in use (prevent strangulation/tripping).