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Frequently Asked Questions

What is Double Cleansing?

Double cleansing is a method that uses two types of cleansers: an oil-based cleanser followed by a water-based one. Oil-based cleansers remove oil-based impurities such as sunscreen, makeup, and excess sebum, while water-based ones clear water-based impurities out, such as sweat, dirt, and grime. This method ensures that your face is cleansed thoroughly so other skincare products will be absorbed better by your skin to work more efficiently.

Do I need to purchase both Cleansing Balm and Jelly Cleanser for double cleanse to be effective?

Yes, you will need both oil and water-based cleansers, like our Call It A Day Cleansing Balm and Clean Start Hydrating Jelly Cleanser to effectively and gently remove all impurities from your skin. However, our products are intended for you to pick and choose to help your skin reach its healthiest form as well. If you already have a favourite water-based cleanser, for example, you can simply use our Call It A Day Cleansing Balm to complete your double cleanse routine.

Do I need to use a cleansing balm or oil-based cleanser if I don’t use makeup?

Oil based cleansers not only remove makeup but daily essentials like sunscreen, as well as excess sebum and other oil based pollutants that build up on your skin over the course of the day.

Should I be double cleansing only at night?

Double cleansing can be done up to twice a day, typically once in the morning and again at night. However, this isn’t a one-size-fits-all formula; your skin is unique and what it requires changes from day to day. So, be mindful of your skin and use the products accordingly. Founder’s tip: we like to use Call It A Day Cleansing Balm in the morning on days that we wake up with drier or more sensitive skin than normal.

Are Gentle Hour products suitable for sensitive skin?

All of our products are designed with sensitive skin in mind since there are no potential allergens or irritants in our formulations. But, we understand that everyone’s skin is different and we recommend you to always double-check with your doctor.

Are Gentle Hour products all-natural?

We don’t believe that all-natural skincare is always the most effective in regaining your skin’s most stabilized state. However, we do use ingredients that possess high concentration of naturally-derived components. All of our products are free from parabens, SLS, silicones, denatured alcohol and mineral oil. Basically, we’re bringing the best of modern technology and Mother Nature into your daily routine.

Are Gentle Hour products safe to use during pregnancy?

Our products are safe to use during pregnancy and nursing. However, we do recommend you to check with your doctors. We only want the safest and happiest of results for you and our little friend.

Will there be more products in the range?

Yes! We are currently developing other products that aim to help your skin find its stabilized level. If you have any ideas, simply DM us at @gentlehourofficial or email us at hello@gentlehour.com

Orders & Shipping

Where can I purchase Gentle Hour products?

We are open for business at Tokopedia, Shopee, and of course, you can always drop by our website, www.gentlehour.com. You can also purchase our products from our partner retailers, such as C&F store, Beauty Studio by FD, Bening Bersinar, Beauty Haul, Ponny Beaute, and My Skin But Better.

Which forms of payment do you accept?

We accept bank transfers, banks virtual accounts, credit card (Visa, Mastercard, JCB), and QRIS for purchases on our website. If you wish to use other forms of payment, please visit our official store at Shopee and Tokopedia.

Do you ship internationally?

We’re still working on updating our website to enable international order. In the meantime, we can process international order manually. If you are based outside Indonesia, please email hello@gentlehour.com to place your order and payment can be done via bank transfer.

When will my order ship?

We process and ship all orders from Monday through Friday, with the exception of public holidays. Orders with standard shipping are typically fulfilled and shipped on the business day following your order confirmation. Once your order has shipped, you’ll receive a shipping confirmation with tracking information via email. P.S. don’t forget to add hello@gentlehour.com to your safe senders list.

Where do you ship from and how long will it take for my order to arrive?

All Gentle Hour orders are shipped from Jakarta. An order typically arrives within 2-7 business days from order confirmation depending on your delivery address.

Returns & Exchanges

What is your return and exchange policy?

We apologize that we do not accept any returns. We will happily exchange a product if it has factory damage, e.g. cleanser leaking from the sealed jar or tube . However, we are not responsible for personal damages to an item. If the item has been dropped, spilled or misused we are unable to accept returns.

I received the wrong product!

We’re so sorry to hear this! Please email us at hello@gentlehour.com with your full name, order number, and an image of the product you receive. We will exchange you with the right product as soon as possible.

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