FAQs

General

How do I place an order?

Search for your product and click “ADD TO CART”. Once you have the item that you’ve selected, proceed to your cart and click “CHECK OUT” to be directed to the payment page.

What should I do If the payment is not accepted?

Please try again in a little while. If the payment is still not accepted, please verify your account balance. If everything is as it should, but you still can’t make the payment, please contact us immediately by clicking WhatsApp/Messenger Icon below or Email Us about the problem. We can manage the order manually. 

How should I contact Facelogic if I have any queries?

For queries, please Email Us or chat with us directly by clicking WhatsApp/Messenger Icon below.

What Payment Options are Available in your platform?

The following payment options are available:

  • Debit / Credit Card (excluding American Express)
  • Touch n go Pay
Do you have Installment Plan?

Installment plan only available for purchases at MYR2500 and above. If option is not available kindly reach to our customer service.

Where can I read more about your products?

Each product page is packed with information, but it doesn't stop there! We have our Facebook @directlink, Instagram @directlink and Xiao Hong Shu 小红书 @directlink.

Do you offer a Multi- Purchase Discount?

If you are interested in purchasing more than one product, we would be more than happy to see if there are any offers available to you.

We can be reached via WhatsApp, by submitting a support request, or through our online chat service.

For business/collaboration  enquiries please submit a support request with details of the item(s) you wish to purchase, quantity, and the purpose of your order.

I received the wrong item, what should I do?

We pick and pack all orders with care however, as each parcel is prepared manually, errors can occasionally occur. We sincerely apologise for the inconvenience caused.

Please contact us as soon as your order is received. We ask that you include the following details so we can assist promptly: - The email address you used to place your order- Your order number- Details of the incorrect item(s) received.

An item missing from my order, what should I do?

We pick and pack all orders with care; however, as each parcel is prepared manually, errors can occasionally occur. We sincerely apologise for the inconvenience caused, please be assured we will do everything we can to have this resolved promptly for you. Please contact us with your order number as soon as the package is received so we can investigate.

My Order Arrived Damaged, What should I do?

In the unlikely event that your order arrives damaged, we will do everything we can to ensure this is resolved.

Please contact us as soon as your order is received. We ask that you include the following details so we can assist promptly: - The email address you used to place your order- Your order number- Details of the item(s) damaged from your order- A clear picture of the damage.

How do I create an account?

Creating an account is quick and simple, this allows you to save your information for future purchases and gives you a view of your order history.

Step one:

Click 'My Account' in the top right corner of the website.

Step two:

Click 'No account? Register now'

Step three:

Add your first name, surname, email address, and choose a password.

Click 'Create'.

Please note you may be asked to tick a box to confirm you're not a robot.

An email will be sent to the address provided to confirm your account is set up and you'll be sent to your account home page.

I can’t log in to my account. What should I do?

Head to 'My Account' in the top right corner of the website and select 'Forgot your password?'

You will be prompted to type your email address, if an account is found you will receive an email with instructions on how to reset your password. If this does not work it may mean you checked out as a guest.

 If you still experience issues with logging in please contact us, a member of the Customer Care Team will be happy to help.

About Products

Which products are most suitable for my skin type?

Our products are suitable for all skin types. You may speak with us via Facebook Messenger or WhatApps us for more details.

Can I try your products before purchase?

Yes, You may make an appointment with our Consultant for further details.

Do I need to charge my Facelogic device 24 hours before my first use?

Please charge your device before the first use as they may not be fully charged upon arrival.

Can I use other chargers with my Facelogic device?

It is important that you only use the advanced switching-charger supplied with your Facelogic product. Attempting to use any other charger (including the chargers supplied with other Facelogic products) may damage your device’s battery.

How often should I charge my Facelogic device?

Battery life varies by product, but generally you should charge your device only when the indicator begins flashing to tell you that the battery is running low.

I have a medical condition. How do I know if it’s safe to use a device?

We understand how important it is to feel safe when using your device. Information about contraindications is provided on all our product pages for customers with pre-existing conditions to check. On the product page scroll down to 'Additional Information', this is where you'll find information about who should not use the product.

Please note: the list of contraindications is not exhaustive. If you suffer from a pre-existing condition that is not mentioned or if you're unsure about whether you should use the device, we strongly recommend consulting your doctor before use. While we will always endeavour to help you with picking the correct device for your needs, we are not medically trained and therefore cannot provide medical advice.

Does the treatment pain-free?

All our products are non-invasive home care beauty devices. Yes, our treatment are pain-free.

What is the EMS technique?

EMS (Electro-muscle stimulation) is an electrotherapy method that sends an electrical micro-current that stimulates the nerves and engages muscle fibres.

It can accelerate metabolism, renew skin cells and reduce wrinkles, helping restore the elasticity of your skin and make your skin look firm, smooth and delicate!

Note: EMS Lifting/ Moisturising/ Collagen Synthesis comes with EMS micro-current. It is normal if you will feel a tingling sensation and some muscle contraction.

How to use the device?

Kindly charge 3 hours before first use. The charging bar shown on the screen means the device is charging.

Press the "OK" button for 3 seconds to turn on the device.  Settings can be adjusted by pressing "Up/Down". 

Mode introduction below for your reference:

ION+

ENI

EMS

RF

COOL

Do you offer a Warranty Service? We do not have warranty card we usually estimate by the device sign in

All our devices are covered by a one-year warranty unless explicitly excluded, details of exclusions can be seen on the product page. The warranty is valid from the date the original order is placed. 

Should any faults arise, please contact us for assistance. We will try to troubleshoot this first, if your item is found to have an issue then we will endeavour to replace it as a like-for-like replacement. If your item is functioning to manufacturer specifications, it will be returned to you. We are unable to offer a repair or replacement service for items purchased through other retailers, please contact them directly or speak with the manufacturer for assistance.

With limited-edition models, we will do our best to replace the device with the same model if the stock is available. Otherwise, we will replace the device with the standard model.

Is Facelogic device difficult to use? How to use it?

Not at all! All Facelogic device is designed to be handy and user friendly. Simply plug in the device and activate it. If you face any questions please contact us via WhatsApp or Messenger. 

Are the Facelogic products suitable for use while pregnant?

Facelogic products are safe for use during pregnancy. We use ingredients that are carefully selected for their high levels of purity and consumer safety. You may wish to consult your gynae for advice as well. However, it is a great device that you can use post-pregnancy to achieve the coveted healthy and glowing skin.

If you require any further information contact us via WhatsApp.

How do I clean my Facelogic device?

All devices can be cleaned using an alcoholic or sanitising wipe. Additionally, you can simply use a cloth damp with hot water.

DO NOT submerge any LUX SKIN device underwater!

The device head can be cleaned with water or wet tissues and pat dry with a towel.

What is in the Beauty Box?

It comes with a Device, AC adapter, USB charging cable, Charging Cradle & User's Manual.

Can I pair Beu Pro or Beu Lite with my own daily skincare?

Yes, you may. Best pair with Facelogic nanoGel for a better result.

What is the recommended duration and frequency of use?

We recommend using it three days a week. 

* Please observe your skin condition and use the device accordingly.

Will my charger work in different countries if I use an adapter?

The input voltage of our devices starts at 100 V and goes up to 220 V, so you may use it worldwide with the correct adapter.

Can I use it if I have plastic surgery?

We recommend you use it after 4 weeks. Consult your aesthetic doctor before use.

I have pimples on my face, can I use the device?

We recommend while you are using the device, avoid the affected area and best to use it with Facelogic nanoGel Mask.

Can I use moisturizer to pair with Facelogic Device?

We do not recommend you use the device with moisturizer, especially cream or oil texture products. We recommend you use the device with gel type products, serum and toner.

How long does it usually take to see results?

You've chosen the perfect product and you're ready to dive in, but just how long will it take to see the benefits? Most home use devices require commitment to your treatment regime, but the results are certainly worth it.

Some will show results sooner, particularly those which stimulate the muscles but it takes the body 8 weeks to produce new collagen and elastin therefore we'd recommend waiting this long to see substantial, long lasting changes.However, results can vary from person to person.

We recommend you follow the treatment plan as close as you can for best results.The best way to see your results is by taking photographs. Ensure you're in a well lit area and use the same pose each time. 

If you are not sure you are seeing results and would like some treatment advice from our product experts, please get in touch so we can offer advice.

Why are some of your products unsealed/unboxed?

In line with our commitment to Protect the Environment, we aim to reduce the usage of plastic for our products. Therefore, many of our products are packaged without a seal or/and a box. Please rest assured that our products are not opened and tried by customers in stores, we have testers specifically for this purpose.

How Often Should I use Activated Peptide Mask? Can I use it everyday?

Yes! We recommend you to use our Activated Peptide Mask every day to help boost your skin’s hydration levels. 

If you have sensitive skin, using our Activated Peptide Mask can lessen the chance of skin irritation as they usually contain fewer preservatives. 

Can I apply the mask after using any beauty device?

Sure! For better results. You can use our Activated Peptide Mask with our Beu Pro cooling features. You will love it!