Frequently asked questions
Will loofah feel hard when used?
A: New loofah may feel slightly firm initially. Soak it in warm water for 1–2 minutes before use, and it will soften gently, providing a comfortable and mild cleansing experience.
What is the difference between loofah and sponge?
A: Loofah is made from 100% natural plant fiber, biodegradable and gently exfoliating. Synthetic sponges are usually plastic-based, less eco-friendly, and more prone to bacteria buildup.
How to clean and care for my loofah?
A: Rinse thoroughly after each use and hang it in a well-ventilated area to dry. For deep cleaning, soak it in soapy water or a mild disinfectant solution regularly.
How often should I replace my loofah?
A: Rinse thoroughly after each use and hang it in a well-ventilated area to dry. For deep cleaning, soak it in soapy water or a mild disinfectant solution regularly.
Which body parts are suitable for using the loofah?
A: The loofah is ideal for exfoliating and cleansing most parts of the body, including the back, arms, legs, chest, and shoulders.
It is gentle enough for daily cleansing but not recommended for use on the face, neck, or other sensitive, delicate areas.
What are the daily usage scenarios of the loofah?
A: Our natural loofah is perfect for dishes washing, daily body cleansing and gentle exfoliation at home.
It fits easily into your self-care routine, elevating your bathing experience for the popular Everything Shower,
and matches the minimalist, natural, clean and eco-friendly vibe of Clean Girl Aesthetic.
Does my order ship immediately after payment? What is the estimated delivery time?
A：We will arrange shipment within 1-3 business days after successful payment. The estimated overseas logistics delivery time is 8-15 business days (excluding holidays). Please note that delivery may be slightly delayed due to customs clearance processes in some countries/regions. We appreciate your understanding.
How can I track my order?
A：Once your order is shipped, we will send the tracking number to your reserved email/phone number. You can check the real-time logistics track on the official logistics website or your order page on our independent site by entering the tracking number.
What should I do if the logistics status is abnormal or the package is lost?
A：If the logistics track shows no update for more than 20 business days, or the package is confirmed lost, please contact us immediately via our after-sales email with your order number and logistics number. We will verify the issue and provide a re-delivery or refund solution for you as soon as possible.
Return & Refund Policy
Why can’t opened products be returned? Are custom products also non-returnable?
A：The core reason is environmental protection: Opened products may have hygiene or wear issues, and secondary sales would cause resource waste and environmental pollution. Custom products (including handwritten greeting cards/postcards, special gift boxes, etc.) are produced exclusively for you and cannot be resold. Therefore, opened products and custom products are not eligible for returns.
Who bears the logistics cost for returns?
A：For unopened returns due to non-product quality issues, the logistics cost is borne by the buyer. For returns caused by product quality problems (such as damaged items or wrong items sent), the cost is fully borne by us.
What is the process for returning and getting a refund?
A：1. Submit a return request to our after-sales email with your order number and photos/videos of the product issue (within 48 hours); 2. After approval, we will complete the refund (returned to the original payment method) within 7 days.
After-sales Support
What should I do if the received product is damaged or defective?
A：Please contact our after-sales team within 24 hours of signing for delivery with your order number and photos/videos of the damaged product. We will arrange a re-delivery of the same product or a refund for you.
Can I modify the content of the custom product if I’m not satisfied?
A：Custom content (such as text on greeting cards) must be confirmed when placing the order and cannot be modified once production starts. If the content is wrong due to our production error, we will remake it for free and re-send it to you.
What is the after-sales contact method?
A：You can contact us via after-sales email 【support@joyrelaxstore.com】