Policies
Contact
You should know who you are buying from before you leave a phone number. This page says that plainly, and says which channel is fastest for which kind of question.
When to call, when to message
Advice on your skin or choosing a product — message us on Zalo. You can send a photo of the area you are asking about, and an answer based on a photo beats an answer based on a description over the phone.
Urgent orders, a delivery in progress, or a return — call the hotline. These need an answer now, and over messages they take all afternoon.
Invoices, contracts, or distribution enquiries — send an email. This kind of thing needs a written record both sides can check later.
Hours and response times
Hotline and Zalo are staffed 8:00 – 21:00, seven days a week.
Outside those hours, leave a message and we reply first thing the next morning. Orders placed through the form on this site get a confirmation call within 2 working hours.
If that window passes and nobody has contacted you, call the hotline directly. A dropped order is our mistake, not something you should have to wait out.
We are a reseller, not the manufacturer
Stated up front so there is no confusion: we distribute Mocha products and are authorised to use the company's legal entity for this sales activity. The products, the formulations and the product notification filings belong to the manufacturing company named below.
What that means for you: we can answer anything about the product, price, delivery and returns. Questions about formulation or the notification dossier we pass back to the manufacturer rather than answering ourselves — guessing at those is the fastest way to say something untrue.
Each product's notification receipt number is printed on its own product page, so you can check it without asking anyone.
Company details
Công ty TNHH Thương mại Ứng dụng Dược Mỹ phẩm Công nghệ cao Mocha
Address: 290/2 Nam Ky Khoi Nghia, Vo Thi Sau Ward, District 3, Ho Chi Minh City, Vietnam
Tax code: 0317963313
Email: kemnammocha@gmail.com