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FAQs

Frequently Asked Questions


From order tracking to how-tos, our FAQs are the know-it-alls. 

This page is here to help you with the nitty gritty questions. We are here to answer your skin care queries and order questions with this comprehensive FAQ and tips. 


Your Order


  1. Is my order successful?

All successful order transactions will receive an order confirmation email within 30 minutes of purchase. If you have not received your order confirmation email, please check your order summary in your TheoryBox account (if you have an account) or your email junk folder. 


  1. Can I track my order?

Yes. Once your parcel has been sent out for delivery, you will receive another email with your tracking number. 

Alternatively, you may also check the status of your order by logging into your account, click "Account" and click "Orders". You may then track your order under “Delivery Detail”. 


  1. How long will my order take to arrive?

TheoryBox will process your order within 24 hours and will ship within the next 24 hours. Items will usually be delivered to your doorstep within 3-5 working days (Ninja Van). 


  1. Can I change or cancel my order once I’ve placed it?

Order changes or cancellation can be made via email (theoryboxskin@gmail.com) if the item has not been sent out for delivery. Our warehouse tries to move really fast in order to ship your parcels as soon as they are confirmed. If you decide to cancel your order, no cash refund is offered. We only offer refunds in terms of store credit.


  1. What about refunds and returns?

We apologise if we have sent you a wrong/defective item. Kindly contact us at theoryboxskin@gmail.com about the issue you are facing, include a snapshot of the defect and we will reply you within 24 hours. An exchange will be done if the item(s) sent to you is defective/faulty. Please note that we do not provide cash refund unless the exact item is out of stock and we will provide you store credits in which you may use to purchase other available items. 



Purchasing & Shipping 


  1. Can I buy TheoryBox in any shops?

TheoryBox is available at the following locations:


Dr Bob Clinic

No. 6, 1, Jalan PJU 5/11, 

Dataran Sunway,

47810 Petaling Jaya, 

Selangor.


LYC Family Clinic

Ground Floor, Plaza Vads,

No. 1, Jalan Tun Mohd Fuad,

Taman Tun Dr Ismail,

60000 Kuala Lumpur. 


  1. Will you ship to me internationally?

TheoryBox does not ship internationally for now.


  1. How do I contact Theory Box?

You can leave us a message through our website by clicking on “Message Shop”.

Other ways to contact us:


  1. Can I order via text or phone?

TheoryBox currently does not accept orders via text or phone.


  1. What if an item is out of stock?

We advise you to register and save the item in your “Wishlist” so you can easily check on its availability. Kindly leave us a message on "Message Shop", if you wish to be notified when the item is available. 


  1. What payment methods does theorybox.co accept?

We support online payment options from all banks using FPX payment. FPX uses highly secured authentication, security credentials and certification standards to ensure security of all transactions. 


  1. Is it safe to use my credit card on theorybox.co?

There is no credit card payment option available for now. (We are still working on it and some fine tuning is needed before we can make it available for you)


  1. Will you give out my details to third parties?

It is safe to shop online with TheoryBox and we will not share any of your personal data. We encourage users to be a member with us to receive promotion updates and collect points for future rebates.



Gifts & Packaging 


  1. Can I buy Theorybox as a gift and have it shipped as one?

Yes! TheoryBox can personalise your order as a gift and send it straight to the recipient. You can also add a gift message to the recipient by writing the message in “Notes for receiver” at the checkout. 


  1. Can I buy multiple items to be sent to different addresses?

You can only specify one address per order. Should you need your purchase to be sent to different addresses, you will need to place the orders separately. 


  1. What will my order arrive in?

Your order will arrive in a sturdy personalised kraft box with the recipient’s name written on it, enveloped with bubble wrap to ensure everything is well packed and safe. 


  1. Do you have gift boxes?

Yes we do have gift boxes and gift sets available at limited times. 

Alternatively, you can make any purchased item a gift and leave a gift message under “Notes for receiver”, and checkout with the recipient’s address. 


  1. If I have more than one order, will my order be packed in separate boxes?

Packaging requests can be made at checkout under “Remarks for Shop”. We can arrange for the orders to be packed together or separately.



Skin Care Concerns 


  1. Can I use TheoryBox sheet masks if I have sensitive skin?

Yes you absolutely can! We take sensitive skin very seriously thus our products are specially developed without potential irritants and are hypoallergenic. Even our CLARIFYING mask that contains BHA (a known ingredient that may cause skin sensitivity) is formulated with DERMA-CLERA™ to soothe sensitive skin. It is possible that on very sensitive skin, some of our products may cause a slight tingly sensation, but should go off soon. For those with very sensitive skin, we recommend that you do a little patch test on a small surface area (eg. behind your ear) to test for allergy or irritation before you use it on your face. 


  1. If I have oily skin, what are the best TheoryBox sheet masks for me?

Our CLARIFYING mask contains salicylic acid which is oil-soluble. Therefore, it can penetrate deep into pores and dissolve excess sebum and debris, making it ideal for oily and acne-prone skin

Our SKIN BOOSTER mask contains niacinamide which can help regulate the amount of oil the sebaceous glands produce and prevent your glands from going into overdrive. 


  1. If I have dry skin, what are the best TheoryBox sheet masks for me?

Our SKIN BOOSTER mask is formulated with skin-friendly silicones, and silicones are best known for their occlusive properties, allowing it to form a breathable coating that helps lock in moisture. OK, wait! Before you close this page because we use silicones.  Silicones have been unfairly demonized over the years as it is believed to suffocate skin and cause problems like acne and clogged pores. When in fact, not only does it not suffocate skin, does not irritate skin, and is non-toxic, it is used medically to help heal wounds and improve scarring. 

Also, our SKIN BOOSTER mask is formulated with hyaluronic acid: a powerful humectant that attracts and holds onto water. 


  1. If I have mature skin, what are the best TheoryBox sheet masks for me?

Your skin will benefit from any of the 3 types of masks. Mature skin would require extra hydration from our SKIN BOOSTER mask which also contains Swiss Apple stem cells, an award-winning, patented liposomal preparation proven to reduce fine lines and wrinkles. Also, our ANTIOXIDANT mask which is packed with powerful antioxidants (including CoQ10 and resveratrol), work to diminish signs of skin aging by quenching free radicals formation in the skin. 

Our CLARIFYING mask is formulated with Vitamin C, a well-research anti-aging superstar for all skin types. It is a potent antioxidant that is effective in reducing fine lines, wrinkles, dullness and uneven skin tone. 


  1. If I have acne, is it okay to use TheoryBox sheet masks?

Yes! Our products are non-comedogenic and all 3 types of masks work differently to improve and prevent acne. Our monthly regime recommendation for acne: TWINKLE.

Our CLARIFYING mask is formulated with AHA and BHA that helps gently exfoliate dead skin cells, removing excess sebum, clearing clogged pores. It also contains Vitamin C which has strong anti-inflammatory properties which can help heal blemishes and improve the appearance of acne scars. 

Our SKIN BOOSTER mask contains azelaic acid which has antibacterial and anti-inflammatory properties that helps fight blemishes. It also contains niacinamide which helps with oil control and reduces the appearance of dark spots caused by acne. 

ANTIOXIDANT mask contains CICA, which helps decrease inflammation and accelerates wound healing caused by acne. 


  1. Why do I have all 3 types of masks in my regimes when I only have one skin type?

Just like your diet needs a mix of healthy beneficial nutrients, so does your skin.

All 3 masks work differently to repair, protect, and nourish your skin. Alternating between these masks would allow a healthier balance of what your skin is receiving, keeping it healthy and strong. 


  1. Are TheoryBox sheet masks safe to use during pregnancy?

Yes. The main ingredients both pregnant and breastfeeding women should avoid are Vitamin A and its derivatives (Retinol, retinoid etc), some strong hyperpigmentation ingredients, and certain ingredients like parabens and phthalates which we don’t use. 

The BHA used in our CLARIFYING mask is <2% w/w and therefore is also safe to be used during pregnancy. 


  1. Can I use TheoryBox sheet masks if I have Eczema?

Don’t worry, we’ve got you. Our products are irritant-free and don’t contain anything that may aggravate your eczema/psoriasis. In fact, we recommend our ANTIOXIDANT mask which contains antioxidants such as CICA and CoQ10 which are known to soothe skin inflammation and redness, and improves hydration.


Disclaimer: Our products are safe, effective and powerful. However, none of the products on this website are intended to replace medical treatment. Always consult a healthcare professional for proper medical care if required. Do email us at theoryboxskin@gmail.com if you have any skin concerns that may require medical treatment and we will arrange for an appointment with our doctors at any of our affiliated clinics if needed. 


Product & Ingredients 


  1. Are TheoryBox ingredients safe?

We follow strict industry and government guidelines to ensure that every ingredient in each of our formula has been thoroughly safety tested and approved for use. All our products are approved by the National Pharmaceutical Regulatory Agency (NPRA), Ministry of Health Malaysia. 

In addition, our TheoryBox team continuously study scientific literatures, as well as reports from our customers, to ensure that our products are at the leading edge of safety as well as performance.


  1. What is graphene sheet mask?

Graphene is a type of carbon with unique electrical properties and other standout qualities that make it special. It’s small molecular size makes it easier to penetrate the skin and deliver all of the skin-improving ingredients deeper into the skin layers. It also emits the same infrared rays as your body does, meaning when the electro-pulses are in sync, the skin’s conductivity and cell metabolism allows better absorption of the mask’s ingredients. Increasing the skin’s conductivity and cell metabolism also enhances other skin functions such as collagen production, cellular rejuvenation, and damage control to prevent future skin problems. 


  1. Why do I need to take the quiz?

Only through our online skin assessment are we able to choose products to match your skin needs! The questions we ask are around your skin type, skin concerns, lifestyle and environment - as these factors play a role in affecting your skin’s health. It only takes 3 minutes to complete our skin assessment, and you can take it here

All personal information is encrypted and will not be shared, sold, or used in any other way than intended - to create skin care regimes for you. 


  1. How are the products personalised to me?

Our skin’s needs vary among individuals and some may require more of certain active ingredients than others. Our regimes are personalised according to your age, skin type, lifestyle, and skin concerns. 


  1. Is TheoryBox tested on animals?

TheoryBox does not perform testing on animals and is 100% cruelty-free. In fact we are against animal testing of any kind. 


  1. Where is TheoryBox from?

TheoryBox is founded by doctors working in Malaysia. We work closely with our laboratory in Japan where TheoryBox sheet masks were formulated. 


  1. How can I find out when my TheoryBox product expires?

The expiry dates of our products are printed at the back of every packaging. It is advisable to use our sheet masks immediately after opening the sachet. 


  1. What do I do if I have a reaction to TheoryBox products?

It is normal to experience some mild tingly sensation with some of our products. However, if you feel or see any adverse reaction (eg. rash, itchy skin, flaking or peeling skin, facial swelling), remove the product immediately, wash off with water and discontinue use. 

Our founding doctors are available for consultation through email. We will respond to your concerns as soon as possible. 



No luck finding the answer to your questions? Send us an email at theoryboxskin@gmail.com. We love hearing from you and our team will respond to you within 3 working days.