FAQ

Frequently Asked Questions

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Products

What is an ampoule, and how is it different from a serum?

An ampoule is a concentrated treatment with a higher percentage of active ingredients than a typical serum. Think of it as the most powerful step in your routine. Apply after cleansing, before moisturizer.

Where are your products made?

All Matrigen products are formulated and manufactured in South Korea.

Are your products cruelty-free?

Yes. Matrigen does not test on animals and does not sell in markets where animal testing is required.

What's the shelf life of an unopened product?

Unopened, our ampoules and creams stay fresh for 24–36 months. After opening, we recommend using within 6–12 months. Store away from direct sunlight and heat.

Can I use multiple ampoules in the same routine?

Yes. Apply the lightest texture first, working up to richer formulas. For example: PDRN Ampoule → Gluta Complex → moisturizer. Wait 30–60 seconds between layers for full absorption.

Routine & Use

Where do I start if I'm new to Korean skincare?

Start simple — a gentle cleanser, one ampoule, and a moisturizer. The PDRN Ampoule is a strong first pick because it works for most skin types, focusing on recovery and resilience. Build from there.

Morning, evening, or both?

Most of our ampoules and creams are designed for both AM and PM use. The 24K Gold Clarifying Cream is best at night when skin is in repair mode. Always finish your AM routine with SPF.

How long until I see results?

Hydration and texture changes can be visible within a week. Tone, clarity, and resilience typically take 4–6 weeks of consistent use. Skincare rewards consistency.

Can I use these with retinol or vitamin C from another brand?

Generally yes, but we recommend introducing one new product at a time. If you're combining strong actives, alternate days or use one in AM and the other in PM.

Orders & Shipping

Where do you ship?

We ship to all 50 U.S. states, including Alaska and Hawaii. We do not currently ship to U.S. territories or internationally.

How much is shipping?

$7 flat rate for the contiguous 48 states, with free shipping over $75. $25 flat rate for Alaska and Hawaii (air shipping).

How long does delivery take?

Orders are processed within 1–2 business days. Contiguous U.S. delivery is 3–5 business days. Alaska and Hawaii: 5–8 business days. You'll receive a tracking number by email once your order ships.

Can I return a product?

Unopened products can be returned within 14 days of delivery. See our full Shipping & Returns page for details.

My order arrived damaged. What now?

We're sorry. Email hello@theampoulelab.com within 7 days of delivery with a photo and your order number, and we'll make it right.

Account & Discounts

Do I need an account to order?

No. You can check out as a guest. An account makes reordering and tracking faster, but it's optional.

How do I use a discount code?

Enter the code at checkout in the discount field. One code per order. Codes can't be combined.

Do you offer professional or wholesale pricing?

Yes. Licensed estheticians and skincare professionals can request a wholesale account by emailing hello@theampoulelab.com with your license details.