FAQ — Your Questions Answered | Ms. Chu

Welcome to the Ms. Chu FAQ Hub. We've compiled answers to the most common questions about our natural skincare products, ingredients, and policies. If you can't find what you're looking for, please don't hesitate to contact us.

Product Information & Ingredients

What does it mean that your products are 100% natural?

The ingredients in Ms. Chu's products are all naturally-derived from premium, imported sources. We guarantee that our plant-based skincare products do NOT contain mineral oil, parabens, fillers, synthetic preservatives, artificial colourants, or artificial fragrances.

Are your products organic?

Many of the ingredients we use are certified organic to ensure you receive the best skin care and protection without exposure to chemical fertilisers or pesticides.

Are your products vegan and cruelty-free?

Yes, all of our products are vegan-safe, meaning they do not contain any animal ingredients or animal-derived ingredients. Furthermore, we absolutely do not test on animals. Promoting animal welfare through cruelty-free skincare is one of our core beliefs.

Where are Ms. Chu products formulated and manufactured?

Every product is 100% formulated and made in Hong Kong by a professional Chemical Engineer. This allows for rigorous quality control, batch testing, and ingredient freshness specifically suited for urban, high-humidity climates.

Eczema & Sensitive Skin Care

Are your products safe for newborns and infants?

Yes. All our formulations are pH-balanced at 5.5 to support the development of a newborn's protective acid mantle. We use "Green Chemistry" principles to ensure every ingredient is non-toxic, non-stinging, and safe for even the most delicate neonatal skin.

Why is a pH of 5.5 important for eczema-prone skin?

A pH of 5.5 is the "Goldilocks Zone" for skin health. It inhibits the overgrowth of Staphylococcus aureus (a common eczema trigger) while supporting the enzymes required for natural skin barrier repair and microbiome protection.

Are your products hypo-allergenic?

Our products are plant and nature-derived, created to be as gentle and nourishing as possible. While allergic reactions are rare, it is possible to be allergic to naturally-occurring substances. If you suspect sensitivity, please conduct a patch test on a small area of skin first.

What triggers eczema flare-ups in babies?

Baby eczema is commonly triggered by environmental factors (like dry air, dust mites, or pet dander), irritants (such as harsh soaps, synthetic fragrances, or rough fabrics), and food allergies. Heat and sweat are also major triggers in humid climates like Hong Kong. Using a gentle, pH-balanced routine like our Baby Eczema Combo helps protect the skin barrier against these daily triggers.

What is the correct skincare routine for a baby with eczema?

The most effective routine is the "Soak and Seal" method. First, bathe your baby in lukewarm water using a gentle, soap-free cleanser like our Baby Shampoo & Body Wash. Pat the skin dry (do not rub), and within 3 minutes, apply a thick layer of Organic Baby Lotion to lock in the moisture. For active flare-ups, apply No No Itchy Gel first to stop the scratching, followed by Moisturising Zinc Oxide to protect the broken skin.

What helps eczema itch at night?

Nighttime eczema itch is often triggered by a drop in cortisol levels and an increase in skin temperature. To help, keep the bedroom cool, use breathable cotton sleepwear, and apply a cooling, anti-itch treatment like our No No Itchy Gel right before bed to break the itch-scratch cycle.

How do I use No No Itchy Gel?

Apply a thin layer of No No Itchy Gel directly to the itchy or inflamed area. It provides immediate cooling relief. For best results, follow up with a layer of our Organic Baby Lotion or Moisturising Zinc Oxide to lock in moisture and repair the skin barrier.

What's the difference between Organic Baby Lotion and Zinc Oxide Cream?

Our Organic Baby Lotion is a deeply nourishing, everyday moisturizer designed to repair and maintain the skin barrier. The Moisturising Zinc Oxide cream is a targeted treatment that acts as a physical barrier, ideal for severe flare-ups, weeping eczema, or diaper rash, as zinc oxide naturally reduces inflammation and protects against moisture.

G6PD Safety

Are your products safe for G6PD deficiency?

Absolutely. Our products are strictly audited to be G6PD-safe. We explicitly exclude oxidative triggers, including Menthol, Camphor, Eucalyptol, Naphthalene derivatives, and specific legume-derived extracts (like soy protein) known to cause oxidative stress.

Why do so many eczema creams contain menthol or camphor, and why is that dangerous for G6PD?

Menthol and camphor are frequently used in commercial anti-itch creams because they create a cooling sensation that temporarily masks the feeling of an itch. However, for individuals with G6PD deficiency, these ingredients are known oxidative triggers that can induce acute hemolytic anemia (the rapid breakdown of red blood cells). This is why Ms. Chu uses safe, natural alternatives like Aloe Vera and Calendula in our No No Itchy Gel to provide cooling relief without the risk.

Can natural essential oils trigger G6PD reactions?

Yes, "natural" does not automatically mean "G6PD-safe." Certain natural essential oils, such as Peppermint, Eucalyptus, and Camphor oil, contain high levels of oxidative compounds that can trigger a G6PD crisis. At Ms. Chu, we carefully screen every botanical extract and essential oil to ensure they are completely free from these dangerous compounds before including them in our formulas.

Can babies with G6PD use sunscreen?

Yes, but it's crucial to choose the right type. Babies with G6PD should use physical (mineral) sunscreens containing Zinc Oxide or Titanium Dioxide, rather than chemical sunscreens which may contain potential triggers. Our sun protection products like the Baby Mineral Sunscreen SPF50+ are formulated with safe, non-nano Zinc Oxide.

Is zinc oxide safe for G6PD?

Yes, Zinc Oxide is completely safe for individuals with G6PD deficiency. It is an inert, physical mineral that sits on top of the skin to provide a protective barrier and reduce inflammation, without being absorbed into the bloodstream or causing oxidative stress.

Shipping, Orders & Returns

What countries do you ship to?

We ship worldwide! Our key markets include Hong Kong, Macau, Taiwan, China, Singapore, Malaysia, the Philippines, Australia, the UK, Canada and the US. No matter where you are, we can deliver Ms. Chu products to your door.

Do you offer free shipping?

Yes. We offer free shipping to Hong Kong and Macau for orders over HK$500, China for orders over HK$1,500, and Taiwan for orders over HK$2,000. We also offer free global shipping worldwide — including Singapore, Malaysia, Philippines, Australia, UK, US and more — for orders over HK$2,500. A currency switcher is available on our website to view prices in your local currency.

What is your return policy?

We fully refund if the item received is damaged or defective. Please email us at info@mschusoapandbeaut.com with the reason for return within 14 days of delivery. Regrettably, returns for reasons of general dissatisfaction or change of mind cannot be offered. All sale and discounted items are final.

What types of payment do you accept?

All products and orders are charged in Hong Kong Dollars. We accept PayPal, Alipay, WeChat Pay, FPS, PayMe, and credit card payments (American Express, MasterCard, and Visa).