Aquafacial Device & Serum Frequently Asked Questions

OPENING THE BOX 

Where is the Power Cord located? 

The power cord is located within a white box on the side of the upper foam packaging that you see when you initially open the Aquafacial box. The top of the upper foam packaging also includes the measuring cup, a 2oz sample of Aquafacial Cleansing Serum and the extra tips. 

HOW TO 

Is the Aquafacial only for use on my face? 

The Aquafacial was designed for your face, neck and decollate, although it is safe for use on other parts of the body. 

How often should I use the Aquafacial and what setting should I select for optimal results? 

We recommend 2-3 times per week. When you are a new user, we also recommend starting with the lowest suction level and gradually working your way up with both uses per week and suction level to find the optimal balance for your routine and skin type. When powered on the Aquafacial is set to the lowest suction level. 

• Tip: A higher suction level does not necessarily mean better results. Take your time and find out which one is your favorite. 

How long does it take to use the Aquafacial? 

The short answer is typically only a few minutes. The long answer is we have found users incorporate the Aquafacial into their routines in different ways, from 3-5 minutes after they get out of the shower to a 10-minute pampering as part of their weekly refresh ritual as well as many variants in between. We hope you try a few and let us know what you prefer. 

Is it easy to learn how to use the Aquafacial? 

Yes... but...  

If you are a new user and have run into some obstacles, you are not alone, a learning curve is typical. We find many Aquafacial users become much more comfortable with the device after a few uses.  

• Tip: First and foremost, we want to make sure the device is set up correctly and operating properly for you. This means you are getting both suction and serum flow. If you have challenges with either of these please first scroll down to the Troubleshooting FAQs for more information on these two topics. 
• Tip: Find your preferred way to hold the Wand. Commonly used grips are the pencil grip and the racket grip. 
• Tip: Change up your technique by using different length strokes. Shorter strokes may make it easier for the tip to glide across your skin, opposed to longer strokes where more suction builds up.  
• Tip: Try different suction settings. Higher suction will promote more serum flow. 
• Tip: Try all the tips, you may find that it is easier to get more suction and more serum flow with the Fine Tip because it is focused on a smaller surface area of your skin.  
• Tip: Practice, practice, practice and try different options above to find your favorite combination. 
  
• Tip: Keep in mind, the technology behind the Aquafacial is similar to devices used by trained dermatologists and estheticians for professional facials, so take your time and go easy on yourself, you’ll be a pro in no time! 

How much Aquafacial Cleansing Serum should I use and how long does a 16 oz bottle last? 

The answer to this question is really "it depends”. We have found a wide array to how fans of Aquafacial integrate it within their routine. With that said here are some general guidelines. We recommend starting with 15-25mL although it is common for some users that prefer a longer Aquafacial to use up to 50mL. We also recommend incorporating the Aquafacial into your routine 2-3 times per week. With these guidelines a 16oz bottle of Cleansing Serum will last 1-2 months.  

Should I wash my face before using the Aquafacial? 

To get the most out of your Aquafacial we recommend starting with a clean face and open pores. Before you use the Aquafacial, use your favorite facial wash or cleanser to remove makeup, dirt and grime. To open your pores you may, wash with warm water, use a steamer, or use the Aquafacial right after a warm shower. With your skin clean and your pores open you are ready for an Aquafacial. 

Should I moisturize after using the Aquafacial? 

Yes, although the Aquafacial Cleansing Serum is formulated to cleanse and hydrate the skin we recommend using your favorite moisturizer following the Aquafacial. For the ultimate experience, follow the Aquafacial with our Revitalizing Serum and then your favorite moisturizer.  

• Tip: Always apply sunscreen (SPF 30+) as the last step in your morning skincare routine. 

Is it typical if I see redness immediately after use? 

Yes, this is typical and indicates the Aquafacial is working. This redness will begin to subside quickly with your skin returning to its natural color in a matter of minutes. Beyond deep cleaning your pores, Aquafacial’s suction stimulates facial muscles and increases blood circulation which helps your skin look smoother, brighter, more rejuvenated and may temporarily show as skin redness. 

OUR SERUMS

What are the key ingredients in our serums?

Hylauronic Acid - Produced by fermentation from glucose and yeast extract. It is a "natural moisturizer" that is suitable for different skin types, and climates. It helps to bind water to collagen, trapping it in the skin, so that skin can appear plumper, dewier, and more hydrated.  It is an effective anti-aging agent by promoting collagen production. By forming a breathable film on the surface of the skin it locks in skin moisture and protects the skin from dust and UV rays.

Glycolic Acid - The most powerful AHA that provides fast action skin exfoliation to refine and smooth the skin

Niacinamide  - is a form of vitamin B3. It promotes protein synthesis, which improves skin metabolism. By improving the cells metabolism, it improves skin texture exhibiting anti-aging properties. It inhibits free radial formation, making it a good anti-oxidant. It is also a skin brightener, and UV protectant.

Vitamins C -  Ethyl Ascorbyl Acid -  it is one of the most stable known forms of vitamin C, which enables it to penetrate the skin’s deeper layers without causing irritation.

Stevisse- a retinoid -like active ingredient that encourages skin renewal. 

Tripeptide Palmitoyl Tripeptide-5 - High efficacy bioactive peptide that is designed to boost skin's natural collagen synthesis to improve significantly the appearance of any type of wrinkles.  Has good skin firming and moisturizing properties.

Aloe Barbadensis Leaf Juice - Made from pure inner fillet gel of the aloe vera leaf.  This medicinal plant can soothe soreness and warmth instantly. Aloe vera can facilitate the quick healing process of your skin if used frequently. 

Also, aloe vera has campesterol, which aids to get rid of inflammations and bradykinin.  And due to aloe vera’s cell regenerative and soothing properties, it is commonly useful in cosmetic products.  

Vitamin E Tocopherol- Natural anti-oxidant that is powerful in scavenging skin damaging free-radicals.  Works synergistically with Vitamin C as the power-duo of healthy skin. 

Banana derived natural preservative Musa Sapientum (Banana) Extract - Rich in bioactive compounds such as flavonoids, alkaloids, glycosides, and terpenoids.  Contains potent enzymes that break/degrade/digest organic and inorganic substrate making it effective against a broad range of microorganisms.  Non-irritating. 

Are our serums clean?

Yes. Our company’s vision was to create a range of high-quality products using clean ingredients from plants and fruits. Our serums don’t have use parabens, silicones, petrolatum, synthetic fragrance, mineral oils, dyes. 

Our serums are made from up cycled and sustainable fresh crop fruits and plants. 

Are our serums safe for all skin types? 

Our serums went through rigorous product testing in numerous labs. Tests were performed on ages 18 and above. Per test results, all skin types can tolerate treatment, but we always recommend to check with your dermatologist if you have any skin issues or conditions. Always apply sunscreen as a last step in your daily skincare routine. Avoid contact with eyes. Discontinue use if imitation occurs. 

How often should I use Aquafacial Cleansing Serum?

Aquafacial Cleansing Serum has specifically selected bioactive ingredients to deep clean (cleanse) your pores while hydrating your skin (hydro).  This serum is specialized, low viscosity, and anti-foaming solution explicitly formulated to optimize performance with the Aquafacial pump. For optimal results, we highly recommend utilizing the Aquafacial Cleansing Serum in conjunction with the Aquafacial device. We recommend to use Aquafacial 2-3 times per week.  

How ofter can I use Revitalizing Serum?

This light yet powerful serum primes and smooths the skin. It can be used daily. Always apply sunscreen (SPF 30+) as the last step in your morning skincare routine.

CLEANING 

How do I clean my Aquafacial? 

For best results, after each use, when the Serum Jar is empty, add 25-50mL of warm water to the Measuring Cup. Turn on the Aquafacial and set it to high. Place the Tip in the bottom of the Measuring Cup and hold the Wand in place until the Measuring Cup is empty. Finish this step by sealing the Tip to the bottom of the Measuring Cup and releasing several times to clear out the Hose (similar to the priming process). If this is not done, water caught in the Hose may appear to “leak” from the device. Discard the contents of the Junk Jar and wipe it clean. Dry the inside of the Serum Jar and wipe the outside of the Aquafacial of any Cleansing Serum that may have splashed on it during use. 

TROUBLESHOOTING 

How do I remove the Serum Cap? 

To remove the Serum Cap lift it straight up from the Hub. The Serum Cap does not screw in place, so you do not need to twist it when removing it. Please note the white plastic ring at the top of the hub is not part of the Serum Cap, the Serum Cap itself is clear. 

• Tip: The Serum Cap is held in place with a rubber O-ring which occasionally causes the Serum Cap to be a bit stubborn to remove. After several uses it will become easier to install and remove. 

The suction is not working, what do I do? 

For suction to operate properly the Junk Jar must be tightly secured.  

Remove the Junk Jar and confirm the flat rubber seal is seated against the bottom of the Hub. Reinstall the Junk Jar and make sure it is tightly secured. Confirm the Wand Hose is free from twists and tangles. Turn on the Aquafacial and check for suction on the back of your hand.  

• Tip: To get serum flow the Aquafacial may need to be “primed” once you regain suction. This can be done by placing the Tip on your thumb or the back of your hand for a few seconds, releasing the Tip and repeating these steps a few times. 

After trying the above steps if suction is still not working, please contact us at info@clncompany.com. 

I’m getting suction but no serum, what do I do? 

At the beginning of each use users should “prime” the system. This can be done by placing the Tip on your thumb or the back of your hand for a few seconds, releasing the Tip and repeating these steps a few times. Once you see the serum on your hand the system is primed and ready to use. 

• Tip: If you prefer more serum flow you may try the Fine Tip. At the same suction setting you will notice increased serum flow due to the smaller surface area of the Fine Tip compared to both the Gentle Cleansing and Pro Cleansing Tips.  

After turning the Aquafacial off, Cleansing Serum leaks from the Tip, how do I prevent this from happening? 

Good news, there is an easy solution. When using the Aquafacial always measure out just enough serum for one use (for new users we recommend 15-25mL) so you can use all the serum until the Serum Jar and Wand Hose run dry. If you are curious why this happens, when Cleansing Serum is left in the Serum Jar and/or Wand Hose, capillary action can keep the serum flowing. Following the above recommendation will keep this from occurring and make sure all that precious Cleansing Serum ends up on your skin and not on your countertop. 

PURCHASING AND SHIPPING 

Where can I purchase Clean Face Company products? 

Aquafacial and Clean Face Company products are only sold directly from www.cleanfacecompany.com. Products sold through other websites or dealers, while looking similar to Aquafacial are not the same device, and typically do not come with a 30-day money back guarantee, or 1 year warranty. 

When can I expect my order to arrive? 

We currently ship from California on business days within 24 hours of your order placement at which point you will receive a tracking email. Orders typically arrive within 3-5 days. 

Does CFC ship internationally? 

Clean Face Company ships to all 50 states, Puerto Rico, Canada and Mexico. 

How do I initiate a return? 

Email us at support@clncompany.com. In the subject line of the email include “RETURN; [model number]”. Our complete Return Policy can be found here: https://www.cleanfacecompany.com/pages/return-policy 

CONNECT 

What is the best way to connect with Clean Face Company? 

The best way to reach us is via email at support@clncompany.com. We can also be reached via Facebook and Instagram.