QUESTIONS, ANSWERED
A little more clarity.
Find answers to your questions about choosing, using and shopping for our products.
What is Mask Family?
Founded in 2007, Mask Family specialises in face masks, exploring Chinese botanicals and modern biotechnology through ingredients, formulations and mask materials. From mung bean clay masks to sheet masks, cream masks and everyday skincare, our in-house research and manufacturing bring a curiosity about nature into daily care.
Who does Mask Family collaborate with on research?
From botanical ingredients and fermentation strains to microencapsulation and mask materials, Mask Family conducts in-house research into ingredients, formulations and fabrics. Joint laboratories with Huazhong University of Science and Technology, Jiangnan University and Moutai Institute complement basic skincare research with West China Hospital, Sichuan University. Our development process connects basic research, ingredient screening, formulation, process control, safety assessment and efficacy evaluation.
What did the research journey to Tibet explore?
In August 2025, Mask Family researchers travelled to Tibet to collect samples of yak yoghurt and other fermented dairy products for study at our Guangzhou research centre. Field exploration, strain screening and green biomanufacturing form a connected pathway for developing Bifida-derived ingredients.
What products does Mask Family offer?
Our range includes Bifida skincare, cleansing clay masks, gauze and Salmon PDRN sheet masks, cream and sleeping masks, and facial cleansers. Browse the product centre to discover your preferred format.
How do I choose a mask format?
Explore sheet masks if you enjoy individually wrapped care, clay masks for a cleansing-mask option, or our cream and sleeping masks for spread-on care. Each product page introduces the format and available shopping options.
How do I choose between the Bifida Black Mask and essence?
Choose the Black Mask for sheet-mask care, or the individually packaged essence for your essence routine. Explore both products to find the format you prefer.
Why does my packaging look different?
Packaging can vary by pack size and version. If you have a question about your purchase, send our customer service team a photo of the pack and your order details. We will help you check.
Where can I buy Mask Family products?
Shop at our Tmall flagship store for available products and offers. For enquiries about local retailers, please contact our customer service team.
What size is the Bifida Black Mask?
This box contains 30 ml × 15 sheets in individually wrapped sheets.
How long should I leave the mask on? Do I need to rinse?
After cleansing, unfold the mask and place it on your face with the mesh backing facing outwards. Remove the backing and smooth the mask into place. Leave on for 15–20 minutes, then remove the mask. Massage the remaining essence evenly to aid absorption. Rinsing is not required. Use 2–3 times a week.
What does the Bifida label mean?
15% Bifida refers to the amount of Bifida Ferment Lysate added to the formula.
What size is the Bifida essence?
The essence comes in individually packaged portions. This box contains 30 pieces per box.
What does the Bifida label on the essence mean?
The packaging carries a 20% Bifida label. Please refer to your pack for the ingredient names and full formula.
Where can I find the full ingredient list?
Please refer to your product packaging for the full ingredient list. Our flagship store team can help with product questions.
Where can I find more pack sizes and sets?
Visit our flagship store for available sizes, sets and offers. Our customer service team can help you choose.
How can I get help with an order?
Contact customer service at the store where you placed the order. Have your order number and a description of the issue ready so the team can assist you.