Contact

One form, and nothing else

There is no chat widget on this site, no phone number and no messaging app. The form is how you reach us, and it is the only way — which is worth knowing before you start looking for a button that is not there.

That was a deliberate choice rather than an unfinished corner. One channel means one place where a message can be lost, and it means the person who answers reads the whole thing rather than a line of it.

Go to the form — or read what happens next first.

What the form asks, and why so little

Five fields: your name, your email, what you would like to improve, roughly when you plan to travel, and a consent box. Nothing else.

The shortness is deliberate. Writing to a clinic should not feel like filling in an intake form before anyone has spoken to you. The things a clinic genuinely needs — where you live, what you have had done before, what your budget looks like — are better asked once, in a reply, by a person who can follow up on the answer. We would rather ask you twice than have you give up on the third field.

What if you do not know when you are coming? Leave the date empty. It is the second most common answer and it costs you nothing. An approximate date is useful for planning, not a commitment, and nothing is booked on the strength of it.

What happens after you send it

1. An anti-spam check runs, and the form will not send without it. If it fails, nothing is submitted and you will see an error rather than a silent nothing.
2. A coordinator reads it and replies by email. The reply answers your question, or tells you what a physician needs to know before answering it properly — and it will say plainly if a video consultation is the better next step.
3. If a consultation is the right next step, you book one. It is free, it is with the physician who would perform your treatment rather than a salesperson, and it commits you to nothing.
4. If we are not the right clinic for you, the reply says so. That includes when the answer is that your case needs surgery, or needs a dermatologist rather than a cosmetic clinic — in which case you get pointed at one of the partner hospital departments instead.

We reply in English, and the whole reply comes from a person. If your question needs a physician’s judgement rather than a coordinator’s, the coordinator will tell you that and arrange it rather than guess.

How the reply reaches you

We reply by email. Write outside our working hours and you will hear from us the next working morning. If you tell us which country you are in, the reply comes in your working hours rather than ours.

Check your spam folder once. A first reply from an unknown sender is exactly what spam filters are built to catch, and it is the most common reason someone concludes we never answered.

Your medical details

The form asks what you would like to improve, which is health information. Two things follow from that:

We do not pass it to advertising platforms. Not the content and not the fact that you wrote to us. This is not only a matter of our own policy — it is what the platforms require, and a clinic that sends health details through an advertising pixel is breaking the rules it agreed to.

It goes to the clinic and nowhere else. Your message is delivered to the clinic’s own inbox, is read by the people arranging your care, and is not sold, published or added to a marketing list. The privacy policy sets out what is held and how to have it removed.

Please do not send medical records or photographs with the first message. The form cannot take attachments, and there is no need — images are collected later by the coordinator, at the point the physician is actually going to look at them.

If you would rather write an email

You can write to hello@luoweiclinic.com, but it is the slower route and it is not the one we would choose for you. It arrives in the same inbox as the form, without the structured details that let a coordinator route it in one pass.

If you use it, put the same five things in the message the form would have asked for, and say which country you are writing from.

If something has already gone wrong

If you are an existing patient and something concerns you after treatment, do not use this page and do not use the form. You were given a direct channel to the clinic in writing before you flew home, and that channel reaches the clinical team rather than the enquiry inbox. Use it — it exists precisely so that a question at month eight does not have to start over.

If your concern is not aftercare — a complaint about something on this website, a disagreement with an answer you received during an enquiry, or anything that went wrong before treatment — the form is the right channel after all. Use it, put the word complaint in the first line, and say what happened, where (which page or which reply), and what you would like done about it. A message marked that way is read as a complaint rather than treated as a treatment enquiry, and corrections to site content are handled as described in the terms.

A published, formal complaints procedure — who reviews a complaint, in what time frame, and what happens if you are not satisfied with the answer — is being put in place with the clinic. This page will describe it once it exists. What is true today is written above: complaints sent through the form are read by a person, not filtered into a queue.

Coming to Nanjing

The clinic is in Nanjing, China, at Room 2009 & 2010, No. 18 Zhongshan East Road, Qinhuai District (南京市秦淮区中山东路 18 号 2009 室、2010 室), and consultations are by appointment. Show the Chinese address in brackets to a taxi driver, or enter it in a map app — the building is the one the address names. The route from your hotel and who will meet you are confirmed with you once your appointment time is set.

If you are arriving by air, Nanjing Lukou International Airport has direct flights from six Southeast Asian cities — Singapore, Kuala Lumpur, Bangkok, Jakarta, Ho Chi Minh City and Hanoi. If you are already in China, Nanjing South Railway Station connects to Shanghai in about an hour and a quarter and to Beijing in a little over three hours. Your journey covers the pickup and the days around your appointment.

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Before you write

If you have not already, two pages save most of the back-and-forth: pricing explains how a figure is built and what a written quotation includes, and your journey covers the eight steps from the first message to the twelve-month follow-up. The FAQ answers the questions that come up most, in the order people tend to ask them.

Then send the form. It takes about a minute, and it is the only thing on this site that turns into an answer.